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.

Episodes

June 16, 2021 32 min

Today on the show we have Fletcher Richman, co-founder of Halp who now serves as the head of Product for Halp after the recent acquisition by Atlassian.

In this episode, we talked about the role churn and retention rate when it comes to evaluating an investment opportunity. We then moved on to discuss what Halp is, the motivation behind building it, and how they made the decision to pivot from building an integration tool, to a stan...

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Today on the show we have Esben Friis-Jensen, co-founder and Chief Growth Officer at Userflow. 

In this episode, we talked about Esben’s experience building out the sales team at Cobalt and how they kicked their sales motion off the ground, what triggered the need for customer success 3 years in, and what the benefits are of having sales incentives as a customer success manager.

We also discussed how customer video interviews keep th...

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Today on the show we have Teresa Anania, VP of Global Customer Success and Renewals at Zendesk.

In this episode, we talked about effective ways to measure the impact of Customer Success, how Zendesk runs “experimentation programs” within their CS team, and Teresa also explains why time to value is their go-to metric. 

We also discussed the role of a Practise Manager and their function within the team, how CS and sales work together i...

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Today on the show we have Eric Keating, VP of Marketing at Appcues.

In this episode, we talked about how Appcues differentiate themselves from the pack operating in such a competitive market, how they use their own service and why their marketing team owns customer onboarding. 

We also discussed how big successful companies got away with shitty customer onboarding experiences and why you cannot afford to do it now. We then dove into ...

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Today on the show we have Cactus Raazi, author of Price. 

In this episode, we talked about what drove Cactus to write Price, his theory on; should pricing be personalized to individual customers, and the different building blocks to create a more personalized pricing approach.

 We also discussed the starting point of the pricing conversation within a company, why pricing is often a guesstimation, and why that’s a problem, and lastly ...

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Today on the show we have Harini Karthik, Head of data at Loom.

In this episode, we talked about the ideal data setup at a company, where to start and how to build a data team that influences strategy and drives growth for the company.

We also discussed why you should prioritize understanding the LTV of your customers as one of your first big data challenges and broke down a step by step guide on how to do it. We dove into how to ide...

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Today on the show we have Louis Grenier, podcast host of Everyone Hates Marketers and the creator of the 8 week course called Stand the fuck out.

In this episode, we talked about how the course can help you and your business STFO and why you need to. We also chatted about the motivations that led him to create it in the beginning.

We also discussed why Louis hates the idea of category creation and what he believes you should aim for ...

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Today on the show we have Nick Fogle, co-founder of Churnkey.

In this episode we talked about what Nick hated about being a lawyer so much that he decided to take a job as a shuttle driver, and learn how to code between rides. 

 We also discussed the moment he realized his first startup was about to hit it’s growth ceiling due to extreme high churn, how they optimized their offboarding flow for retention and finally how this experien...

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Today on the show we have Tadas Labudis, co-founder and CEO of Prodsight.

In this episode, we talked about how multiple channels and siloed feedback can be a company’s biggest customer feedback analysis challenge, and how good data hygiene is the foundation of data collaboration across teams.   

We also dove into why you should rethink your churn exit survey and what you can do instead. Lastly we discussed the different ways you can ...

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Today on the show we have Julien Codorniou, VP of Workplace from Facebook.

In this episode we talked about Facebook’s obsession with user satisfaction, adoption and retention, how Workplace first started as an internal tool for facebook employees and why they decided to turn it into a business.

We also discussed Workplace’s superpower and how they differentiate from their competition, we also dove into their top-down and wall to wall...

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Today on the show we have Chris Hicken, CEO at 'nuffsaid.

In this episode, we talked about what drove Chris to build 'nuffsaid, and how it helps Customer Success teams. How userstesting.com conducts user testing to mitigate churn, and he also shares the 3 most common user testing mistakes that companies make. 

We also discussed the fundamentals of building an effective low-touch customer success model, how to level up it’s ma...

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Today on the show we have Ashvin Vaidyanathan, author and CCO at Gainsight.

In this episode, we talked about the power and impact that Customer Success and Product teams have when joining forces, why Ashvin created a Customer Experience position to act as a liaison between the two teams and how they have a common north star metric they focus on.

We also discussed how the CS team determines which pain points are important to act upon,...

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Today on the show we have Rav Dhaliwa, Investor and Venture Partner at Crane Venture Partners.

In this episode, we talked about Rav’s impressive career heading up CS at some of the top hyper-growth SaaS companies, how he’s seen the industry evolve over the past 15 years, and why CS leaders have two customers: the ones they serve externally and the teams they need to sell their value to internally.

Rav also shared tips on how to get s...

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Today on the show we have Francis Suarez, Mayor of Miami.

In this episode, we talked about the mass migration of startups and talent from places like San Francisco and New York to Miami. How Mayor Suarez retains his citizens by treating them as his customers, and what his citizen success team looks like. 

 We also discussed how the Mayor attracts VC’s to the city, how he onboards new citizens for success, Miami’s development roadmap,...

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Today on the show we have Erica Ayotte, VP of Customer Success at Privy.

In this episode, we talked about the importance of having deep expertise in a Customer Success team and how every CS manager at Privy has their very own unique superpower. Erica also explains how Privy successfully manages to provide a high-touch model feel to their customers at scale.

 Erica also shares the tactics she uses to grab her customer’s attention when...

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Today on the show we have Brian LaFaille, Global Head, Customer Success Strategic Programs at Google.

In this episode, we talked about how Brian is navigating customer retention post the Google acquisition, how both Google and Looker benefited from joining forces, and how they managed and prepared their existing customers for the transition.

 We also discussed Looker’s explosive growth since joining Google, and why Brian threw out th...

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Today on the show we have Harrison Rose, co-founder and Chief Customer Officer at Paddle.

In this episode, we talked about what it was like for Harrison to just finish school and dive straight into building a hyper growth company. We then chatted about category creation and how Paddle is defining their Revenue Delivery Platform that they are taking ownership of and working towards creating and becoming the category leader.

We also di...

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Today on the show we have Mike Sakaki VP of Customer Success & Support, and Tyler Ramsey, Senior Customer Success Manager at Mitek. 

In this episode, we talked about what Mitek is and what they do, why Mike and Tyler made the decision to shift their onboarding flow, and the steps they took to implement their new onboarding program in order to mitigate churn.

We also discussed the single metric Mitek uses to measure the ROI CSM’s ...

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Today is a BIG day as Churn FM turns 100 episodes old! 

It’s been an amazing learning curve and I’ve been super lucky to speak to and learn from some of the brightest minds in the business. 

For this special episode I wanted to give back to you, and all the other listeners of the show, who have helped shape and make it what it is today. 

So to do that I turned to our amazing guests and asked for a big favour which they were super cool...

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Today on the show we have Emily González-Cebrián, co-founder and CEO of Froged.

In this episode, we talked about why Emily decided to make the jump and start a SaaS business, how Froged was born, who their main customers are and how they help them with churn and retention. 

We also discussed the importance of onboarding and activation, their unique personalized and human onboarding experience, and how Froged uses Froged to retain the...

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