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เนื้อหาจัดทำโดย Andrew Michael เนื้อหาพอดแคสต์ทั้งหมด รวมถึงตอน กราฟิก และคำอธิบายพอดแคสต์ได้รับการอัปโหลดและจัดหาให้โดยตรงจาก Andrew Michael หรือพันธมิตรแพลตฟอร์มพอดแคสต์ของพวกเขา หากคุณเชื่อว่ามีบุคคลอื่นใช้งานที่มีลิขสิทธิ์ของคุณโดยไม่ได้รับอนุญาต คุณสามารถปฏิบัติตามขั้นตอนที่แสดงไว้ที่นี่ https://th.player.fm/legal
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In 2016, Yuriy Boyechko founded Hope for Ukraine to raise awareness for voices not heard in Ukraine, especially children affected by HIV and AIDS. Providing medical care for children with disabilities as well as food and clothing for families that live in extreme poverty. After Russia’s full-scale invasion of Ukraine in 2022, Yuriy’s work surged in importance. Today he joins Jay Ruderman to talk about how the work of providing food and material support to those who remain in Ukraine has become harder as public interest in Ukraine has waned in the face of other international affairs. They also discuss the hard work of minimizing overhead costs at a nonprofit and Yuriy’s deep appreciation for the people still living in Ukraine. Episode Chapters (00:00) Intro (01:50) Why does Yuriy think it's so important that the organizations that are working in Ukraine have a direct connection to the country? (04:07) Ukrainian children living with HIV/AIDS (06:28) The invigorating nature of helping others (07:55) Meeting shifting needs during a war (12:44) Coordinating with other aid groups (17:50) Minimizing overhead (21:05) How does Yuriy sustain the momentum three years after the Russian invasion? (24:25) Supporting Ukrainians in Ukraine and abroad (27:05) Where do you want to see Hope Ukraine in the next five to 10 years? (28:38) Goodbye and Outro For video episodes, watch on www.youtube.com/@therudermanfamilyfoundation Stay in touch: X: @JayRuderman | @RudermanFdn LinkedIn: Jay Ruderman | Ruderman Family Foundation Instagram: All About Change Podcast | Ruderman Family Foundation To learn more about the podcast, visit https://allaboutchangepodcast.com/…
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เนื้อหาจัดทำโดย Andrew Michael เนื้อหาพอดแคสต์ทั้งหมด รวมถึงตอน กราฟิก และคำอธิบายพอดแคสต์ได้รับการอัปโหลดและจัดหาให้โดยตรงจาก Andrew Michael หรือพันธมิตรแพลตฟอร์มพอดแคสต์ของพวกเขา หากคุณเชื่อว่ามีบุคคลอื่นใช้งานที่มีลิขสิทธิ์ของคุณโดยไม่ได้รับอนุญาต คุณสามารถปฏิบัติตามขั้นตอนที่แสดงไว้ที่นี่ https://th.player.fm/legal
CHURN FM is the podcast for subscription economy pros. Every Wednesday we hear how the world’s fastest growing companies are tackling churn and using retention & engagement to fuel their growth.
280 ตอน
ทำเครื่องหมายทั้งหมดว่า (ยังไม่ได้)เล่น…
Manage series 2505086
เนื้อหาจัดทำโดย Andrew Michael เนื้อหาพอดแคสต์ทั้งหมด รวมถึงตอน กราฟิก และคำอธิบายพอดแคสต์ได้รับการอัปโหลดและจัดหาให้โดยตรงจาก Andrew Michael หรือพันธมิตรแพลตฟอร์มพอดแคสต์ของพวกเขา หากคุณเชื่อว่ามีบุคคลอื่นใช้งานที่มีลิขสิทธิ์ของคุณโดยไม่ได้รับอนุญาต คุณสามารถปฏิบัติตามขั้นตอนที่แสดงไว้ที่นี่ https://th.player.fm/legal
CHURN FM is the podcast for subscription economy pros. Every Wednesday we hear how the world’s fastest growing companies are tackling churn and using retention & engagement to fuel their growth.
