Digital Customer Success with and Engineering Mindset with Bhavika Kochhar | Episode 032

Bhavika Kochhar is one of those amazing individuals that does an incredible amount of service to the CS community and seemingly eats, sleeps & breaths customer success. She's been in the trenches as a CSM and is now pursuing her Masters in Engineering Management, where she is focused on pulling technical prowess into CS.

I loved this conversation with Bhavika because she provided a lot of tactical advice, not only for leaders but also front-line CSMs on the mindset and general operations of great digital programs. Topics in our conversation include:

• How her love of tech brought her to the Engineering Management Masters program at Duke
• Even as a CSM - you can go an automate things to make your job better
• DCS isn’t replacing the CSM - it’s in service of the CSM to make them more efficient
• The benefit of being technically proficient on your product and your own tech stack/integrations
• Your customers shouldn’t know that they are interfacing with different teams and systems. It should feel cohesive.
• Gender and racial diversity in CS and tech
• Effective cross collaboration with other departments
• Asking questions is so important in getting to know other functions - being naturally curious is good

Such great info from such a sweet person. I hope you enjoy...because I sure did!

Bhavika's LinkedIn: https://www.linkedin.com/in/bhavikak/ Bhavika's Website: https://www.bhavikakochhar.com/ CS Ladies initiative: https://www.linkedin.com/company/csladies/

Resources:

• Customer Success Mindset: Building Customer-Centricity into the DNA of your Growth Strategy by Jyo Shukla: https://amzn.to/3vtw6N6
• The AI Empowered Customer Experience: A CX practitioner's guide to the possibilities and risks of AI by Simon Kriss: https://amzn.to/41Ob7R0