Listen to “۱۰۷. Improving Retention (From the First Hello) w/ Gowri Ramkumar” on Spreaker.

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We invest so much time and energy into acquiring new customers. But what about retaining and growing current customers?

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While we all know customer retention is important, now more than ever it’s absolutely vital to prioritize it. Why? Because it costs a lot more to acquire new customers than to retain them (see for yourself).

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So what’s needed for an effective customer retention strategy?

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Trust, honesty, and relationship are the three main components of customer retention — but how do you boil them down into actionable strategies?

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Today’s guest on The Customer Experience Podcast, Gowri Ramkumar, guides us through how to build healthy, long-lasting customer relationships.

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Gowri, Customer Relationship Manager with Kovai.co and Host of the Knowledgebase Ninjas Podcast at Document360, brings her background in engineering, IT, and quality assurance to the revenue organization – helping keep customer relationships intact and providing superior customer experience. As CSM at three high-growth SaaS companies, Gowri has developed a guiding philosophy for customer success that is based on trust.

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We discuss…

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• How Gowri thinks of customer experience
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n• How sharing pain points helps connect with customers
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n• What three ways to improve customer retention

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Improving Retention (From the First Hello)

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Listen to the entire conversation with Gowri Ramkumar of Kovai.co and Document360 right here:

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Listen to “۱۰۷. Improving Retention (From the First Hello) w/ Gowri Ramkumar” on Spreaker.

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Hear this episode of The Customer Experience Podcast and others like it – by subscribing to the podcast:

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Check out the podcast in your preferred player by clicking one of the links above. Give one more click once you’re there to leave a rating. That one extra click is extremely helpful to the show.

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Video Highlights: Improving Retention (From the First Hello)

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Check out the top five video highlights from the discussion with Gowri Ramkumar of Document360 below…

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۱. Definition of CX

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۲. Difference between CS and CX

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۳. Sharing Pain Points with Customers

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۴. Salespeople as Doctors and Problem Solvers

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۵. Three Ways to Improve Retention

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Similar Episodes You’ll Enjoy:

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  • “The Best Customer Experience Delivers an Appropriate Experience” with Jonathan Bolton (SVP of Operations, BombBomb)

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• • “Using Tech to Scale the Human Touch” with Stef Caldwell (Senior Customer Success Leader and Community Architect, Narrative Science)

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• • “Talking CX and EX with Sendoso’s Chief Customer Officer” with Alli Tiscornia (Chief Customer Officer, Sendoso)

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Get More from The Customer Experience Podcast:

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