Aishwarya Dwivedi

NPS is widely used across organisations as an indicator of customer loyalty and satisfaction but its reliability can fluctuate based on factors like product , industry, s...

Three C's - Customer Outcomes , Customer Experience and Curiosity.Customer Outcomes : CSMs must first deeply understand how the product capabilities address customer pro...

Predictive models can be a powerful tool specially when you are managing the long tail of customers. However , CSM insight should complement use of predictive models for...

When you launch a playbook the introduction point becomes your baseline. From that moment onwards you can track shifts in key metrics against the baseline and assess if K...

Both adoption and value are critical drivers for customer retention. Smooth Onboarding (Time to Onboard) and implementation (Time to Implement) results in faster time to ...

I wouldn't say that there are universally worst KPI's as what works or does not really depends on the industry , product maturity , customer base and the specific outcome...

A complete Sales to CS handoff in CRM is defined by clear customer context, what problem are we solving, what was sold, what success looks like, and what happens next sup...

Entering a new market without historical data or benchmarks can feel like stepping into the unknown.In this scenario we should start with the most important and fundament...

In most cases, CSMs are already engaged in the account and have the full context and insights. For new accounts or unassigned CSMs, a structured handoff is critical to en...

We align territory and segment coverage by anchoring Sales and Customer Success to a single, consistent segmentation model, reinforced through clear governance and system...