280 ตอน
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1 E279 | The Evolution of Copy.AI: From AI Copywriting to Enterprise Workflow Automation with Paul Yacoubian 55:34
Today on the show we have Paul Yacoubian, founder and CEO of Copy.AI. In this episode, we explore how Copy.AI evolved from an AI copywriting tool into a full-scale enterprise workflow automation platform. Paul shares how LLMs (Large Language Models) are reshaping go-to-market strategies, the challenges enterprises face in AI adoption, and why data management is the biggest bottleneck for AI-driven automation. We also dive into Paul’s approach to angel investing, why he prioritizes founders over funding stages, and how companies should think about customer activation, churn, and retention in an AI-powered world. Mentioned Resources Copy.AI Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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Today on the show we have Yuriy Timen, investor and advisor to companies like Airtable, Canva, and Oyster, and former Global Head of Growth & Marketing at Grammarly. Yuriy shares his journey from leading performance marketing to building a high-impact growth product team—and why aligning these functions is crucial for retention. We explore the challenges of balancing acquisition and retention, how to structure growth teams effectively, and why the first user session is the biggest lever for long-term retention. Yuriy also shares his perspective on when startups should truly focus on growth and how to avoid the common mistake of scaling too soon. Tune in to learn how to break down silos, create a retention-driven growth strategy, and build a seamless user experience from acquisition to activation. Mentioned Resources Grammarly Coda Airtable Canva Oyster Whimsical Intercom Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E277 | What SaaS Founders Should Know Before Going Multi-Product: Lessons from Kovai's Saravana Kumar 37:50
Today on the show we have Saravana Kumar, the CEO and Founder of Kovai.co. In this episode, Saravana shares his journey from launching a single-product business to building a multi-product SaaS company. He reflects on the challenges of scaling multiple products and offers candid insights into why he wouldn’t recommend his approach. Saravana also reveals the story behind Churn360, the customer success product he ultimately decided to shut down after significant investment, and what this taught him about market fit and opportunity cost. We then explore the signals that led to Kovai.co expanding into new products, the strategies behind scaling Document360, and how Saravana balances managing multiple SaaS products with distinct go-to-market motions. Finally, Saravana discusses why onboarding is critical to fighting churn, the importance of aligning product-market fit with sales strategies, and what SaaS founders need to know before attempting a multi-product approach. Mentioned Resources Saravana Kumar Kovai.co Document360 Zendesk Freshdesk Intercom Churn360 Gainsight Vitally Brian Balfour Four Fits For $100M Growth UiPath Clay Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
Today on the show, we have Kyle Poyar, Co-founder and Operating Partner at Tremont. In this episode, Kyle shares his journey from consulting at Simon-Kucher to becoming a leading voice in SaaS pricing. We dive deep into the challenges and opportunities of evolving pricing models, exploring the shift from traditional seat-based pricing to success-based frameworks. We also discuss how AI is reshaping the SaaS landscape, influencing not just products but also how companies think about customer value and retention. Kyle shares actionable insights on aligning pricing strategies with customer success to drive growth and minimize churn. Mentioned Resources Kyle Poyar Klaviyo Tremont Growth Unhinged OpenView Simon-Kucher How to find your first ICP Leah Tharin James Hawkins PostHog Chargeflow Heidi Gibson GoDaddy Netflix ValuePilot Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
Today on the show we have Tim Schumacher, the Co-Founder of SaaS Group, a company specializing in acquiring and scaling SaaS businesses. In this episode, Tim shares his insights on how SaaS founders can prepare their businesses for acquisition, covering key metrics, processes, and strategies to stand out in the market. We then discussed the importance of revenue, profitability, and team structure in determining valuation and how SaaS Group evaluates potential acquisitions. We wrapped up by exploring post-acquisition integration, including how SaaS Group supports acquired companies to maximize growth while maintaining their unique culture. Mentioned Resources Tim Schumacher Saas.group Sedo.com GoDaddy Open AI Adobe Figma Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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Today on the show we have Elliott Poppel, the CEO and founder of General Collaboration. In this episode, Elliott shares his experience identifying activation milestones to separate casual visitors from engaged users and how these metrics drive early retention success. We then discussed the challenges of integrating multiple tools into a seamless user experience and the importance of positioning and marketing in product adoption. We wrapped up by exploring the lessons Elliott learned as a third-time founder and his insights on balancing user acquisition, retention, and growth. Mentioned Resources Elliott Poppel General Collaboration Meta Meta Portal Apple Google Mark Zuckerberg Muppets Alexa Google Home ChatGPT Gemini Claude Home Assistant Google Docs Figma Notion Linear Jira Airtable Slack Superhuman Brian Halligan HubSpot Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
