CHURN.FM

CHURN.FM

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.... Show More

Episodes

August 5, 2020 43 min

Today on the show we have David Brice, General Manager & Executive of the Customer Group at Envato

In this episode, we talked about how David made the switch from a green tech business owner to a marketplace software business General Manager, why Envato launched a subscription service alongside its 15-year-old transactional business, and how the two business models are treated within the company. 
 
We also discussed how they bala...

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Today on the show we have Panos Siozos, co-founder and CEO of LearnWorlds.

In this episode, we talked about what it was like for Panos to take the leap from a job in education & parliament to starting his own company, how COVID-19 has impacted the eLearning industry & how LearnWorld’s funnel tripled in just one day.
 
We also discussed how LearnWorld is retaining its customers in this new breed of teachers, how they use their ...

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Today on the show we have John Henwood, Director of Customer Success at Productboard.

In this episode, we talked about how customer success has evolved over the past 10 years, how Customer Success’s approach to increasing retention differs at a big organization VS an early-stage startup, and how John prioritized his focus when he first joined Productboard.

We also discussed why Productboard’s Customer Success team handhold their cust...

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Today on the show we have Ryan Bonnici one of the World's Most Influential CMOs as named by Forbes currently leading the marketing team at G2.
 
In this episode, we talked about Ryan’s responsibilities as CMO at G2, how he and his team split their focus, and how G2’s Product team mirrors their marketing team’s structure.
 
We also discussed G2’s Buyer Intent and how it arms companies to predict churn, how their retention team measu...

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Today on the show we have Samuel Hulick, the person behind the infamous onboarding teardowns from UserOnboard.com

In this episode, we talked about the single biggest mistake that product companies keep repeating when it comes to user onboarding, how Samuel approaches building an onboarding experience, and the key metrics he believes are important to measure. 

We also discussed where onboarding starts & ends, Slack & Duolingo’...

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Today on the show we have Sjoerd Handgraaf, CMO at Sharetribe. 

In this episode, we talked about why retention is key to tackling the supply vs demand problem in marketplace businesses, what liquidity is and why it is important, and the key things you need to be looking at when building a marketplace business.

We also discussed early churn at Sharetribe, why they built an entirely new product to tackle graduation churn, and how the S...

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Today on the show we have Mark Roberge, Managing Director at Stage 2 Capital, and former Chief Revenue Officer at Hubspot. 

In this episode, we talked about the strengths of a successful CRO, the growth phases of a company’s lifecycle, and why retention is the one metric that defines product-market fit.  

We also discussed the pillars of a good go-to-market strategy, how Hubspot discovered their key leading indicators for customer re...

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Today on the show we have Georgiana Laudi, Co-Founder of Forget the Funnel.

In this episode, we talked about how Georgiana decided to focus on SaaS and build Forget the Funnel, the type of work they do for their clients, and how they evaluate the health of their client’s business to identify where there’s an opportunity for growth.

 We also discussed The “Jobs to be done” framework, their process, how they set up, and conduct surveys...

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Today on the show we have Rahul Vohra, founder, and CEO of Superhuman.

In this episode, we talked about what motivated Rahul to build Superhuman, how they iterated their way towards product-market fit, and how they built the product-market fit engine. 

We also discussed how the Superhuman team analyzes and segments the right feedback to focus on, why & how their onboarding process brought in Industry-leading metrics, and lastly, ...

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Today on the show we have Amaan Nathoo, Head of Customer Success at Later. 

In this episode, we talked about the moment Amaan decided to shift from Sales to Customer Success, how using a growth ceiling calculator helped him realize they had to double down on retention and how customer success fits in a product-led world. 

We also discussed how Later’s Customer Success team makes up 8% of the entire company, what they focus on, their ...

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Today on the show we have Jay Nathan & Jeff Breunsbach, managing partners at Customer Imperative.
 
In this episode, we talked about what they do at Customer Imperative, the biggest difference Jay and Jeff see between the way Customer Success teams operate, and how their quick Time to Value process helps their clients see tangible results in just 30 to 45 days.
 
We also discussed the process they use to put together a customer hea...

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Today on the show we have Bryant Chou, Co-founder, CTO, and Head of Growth of Webflow.

In this episode, we talked about Webflow’s “no sugarcoating” product philosophy, the no-code movement, why churn & retention at Webflow have taken a backseat, and how they overcome their new users learning curve through total transparency.

We also discussed how Bryant and his team use customer segmentation to take their product to the next leve...

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Today on the show we have Robbie Kellman Baxter, author of the best-selling book “The Membership Economy” and the newly launched “The Forever Transaction”.

In this episode, we talked about what a Forever Transaction is and how to implement it in your business, what influenced Robbie to write her books, and how SaaS businesses’ have changed their view on retention over time. 

We also discussed why Robbie thinks providing real value is...

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Today on the show we have Alex Atkins, Head of Growth at CXL Institute.

In this episode, we talked about the process Alex took to decide the key metrics to focus on during his early days at CXL, what motivated him to work more on churn & retention over acquisition, and how they saw an increase in customer retention within 3 months of the team's new focus.  

We also discussed how the growth team at CXL is built, their efforts ...

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Today on the show we have Lauren Culbertson, CEO & Founder of LoopVOC.

 

In this episode, we talked about why Lauren decided to build LoopVOC and the important role leadership plays in ensuring the alignment of customer feedback across a company.

 

We also discussed the dos and don’ts when transitioning an on-premise product to the cloud, the importance of segmentation when it comes to making great product decisions, and the steps ...

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Today on the show we have Yahav Hartman, CEO and founder of Madgicx!

In this episode, we talked about the current churn and retention status at Madgicx, how Yahav interviews churning customers, and how to gauge the quality of customer feedback.

We also dived deep into how you can use Facebook ads to increase retention, why customer development should be viewed as a profit center, and Yahav’s prediction on the future of the advertisin...

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Today on the show we have J.R. Farr, Co-founder and CEO of Weav.com

In this episode, we discussed what attracted J.R. to build a customer retention platform, how Weav automates your customer retention flow, and how it helps you analyze your customer experience with a holistic approach. 

We also talked about J.R.’s experience in building a customer retention program from scratch, why he is focused on finding the right customers from d...

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Today on the show we have Matt Barnett, founder and Papa Bear of Bonjoro!

In this episode, we discussed how videos can help retain customers and reduce churn, how to craft a hyper-personalized video for your customers, and how to choose the right integration partnerships for your software.

We also discussed Bonjoro’s current journey in nailing their ideal customer profile, one thing that Matt wished he knew earlier when it comes to c...

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Today is a very special episode as we are celebrating our first anniversary of Churn.FM. We have now published a new episode every week for 52 weeks straight and what better way to celebrate the anniversary than by having the guest of our very first episode back on the show!  

This week we have Brian Balfour, Founder, and CEO of Reforge. Reforge have Career Development Programs for Experienced Tech Professionals in Product, Marketin...

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Today on the show we have James Mulvany, founder and CEO of Podcast.co and Radio.co 

In this episode, we talked about what drives James to keep building new companies in the content and streaming space, why the podcast industry is still full of untapped potential, and the importance of a personal touch in customer retention.

We also discussed why James thinks world-class customer service is a key to resurrecting churned customers, wh...

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