Ep#69: Customer-Centricity: The Key to Long-Term Business Success and Sustainability ft. Tushar Bansal (VP Customer Success, Heap)

Welcome to today’s episode where we have a very special guest, Tushar Bansal, VP, Presales, Customer Success & Professional Services at Heap. He discusses the importance of customer success and its role in ensuring long-term business success. He highlights the challenges of disconnect between pre-sales understanding and post-sales onboarding and shares strategies for overcoming them. Personalized onboarding experiences and key metrics for measuring success are crucial in delivering value to customers. Increasing customer lifetime value (LTV) and implementing best practices for digital touch scale adoption programs are also emphasized. Striking a balance between profitability and exceptional customer service is essential. Tushar offers valuable advice for startups, emphasizing the importance of focusing on customer needs and metrics that align with business goals.