The Customer Experience Podcast
The Customer Experience Podcast

Episode · 6 months ago

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


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