In this episode, Elias Torres shares his journey from building and selling Drift for $1.2 billion to launching Agency and how he’s leveraging AI to revolutionize customer success. We then dove into the challenges of scaling customer success teams, the role of AI in automating tasks, and the potential to create a unified "customer brain" for better insights and engagement. We wrapped up by discussing the future of customer success, the shift to outcome-based pricing models, and Elias' vision for building a $10 billion company with a lean team empowered by AI. Mentioned Resources Agency Drift HubSpot Vista OpenAI Jensen Huang Nvidia BG2 Podcast Copilot Cursor ChatGPT Sequoia Brian Halligan WhatsApp Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E272 | Activating Growth through Data-Driven Insights with Crystal Widjaja on Retention Funnels 42:20
Today on the show, we have Crystal Widjaja, Executive-in-Residence at Reforge and angel investor and advisor to several startups. In this episode, Crystal shares her expertise on activating growth through data-driven insights, focusing on the importance of well-structured retention funnels. She explains how to design impactful onboarding experiences, track the right metrics, and identify key points of abandonment to improve user activation and engagement. We then delve into the power of segmentation and discuss how understanding user behavior and traits can unlock exponential growth. Finally, we explore actionable tips for avoiding common data pitfalls and creating a culture of experimentation and improvement. Mentioned Resources Retention Funnels Google Sheet Superhuman Episode Scale AI Bounce Maze Stanford University GoTo Group Gojek Akshay Kothari Reforge Brian Balfour Mixpanel Amplitude Hotjar Gemini Segment Eleanor Dorfman Naked Wines Google Analytics Cedric Chin Commoncog AB InBev Loom Canva Figma Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja 43:06
Today on the show, we have Krishna Raj Raja, the CEO of SupportLogic. In this episode, Krishna shares his journey from engineering at VMware to founding SupportLogic, a platform that transforms support interactions into actionable customer insights. We discuss his approach to turning support into a growth engine by monitoring customer interactions for hidden signals that can prevent churn. Finally, Krishna reveals how leading companies are adopting a proactive support experience management strategy, showing significant reductions in customer escalations and increases in expansion. Mentioned Resources Krishna Raj Raja SupportLogic Support Experience CloudPhysics VMware Palo Alto Hotjar Zendesk ChatGPT Salesforce Tableau MuleSoft Snowflake Databricks Nokia Red Hat Starbucks Service Cloud Freshdesk Oracle SAP Kubernetes Adobe Apple Rubrik Notion Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E270 | Boosting Marketplace Retention Through Engagement and Quality Management at Scale AI with Ruslan Nazarenko 44:16
Today on the show, we have Ruslan Nazarenko, the Head of Growth at Scale AI. In this episode, Ruslan shares his approach to boosting retention in marketplace models through strategic engagement and quality management. He dives into Scale AI's unique model for retaining skilled gig workers, emphasizing how tailored experiences can overcome common marketplace retention challenges. We then explore the role of dormancy and reactivation in maintaining a resilient workforce, and how Scale AI balances high-quality standards with user engagement to create a robust marketplace ecosystem. We wrapped up by exploring the critical role of company culture in driving sustainable growth, the value of setting ambitious goals, and Ruslan’s insights into building a resilient, motivated team that drives growth. Mentioned Resources Scale AI Substack Respeecher Reface Quokka Bird Etsy Panel AI Superhuman Gaurav Vohra Uber Lyft LIME AI Hotjar Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E269 | From Solo to Team: How Superhuman Broke Through Their Growth Ceiling with Multiplayer Mode, with Gaurav Vohra 50:39
Today on the show, we have Gaurav Vohra, Head of Product Growth at Superhuman. In this episode, Gaurav shares how Superhuman transitioned from a solo (single-player) tool to a powerful team-based (multiplayer) product, enabling them to break through their growth ceiling. We explore the deliberate strategies behind Superhuman’s shift to team use, including the challenges of adapting a high-quality, individual-focused product for broader team functionality. Gaurav discusses the key product changes that made Superhuman invaluable for entire teams, creating new growth pathways and expanding Superhuman’s market reach. Mentioned Resources Superhuman Oliver Wyman Reportive Mohannad Ali Hotjar Apple Kingston Slack Notion Wiki Slack Connect HubSpot Salesforce ChatGPT Netflix Spotify Duolingo Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian 39:21
Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform. In this episode, Evgenia shares her decade-long journey in B2B SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements. We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing simplicity, decision-making, and critical thinking in customer success. Mentioned Resources LoyaltyPlant Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E267 | How to Shift Seemingly Uncontrollable Churn into Retention-Driven Growth with Adam Fishman 45:49
