Unchurned - The No. 1 podcast for Customer Success Maximizing Value: Insights into Cloudflare's Approach to Customer Success ft. Harnish Kanani, CCO (Cloudflare)
In this episode of [Un]churned, host Josh Schachter interviews Harnish Kanani, the Chief Customer Officer at Cloudflare.
They discuss Cloudflare's mission to improve the internet for everyone and their approach to customer success, including how they segment their customers based on needs, size, vertical, speed, and readiness of teams.
Harnish emphasizes the importance of serving the customer and building relationships from the initial prospecting stage through the entire journey with the company.
They also touch on Kanani's background in enterprise consulting and his leadership style focused on serving the customer.
The episode also covers various aspects of customer success, including
- Building reference ability with initial customers,
- Market conditions and budget forecasting
- How Cloudflare uses the Customer Maturity Model (CMM) to communicate value to its enterprise customers.
The CMM helps Cloudflare assess how customers are using their platform, identify opportunities for additional ROI, and work towards becoming best in class.
The company's customer success team works with individual customers to help them achieve their goals and elevate their usage of Cloudflare's solutions.
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