Midhun VP

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March 22 2024

Embracing GenAI: How Cloud ERP Customers Are Winning

Picture this: You’re at a stand-up comedy show, and the host kicks off with a classic joke. You chuckle, settling in for a night of laughter. Then, just when you least expect it, the conversation takes a sharp turn into deeper, more thought-provoking territory, leaving you intrigued and engaged. That’s the essence of our journey into the world of GenAI and Cloud ERP.

I recently had the chance to dive into a demo showcasing the integration of GenAI directly into an ERP. It’s like witnessing the future. The impact it’s set to make in the ERP space is fascinating and much bigger than everyone thought.

ERP companies are at a critical point, facing the disruptive impact of GenAI. It’s incredible to see how quickly they’re adapting, integrating GenAI into their systems to stay ahead of the curve. But here’s the kicker – not all ERP customers are going to reap the benefits.

For those still running on-prem ERP, the outlook isn’t exactly rosy. With all the focus and investment pouring into cloud-based platforms, on-premise users risk missing out on crucial AI features. Most businesses running on-prem ERP or private cloud may lag behind GenAI adoption because they may not get those features or its going to be late. And if their ERP vendors aren’t ready with public cloud(Multi tenant) its time to look for alternate ERP solutions.

The Dawn of GenAI in ERP Has Arrived

GenAI Meets ERP Now, some ERP vendors have nailed the integration game, seamlessly embedding GenAI into their systems. But for those lagging behind, it’s a missed opportunity that speaks volumes about their strategy and execution. We’re not just talking about basic API connections here – we’re talking about GenAI LLM-based solutions built right into the ERP framework, complete with top-notch security and data privacy measures.

Endless Opportunities: Unleashing GenAI in ERP

The beauty of GenAI lies in its endless possibilities within ERP systems. Remember when ChatGPT first dropped in 2021? It was hard to imagine its applications in the ERP domain. But fast forward to today, and we’re seeing it pull insights from ERP data like nobody’s business.

GenAI is capable of analyzing vast amounts of data in ERP and provides insights into demand forecasting, predictive maintenance, planning and simulation, automated report generation, financial forecasting, risk assessment and many more. This is just the tip of the iceberg – GenAI has the potential to revolutionize every aspect of ERP business processes.

Security and Data Privacy

Now, I know there’s been a lot of chatter about the security and privacy risks associated with GenAI integration. But here’s the thing – those concerns? They’re yesterday’s news. Several ERP vendors have already cracked the code, demonstrating that with the right approach, security and privacy can be addressed effectively.

The Race to AI Supremacy: Who Will Come Out on Top?

As the cloud ERP market takes a backseat to the AI race, the million-dollar question remains: which ERP will emerge victorious? My guess? We’ll have our answer within the next five years. Just like the shift to cloud computing reshaped the software landscape, the successful execution of AI integration is poised to redefine the future of ERP systems. It all boils down to execution – and only time will reveal the true frontrunners in this AI revolution.

March 17 2024

Maximizing Success: A Guide for Customer Success Managers in the SaaS Industry

Midhun VP Business, Technical 0

In the competitive landscape of the Software as a Service (SaaS) industry, success isn’t just about acquiring customers; it’s about retaining them and ensuring they achieve their desired outcomes. Customer Success Managers (CSMs) play a pivotal role in this journey, acting as the bridge between the customer and the company. In this guide, we’ll delve into the dos and don’ts of making CSMs successful in a large SaaS company, drawing insights from leading experts and practitioners in the field.

Understanding the Role of a Customer Success Manager

First and foremost, it’s crucial to grasp the essence of a CSM’s role. At its core, a CSM is responsible for nurturing customer relationships, understanding their needs, and guiding them towards success with the product or service. This involves proactive communication, timely support, and a deep understanding of the customer’s business objectives.

Dos for Success:

Build Strong Relationships: Successful CSMs prioritize building trust and rapport with their customers. They go beyond transactional interactions and aim for meaningful, long-term partnerships.
Understand Customer Goals: A thorough understanding of the customer’s goals and challenges is essential. CSMs should align the company’s offerings with the customer’s objectives, ensuring a tailored approach to success.
Proactive Communication: Anticipating needs and addressing concerns before they escalate is a hallmark of effective CSMs. Regular check-ins, progress updates, and proactive problem-solving demonstrate commitment to the customer’s success.
Product Expertise: CSMs should have an in-depth knowledge of the product or service they’re supporting. This enables them to provide valuable guidance, recommend relevant features, and troubleshoot effectively.
Data-Driven Approach: Leveraging data and analytics is key to understanding customer behavior and identifying areas for improvement. CSMs should track metrics related to customer health, usage patterns, and satisfaction levels to drive strategic decisions.

Don’ts to Avoid:

Being Reactive: Waiting for customers to reach out with issues is a recipe for dissatisfaction. CSMs should proactively engage with customers, anticipate their needs, and address potential roadblocks before they arise.
Overpromising and Underdelivering: Setting unrealistic expectations can lead to disappointment and churn. CSMs should be honest about what the product can and cannot do, setting realistic goals for customer success.
Neglecting Training and Onboarding: Effective onboarding sets the foundation for a successful customer journey. CSMs should ensure customers receive comprehensive training and support during the onboarding process to maximize product adoption and value realization.
Ignoring Feedback: Customer feedback is invaluable for driving product improvements and refining the customer experience. CSMs should actively solicit feedback, listen attentively to customer concerns, and advocate for necessary changes within the organization.
Losing Sight of the Big Picture: While it’s essential to focus on individual customer needs, CSMs should also keep sight of the broader company goals and strategies. Aligning customer success initiatives with organizational objectives ensures a cohesive approach towards growth and scalability.

Conclusion:

In the dynamic landscape of the SaaS industry, the role of Customer Success Managers is more critical than ever. By adhering to the dos and don’ts outlined in this guide, CSMs can elevate their effectiveness and drive meaningful outcomes for both customers and the company. Remember, success in customer success is not just about meeting expectations; it’s about exceeding them consistently, fostering trust, and cultivating lasting relationships.

April 25 2023

ChatGPT: The Ultimate Solution to ERP User Experience Challenges

Midhun VP Technical 0

The release of chatGPT sparked many discussions on its potential impact across various industries. One of the first actions taken by ERP vendors was to quickly integrate chatGPT into their own systems, as everyone wanted a share of the benefits it offered. In fact, Salesforce even went as far as copying the name “GPT” and released Einstein GPT as their own generative AI service;)

Despite the excitement surrounding the future of AI and its potential applications in ERP systems, what excites me most is how chatGPT can revolutionize the user experience of these apps. Having worked on developing various chatbot apps for ERP systems in the past, I have found that none have fully served their intended purpose, often leading users to revert to the old, more time-consuming way of working. ChatGPT, however, has the potential to change this.

Improving the user experience of ERP systems is no small feat

The complexity of these systems has been discussed at length in the past, and while ERP vendors have invested a lot in improving the user experience, there is still much work to be done. End user training can be a lengthy process, and finding ways to simplify and streamline these systems has been a challenge.

Over the next five years, I predict that there will be a significant shift in how end users utilize ERP applications. Rather than having to open multiple systems for insights, users may be able to simply chat with chatGPT and receive the information they need faster than ever before. Personalized recommendations and insights based on user behavior and preferences will be a significant win for executives and managers. Being able to obtain accurate numbers on sales and individual performance without having to navigate through various systems will be a game-changer.

Integrating with multiple apps in Enterprise

Integrating chatGPT into multiple applications within an enterprise can provide a seamless end-to-end experience. It can present information in a unified and easy-to-understand format from different systems, improving the overall user experience. However, there are some challenges that need to be addressed before chatGPT can be fully integrated into ERP systems. Ensuring data security and privacy is of utmost importance, particularly as ERP systems often contain sensitive and confidential information. Another challenge is ensuring that chatGPT can navigate complex business processes and workflows, which are often highly customized.

In conclusion, chatGPT has the potential to revolutionize the user experience of ERP systems. Its ability to understand natural language, automate routine tasks, and provide personalized recommendations can significantly improve productivity and reduce the learning curve for new users. While there are still some challenges that need to be addressed, the future of ERP systems with chatGPT looks promising, and I’m excited to see how this technology will continue to evolve and enhance the user experience of ERP applications. We’re only at the beginning of what AI can accomplish. Whatever limitations it has today will be gone before we know it!

March 7 2023

Exploring the Customer Experience: A Reflection on the Importance of Customer Journey Mapping

Midhun VP Business 0

Communication with customers is fragmented as different people and teams engage with customers during various stages of the customer lifecycle. For instance, the sales team engages with customers during the sales phase, the implementation team during solution implementation, the marketing team, customer success team checkin later, and at times, executives may engage with customers. Customer journey mapping can be used by companies to improve the customer experience. Mapping the customer journey can provide a better roadmap for customers. The goal of customer journey mapping is to identify areas where customers may face challenges or frustration and to find ways to improve their experience. However, there are common mistakes that companies make that can hinder the effectiveness of this exercise. Here are few of my thoughts on it,

The first mistake that companies make is to focus too much on touchpoints and not enough on the overall customer journey. Touchpoints are the individual interactions that customers have with a company, such as sales interactions, marketing interactions, escalations, or customer success manager cadencence calls. While touchpoints are important, they are just one part of the customer journey. To truly understand the customer experience, companies need to look at the journey from the customer’s perspective. Mapping the customer journey beyond touchpoints can help companies identify areas of improvement that may have gone unnoticed.

Another mistake that companies make is relying on assumptions instead of gathering data. To truly understand the customer experience, companies must gather data from various sources, including stakeholders like sales teams, project teams, renewal teams, and customer success teams. Involving every stakeholder is important. Their customer insights can provide a wealth of information that can be used to improve customer experience.

For example, a company may assume that their customers are happy solely based on usage statistics. However, the customers may have plans to replace the product due to a new executive strategy. Communicating with the appropriate stakeholders can help gather this information in advance and take measures to prevent churn. Alternatively, it can help identify potential sources of dissatisfaction and take corrective action.

A third mistake that companies make is not valuing diverse views. Customer journey mapping should involve people from different departments, such as sales, customer success, marketing, product support, and product development. Each department has a unique perspective and can provide valuable insights into the customer journey.

The fourth mistake that companies make is not using the insights gained from customer journey mapping to drive change and improve the customer experience. Customer journey mapping is a means to an end, not an end in itself. The goal is to identify areas for improvement and take action to make changes that will benefit the customer.

To summarize, customer journey mapping is a valuable tool for companies to understand and improve the customer experience. However, companies should avoid common mistakes such as overemphasizing touchpoints, making assumptions, undervaluing diverse views, and not taking action on the insights gained. In essence, customer journey mapping is just the start of creating superior customer experiences.

February 23 2023

High Output Management: A Must-Read Guide for Today’s Managers

Midhun VP Books 0

“High Output Management” by Andrew S. Grove is a classic management book that provides practical advice for managing people and processes in a high-tech organization. As a non-fiction book enthusiast, I found this book to be a valuable resource for people working in large and small corporations. The author presents the topics in a simple and easy-to-understand manner, making it a great read for both experienced and novice managers.

In “High Output Management,” Grove, the former CEO of Intel, provides a comprehensive guide to effective management practices. While it may seem like a book tailored exclusively for those in leadership roles, its insights extend far beyond the boardroom. At its core, Grove’s masterpiece is about orchestrating productivity at all levels, from the individual to the organizational.

Understanding the Hierarchy of Needs:

One of the significant concepts discussed in the book is the hierarchy of needs. A manager’s responsibility is to improve the performance of their subordinates, which can be achieved through training and motivation. According to Maslow, motivation is closely related to the idea of needs, which causes people to have drives, resulting in the motivation to work. People have needs that must be fulfilled in a certain order, starting with basic physiological needs such as food, water, and shelter, and moving up to higher-level needs such as self-actualization. A manager must understand the needs of their employees to motivate them effectively.

Empowerment through Delegation: The author provides examples of both positive and negative leverage activities. Positive leverage activities involve delegating tasks and empowering employees to take ownership of their work. For instance, while discussing how to leverage activities, the author also talks about negative leverage activities. I found this relatable to some of the managers I’ve worked with in the past. Managerial meddling is an example of negative leverage, where a supervisor uses their superior knowledge and experience of a subordinate’s responsibilities to assume command of a situation, rather than letting the subordinate work things through themselves. This approach can lead to the subordinate showing less initiative in solving their own problems and referring them instead to their supervisor.

Decision-Making with Conviction: Timely and decisive decision-making is imperative for organizational success. Avoiding the pitfalls of managerial meddling and indecision, managers must exhibit confidence in their choices while empowering team members to navigate challenges autonomously.

Clear Communication: Effective communication is the cornerstone of successful management. Regular feedback, guidance, and transparent dialogue ensure alignment across the team. As per author embracing tools like one-to-one meetings facilitates open communication channels, nurturing a culture of collaboration and accountability.

Overall, “High Output Management” provides an excellent perspective on various topics such as how to conduct meetings, decision-making, hiring, organizational structure, and more. This book is a valuable resource for managers who want to improve their management skills and become effective leaders.

January 31 2023

To Take or Not to Take: Navigating a Job Offer from a New Company

Midhun VP Career 0

As a seasoned professional, you have probably faced the dilemma of whether to stay in your current role or make a switch to a new company. This is a difficult decision that requires careful consideration of your current situation and future goals.

Recently, I received a query from a friend who works at a large consulting firm and was offered a new job with a 40% salary increase. The person asked for advice on whether to take the new job or stay with their current employer. Here is my advice on this scenario, based on my personal experiences.

First and foremost, remember that you are the one responsible for your own interests. You have a duty of care and confidentiality to your current employer, but you don’t owe them loyalty.

“My manager helped me get promoted. Will it leave them in the lurch if I take the new job?”.

Assume you decline the offer and stayed. But, keep in mind that your manager could leave the company at any time. Now what? Prioritize your own needs before helping others.

“What if I receive a counter-offer that matches the new job’s offer?”

Don’t accept it. This could burn your reputation and make you look unprofessional. If you had to get another offer to be paid your market rate, this is a sign that your current company wasn’t valuing you enough.

“What if the new company turns out to be a bad fit? I’m comfortable in my current role and with my current team.”

Remember that you have the skills and experience to find another job. That’s why you landed this offer. You have the ability to interview well, and you can do it again.

“But if I stay I may get promoted in a couple of years.”

Consider that leaving can bring you new experiences, money, and a fresh perspective. And, you can always return to your current employer at a higher level later.

Finally, take a moment to consider why you interviewed with another company. The answer may not be solely about money, but if it is, that’s okay. If it’s the work culture that you don’t like, keep in mind that a promotion or raise won’t fix that.

Make sure you weigh the risks and benefits of both options carefully. Take control of your career and make a decision that will benefit you in the long run. Remember, you have the skills and experience to succeed no matter where you go.

January 16 2023

A New Year, A New Beginning: Embracing the Opportunities of 2023

Midhun VP Career 0

As we welcome the new year of 2023, it’s important to reflect on the past and set intentions for the future. One thing that I’ve learned in my own personal and professional journey is the importance of not worrying about things we can’t control, focusing on our health, and constantly expanding our knowledge through reading and learning.

Stop Worrying

One thing that I’ve learned over the past year is the importance of not worrying about things that we can’t control in our companies or careers. It’s easy to get caught up in the stress and anxiety of things that are out of our hands, but it’s important to remember that we only have control over our own actions and decisions.

Focus on Health

One aspect of our lives that we can control is our health. I made the decision last year to invest in a personal trainer, and it has been one of the best decisions I’ve ever made. Not only has it helped me to be more persistent in my fitness journey, but it has also helped me to feel more energized and confident in my daily life. I urge you to take your health seriously and invest in it in whatever way works for you, whether it’s hiring a trainer, joining a gym, or committing to a daily walk or run.

The Famous 80/20 Rule

Lastly, it’s important to remember the 80/20 rule in our careers. This principle states that 80% of our results come from 20% of our efforts. It’s important to focus on the things that truly matter and that will bring us the most success, rather than wasting time and energy on things that don’t.

80% of a company’s revenue is generated by 20% of its customers. Generally, we have a tendency to act on everything that comes our way. But, remember that only 20% of what you do gives 80% of the result. . Identify the 20% of things that help you grow in your career to focus on.

May this new year bring you new and innovative ideas, and the courage to take risks and try new things! Happy 2023!

May 28 2022

How to Build an HR Chatbot using Microsoft Azure Bot Service?

Midhun VP Technical 0

My first thought after using Microsoft Azure for building a chatbot is that it’s a bit complex. Particularly, the initial setup required in the local machine is a long task.

In this example, I’m explaining how you can use the Azure bot service to build a simple HR Chatbot. The chatbot is built to answer frequently asked HR questions, based on the knowledge base.

To make your life easy I’ve uploaded the source code in Git. The steps to be followed are given below – let’s explore it!

Prerequisites:

Azure subscription: https://azure.microsoft.com/free/
NodeJS: https://nodejs.org/en/download/
Microsoft bot framework emulator: https://github.com/microsoft/BotFramework-Emulator/releases
VS Code
Install latest version of the MSBot CLI tool: npm install -g msbot
ngrok (if needed). Please read more about it before setting up: https://ngrok.com/download

Create a Knowledge Base

Log on to qnamaker.ai using your Azure credentials. Then, click on Create a knowledge base.

Then click on Create a QnA Service. It will navigate us to the Microsoft Azure Portal.

Provide the below details in the Azure screen and click on Create. It will give a deployment complete message.

Click on the burger icon on top left corner to navigate to My Dashboard. Then, click on hr-chatbot-demo(App Service).

And, add below two new application settings.

Next, navigate back to qnamaker.ai and click on Refresh. It will populate the details we configured in Azure portal in the previous step.

Name your KB as “hr-chatbot-kb”.

Then, upload the .tsv file containing the HR FAQs. You can download it whole project from my git repo. Unzip it and you will find hr-qna.tsv file in it. Navigate to that folder and upload it.

Finally, click on Create you KB. After creating KB it will navigate to a new screen where you will find the FAQs from the .tsv file uploaded. Then, click on Save and train > Publish.

Congrats, you’ve now completed setting up a knowledge base. We will be using the below details in the next steps.

Build and Test

Download the project from Git. Unzip it and open it in VS Code. Open the file hr-chatbot.bot and add beloe details from the previous step. subscriptionKey is the Subscription ID you can find in Azure portal.

Open Command/Terminal and execute these 2 commands:

Now we are ready to test the chatbot. Open the Microsoft Bot Framework Emulator. Click on Open Bot > enter Bot URL as given below > Connect.

Well done, start chatting!

October 31 2021

Why Customer Success Matters?

Midhun VP Business 2

If You Don’t Take Care of Your Customers, Someone Else Will – Edgar Mitchell.

As the year draws to a close, it is worth considering the various challenges and opportunities faced by customer success teams in the context of software as a service (SaaS) companies.

These organizations, whether newly established or transitioning from on-premises software, rely on a subscription-based model for their revenue, making customer success and adoption crucial to their viability. As a result, customer success teams have become an integral part of the core business of every SaaS company, although the specific functions of these teams may vary.

Retention

One key challenge faced by customer success teams is retention, as companies seek to maintain the revenue generated through subscription renewals. To achieve this, customer success teams must demonstrate the value of the product to customers and develop strategies for adoption that facilitate retention. In some cases, the way a company operates may contribute to retention challenges, such as when sales teams oversell products that become “shelfware” and lead to customer churn. Larger organizations may also face greater retention challenges than those born in the cloud.

Customer Experience Matters

Another important aspect of customer success in SaaS companies is the customer experience. In this highly competitive space, the customer success team is often the only team that stays with customers throughout their journey with the product, giving them the opportunity to make the experience truly personal. To do so effectively, customer success team members must be skilled communicators and adept at coordinating with other teams, as well as being advocates for the customer.

Opportunity for Growth

Finally, customer success teams have the opportunity to drive growth for their organizations by identifying opportunities for expansion with satisfied customers who may be willing to purchase additional products or serve as ambassadors for the company. To realize this potential, SaaS companies must focus on building a strong product roadmap, delivering excellent customer experiences, and avoiding the temptation to “oversell” to customers.

In summary, the challenges faced by customer success teams in SaaS companies are diverse and influenced by the unique operating practices of each organization. However, these teams are crucial for retention, adoption, customer experience, and growth, and have the potential to make a significant impact on the success of their companies.

August 3 2021

Subscription Based Enterprise Software, Just Like Netflix

Midhun VP Business 0

If you are not taking care of your customers, someone else will – Edgar Mitchell

When you buy a car from a dealer they may not bother whether you drive it or not. Their interest is in selling more cars. But, when you’re renting a car they are bothered if you are not driving it. Because if you are not driving it you will return it. Hence, no money for them. It’s the same story in the enterprise software cloud world now – the license is subscription based!

Just like Netflix enterprise software is now subscribed by large companies, usually for a period of 2-5 years. By end of a contract, customer can decide to continue or not. And, the decision will be based on whether customer is really using the solution.

So, it’s now the software vendor’s responsibility also to make sure customer is using the solution – license renewal has got more importance than ever before and resulted in customer success, post-sale teams!

When everyone is trying to pioneer customer retention here are some things I learned during my past 5 years in a customer success role.

Automate customer experience as much as possible

Customer experience starts from the moment customer signs the contract. After that it’s more complicated than sales – provisioning of multiple systems, proper access to the right users, onboarding the customer considering that cusotmer is new to cloud, and many more.

Automate everything possible hence, others can focus on value tasks – automate provisioning, welcome emails, onboarding, etc.

Listen to customers

Sometimes customers only need someone to listen to them. A customer advocate would be a better choice than a sales guy to do this role.

You can’t measure customer success

I have seen multiple tools that use data to predict customer success. But, none really worked. Always get someone assigned to the customer to achieve the long term goals of your company – it is cost but, remember that there is huge competition and you may get profit in the long run.

Hire people with empathy

People with empathy for customers can get more jobs done than people with sympathy. They will have the energy and motivation to go an extra mile for a customer to make them happy.

Lastly, don’t sell more than customers need

Go for Land and Expand strategy in sales for long term growth. Overselling will backfire one day. Initiate strategies in favour of Land and Expand model. Have a long term vision than a quarter by quarter living.

Thanks for letting me vent, your comments are welcome!