Skip to content

GAVS – Global IT Consulting

Menu
  • Platforms & Products
    • Platforms & Products

      GAVS’ products will help change how you organize your IT Operations, bring meaningful and actionable insights to speed up network fixes, provide real data as quantifiable justification to adopt strategies that foster business improvements.

      • ZIF
      • Products
        • zDesk – Remote, Secure Desktop-as-a-Service (VDI+)
        • zIrrus
        • GTOps
        • TruOps
        • Close
    • Products & Platforms
      • Reimagining your Digital Infrastructure with Zero Incident FrameworkTM

        Read more
    Close
  • Services & Technologies
    • Services & Technologies

      GAVS is a global IT services provider with focus on AI-led Managed Services and Digital Transformation. GAVS’ AIOps platform, Zero Incident Framework ™ (ZIF), enables proactive detection and remediation of incidents and increases uptime, helping organizations drive towards a Zero Incident Enterprise™ . GAVS has transformed IT Enterprise delivery through ZIF’s Discover, Monitor, Analyze, Predict, and Remediate modules, to optimize business services continuity.

      • Digital Services
        • Auto Discovery and Dependency Mapping
        • Cloud Enablement
          • Cloud Advisory and Transformation
          • Close
        • Automation
        • Blockchain
        • Close
      • Cyber Security Services
        • Assessment & Advisory
        • Identity & Access Management (IAM)
        • Managed Detection & Response (MDR)
        • Managed Security Services (MSS)
        • Security Automation
        • Risk & Compliance
        • Close
      • Data Privacy Services
      • Consulting & Implementation Services
        • Cloud Advisory and Transformation
        • Data Center Assessment
        • Data Center-as-a-Service (DCaaS)
        • Infrastructure re-engineering
        • Data Center Consolidation & Migration
        • Close
      • Application Services
      • Enterprise Support Services
        • Managed Infrastructure Support
        • Remote Infrastructure Monitoring
        • End User Monitoring
        • Close
      • Microsoft Services
    • Services &Technologies
      • Reinforcement Learning- The Art of Teaching Machines

        Read more
    Close
  • Industries
    • Industries

      GAVS Technologies focuses on serving various industry verticals in their digital transformation through infrastructure solutions, adopting innovation and technologies in different domains. We offer services and solutions aligned with technology trends to enable enterprises to take advantage of futuristic technologies like DevOps, Smart Machines, Cloud, IoT, Predictive Analytics, Managed Infrastructure Services, and Security services.

      • Industries Overview
      • Healthcare
      • Banking & Financial Services
      • Manufacturing
      • Media & Publishing
    Close
  • Inside GAVS
    • Inside GAVS

      GAVS is a global IT services provider with focus on AI-led Managed Services and Digital Transformation. GAVS’ AIOps platform, Zero Incident Framework™ (ZIF), enables proactive detection and remediation of incidents and increases uptime, helping organizations drive towards a Zero Incident Enterprise™ . GAVS has transformed IT Enterprise delivery through ZIF’s Discover, Monitor, Analyze, Predict, and Remediate modules, to optimize business services continuity.

      • About Us
      • Client Speak
      • Alliances & Partnerships
      • Leadership Team
      • Social Responsibility
      • Events
      • Locations
      • Contact Us
      • Press Releases
      • Media Mentions
      • Awards and Recognitions
      • In Memoriam
      • Covid Care
    Close
  • Insights
    • Insights

      We bring you discerning insights on technology trends, innovation and organization culture, thru our collection of articles, blogs and more. Insights reflects our passion in driving advancements as we move forward creating new paradigms in business and work culture. You would find our thoughts on a variety of topics ranging from evolving technologies and ways it affects businesses and lives, transformational leadership, high impact teams, diversity, inclusion and much more.

      • Blogs
      • Articles
      • White Papers
      • Brochures
      • Videos
      • Case Studies
      • enGAge Magazine
    • insights
      • Seven Tips for Leading IT Modernization and Digital Transformation

        Read more

    Close
  • Work With Us
    • Work with us

      What it means to be a GAVSian?

      If you rate high on our SWAT test (Smart, Hardworking, Articulate, Technologically curious), GAVS’ hiring profile, we promise you excitement, inspiration and the freedom to succeed in our flat organization. Being a GAVSian, you would represent our cutting edge in technological advancement while we help you hone yourself into the person you aspire to be. That’s the level of personal interest we invest in you.

      • Career with GAVS
      • Company Culture
      • Diversity @ GAVS
      • Building a respectful workplace
    Close
Back to blogs

Are your Customers Delighted? Identify and Implement!

Sep 16, 2019
SHARE

In this blog post

  • Driving customer success
  • Customer Success – the key basics!
  • The ‘What’ and ‘How’ of Challenges
  • The measurement scale of customer success
  • Magic Mantra
  • How unique is GAVS’ approach to Customer Success?

Balaji Uppili, Chief Customer Success Officer

Driving customer success

More power to Customer Success! Earlier, the term customer satisfaction resonated heavily with enterprises of all sizes. But now, it has been overpowered by customer success. Customer success has evolved dramatically over the years, transforming its need to more of a necessity. Secondary research confirms that 21% of companies consider customer success important hence, they invest time and money on the same. As a concept, customer success ensures that customers achieve their desired outcome. It is not only about retaining customers but also adding growth to the business through a conducive relationship focused on effective client management. Such a mutual relationship between a client and the vendor can be a win-win situation for both, thus driving customer success.

