It’s easy for companies to get caught up in the race to release the next big feature or tool and not think of the customer. However, Zoho, a global leader in cloud-based software, takes a different approach, emphasizing customer success and value over sales and expansion. Ricky Thakrar, Director of Account Management at Zoho, recently shared his insights on this philosophy during a conversation with Ramon Ray, publisher of Zone of Genius.com.
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The Heart of Zoho: Customer Success
Thakrar’s role at Zoho isn’t about pushing sales or meeting quotas. Instead, he and his team are dedicated to ensuring that customers achieve the highest return on investment (ROI) from their purchases. “Our account management team focuses on customer success to make sure our customers get the most ROI out of everything they purchase from Zoho and helping them land and expand with the Zoho suite,” Thakrar explained.
This approach is deeply rooted in Zoho’s mission to remain customer-focused. Thakrar emphasized that creating an account management team driven by customer experience and success, rather than sales, allows Zoho to engage with clients as problem solvers and technology advocates. “We go in as people who are in this together with our clients, ensuring we get a seat at their table,” he said.
A Unique Strategy for Small Businesses
For small businesses, which Thakrar likened to someone’s ‘baby’, the focus is not just on technology but on understanding the business’s unique challenges and needs. “You’re not here to try to spend more money. You’re trying to figure out how to save more money so that you can grow your business,” he said. By focusing on solving specific problems rather than selling software, Zoho builds trust and opens up a channel for real issues to be addressed, which in turn, supports the selling process as a secondary benefit.
Thakrar’s advice to small business owners is clear: focus on what your business needs and not on having the most extensive array of tools. “I can’t bombard you with 65 apps to run your business, but I can provide you with your unique scenario and these are the apps that will work for you.”
The Simplified Zoho One-Stop Solution
Discussing the practical application of Zoho’s tools in everyday business operations, Thakrar highlighted the importance of simplicity and intuition in software. “We try to make it easy, try to make it intuitive. We try to make it something that doesn’t cost you too much but is also easy to use,” he stated. For Thakrar, software should not be a burden or seen as a surveillance tool but as a means of gaining business intelligence to advance a company’s goals.
Whether it’s a small law firm or a larger manufacturing company, Thakrar believes that every business owner is inherently a salesperson, even if indirectly. The key is not to get bogged down by IT or complex systems but to use tools like Zoho that simplify processes and allow business owners to focus on what they do best—running their business.
Final Thoughts
Ricky Thakrar’s role as the Director of Account Management at Zoho is more than just a title. It’s a testament to Zoho’s commitment to making customer success the core of their operations. By focusing on what truly matters to their clients and providing tailored solutions, Zoho stands out in a crowded market, proving that the best business strategy is one that genuinely addresses the needs of its customers.
Thakrar’s insights offer a valuable perspective for any business leader looking to enhance their operations while staying true to the mission of customer success. It’s a reminder that in the world of business, the best technology is the one that solves real problems and grows with your business, not one that merely adds to the noise.
