Today we’re going to be talking about customer success and how to do that on a global scale and to do that we brought on Balaji Gadicharla, who is currently the Global Head of Service Support and Success at CipherCloud. He explains some of the ideal trends and practices he has observed while traveling around the globe, such as having someone go to the customer in person, and then establishing dedicated teams. Balaji explains that the best way to become a trusted partner is by understanding them and how their ecosystem works, and then you will be allowed to join that system and move forward with them.

Balaji’s journey 0:55
Trends he has seen as he’s traveled the globe 3:40
Advice/best practices observed 5:46
Why companies don’t understand the nature of their customers 9:12

“We should be able to provide a unified experience to our customers–to all our customers across all incidents. So it should not be transactional–somebody picks up the phone, and then calls your boss, then everything starts falling in place. That’s not how it should be run.” 4:00

https://www.linkedin.com/in/balaji-g-8a3b076/?originalSubdomain=in