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Laura Lakhwara

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1 to 20 of 42 total
Posted By Laura Lakhwara Jun 30, 2021 8:47 PM
Found In Egroup: Customer Success Leadership Community
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Greetings! As the subject suggests, we're looking to set a date and time for an in-person social in San Francisco in mid/late July. Many of us have met online, but never in person so let's change that! * For illustration purposes only. We'll pick a less crowded environment! :) Let me know in ...
Posted By Laura Lakhwara Jun 4, 2021 2:10 AM
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A few more ideas: Slack: Women in Customer Success Channel Revenue Collective (if not a member, happy to post for you ) Customer Success Leadership Network Job Boards Gainsight: https://www.gainsight.com/customer-success-career-hub/ SmartKarrot https://www.smartkarrot.com/resou ...
Posted By Laura Lakhwara Jun 4, 2021 1:45 AM
Found In Egroup: Customer Success Leadership Community
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- just gave a great talk about this via Nuffsaid. https://nuffsaid.wistia.com/medias/fyh090cqnz I've always had a strong relationship (met weekly) with the CMO, Product, PR, and GTM teams. The insights and data we share are essential for upgrading ICP, messaging, sales outcomes, pricing/contracts, and ...
Posted By Laura Lakhwara Jun 4, 2021 1:40 AM
Found In Egroup: Customer Success Leadership Community
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Hi Rob, I've used the following, and I rank in this order: #1 Lucid Charts - shared licenses with product teams #3 Visio - if you're in the MS suite #2 Draw.io - If you need free through GDrive Other options: https://www.smaply.com/ https://uxpressia.com/ https://mopinion.com/top-20-customer-journe ...
Posted By Laura Lakhwara Jun 4, 2021 1:34 AM
Found In Egroup: Customer Success Leadership Community
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Seconding the use of Guru if there doesn't exist an intranet of resources where a searchable wiki could be spun up. I'd recommend Guru (I use it at Revenue Collective), and then we had external client-facing resources searchable on Hubspot Knowledge base. Google drive is how we coordinated and had multiple ...
Posted By Laura Lakhwara May 10, 2021 3:29 PM
Found In Egroup: Customer Success Leadership Community
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I'm going to have to agree with everyone on this thread. Many times CSMs get hired first because of the need to manage client success. They end up doing part-time ops in addition to CSM responsibility. I would highly recommend hiring ops first if you can. It will help you focus on leading the CSMs ...
Posted By Laura Lakhwara Apr 12, 2021 8:51 PM
Found In Egroup: Customer Success Leadership Community
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1. No. 2. We were moving to this model. We were creating GTM/Success Tiered packages, but they never got rolled out due to changes in the market.​ We need more clear definition for our product, service, support, and success, which is what was driving this decision. Additionally, it was to become an additional ...
Posted By Laura Lakhwara Apr 12, 2021 8:47 PM
Found In Egroup: Customer Success Leadership Community
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At my former company, we used Gong across sales and cs. It is expensive, but we liked it for capturing calls/transcripts and the analysis of the calls. Use Cases: Listen to Sales calls. Helped with handoff. Listen to CS calls. Helped with coaching and feedback for continuous improvement. Analytics ...
Posted By Laura Lakhwara Feb 8, 2021 2:48 PM
Found In Egroup: Customer Success Leadership Community
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All fixed ! Thanks for the flag. ------------------------------ Laura Lakhwara Head of Customer Success SoftBank Robotics [Former] San Francisco CA ------------------------------
Posted By Laura Lakhwara Feb 8, 2021 2:37 PM
Found In Egroup: Customer Success Leadership Community
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@Maranda Dziekonski shared a great take on this: Maranda Ann Dziekonski (she/her) on LinkedIn: #cs #customersuccess #customersuccessmanager Linkedin remove preview Maranda Ann Dziekonski (she/her) on LinkedIn: #cs #customersuccess #customersuccessmanager Happy ...
Posted By Laura Lakhwara Feb 2, 2021 5:38 PM
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- this is gold. Thank you!​ ------------------------------ Laura Lakhwara Head of Customer Success SoftBank Robotics [Former] San Francisco CA ------------------------------
Posted By Laura Lakhwara Feb 1, 2021 7:38 PM
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Hi , I've done this on a smaller scale with key leaders and point people on their teams. I was just reading The CS Economy, and Mehta quotes HBR paper that says CEOs spend 3% of their time with clients. This encouraged him to evaluate the amount of time he spent, and it added up to 17%. So taking that ...
Posted By Laura Lakhwara Feb 1, 2021 7:19 PM
Found In Egroup: Customer Success Leadership Community
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I love how concise this is. Thank you for sharing this. I've done all of this, but haven't seen a great way to package it efficiently. ​ ------------------------------ Laura Lakhwara Associate Director, Customer Success SoftBank Robotics San Francisco CA ------------------------------
Posted By Laura Lakhwara Jan 27, 2021 11:46 AM
Found In Egroup: Customer Success Leadership Community
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For us, when we were making changes with our success/support, it all came down to top-down buy-in and the business case we presented. When revenue can be gained and costs reduced, the data speaks for itself. Additionally, we had some major customer feedback issues, and I had those business owners join ...
Posted By Laura Lakhwara Jan 27, 2021 11:37 AM
Found In Egroup: Customer Success Leadership Community
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Hey Matt, Working for SoftBank Robotics, it was key to have global influence, and it took time to build relationships. It's reverse, and I know how challenging US product teams can be in their prioritization, but I'd focus on the following... Local Champion: Who can be a champion in the US to support ...
Posted By Laura Lakhwara Jan 15, 2021 7:00 PM
Found In Egroup: Customer Success Leadership Community
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Hi Sandra, Could you also share with meyer.laurac@gmail.com? Thanks! ------------------------------ Laura Lakhwara Associate Director, Customer Success SoftBank Robotics San Francisco CA ------------------------------
Posted By Laura Lakhwara Jan 8, 2021 2:48 PM
Found In Egroup: Customer Success Leadership Community
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might have some thoughts on this as she transitioned to leading CS at Orderly. ​ TLDR: Early-Stage Founders know now they need it. The issue is when. Too early, and it's a nightmare of a position and $ should go towards engineering. Too late, and it's reactive. Unfortunately, I find the trend that ...
Posted By Laura Lakhwara Jan 8, 2021 2:30 PM
Found In Egroup: Customer Success Leadership Community
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Hey Erika, I've started with Excel, then moved to Asana, then used a mix of Hubspot/Asana/Salesforce. I've also used Trello for another company. If you ever want to chat this, happy to give feedback! - Laura ------------------------------ Laura Lakhwara Associate Director, Customer Success SoftBank Robotics ...
Posted By Laura Lakhwara Jan 8, 2021 10:45 AM
Found In Egroup: Customer Success Leadership Community
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Welcome, Dez!!! So good to see you on here. 👏🏻​ ------------------------------ Laura Lakhwara Associate Director, Customer Success SoftBank Robotics San Francisco CA ------------------------------
Posted By Laura Lakhwara Oct 22, 2020 7:34 PM
Found In Egroup: Customer Success Leadership Community
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We have gone through the following process since launch of new product in Nov '19: Started with deal review meeting with sales, deployment (PS) and CS. We didn't reject deals, but provided guidance on deals of what we could commit to do. We didn't have data to inform good or bad customer. We were ...