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How to Build a Constellation of Stars with Customer Stakeholders?

How to Build a Constellation of Stars with Customer Stakeholders?

27, Sep 2025 4 minutes

Mico moves in CX

Micro Moves that Spark Macro Changes in Customer Experience

22, Sep 2025 4 minutes

Pralhad as a TEDx Speaker

1x TEDx Speaker: A Stage, a Story, and 18 Minutes That Mattered

19, Sep 2025 3 minutes

Quantum Jump for AI Adoption in CS

Accelerating AI Adoption in Customer Experience: Quantum Jump

8, Sep 2025 4 minutes

Why Bandwagon Bias Blocks Strategic Relationships with Customers

5, Sep 2025 3 minutes

Value Workshops

Co-Host Value Workshops with Customers: A Strategic Playbook for CSMs

1, Sep 2025 4 minutes

Avoid Drama Triangle during customer Escalations

How to Avoid the “Drama Triangle” Trap During Customer Escalations

24, Aug 2025 4 minutes

Customer Lifetime Value

How Higher Customer Lifetime Value Fuels Longer Customer Retention?

12, Aug 2025 4 minutes

Difficult Conversations

How to Face Difficult Conversations Without Sounding Harsh with Customers?

8, Aug 2025 5 minutes

Engage with Underutilizing Customers

How to Efficiently Engage with Underutilizing Customers Without Risking ARR Reduction?

2, Aug 2025 5 minutes

Customer Tiering based on CLV

Why Customer Tiering Should Be Based on Customer Lifetime Value (CLV) Instead of ARR?

26, Jul 2025 5 minutes

Playrooms - time for change

Why Playrooms Are Gaining Momentum in Customer Success: A Shift from Control to Co-Creation

20, Jul 2025 4 minutes

7 Killer One-Liners for CSM During Their First Customer Introduction

16, Jul 2025 5 minutes

Top Security Concepts Every CSM Should Know in a Cloud-Native SaaS Company

9, Jul 2025 5 minutes

Signs that Customer Success is Heading for an Overton Window Shift

4, Jul 2025 4 minutes

Speaking at last

Why as a CSM speaking last becomes more impactful in the high stake escalation resolution meetings?

30, Jun 2025 5 minutes

Essentials to Know Before You Manage Multi-Region Accounts as a CSM

28, Jun 2025 4 minutes

Playroom value outcomes

Strategic Moves: Driving Outcomes Through Playrooms

21, Jun 2025 5 minutes

Dark Engagement Patterns Customers Dislike and How CSMs Can Avoid Them

14, Jun 2025 5 minutes

Engagement Playrooms

Essential Engagement Playrooms to Uplift the Customer Experience

8, Jun 2025 4 minutes

Playroom v/s Playbooks

Playrooms vs. Playbooks: What Sets Them Apart in Modern Customer Success

2, Jun 2025 4 minutes

Customer Milestones

Why visibility, alignment and timing is important when dealing with Customer Milestones

22, May 2025 4 minutes

LY Words to avoid

"LY" Words to avoid During the Trust-Building Phase with Customers

16, May 2025 3 minutes

Smarter Digital Success

Digital Customer Success Is Not Low Touch - It’s Smarter Touch

12, May 2025 3 minutes

CSM Guide - How to Earn Attention in High-Pressure Customer Meetings?

7, May 2025 4 minutes

New Deals vs. Renewals in SaaS - Key Differentiating Factors

Customer "Acquisition and Retention" Discussions - Key Differentiating Factors

23, Apr 2025 5 minutes

Authenticity in the Age of AI Conversations: A Customer Experience Perspective

Authenticity in the Age of AI Conversations: A Customer Experience Perspective

14, Apr 2025 4 minutes

Avoiding Common Pitfalls in Digital Customer Onboarding

Avoiding Common Pitfalls in Digital Customer Onboarding

8, Apr 2025 3 minutes

Key Indicators That Customers Feel Conversations Serve No Purpose

What Are the Key Indicators That Customers Feel Conversations Serve No Purpose?

2, Apr 2025 4 minutes

Why is the post-sign-up journey where real Customer Success magic happens

Why is the post-sign-up journey where real Customer Success magic happens?

24, Mar 2025 5 minutes

Experience Renewal

Why Customers Align More with Renewing Experiences Than Just Subscriptions?

11, Mar 2025 6 minutes

Hyper personalisation

Is Hyper-Personalisation the Most Important By-product of Digital Customer Success?

6, Mar 2025 4 minutes

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Content Note

The views and opinions expressed in this blog are entirely my own and do not reflect those of any current or past employers I have worked for. Any scenarios, examples, or case studies mentioned are purely fictional and are intended solely for illustrative and knowledge purposes.

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