44 min
Building an Offensive Approach to Customer Success
Srikrishnan Ganesan, CEO, Rocketlane - As a customer-obsessed function, CS teams want to focus on accelerating time-to-value, delivering ‘wow’ moments, and unlocking growth by tapping into expansion opportunities. But in reality, work becomes reactive. A disproportionate amount of time is spent dousing fires, pacifying unhappy customers, and navigating through requests — putting teams on the back foot. Hear Srikrishnan Ganesan, co-founder of Rocketlane, on the essentials you need to enable your CS team to play offense more often — so you get more upsells and cross-sells, higher NRR, and create an army of advocates.
