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CX Tales from LN

Lakshmi Narayanan (a.k.a. LN).

Hi, I'm Lakshmi Narayanan, but you can call me LN! I'm a customer success leader with an experience across multiple domains, ensuring organizations deliver exceptional customer experiences. I have nearly a decade of professional experience and a track record in customer success, sales, pre-sales, solutioning, support, and software development, working with various market segments and industries. Check out my newsletter and sign up for customer experience tips and insights!

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Featured Post

Mastering Discovery Questions for Delivering Customer Outcomes

Discovery questions are your secret weapon to delivering better customer outcomes! First, the why🌟 Discovery questions are crucial in the Customer Success journey. They help uncover your customers’ goals, pain points, and expectations. Use them to tailor your approach for amazing results. How do you master discovery questions? Be curious and genuine, and listen actively. Customers appreciate the attention and will open up, allowing them to align your solutions with their needs. Effective...

8 months ago • 1 min read
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Kick things off right Set up a formal kickoff call and define success criteria from the get-go. Then, schedule follow-up calls to establish pain points, business criticality, and baseline metrics. Create an onboarding plan with crystal-clear milestones and sponsor sign-off. Then, go all in on hitting those milestones and celebrate progress. Get SMART about metrics! To create an effective business strategy, your objectives must be specific, measurable, achievable, relevant, and time-bound. But...

8 months ago • 1 min read
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DOs: Listen to your customers. 🎧 They’re your greatest source of insight and information. Their feedback is invaluable in improving your product and service.✨ Set clear expectations. 📈 Define success metrics and goals with your customers to ensure mutual understanding and shared vision. 🤝 Invest in your team. 🌟 Upskilling your team members allows them to provide top-notch support and empowers them to make a real difference. 🚀 DON’Ts: Ignore unhappy customers. 😓 Address their concerns, learn...

8 months ago • 1 min read
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Let’s talk discovery - Given the macroeconomic conditions and whatnot, companies are scrutinizing their SaaS spending even more. It’s even more vital to sell the right solution to the right customer at the right time. Enter discovery - The process is to help us focus our efforts on the customers where there is a real need and opportunity to demonstrate business value & ROI for the customers, fueling our growth. It also brings predictability to our pipelines. The discovery process helps...

8 months ago • 1 min read
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