Customer Success Talks The Value Equation: Research, Examples, & Questions with Shruti Sharma
5 snips
Mar 26, 2025 Shruti Sharma, a customer success leader with 20 years of experience and the founder of Consult with Shruti, delves into the essence of value in customer success. She emphasizes the importance of research and setting clear KPIs for valuable conversations. Co-creating flexible success plans and celebrating small wins are key strategies she advocates. Shruti also highlights the power of asking better questions to enhance customer relationships and shares a cautionary tale about a beta feature that didn’t go as planned.
AI Snips
Chapters
Transcript
Episode notes
Adaptability and Curiosity in Customer Success
- Stay curious and adapt to the ever-changing SaaS industry and customer needs.
- Network, read, and use various resources to enhance your knowledge and skills.
Discovering Customer Value
- Research before customer handoff to understand their pain points and desired value.
- Give examples of how other customers achieved value with your product.
Value as Perception and Results
- Value is partially perception-based, influenced by customer experience and relationships.
- Ultimately, value also includes tangible results and meeting customer goals.