Customer Success during a pandemic with Meenakshi Ganesh, CleverTap

In this episode, we speak to Meenakshi Ganesh, who is the Director of Customer Success at CleverTap.

Meenakshi who’s very passionate about customer success, explains her job in the simplest way possible with an example of a tree. She’s even tried explaining the same to her six-year-old son. It’s so adorable that you can’t miss it.

At CleverTap, which is a mobile marketing platform, she’s responsible for managing customer success. Since we spoke to her during the COVID-19 crisis, we couldn’t stop ourselves asking her about churn and how handling customers has changed during the pandemic. During the talk, you’ll hear her sharing different examples of how their customers have pivoted. She also highlights the initiatives they’ve taken to minimise churn.

Key Takeaways

  • Agility is, by far the most critical trait every CS person should possess.
  • The crisis has changed the approach to customer success compared to how it was perceived earlier.
  • Being empathetic is important more than ever.

If you’re interested in learning how CleverTap handled churn during the crisis and the initiatives they took, you need to give the episode a listen.

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