Today on the show, we have Adam Fishman, interim SVP of New Products at Mozilla and a growth advisor to various startups. In this episode, Adam dives into the concept of controllable vs. seemingly uncontrollable churn, sharing strategies he used at Patreon and Imperfect Foods to effectively manage churn. He explains how to identify what appears to be out of your control and the tactics that can tame it, turning seemingly uncontrollable churn into manageable factors. From improving customer onboarding to managing expectations, Adam reveals how focusing on the right areas can significantly impact retention and drive growth. Mentioned Resources Startup Dad Podcast Mozilla Imperfect Foods Fishman AF Newsletter Reforge Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E266 | From Concert Halls to Boardrooms: Turning Seemingly Unrelated Skills into Customer Success Strengths with Marija Skobe-Pilley 37:56
Today on the show, we have Marija Skobe-Pilley, Co-Founder and Director of Fractional SaaS and host of the Women in Customer Success podcast. In this episode, Marija shares her incredible journey from a professional musician to a leader in customer success. We explore how she turned seemingly unrelated skills from her music career into strengths in customer success, applying talents like discipline, project management, and audience engagement to build strong client relationships and drive business growth. We also discuss the challenges of making major career transitions, how to recognize transferable skills, and how Marija positioned herself for leadership roles in customer success. Finally, we dive into the rise of portfolio careers and how Marija is embracing this model to balance consulting, coaching, and personal projects. Mentioned Resources Fractional SaaS NVIDIA Women in Success Podcast Catalyst ClickUp Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E265 | How Rows' Ungated, Product-as-the-Homepage Experience Tripled User Signups and Redefined Activation with Henrique Cruz 45:52
Today on the show, we have Henrique Cruz, Head of Growth at Rows. In this episode, Henrique shares how Rows radically transformed its user acquisition and activation strategy by making the product the homepage. He breaks down the bold decision to remove traditional barriers like signups, creating an ungated, no-account-required experience that tripled user signups—from 8% to 27%. We then explore the impact this change had on their key metrics, the power of onboarding through real-time product use, and how this approach has redefined activation and retention for Rows. Mentioned Resources Rows Veniam Talkdesk Notion Slack Digital Ocean Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E264 | Sales-Led vs. Product-Led: The Key Differences Tackling Churn with eWebinar's CEO Melissa Kwan 46:39
Today on the show, we have Melissa Kwan, CEO and Co-Founder of eWebinar. In this episode, Melissa shares her experience building and scaling eWebinar, a product-led company, and contrasts it with her previous sales-led ventures. We dive into the key differences between sales-led and product-led growth models, specifically how each approach tackles churn and retention. Melissa also opens up about the challenges of bootstrapping a SaaS company, the role of automation in scaling, and how focusing on lifestyle has shaped her business decisions. Mentioned Resources eWebinar Spacio HomeSpotter Hotjar Stripe ChartMogul Leah Tharin Userpilot Emeric Ernoult Agorapulse Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
Today on the show we have Dan Siroker, CEO and Co-Founder of Limitless. In this episode, Dan shares his journey from founding Optimizely, growing it to $120 million in ARR, to now leading Limitless, a company focused on building products that enhance memory. We discussed the challenges of transitioning from B2B to B2C, including how AI is reshaping consumer retention and the importance of product focus and execution. Finally, we wrapped up by diving into Dan’s philosophy on building products that truly "wow" and how startups can achieve that through ruthless prioritization and attention to detail. Mentioned Resources limitless.ai Optimizely Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
Today on the show, we have Joe Di Grande, the founder of Joe Does Tech Touch, a consulting firm specializing in customer success automation. In this episode, Joe discusses the transformative power of data-driven automation in customer success. He shares how companies can leverage data to segment customers, automate renewals, and scale personalized engagement—without needing large teams. Joe also explains how automating critical processes like renewals and pricing adjustments can directly impact Net Revenue Retention (NRR) and customer satisfaction. We then wrapped up by diving into the importance of organizing customer data and implementing the right tools to ensure scalable success for both SMB and enterprise clients. Mentioned Resources Joe Does Tech Touch Vitally Business Insider Salesloft Outreach eMarketer Stripe Loom ChurnZero Clay Vidyard Air AI Netflix Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E261 | From Zero to Success: How to Build Customer Success Teams from Scratch with Ben Francis 49:59
