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.