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Shruti Sharma

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**Top 25 Customer Success Leader 2024 by EverAfter** https://www.consultwithshruti.com/ My 20+ years of product, sales and customer success experience spans across B2B SaaS companies, in E-Commerce, MarTech, HRTech, and Web Conferencing and Communications. In my consulting business, the focus revolves around ensuring early to mid-stage SaaS businesses maintain high levels of customer engagement and excitement, aiming for lasting customer satisfaction. ~Client Praise~ "Working with Shruti at Nobee was a game-changer for my business. Her deep expertise in the customer journey and dedication to excellence made a remarkable impact. We introduced personalized touchpoints, resulting in increased satisfaction, loyalty, and referrals. Shruti provided practical tools, data-driven insights, and expanded my understanding of our customers. Her guidance in documenting and breaking down the entire customer journey expanded my understanding of our customers and enabled me to make informed decisions." ~Christian Fernandez, CEO Nobee My approach involves optimizing the ways companies interact with their customers, streamlining their processes, operations, and workflows to enhance the overall customer journey. Here are a few common business challenges I address: ✨Consistently unmet customer onboarding KPIs and slow product adoption. ✨Declining engagement and increasing customer churn. ✨Customers struggle to harness the product's full potential for desired outcomes. ✨Unclear identification of key milestones to ensure consistent value realization in a customer's journey. *How I Can Help You* I collaborate with clients to establish or enhance fundamental customer success processes and frameworks. Some of the outcomes I offer include: ✨Development of Customer Personas ✨Mapping of the Customer Journey ✨Streamlining the Sales to CS Handoff and Customer Kickoff ✨Creation of a 30-60-90 Day Onboarding Playbook ✨Developing a Customer Engagement & Adoption framework ✨Planning for Expansion and Retention ✨Designing Customer Education and Self-Service approaches ✨Implementation of a Voice of Customer framework ✨Implementation of a Customer Advocacy program ✨Developing a New Hire CSM Playbook All of these activities ultimately increase engagement and reduce churn. The most energizing and exciting part for me has been to collaborate with customers to uncover their challenges and support them to meet their customer related business goals. I also enjoy supporting the local Boston startup community by mentoring for Techstars Boston and Venture Lane.

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