Amritpal Singh (left), and Puneet Kataria’s CustomerSuccessBox warns clients if they risk losing a customer
Image: Amit Verma
As the sharing economy matures, more and more people are seeing the benefits of renting goods rather than owning them. As a result, understanding customer behaviour and choices has become crucial for companies. That’s where CustomerSuccessBox (CSB) comes in.
It helps businesses understand things like the likelihood of users renewing or terminating their subscription. “Each company following this [subscription] model is clueless about its subscribers’ choices, until the date of contract renewal. By then, it is usually too late to retain a customer,” says Puneet Kataria, 41, CEO and founder, CSB. This affects a company’s monthly recurring revenue, a major part of the total income. “Through machine learning and AI, we decided to cater to this gap in the market, by providing real time information about each account, that is every client,” says Kataria, who has been a sales professional for 16 years and was vice president, sales and marketing, at a SaaS company previously.
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(This story appears in the 20 July, 2018 issue of Forbes India. To visit our Archives, click here.)