Improving Retention (From the First Hello)

Last Updated November 24th, 2020

 

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

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).

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

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

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

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.

We discuss…

How Gowri thinks of customer experience
What the difference is between CS and CX
How sharing pain points helps connect with customers
Why sales pros should act like doctors
What three ways to improve customer retention

 

 

Improving Retention (From the First Hello)

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

 

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Video Highlights: Improving Retention (From the First Hello)

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

 

1. Definition of CX

 

 

2. Difference between CS and CX

 

 

3. Sharing Pain Points with Customers

 

 

4. Salespeople as Doctors and Problem Solvers

 

 

5. Three Ways to Improve Retention

 

 

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Ethan Beute

Ethan Beute | About The Author

Chief Evangelist at BombBomb, co-author of Rehumanize Your Business, and host of The Customer Experience Podcast, Ethan collects and tells stories of clearer communication, human connection, and higher conversion with simple, personal videos. BA: University of Michigan. MBA: University of Colorado-Colorado Springs. Fresh air & clean water.