Speaker: Sarita Agrawal, Former Customer Success Director at Microsoft, sunburstsummit consulting
Please could you introduce yourself? (Name/current role/experience)
Sarita Agrawal: Hi, my name is Sarita Ru. I am the founder and Ceo of Sunburst Summit consulting. Prior to that, I've held significant roles at Microsoft Sales Force, IBM, Cisco and Saba, where I drove significant revenue growth and customer retention program.
What are you going to be talking about at Customer Success Festival?
Sarita Agrawal: I'm super excited to be speaking at customer success uh Collective Festival on September 4th um in San Francisco. I'll be talking about how we can scale our customer success organizations by improving the CS operating model. This will help us save cost, drive retention and improve efficiencies.
What is the biggest challenge facing Customer Success teams today?
(+ [optional] how are you going help tackle this in your session?)
Sarita Agrawal: Now, let's talk about what is the biggest challenge facing customer success teams. Today, we all know customer success drives value. However, we have not been able to find a way to measure the impact a customer's experience can depend on many things, good product, good pricing, good experience support integration, many, many different aspects. So if a customer is not happy or churns, it's hard to measure that exact reason. However, what we want to do in this session is help you understand how you will tackle this problem in your business. What are some of the strategies you can put in place to scale your CS function, put measurable goals and measure those outcomes.
What’s your number one customer success tip?
Sarita Agrawal: The one customer success tip that I want to leave you with is genuinely earn your customers th and deliver results for them, be authentic and focus on their business goals.
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