The Peerbound Podcast

Nisha Baxi (Head of Community and Digital Customer Success at Gong) on Community, Category Creation, and Career Advice

Episode Summary

Nisha shares her career journey, her experience in building communities and customer success strategies, the evolution of customer expectations in the digital era, and insights on building successful software companies.

Episode Notes

In this episode, we hear from Nisha Baxi, the Head of Community and Digital Customer Success at Gong. Nisha shares her experiences developing programs for world-class software companies like IBM, Microsoft, Salesforce, and Facebook. She describes her journey from her first job at IBM to creating Gong's 'Visioneers' community, customer ecosystems, and her approach to Digital Customer Success. She also shares her insights on the evolution of customer expectations, the importance of creating a seamless customer experience, and the role of technology in shaping customer success. Moreover, she shares her thoughts on what it takes to build a successful company in the competitive software market today.

(00:50) Nisha's Early Career and Journey into Community Building
(03:22) Insights from Nisha's First Job Experience
(04:56) Transition to Gong and the Power of Relationships
(06:30) Building the Visioneers Community at Gong
(10:05) The Role of Community in Category Creation
(15:06) The Evolution of the Visioneers Community and Future Plans
(18:31) Career Advice and Observations on Building Successful Companies
(24:22) Shifting Customer Expectations
(26:55) Digital Customer Success at Gong
(28:23) What it Takes to Build a Successful Software Company Today

Stay tuned through the end of the show (31:26) to learn:

What Nisha’s favorite Slack emoji is.
Who Nisha thinks we should interview next.

Featuring:

Nisha Baxi (LinkedIn)

Sunny Manivannan (LinkedIn, Twitter)

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