Today on the show we have Ben Francis, the Director of Customer Success at Evident. In this episode, Ben shares his experience in building and scaling customer success teams from scratch. He offers actionable insights on refining onboarding processes, consolidating essential customer data, and employing strategic hiring practices to foster team growth and enhance customer loyalty. We then discussed the significance of specialization within customer success teams as they scale, with Ben introducing the concept of time inventory exercises to optimize team efficiency and quantify the value of new investments. We wrapped up by exploring strategies for fostering a positive team culture through continuous learning and proactive communication. Recommended Resources Evident Salesmsg Intellum CrossFit Chili Piper Hotjar Zendesk Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E260 | The PLG vs. SLG Debate: Surprising Insights from SaaS Benchmarks with Emilia Korczynska of User Pilot 48:19
Today on the show we have Emilia Korczynska, the VP of Marketing at Userpilot. In this episode, Emilia shares her insights into the ongoing debate between Product-Led Growth (PLG) and Sales-Led Growth (SLG) strategies in SaaS companies. Emilia shared surprising findings from Userpilot’s latest SaaS product metrics benchmark report, which challenge common assumptions about PLG effectiveness. We wrapped up by exploring how these insights are influencing Userpilot's product positioning and strategy moving forward, along with the importance of understanding customer needs through both qualitative and quantitative data. Mentioned Resources Userpilot Wisemont Language Services Jason Lemkin DHL Nir Eyal Hooked Contentsquare Heap Pendo Amplitude Sprig PostHog James Hawkins AWS Hotjar Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E259 | Identifying Your Ideal Customer Profile: A Data-Driven Approach with Goodfit's CEO Harrison Rose 43:08
Today on the show we have Harrison Rose, CEO and Co-founder of GoodFit. In this episode, Harrison shares his journey from founding Paddle, a revenue delivery platform for B2B SaaS, to starting GoodFit, a company that helps businesses identify the right customers at the right time with the right message. We dive deep into the importance of identifying your Ideal Customer Profile (ICP) and how data-driven approaches can refine this process. Harrison discusses the key factors to consider when defining your ICP, how to leverage data to prioritize the best-fit customers, and the impact of these strategies on churn and retention. Mentioned Resources GoodFit Paddle Gartner ChatGPT BuiltWith Alipay Rahul Vohra ShowCode David Darmanin Hotjar Segment Drift Bose Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E258 | Transforming Customer Success into a Growth Function with Entrust's Chief Customer Officer Harini Gokul 39:54
Today on the show we have Harini Gokul, the Chief Customer Officer of Entrust. In this episode, Harini shares her experience in transforming Entrust’s customer success function into a powerful growth engine. We dive into the strategies she used to align customer success with P&L goals, ensuring the team’s contribution to revenue growth. Harini also discusses the critical role of data-driven accountability in driving customer retention and how Entrust is leveraging AI to enhance customer experience at scale. Mentioned Resources Entrust AWS GitLab Hotjar Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E257 | How to Build a Customer Success Team Leveraging Subject Matter Experts with Szuyin Leow 45:06
Today on the show we have Szuyin Leow, the VP of Customer Experience at Transcend. In this episode, Szuyin shares her experience transitioning from IT security consulting to customer success, and how leveraging subject matter experts has transformed her approach to building effective CS teams. We then discuss the strategies and benefits of hiring industry experts to enhance customer experience, and the practical steps Szuyin took to implement these practices at LogicGate and Transcend. Mentioned Resources Transcend Pavilion Sales Assembly LogicGate PwC Notion Gong UserGems Bose Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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Today on the show we have Biro Florin, a misfit, angel investor, exited founder, and show host of Misfit Founders. In this episode, Biro shares his experience in building successful integrations within the Atlassian marketplace. We then discussed how community-driven development can significantly enhance user retention and engagement. We wrapped up by exploring the balance between acquisition and retention, and the lessons learned from Jexo’s journey in the SaaS ecosystem. Mentioned Resources Misfit Founders SaaStock Jira Slack Atlassian Ecosystem Misfit Episode Referenced Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
Today on the show we have James Hawkins, CEO and co-founder of PostHog. In this episode, James shares his experience navigating growth and retention at PostHog. He discusses his journey from working in outbound sales to leading a product-led growth startup and the importance of an inbound-focused approach. We delve into how PostHog defined and focused on their ideal customer profile (ICP) of engineers, which not only shaped their product development and marketing strategies but also influenced their unique team structure, where every team member can code. We wrapped up with James talking about the transition from self-hosted to cloud services and their strategic shift to usage-based pricing. Mentioned Resources PostHog Arachnys Jira GitHub Hacker News Kubernetes AWS Cloudflare Zendesk Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E254 | Reactivation Tactics: Transforming Cancellations into Customer Retention Opportunities with Baird Hall 39:22
