CHURN FM

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

Today on the show we have Andrew Capland, a growth advisor and onboarding specialist with rich experiences at HubSpot and Wistia.

In this episode, Andrew shares his journey from HubSpot to Wistia, outlining the evolution of his approach to user onboarding and growth. Andrew walked through 6 key steps of a successful onboarding framework to increase activation and reduce churn. 

We then discussed the importance of personalized user experiences and how businesses can implement these strategies to achieve remarkable customer retention. Andrew wraps up the conversation by emphasizing the critical role of continuous learning and adaptation in the ever-evolving SaaS landscape.

Mentioned Resources:

• Delivering Value
• Postscript
• Wistia
• HubSpot
• Digitas
• Disney
• Aflac
• Bank of America
• Hotjar
• Appcues
• Intercom
• Pendo 

Today on the show, we have Teresa Torres, an internationally acclaimed author, speaker, and coach.

In this episode, Teresa shares her insights on using continuous discovery as a crucial tool for achieving product-market fit and effectively reducing churn. She explains how her approach helps product teams make informed decisions by integrating continuous customer feedback into their daily processes.

We then discussed the impact of continuous discovery on product development, showcasing Teresa's strategies for aligning product offerings more closely with customer needs. We wrapped up by exploring practical steps for implementing continuous discovery practices to enhance customer retention and drive product 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:

• Product Talk Org
• Continuous Discovery Habits book
• Riverside
• Awkward Silences

Today on the show we have Elliot Kohtz, the VP of Success at Mixmax, a leading sales engagement platform.

In this episode, Elliot shares his insights on the evolving landscape of customer success (CS) and its pivotal role in driving sales and securing retention, especially during economic downturns. We delve into the challenges of tool consolidation and budget constraints, discussing strategies for becoming an indispensable tool that companies consolidate towards rather than away from.

We then explored how Mixmax leverages its comprehensive suite of tools to enhance sales engagement and customer success, making it a Swiss army knife for revenue-generating teams. Elliot also highlighted the importance of having meaningful, sometimes tough, conversations with customers about consolidation, budgeting, and the value Mixmax delivers.

Wrapping up, we discussed the importance of adapting CS strategies to maintain and grow customer relationships in challenging economic times, emphasizing proactive engagement and the need for CS teams to be equipped to handle commercial conversations effectively.

Mentioned Resources:

• Mixmax
• QuanticMind

Today on the show, we have Sofia Quintero, the co-founder of Collie.

In this episode, Sofia shares her journey from founding EnjoyHQ to her role in shaping Collie, a tool that integrates all engineering rituals into one platform, fostering trust and efficiency through asynchronous communication. With a rich background that includes leading growth at GeckoBoard and navigating EnjoyHQ through acquisition by UserZoom, Sofia brings a wealth of knowledge on scaling startups, product innovation, and market fit.

We delve into the critical aspects of product development, from identifying genuine user pain points to creating tailored solutions that drive growth. Sofia emphasizes the significance of aligning product offerings with market demands and the dynamic process of adjusting to user feedback while staying true to the product’s core value proposition.

Mentioned Resources:

• EnjoyHQ
• Collie
• Geckoboard
• UserZoom

Today on the show, we have Kristi Faltorusso, the Chief Customer Officer at ClientSuccess. 

In this episode, Kristi shares her journey from IntelliShift to her current role, revealing how her experiences have shaped her approach to customer success.

Kristi then discusses the transformative impact of AI on customer success strategies, emphasizing how these technologies are streamlining processes, enhancing efficiency, and unlocking new potential for both teams and customers. 

We then explored the crucial role of content in building successful customer relationships, underscoring the evolving nature of customer success roles.

We wrapped up with Kristi addressing the challenges and opportunities presented by the current market conditions where she provided practical advice on optimizing customer success strategies and highlighted the importance of being agile and proactive in this ever-changing landscape.

As usual, we're excited to hear your thoughts on this episode, and if you have any feedback, we would love to hear from you. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter for more updates.

Mentioned Resources:

• ClientSuccess
• IntelliShift
• KristiFaltorusso.com
• ChatGPT

Today on the show we have Jim Schattin, the Chief Customer Officer at Algolia.

In this episode, Jim shares his unique experiences in shaping customer success strategies in different technological environments. We dive deep into the contrast between cloud-based and on-premise solutions, examining how customer engagement and success practices vary across these platforms.

We then discussed the evolution of customer success from his time at Alteryx, focusing on the challenges and rewards of managing on-premise solutions. We wrapped up by discussing his current role at Algolia, shedding light on how customer success is managed in a cloud-centric organization.

Mentioned Resources:

• Alteryx
• Algolia

Today on the show we have Kristen Berman, the CEO and co-founder of Irrational Labs, a renowned product design and behavior change lab.

In this episode, Kristen shares her extensive experience in the field of behavioral economics and its application in product and marketing strategies. We delve into how understanding user psychology is crucial in product design, highlighting the influence of the environment on user behavior.

Kristen discusses the challenges companies face in activating and engaging users, providing insights into the application of behavioral science for enhancing user experience. She shares successful strategies and examples from her work with companies like Credit Karma and Google, emphasizing the impact of habits on long-term user engagement.

We wrap up the episode with Kristen's final thoughts on the future of behavioral science in product development and an invitation to explore more resources in this field.

