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If Your Support Team Clocks Out, So Do Your Customers.
I called my bank and they proudly stated, “Our call center only operates 9 to 5, Monday to Friday.” It got me wondering – if that’s the...
Vineet puri
2 hours ago2 min read
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Your Customer Health Score is Lying to You
If your CS platform isn’t using AI-driven health scores, you’re already behind. Most companies still rely on outdated, manual scoring...
Vineet puri
2 hours ago2 min read
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𝗦𝗧𝗢𝗣 𝗧𝗥𝗘𝗔𝗧𝗜𝗡𝗚 𝗥𝗘𝗡𝗘𝗪𝗔𝗟𝗦 𝗟𝗜𝗞𝗘 𝗔 𝗟𝗔𝗦𝗧-𝗠𝗜𝗡𝗨𝗧𝗘 𝗥𝗘𝗦𝗖𝗨𝗘 𝗠𝗜𝗦𝗦𝗜𝗢𝗡.
They’re won (or lost) 𝗲𝘃𝗲𝗿𝘆 𝘀𝗶𝗻𝗴𝗹𝗲 𝗱𝗮𝘆, 𝗶𝗻 𝗲𝘃𝗲𝗿𝘆 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻, long before the renewal date arrives....
Vineet puri
2 hours ago1 min read
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𝗖𝗿𝗶𝘀𝗲𝘀 𝗖𝗿𝗲𝗮𝘁𝗲 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗟𝗼𝘆𝗮𝗹𝘁𝘆—𝗡𝗼𝘁 𝗣𝗲𝗿𝗳𝗲𝗰𝘁𝗶𝗼𝗻
You don’t earn customer loyalty when things are going well. 𝗟𝗼𝘆𝗮𝗹𝘁𝘆 𝗶𝘀 𝗯𝘂𝗶𝗹𝘁 𝘄𝗵𝗲𝗻 𝘁𝗵𝗶𝗻𝗴𝘀 𝗴𝗼 𝘄𝗿𝗼𝗻𝗴—and how...
Vineet puri
1 day ago1 min read
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Your Small Customers Are Leaving—and It’s Your Fault
Most CS teams treat smaller customers as an afterthought. They assume: • “They don’t pay enough to warrant high-touch engagement.” •...
Vineet puri
1 day ago2 min read
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Customer Success isn’t too expensive. Mismanaged CS is.
Most SaaS companies don’t have a CS cost problem — they have a CS identity crisis. The CFO’s spreadsheet isn’t the real threat. The lack...
Vineet puri
1 day ago1 min read
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Customer Support is no longer just about resolving tickets.
It’s a revenue driver, a retention engine, and a strategic powerhouse. 𝙄𝙣 𝙩𝙝𝙚 𝙘𝙤𝙢𝙞𝙣𝙜 𝙬𝙚𝙚𝙠𝙨, 𝙄 𝙬𝙞𝙡𝙡 𝙗𝙧𝙚𝙖𝙠...
Vineet puri
5 days ago2 min read
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Are Customer Success & Relationship Managers Just Expensive Middlemen?
Are Customer Success & Relationship Managers Just Expensive Middlemen? Most companies waste these roles: 𝐓𝐡𝐞𝐲’𝐫𝐞 𝐫𝐞𝐚𝐜𝐭𝐢𝐯𝐞,...
Vineet puri
5 days ago1 min read
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Proactive Support: Fix It Before It Breks
If you’re only fixing problems when customers report them, 𝘆𝗼𝘂’𝗿𝗲 𝗮𝗹𝗿𝗲𝗮𝗱𝘆 𝘁𝗼𝗼 𝗹𝗮𝘁𝗲. Every unresolved issue is a...
Vineet puri
5 days ago2 min read
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GRR vs. NRR: The Ultimate Duo for SaaS Business Health
💡 Master GRR to plug the holes, and ace NRR to top up your bucket. It’s the secret sauce to a rock-solid and growing business....
Vineet puri
Jun 26, 20242 min read
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Embracing Tomorrow: The Evolution from CX Surveys to Predictive Analytics
Introduction: In the fast-paced realm of customer experience (CX), change is not just constant; it's accelerating. Recently, a pivotal...
Vineet puri
Jan 17, 20244 min read
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It's Time to Get Real About Customer Success 🚀
🔥 Customers Expect More, SaaS World! Sky-high demands, complex buying cycles. 77% of B2B buyers are drowning in choices. Wake-up call:...
Vineet puri
Dec 28, 20231 min read
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Elevate with Elite Tech-Touch! 6 Smart Strategies! 🚀
If your tech touch onboarding doesn't offer tailored onboarding, personalized support, and dynamic user engagement, you're just...
Vineet puri
Dec 28, 20231 min read
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Rising to the Top: The Increasing Demand for CXOs
The role of the Chief Experience Officer (CXO) has become increasingly important in recent years as businesses have begun to prioritize...
Vineet puri
Jan 14, 20237 min read
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10 Steps for Building a Culture of Data-Driven Empathy
Building a culture of data-driven empathy is essential for any organization that wants to stay competitive in today's marketplace....
Vineet puri
Jan 14, 20238 min read
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Navigating the Intersection of CX, Sustainability, and Social Impact in the SaaS Industry
In today's business landscape, companies are increasingly recognizing the importance of not only delivering exceptional customer...
Vineet puri
Jan 13, 20236 min read
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Leveraging APIs for Crafting Personalized and Seamless User Experiences
In today's digital age, businesses must strive to provide personalized and seamless user experiences to stay competitive. One powerful...
Vineet puri
Jan 13, 20238 min read
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The Power of Real-Time Customer Feedback: How to Leverage it to Drive Business Growth
In today's fast-paced business environment, staying ahead of the competition means being able to quickly and effectively respond to...
Vineet puri
Jan 13, 20237 min read
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CX in a Remote Workforce and Post-Pandemic world
The COVID-19 pandemic has forced organizations around the world to rapidly adapt to a remote workforce, and it's clear that this shift is...
Vineet puri
Jan 12, 20235 min read
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Unlocking Personalization and Efficiency: The Power of AI and Machine Learning in CX
As technology continues to evolve at a rapid pace, the use of artificial intelligence (AI) and machine learning (ML) in customer...
Vineet puri
Jan 12, 20235 min read
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