From Customer services to Customer Success, with Jarvis

Jarvis has a very unique experience. His initial background was in IT services, from where he slowly grew up a leadership role in customer success. Referring to that, he says he was on the ground and rose from there.

Key insights from this episode are:

 

1) Transitioning from IT services to customer success gave him grass root opportunities and learnings that he could carry across - Some unique learnings across leadership, strategy, technology etc.  And be cognizant of issues at every level of growth towards succes.

2) According to him, strategy is not some big buzz word but his secret sauce to decoding strategy has been to make it consumable, and making it practical. If strategy does not meet execution, it is all but talk.

3) The approach to delighting customers and growth is always by solving small problems, one at a time and then scaling it to multiple customers.

4) Between a BPO and Customer success, the greatest difference is how you measure and perform on customer expectations, scoring and readiness.

5) About CCOs becoming CEOs, he feels that we are in the proof cycle and it is going to get more solidified and become a norm as CCOs have the real view into success, customer issues and also revenue.

And a lot more insights on how adoptions should be driven based on user personas, and how advocacy is about building success plans etc.

Tune in to this insightful podcast!