Have you ever wondered what challenges customer success managers (CSMs) face, especially when companies focus solely on sales? In this episode, we dive into one of the biggest issues CSMs encounter – the early lack of focus on essential business fundamentals.In this episode, we’re joined by Parul Bhandari, an experienced customer success leader, who shares insights on how early oversights can lead to major challenges for CS teams down the line. About Parul Bhandari:Parul Bhandari is a skilled Customer Success Leader known for crafting exceptional customer experiences. With a proven track record at Humantech and VelocityEHS, she boasts a 95% customer retention rate and has significantly increased expansion revenue. Parul leverages her expertise in executive management and AI technology to drive effective customer success strategies.📌 What you’ll learn about:🎯The long-term impact of neglecting business fundamentals🎯How a sales-focused mindset can create issues for customer success teams🎯The benefits of hiring customer success roles early in a company’s journey🎯Structuring teams to enhance customer retention and sustainable growth1:50) - Intro7:10) - Why Parul started South Asian Success Community9:25) - Why CS is still evolving11:02) - Need for CS standardization12:00) - Early team challenges12:36) - Should CSMs own onboarding?15:16) - Tracking CS metrics in growth19:17) - Basics of CS maturity21:00) - Measuring customer health23:12) - Importance of advocacy25:09) - Avoiding growth-stage disasters28:01) - Who handles CS tasks?29:47) - Closing thoughtsFollow Parul)Follow Mausmi)
