Predictable B2B Success How to grow 4.4 million in ARR in 3 years by driving great customer service
Jan 21, 2022
57:36
Rajiv Lamba is the CEO of Singapore-based Neurosensum a CX research startup that services 75 clients globally (including Nestle Danone and DBS).
Using his tried and tested B2B Enterprise SAAS model he grew Neurosensum from $0 to $4.4m ARR in just 3 years.
Rajiv is a CX pioneer, Southeast Asian Entrepreneur, and B2B SaaS leader who successfully grew his first research startup from $0 to $14m in sales in 6 years before a successful trade exit. Rajiv won the "Entrepreneur of the Year Award" in 2019.
In this episode, he shares how we can develop customer empathy through customer experience actionable data and insights to drive great customer service and business growth. Insights he shares include:
- The origins of Surveysensum and Neurosensum
- Why use surveys to better understand customers as opposed to other methods
- Why customer empathy is the answer to understanding your customers better
- How to embed the voice of the customer into the organization
- How to get data scientist type actionable insights that further customer empathy and business growth
- How Southeast Asia fares with customer experience and customer empathy
- Is customer experience still a viable basis for differentiating a business brand
- How do we ensure we are gaining insights in real-time or close to it in order to act in an agile manner
- How to avoid survey fatigue
- How you should think about loyalty and implementing programs that add to the customer experience
- and much much more ...