Build Your First Customer Success Retention Program with Parul Bhandari

Episode notes

In this episode of the Customer Success Pro Podcast, host Anika Zubair and guest Parul Bhandari discuss the critical aspects of building effective customer retention programs. Parul shares her journey from leading customer success teams to becoming a fractional consultant, emphasizing the growing trend of fractional roles in the current market. The conversation highlights the need for early-stage startups to prioritize retention strategies alongside acquisition efforts, ensuring a solid foundation for long-term success. In this conversation, Anika also highlights the need for continuous engagement with customers and the role of health scores in retention efforts. The discussion covers practical steps for building retention programs and the significance of viewing challenges as opportunities for growth.