Customer Success – “Inner-you”

On March 18th, 2023, I kick-started a new chapter in my life and a venture – NīVRT™, with a mission to lead and provide “Customer Success out-of-the-box for small-mid size cloud services companies (aka SaaS) and for them to retain customers and grow revenue by providing solid foundation for Customer Success with governance, operational, execution blueprint and advanced technologies.” Customer Success for SaaS firms continues to be an emerging and growing opportunity with immense growth. NīVRT is strengthening that inner-you for its customers, by looking inwards, to ensure revenue uplift thru renewals with highly satisfied customers. We in NīVRT are in the process of building the Customer Success framework with products with the above mission in mind. And then leveraging that framework to help you drive your customers’ retention, their satisfaction, and revenue growth – thereby providing you the competitive advantage. NīVRT will lead with end-to-end thought leadership, delivery and execution built on following products…

1. BUILDSUCCESS™ (an Advisory Services Product)

NīVRT will counsel to build and optimize your upcoming or existing Customer Success blueprint –

its organization
its processes
its practices
its assets (including systems, platforms)

by undertaking in-depth listening, gathering information, analyzing the data, relating to your business goals to help you – “retain, grow and succeed” alongside your own customers.

2. EXPERIENCESUCCESS™ (a Managed Experience & Success Product, MESP™)

NīVRT will build the Customer Success Flywheel (CSF) in its own Remote Delivery Center (RDC) leveraging BUILDSUCCESS ™ and wholly-operate as a turnkey outsourced Managed Experience & Success Provider (MESP ™) service on your behalf. This will include –

Governance
Operations (incl. handling non-critical/critical requests & incidents)
Self-service portals

and align flywheel outcomes to your internal operations and functions with seamless touchpoints to delight you and your customers. The model will include an option to transfer the systems and platform to you.

3. SIMPLIFYSUCCESS™ (a Cloud based solution)

NīVRT will develop platform to simplify rendering of Customer Success outcomes using advanced technologies as AI, AR, Metaverse. This will up-level –

Anytime, anywhere customer service & connects across all (omni) channels
State-of-the-art using AI, AR to streamline multiple support channels
Extensive data analytics across customer behaviors, preferences, expectations, gaps

Special thanks to Annita McDonald from Microsoft, Vishal Chawla from Bluocean, Lax (Rao) Chepuri from Technogen helping me and my team think thru the basics, being the sounding board – help me start building NiVRT.