Today on the show we have Baird Hall, the co-founder of Churnkey. In this episode, Baird shares his experience in developing effective reactivation campaigns and the importance of segmentation in retention strategies. We then discussed how small changes in retention tactics can have a monumental impact on high-volume subscription businesses, and the role of dynamic, personalized cancellation flows. We wrapped up by exploring Churnkey's evolution from a tool-based approach to a comprehensive retention platform, and the future of AI-driven churn prediction. Mentioned Resources Churnkey Hotjar Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E253 | Optimising Positioning, Messaging, and Buyer Enablement to Drive Customer Success with Jason Oakley 33:15
Today on the show we have Jason Oakley, the founder of Productive PMM and former Director of Product Marketing at Klue and Chili Piper. In this episode, Jason shares his experience in building product marketing from the ground up, focusing on the critical areas of positioning, messaging, and buyer enablement. We discussed how these elements play a crucial role in driving customer success and improving retention, along with practical strategies for implementation. We wrapped up by discussing the role of product marketing in working with sales, customer success, and product teams to ensure a seamless customer experience from onboarding to retention. Mentioned Resources Productive PMM UserEvidence Chili Piper Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
Today on the show we have Joe Leech, a Coach to CEOs with 18 years of tech experience, working with over 30 startups and FTSE100 giants. In this episode, Joe shares his insights on retaining top talent and preventing team churn. We discussed the common mistakes leaders make in micromanagement and hiring and we wrapped up by exploring effective onboarding strategies for new leaders. Mentioned Resources Joe Leech cxpartners Marriott.com eBay David Darmanin Hotjar Name It to Tame It Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
Today on the show we have Mark Stiving, the founder of Impact Pricing and author of "Selling Value", "Impact Pricing", and "Win Keep Grow". In this episode, Mark shares his experience in the intricacies of pricing and packaging strategies, emphasizing their impact on customer retention and expansion. We then discussed understanding customer value, overcoming internal biases, and the importance of iterative pricing strategies. We wrapped up by exploring actionable insights on leveraging pricing metrics to enhance customer engagement and reduce churn. Mentioned Resources Impact Pricing Selling Value Book Impact Pricing Win Keep Grow Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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Today on the show we have Justin Vandehey, the Director of Partner Integrations and Development at Culture Amp. In this episode, Justin shares his experience in growing Disco, a Slack-based employee recognition platform, which was acquired by Culture Amp. We then discussed how Disco initially started as an email-based integration and the challenges they faced with user engagement. Justin dives into the pivotal decision to switch their activation channel to Slack, which significantly boosted virality within companies. We wrapped up by exploring the strategies Disco used to maintain growth during the pandemic and how they adapted to changing market conditions. Mentioned Resources Culture Amp Slack The Bridge Round Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E249 | Optimizing User Acquisition for Long-Term Retention with Planable's CMO, Miruna Dragomir 35:42
Today on the show we have Miruna Dragomir, CMO of Planable. In this episode, Miruna shares her experience in optimizing user acquisition for long-term retention. We discuss her transition from large corporations like Uber and Oracle to an early-stage startup, Planable, and how she built and scaled the marketing team. Miruna also delves into the integration of customer success and marketing, the retention strategies she used at Uber, and effective reactivation tactics. We wrap up by exploring the challenges of B2B versus B2C marketing and the importance of creating user habits for sustained retention. Mentioned Resources Planable Uber Oracle AgoraPulse Github Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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Today on the show we have Martin Gonto, the Co-Founder and GTM advisor of HyperGrowth Partners and interim CMO at Vercel. In this episode, Gonto shares his experience in identifying and leveraging anti-retention metrics to optimize product strategies. We then discussed the concept of next best actions and how these strategic steps can significantly enhance user retention. We wrapped up by exploring practical examples from Gonto's work with various companies, highlighting actionable insights for startup growth. Mentioned Resources: HyperGrowth Partners Deepgram Ashby Retool Auth0 Vercel Vue Cursor GitHub CoPilot Sirius Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E247 | Mastering Mobile Retention: Insights from SoundCloud and VSCO with Andy Carvell from Phiture 43:36