In an attempt to understand the value of customer success, we conversed with Balaji Uppili, Chief Customer Success Officer in GAVS Technologies. His 25 years of industry experience and expertise helped unlock a dynamic perspective on customer success.

Customer Success – the key basics!

He pointed out that customer success, although it may sound simple is way beyond just modest execution of individual expectations and aspirations. As a vendor, the primary concern is to focus on an individual or a group of individuals or even an organization to meet evolving expectations. He pointed out the challenge that most enterprises face in this environment is in identifying the precise aspiration or expectation – is it customer success or customer satisfaction? In most instances, it is misinterpreted as customer satisfaction, which is why there is a fine gap that enterprises strive to fulfill.

It is a myth that customer success is a simple delivery of a Statement of Work (SOW). Rather the reality is, delivering customer success will automatically ensure delivery of the SOW as it is a superset of identifying and fulfilling an expectation. It, however, cannot be perceived the other way around. The success mantra for a leader is to get the demarcation right between customer success and customer satisfaction.

The ‘What’ and ‘How’ of Challenges

The key aspect of customer success is not only ensuring the best return on investment but to understand the customer requirement in a precise manner. The requirement must be in sync with the profile and positioning of the customer – a key attribute to ensure customer success. This entire process is a challenging task as expectations keep evolving.

Balaji didn’t forget to mention that to a great extent customer success depends upon emotional quotient. Hence, the focus should be on ‘how’ to transform an emotion into something tangible that is measurable. This will enable the entire team to participate in the journey of success. He elaborated further that customer success is a cohesive success of the entire team rather than an outcome of an individual.

The measurement scale of customer success

First of all, Balaji acknowledged the importance of real-time information from the customer himself to understand if the delivery met expectations.

Secondly, he highlighted the point that understanding the behavior of individuals that can influence customer success.

Magic Mantra

In order to achieve customer success, one needs to add quantifiable measures and follow three basic steps. First, it is absolutely imperative to understand the facets of basic customer success, after which one needs to figure out tangible ways of attaining that success and lastly execute the same in an efficient manner. Such a cohesive approach to tend to customer expectations in all probability lead to attaining customer success. Balaji stressed on the fact that ‘customer success’ is the driving force and lifeline of GAVS’ existence. GAVS has a platform to enable and drive measurable outcomes and ensure critical governance to customer success. He further said, “We call our organization a customer-success organization instead of just being delivery-driven. We have achieved this transformation over the years with great grit and an evolving mindset”.

How unique is GAVS’ approach to Customer Success?

GAVS stands strong in its approach to delight customers. To build a strong ecosystem that drives customer success, GAVS has a customer success management platform, wherein the entire process is templatized. Every facet of customer success at GAVS, whether it is baselining, capturing, to measuring and delivering success, follows an in-house standardized template. Weaving its sub aspects together into a single string ensures effective customer success management.



Top Trends of Data Management in 2021
Top Trends of Data Management in 2021
Read More
enterprise IT support services in the USA
How Automation and 5G Must Go Hand in Hand in Telecommunications
Read More
Digital Transformation Services and Solutions
How to Make UX and AI Work Together
Read More
GAVS – Global IT Consulting

Copyright © 2022, GAVS Technologies.

  • Privacy Policy
  • Cookie Policy
  • Terms of use
  • Contact Us
  • Platforms & Products
    • Platforms & Products
    • Products
      • Zero Incident Framework ™
      • Products
      • zDesk – Remote, Secure Desktop-as-a-Service (VDI+)
      • GTOps
      • TruOps
      • zIrrus
  • Services & Technologies
    • Services & Technologies
    • Digital Services
      • Digital Services
      • Auto Discovery and Dependency Mapping
      • Cloud Enablement
        • Cloud Advisory and Transformation
      • Automation
      • Blockchain
    • Data Privacy Services
    • Cyber Security Services
      • Cyber Security Services
      • Risk and Compliance
      • Security Automation
      • Managed Security Services (MSS)
      • Managed Detection and Response (MDR)
      • Identity and Access Management
      • Assessment and Advisory
    • Consulting & Implementation Services
      • Consulting & Implementation Services
      • Cloud Assessment & Advisory
      • Data Center Assessment
      • Data Center-as-a-Service (DCaaS)
      • Infrastructure re-engineering
      • Data Center Consolidation & Migration
    • Application Services
    • Enterprise Support Services
      • Enterprise Support Services
      • Managed Infrastructure Support
      • Remote Infrastructure Monitoring
      • End User Monitoring
    • Microsoft Services
  • Industries
    • Industries Overview
    • Healthcare
    • Banking & Financial Services
    • Manufacturing
    • Media & Publishing
  • Inside GAVS
    • Inside GAVS
    • About Us
    • Industries
    • Client Speak
    • Alliances & Partnerships
    • Leadership Team
    • Social Responsibility
    • Events
    • Find us
    • Reaching us
    • Press Releases
    • Media Mentions
    • Awards and recognitions
    • In Memoriam
    • Covid Care
  • Insights
    • Insights
    • Articles
    • Blogs
    • White Papers
    • Case Studies
    • Brochures
    • Videos
    • enGAge Magazine
  • Work with us
    • Work with us
    • Career with GAVS
    • Company Culture
    • Diversity @ GAVS
    • Building a respectful workplace

Schedule a Demo