Oct 9And McTominay has done itManchester United always (used to) score in the last minutes. This blog was first published on my Substack. Like McTominay, I was watching the BECKHAM documentary too, and wondering when was the last time we scored two goals in injury time. …Manchester United5 min readManchester United5 min read
Sep 22Running out of adjectivesThis blog was published on my Substack. Defensive frailties, Onana howler, lack of intent and fight…I could go on and on about Manchester United’s (better-looking score than the performance) 3–4 loss to Bayern Munich last night but to be honest, I’m out of adjectives to describe United’s start to this…Football5 min readFootball5 min read
Apr 20, 2021European Super League: Americanizing the most romantic game in the worldAmerican owners don’t understand the concept of relegation in football. So guess what they have decided. They will Americanize the most romantic game in the world by creating a European Super League (ESL). 15 founding teams will forever play each other and 5 other teams will qualify for it. …Manchester United19 min readManchester United19 min read
Jun 17, 2020Can’t travel? 6 alternatives for Customer Success Managers.You can’t travel and have to work remotely. What can you do to make your customers feel that you are a part of their team? In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma — to travel or not…Customer Success4 min readCustomer Success4 min read
May 12, 2020Covid-19 is increasing the risk of churn: What should customer success do?I always thought 2020 would be the year when SaaS companies will finally realize the importance of remote work. But not in such a way. …Customer Success5 min readCustomer Success5 min read
Oct 15, 2019The Bangalore Cafe is here to give foodies some major food comaI love food and usually write on Zomato and LBB. I also post lots of food pics on Instagram. But thought I should try my hand at writing a food blog. So any feedback would be much appreciated. I usually don’t go out to eat vegetarian food but when I…Food6 min readFood6 min read
Published inSuccess Bound·Jun 21, 2019Best practices for configuring a perfect customer health score (and why single health score fails)TL;DR A single customer health score is not ideal for a B2B SaaS business. The best practices for configuring a health score include Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals Measuring leading indicators with short lookup windows Having a simple risk strategy, i.e., poor…SaaS7 min readSaaS7 min read
Published inThe Startup·Jun 10, 20195 customer marketing mistakes while trying to increase upgrades and upsellsI appeared on a podcast with Bryan Reynolds of Sure Oak to discuss the impact of customer marketing on upgrades and upsells. What is Customer Marketing Before we even talk about what is customer marketing, let’s discuss a little about why it has become so important. In the subscription economy, you cannot take…SaaS5 min readSaaS5 min read
Published inHackerNoon.com·Nov 25, 2018SaaS customer retention best practices to maximize renewalsIn the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. According to studies, the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. …Customer Success7 min readCustomer Success7 min read
Published inThe Startup·Oct 9, 2018Delivering Customer Success for Fortune 500 with Tj Randall“The secret of successful managing is to keep the five guys who hate you away from the four guys who haven’t made up their minds.” — Casey Stengel What is Customer Success? Is it maximization of value to the customer right from onboarding to the stage where the customer becomes…Customer Success8 min readCustomer Success8 min read