Today on the show we have Andy Carvell, CEO and Co-Founder of Phiture. In this episode, Andy shares the framework Phiture uses to increase mobile app retention, drawing from his extensive work with companies like SoundCloud and VSCO. We discussed the future of mobile app interactions, including the potential of voice interfaces, AI, and wearable technology, and how these innovations fit into future growth strategies for mobile. We wrapped up by diving into the importance of having a solid data tracking plan and Andy shared Phiture's systematic approach to help companies optimize their user engagement and retention strategies. Mentioned Resources Phiture SoundCloud VSCO Brian Balfour Reforge Braze FishBrain Phiture Taxonomy Template Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E246 | Optimizing Cancellation Flows to Reduce Churn: Unbounce’s Approach with Tamara Grominsky 40:11
Today on the show we have Tamara Grominsky, the Chief Strategy Officer at Unbounce. In this episode, Tamara shares her experience in optimizing cancellation flows to reduce churn. We then discussed how Unbounce implemented a data-driven approach to understand the reasons behind customer cancellations and how they tailored their strategies to different customer segments. We wrapped up by exploring the importance of cross-functional collaboration in driving successful churn reduction initiatives. Mentioned Resources Unbounce PMM Camp Kajabi Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
Today on the show we have Ryan Singer, the founder of Felt Presence and former head of strategy at Basecamp. In this episode, Ryan shares his experience in evolving the Shape Up framework to better fit diverse team structures and needs. We then discussed his insights on navigating customer engagement through the concepts of active vs. passive looking. We wrapped up by discussing how these strategies are applied in real-world scenarios to enhance customer discovery and engagement processes. Mentioned Resources Shape Up Felt Presence Basecamp Hotjar Shaping in Real Life How to Web Conference Bob Moesta Demand Side Sales 101 Four Fits For $100M GPT-4 Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E244 | Enhancing Product and Customer Success Alignment to Deliver Customer Value with PagerDuty's VP of CS, Heather Brown 37:02
Today on the show we have Heather Brown, the VP of Global Commercial Sales and Customer Success at PagerDuty. In this episode, Heather shares her extensive experience in bridging the gap between product development and customer success to enhance company performance and customer value. We dive into the innovative strategies PagerDuty employs to ensure these two critical areas are not just aligned but also collaboratively driving the company's growth and customer satisfaction. Heather also discusses the evolution of her role at PagerDuty, the importance of internal collaboration, and how integrating product feedback loops can significantly impact customer retention and success. Mentioned Resources Product + Success: The Winning Dou for Customer Success (Tatyana Mamut) PagerDuty #IamRemarkable Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E243 | Mitigating the Impact of Customer Champion Turnover with Customer.io's VP of Customer Experience, Natalie Onions 39:38
Today on the show, we have Natalie Onions, the Vice President of Customer Experience at Customer.io. In this episode, Natalie shares her in-depth insights into the crucial role of customer champions in driving customer success and what happens when these key individuals leave the company. We delve into the strategies that Customer.io employs to mitigate the risks associated with customer champion turnover and we wrapped up by discussing the importance of maintaining continuity and engagement in customer relationships and how to ensure the high standards of customer experience are upheld even in the face of such challenges. Mentioned Resources Customer.io Big Button Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E242 | Navigating the Challenges of Product Management in Horizontal Products with Softr's Austin Yang 35:40
Today on the show we have Austin Yang, the Lead Product Manager of Softr. In this episode, Austin shares his experiences in the no-code space, particularly the unique challenges and opportunities it presents for product management. We then discussed the impact of horizontal products that serve multiple industries, and we wrapped up by discussing how Softr is navigating product development and user needs in this diverse landscape. Mentioned Resources Softr Landbot Austinyang.co Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E241 | Crafting Your Homepage to Increase Conversions and Boost Customer Retention with Rob and Anthony of Fletch PMM 50:27
Today on the show we have Rob Kaminski and Anthony Pierri, the partners of Fletch PMM. In this episode, Rob and Anthony share their journey in establishing Fletch PMM, a specialized firm helping early-stage B2B SaaS startups refine their website homepages. They delve into the pivotal role of a company’s homepage in positioning and messaging, crucial for attracting and retaining customers. We then discussed the common pitfalls startups face when crafting their homepages and wrapped up by exploring strategic approaches to making these homepages more effective in communicating value succinctly. As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter! Mentioned Resources: Fletch PMM Hotjar Superhuman Loom Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E240 | Embracing a Generalist Mindset and Flexibility in Career Growth: Céline Daley’s Journey to VP of Customer at DeepL 40:44
