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Rupal Ayer

Senior Director of Customer Success, Solventum · Person

15

Mentions

1

Episodes

15

Claims

Rupal Ayer — Senior Director of Customer Success, Solventum. Tracked across 15 mentions in podcasts and expert conversations analyzed by Sonic.

What Rupal Ayer has said

Janine Sneed, the Chief Customer Officer at IBM, serves as a professional mentor to Rupal Ayer.

neutral·Rupal Ayer

Rupal Ayer teaches a course on customer success as part of the executive MBA program at Santa Clara University.

neutral·Rupal Ayer

Rupal Ayer's career in medtech has included roles at Johnson & Johnson, Boston Scientific, Covidien, and Medtronic.

Janine Sneed, the Chief Customer Officer at IBM, serves as a professional mentor to Rupal Ayer.

Expert perspectiveRupal AyerJul 2

Rupal Ayer teaches a course on customer success as part of the executive MBA program at Santa Clara University.

Expert perspectiveRupal AyerJul 2

Rupal Ayer's career in medtech has included roles at Johnson & Johnson, Boston Scientific, Covidien, and Medtronic.

Expert perspectiveSaulJul 2

Rupal Ayer is the Senior Director of Customer Success at Solventum and holds 41 U.S. patents.

Expert perspectiveSaulJul 2

SaaS and high-tech companies typically staff their organizations with a ratio of 2 to 2.5 customer success managers for every 10 sales representatives.

Expert perspectiveRupal AyerJul 2

Within the healthcare industry's adoption of customer success, informatics is the most advanced, medtech is in the middle, and biotech and pharma are the least mature.

Expert perspectiveRupal AyerJul 2

The customer success function is primarily focused on customer retention and expansion, in contrast to sales and marketing which are focused on customer acquisition.

Expert perspectiveRupal AyerJul 2

Customer success as a business function is considered table stakes in the SaaS and high-tech industries.

Expert perspectiveRupal AyerJul 2

Medtech devices have higher customer exit barriers than SaaS products due to deep integration into clinical workflows and extensive user training requirements.

Expert perspectiveRupal AyerJul 2

Leading up to its IPO, Salesforce.com experienced 88% year-over-year bookings growth for three consecutive years and saw its market cap rise from $300 million to over $1.5 billion.

Expert perspectiveRupal AyerJul 2

Rupal Ayer estimates that 35% to 40% of Fortune 100 SaaS companies now have customer success representation at the C-suite level.

Expert perspectiveRupal AyerJul 2

Within the medtech industry, Intuitive Surgical, Johnson & Johnson, and Abbott are companies with pockets of well-regarded customer success functions.

Expert perspectiveRupal AyerJul 2

The concept of customer success was created at Salesforce.com after the company discovered it had an 8% monthly customer churn rate, which threatened its long-term viability despite a successful IPO.

Expert perspectiveRupal AyerJul 2

Around 2006, Salesforce.com grew from 15,000 to over 120,000 customers in a single year.

Expert perspectiveRupal AyerJul 2

Solventum has recently completed a comprehensive mapping of its entire customer journey, from initial awareness through contracting, deployment, invoicing, retention, and expansion.

Expert perspectiveRupal AyerJul 2

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