Innovation Led Growth

A talk by Shalaka Verma
Director, Customer Success, Modern Work, Microsoft

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About this talk

The ultimate goal of customer success is value realization for our customers, so that they are keen to continue using the products offered, try out new features, stay invested with their feedback to improve and scale the products and then ultimately, buy additional features , integrations to drive business imperatives like engaging customers, empowering employees, optimizing operations or even reimagining their own products.

Its clear that then this journey will need collaboration between various service lines and business units of the product providers, like marketing, engineering, support, delivery and ultimately sales where the value drive by customer success finally leads to additional growth. From customer's perspective, this is an excellent enabler, because the centre point of their entire journey on a product remains their value realization and the stakeholders are brought in to co-invent with them, and support is a fine balance of proactiveness and reactiveness for them to manage their KPIs effectively. This realisation becomes a key enabler to create ongoing sponsors with customers and helps deliver "innovation led growth".

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