Today on the show we have Céline Daley, the VP of Customer at DeepL. In this episode, Céline shares her unique insights into embracing a generalist mindset and the role of flexibility in navigating tech careers. With a background that spans from marketing to customer success, and from startups to global companies, Céline's journey showcases the power of adaptability and learning in driving career growth. We then discussed the importance of understanding business needs and how seeking adventure can lead to unexpected and rewarding career paths. We wrapped up by exploring Céline's strategies for building and scaling customer success teams, and how her generalist approach has been a key factor in her success. As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter. Mentioned Resources: DeepL Brightwheel Zendesk Amanda Kleha Figma Anne Raimondi Asana Jarek Kutylowski Emeric Ernoult Agorapulse Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
Today on the show we have Mehdi Boudoukhane, the CEO & co-founder of Cycle. In this episode, Mehdi shares his transformative journey from a data scientist in Johannesburg to launching Cycle, a company that seamlessly connects customer feedback with product development to close the feedback loop and enhance retention. We then delved into how Cycle leverages feedback not just for product prioritization but as a tool to spread empathy across organizations and build trust with users, ultimately fostering a more engaged and loyal customer base. As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter. Mentioned Resources: Cycle App Hotjar Figma Notion Segment Analytics Eleanor Dorfman Brian Balfour Avrio Superhuman Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
Today on the show we have Lizzy Rosen, the VP of Customer Success at Vendr. In this episode, Lizzy shares her extensive experience in shaping the future of SaaS buying and how Vendr is revolutionizing the sales process to make it more efficient and transparent. We delve into the heart of objection handling, discussing how strategic approaches can significantly reduce customer churn and enhance retention rates in the competitive SaaS market. We then explored the challenges and strategies involved in negotiation and pricing, and we wrapped up by discussing the crucial role of data in driving decisions and ensuring fair outcomes for both buyers and sellers. As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter for the latest updates. Mentioned Resources: Gong Vendr Vitally Redefining Customer Success Without Direct Engagement Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E237 | Pivoting Strategies Amidst Rapid Expansion scaling Retention.com to $20M+ ARR with Adam Robinson 46:55
Today on the show we have Adam Robinson, the CEO and Co-Founder of Retention.com. In this episode, Adam shares his incredible journey of scaling Retention.com from zero to $20 million in ARR in just three and a half years, all without external funding. We delve into the pivotal moments and strategies that propelled the company's rapid expansion, and Adam opens up about the challenges of navigating growth at such a fast pace. Adam's commitment to extreme transparency and building in public has set a new standard in the industry and offers valuable insights for entrepreneurs and business leaders alike. We wrap up the discussion by touching on the importance of identifying and targeting the ideal customer profile, the role of strategic partnerships, and how Retention.com has navigated the complexities of expansion while maintaining a lean operation. Mentioned Resources: Retention.com Maropost Jasper.ai Y Combinator Klaviyo Clearbit 6Sense Qualified Nordstrom Warby Parker Jolie Dr. Squatch ZoomInfo Apollo.io Santosh Sharan Hotjar Baremetrics Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E236 | From HelloFresh to Hotjar: Dissecting B2B vs. B2C Retention Strategies with Hotjar's CEO, Mohannad Ali 41:48
Today on the show we have Mohannad Ali, CEO of Hotjar. In this episode, Mohannad shares his journey from VP of Engineering at HelloFresh to leading Hotjar. We dive into the nuances of B2B vs. B2C churn and retention strategies, drawing on his unique experience across both sectors. The conversation highlights the importance of understanding early vs. late churn and tailoring go-to-market strategies accordingly. Mohannad also offers a fresh perspective on the evolving role of technology in product-led growth and customer retention, especially in the context of AI and machine learning. Mentioned Resources: Hotjar HelloFresh Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E235 | The Lifecycle of Loyalty: Tackling Churn at Critical Stages in the User Journey with Active Campaign's Casey Hill 47:38
Today on the show we have Casey Hill, the Senior Growth Manager of ActiveCampaign. In this episode, Casey shares his insights on navigating churn by focusing on the critical stages in the user journey to foster loyalty. We explore the nuances of addressing churn from initial engagement through to long-term retention, highlighting strategies for each phase: activation, impact/results, and loyalty. The discussion offers actionable advice on how to enhance customer retention rates and improve the overall customer experience. Mentioned Resources: ActiveCampaign Bonjoro McKinsey BlackRock Growth Mentor Hill Gaming Company Kickstarter MarTech Magic: The Gathering ChatGPT David Sacks Hotjar Slack Jason Lemkin Patrick Campbell Intercom Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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