Rav Dhaliwal is an investor and venture partner at Crane Venture Partners. He previously led customer success organizations at Slack, Zendesk, and Yammer, and before that support at Salesforce and IBM. In this episode, we talked about Rav’s newest article, “The problem with customer success,” which is a little jab at the customer success community, who seems to be at risk of drifting into the category of overhead. And in an economy in which keeping customers should be a number one priority, customer success is frustratingly unwilling to commit to numbers that drive the business. Rav’s article is a wake up call to the customer success community.
More about Rav:
On Linkedin: https://www.linkedin.com/in/ravinderdhaliwal/
Rav’s latest article, The Problem with Customer Success: https://ravsterd.medium.com/the-problem-with-customer-success-91a2b6985ec3
Crane Ventures: https://crane.vc/
Important book we mentioned. Ram Charan, What the CEO wants you to know: https://www.amazon.com/What-CEO-Wants-You-Know/dp/0609608398
Rav and I have a history of doing podcasts about his articles. Here are two from my previous customer success podcast, Helping Sells Radio:
Helping Sells Radio Episode 208: There’s no such thing as post sales: https://helpingsells.substack.com/p/208-rav-dhaliwal-go-to-market-is#details
Helping Sells Radio Episode 268: The missing piece in software sales: https://podcasts.apple.com/us/podcast/268-rav-dhaliwal-the-missing-piece-in-software-sales/id1080713333?i=1000521797852
More about Bill:
Podcast website: rebelintrapreneur.com.
Bill’s book: The Art of Agile Marketing: A Practical Roadmap for Implementing Kanban and Scrum in Jira and Confluence https://www.amazon.com/Art-Agile-Marketing-Implementing-Confluence-ebook/dp/B079GLKWB1/ref=sr_1_1?crid=2SE4RO1UTSNX&keywords=art+of+agile+marketing&qid=1669916670&sprefix=art+of+agile+marketing%2Caps%2C115&sr=8-1
Get the show on: