| |OCTOBER 20218 IN MY OPINIONeeping cus-tomers happy while urg-ing them to buy more is no easy task. The customer management role comes with its fair share of ups and downs. Most of us who have spent multiple years and decades in this role understand the psy-chology, the discipline, the rig-or, the attitude, the framework, and the team setup to engage successfully with customers. But how do you run an organi-zation responsible for retain-ing customers when your team strength is limited or compris-es an experience range from novice to senior?This situation is especially acute when companies are in-troducing new business models and new products & services, a process that requires continu-ous follow-ups to validate and expand. Add to that, the com-plexity of engaging with several end-users to ensure they stay engaged and come back to ask for more. IT companies are of-KDIGITIZING CUSTOMER SUCCESS IN THE POST COVID ERABy Piyush Agrawal, Founder & CEO, LatvivPiyush Agrawal, Founder & CEO
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