SAP’s Lakshmi Neelakantan on Delivering Customer Value Through Platform as a Service
This blog is a summary of a recent podcast interview that Kristen Hayer did with Lakshmi Neelakantan.
In the fast-paced world of technology and customer service, Platform as a Service (PaaS) stands out as a revolutionary approach that is reshaping the way businesses operate and engage with their customers. Our latest podcast episode, featuring Lakshmi Neelakantan from SAP, takes us on a journey into the heart of PaaS and its implications for Customer Success. As a Director of Customer Success at SAP, Lakshmi brings a wealth of experience and knowledge to the discussion, shedding light on the strategies that can help businesses leverage PaaS to its full potential.
Throughout the episode, Kristen and Lakshmi delve into the nuances that set apart Customer Success in the PaaS ecosystem from traditional Software as a Service (SaaS) models. Lakshmi emphasizes the importance of feature utilization in PaaS, which is pivotal for realizing true value. This realization isn't limited to a single scope but is spread across various projects, making customer education and engagement with technical decision-makers crucial components of success. The podcast explores the concept of a maturity framework, which provides a structured approach to help businesses evolve their technological capabilities and align them with future goals.
As businesses adopt PaaS, they often face internal competition. Lakshmi discusses the challenges of ensuring platform selection during project blueprinting and the need for Customer Success teams to remain actively involved in the decision-making process. The strategic framework shared in the episode is an invaluable tool for enterprises looking to maximize their investment in platform capabilities, and ultimately, enhance customer satisfaction and retention.
One of the key takeaways from the conversation is the evolving trends in Customer Success. Lakshmi touches upon the integration of artificial intelligence (AI) in the Customer Success domain and the cultural shift towards recognizing Customer Success as a core organizational value. These insights not only reflect the current landscape but also provide a glimpse into the future of customer relationships and technological advancement.
In conclusion, this episode of Innovations in Leadership is a must-listen for anyone interested in understanding the impact of PaaS on Customer Success. It provides actionable strategies and a deep dive into the intricacies of PaaS that are essential for businesses aiming to enhance their customer engagement and drive value. Don't miss out on this opportunity to learn from one of the industry's leading experts, Lakshmi Neelakantan, and stay ahead in the competitive world of platform services. Tune in here to experience the full episode.