107. Improving Retention (From the First Hello) w/ Gowri Ramkumar

Customer retention has always been important, but nowadays it feels absolutely vital. Trust, honesty, and relationship are the 3 broad categories of customer retention — but how to boil them down into actionable tenets?   In this episode, I interview Gowri Ramkumar, Customer Relationship Manager at Document360, about her guiding philosophy for customer support.   Gowri and I talk about…   - The relationship between customer experience & customer success   - How sales teams should act like doctors   - How honesty is required at every single level of communication   - How trust comes first   Check out this resource we mentioned during the podcast:   - Gowri’s podcast is Knowledgebase Ninjas   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Om Podcasten

Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.