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:

• Irrational Labs
• Credit Karma
• Common Cents Lab
• Quickbooks
• Google Scholar
• One Medical
• ProdPad
• Noom
• Hooked by Nir Eyal
• Hotjar
• Amazon

Today on the show we have Mark Ross-Smith, CEO and co-founder of Loyalty Status. Mark, an expert in travel technology and former head of Loyalty at Malaysia Airlines, shares his journey from running Australia's largest youth social network, SMS Fun, to pioneering the field of airline loyalty.

In this episode, Mark offers unique insights into the evolution of customer loyalty programs in the airline industry. He discusses the strategies behind successful customer retention, the psychological impact of status in loyalty programs, and the parallels between customer loyalty in the telecom and airline sectors.

Mark also reveals the behind-the-scenes mechanics of airline loyalty programs and their significant impact on both customer experience and airline revenue. This episode is a peak into the world of customer loyalty, providing valuable lessons for businesses striving to enhance their customer engagement and retention strategies.

Mentioned Resources:

• Malaysia Airlines
• Etihad Guest
• Vodafone
• MySpace
• WhatsApp
• American Airlines
• United Airlines
• Delta Airlines
• Red Bull
• Hotjar

Today on the show, we delve into the story of a startup's strategic pivot from Peak Performer, which had reached $900K ARR, to the inception of Inferless. This episode sheds light on the intricate decision-making process behind this pivot, exploring the challenges and considerations that come with making such a transformative business move.

We discuss the crucial factors in assessing product-market fit, the importance of customer discovery, and how aligning with market needs led to the birth of Inferless. Hear about the journey from achieving a significant ARR to recognizing the need for change and pursuing a new direction.

This episode is particularly insightful for entrepreneurs and startup founders looking to understand the nuances of pivoting in the startup world.

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 on Andrew@churn.fm. Don't forget to follow us on Twitter.

Mentioned Resources:

• Inferless
• Peak XV
• Peak Performer

Today on the show we have Shilpi Narang, the Chief Customer Officer of Bolt. In this episode, Shilpi shares her insights into the innovative 'Hypercare' strategy, a cornerstone of Bolt's customer onboarding process. We delve into how Hypercare ensures a seamless transition for new clients, emphasizing the importance of the initial 90 days in a customer's journey.

Shilpi also discusses the pivotal role of customer success managers in maintaining lasting relationships and the importance of a holistic approach to customer health. Learn about Bolt's proactive methods in customer management, how they tailor support during the critical Hypercare phase, and the impact of these strategies on customer retention and satisfaction.

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 on Andrew@churn.fm. Don't forget to follow us on Twitter.

Mentioned Resources:

• SugarCRM
• Customer Champions
• Tatyana Mamut

Today on the show, we have Dennis Mortensen, CEO and Founder of LaunchBrightly. In this episode, Dennis shares his profound insights on two pivotal strategies in the SaaS industry: Bottoms-Up vs Top-Down models.

Drawing from his vast experience transitioning from x.ai to LaunchBrightly, Dennis discusses the unique challenges and benefits of each approach. We delve into how these models impact customer acquisition, pricing strategies, and overall business growth.

Dennis also highlights the crucial role of data-driven decision-making in understanding and reducing churn, as well as the importance of customer support in both Bottoms-Up and Top-Down models.

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 on Andrew@churn.fm. Don’t forget to follow us on Twitter.

Mentioned Resources:

• LaunchBrightly
• x.ai
• Bizzabo
• Trello
• Calendly
• Dropbox

Today on the show, we welcome Steve Cornwell, SVP of Strategy for Customer Education at Gainsight.

In this episode, Steve shares insights into the transformative role of digital education in Customer Success. He discusses the shift from traditional customer engagement methods to innovative digital strategies in today's dynamic business environment.

We delve into practical ways digital tools can be used to build stronger customer relationships and enhance overall customer experience. Steve also emphasizes the growing role of online communities in creating a more connected and informed customer base.

Tune in to learn about the innovative ways digital education is becoming a key strategy in customer success, and how it's changing the game for businesses and their customers.

Mentioned Resources

• Gainsight
• Northpass
• HubSpot Academy
• Salesforce Trailhead

Today on the show we have Dror Avieli, the Managing Director and VP of Customer Success at ConsenSys.

In this episode, Dror shares his unique journey in customer success, transitioning from the traditional corporate environment at Hewlett-Packard Enterprise to the innovative world of Web 3.0 at ConsenSys.

We discuss the challenges and opportunities in redefining customer engagement and success in the decentralized and rapidly evolving ecosystem of Web 3.0. From engaging with DAOs to embracing the community-centric approach, Dror provides insightful strategies for adapting customer success practices in this new era.

Join us for a deep dive into the transformation of customer success in the age of blockchain and decentralized technology.

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:

• Hewlett Packard Enterprise
• Palo Alto
• Tatyana Mamut
• Cisco
• Google
• OpenSeal
• Uniswap
• MetaMask
• Chris Regester on LinkedIn
• MetaMask SDK
• Metamask Snap

Today on the show we have Tatyana Mamut, a serial entrepreneur with an extensive background at Amazon, Salesforce, Nextdoor, and IDEO.

In this episode, Tatyana shares her insights into effective collaboration between product management and customer success teams. 

Drawing from her diverse experiences, we explore how she fostered a unified vision at Amazon, enhanced CRM effectiveness at Salesforce, leveraged community feedback at Nextdoor, and applied design thinking principles from IDEO to align product and customer goals. 

This comprehensive discussion provides a deeper understanding of the synergies necessary for customer-centric product development.

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.

Mentioned Resources:

• Amazon
• Salesforce
• Nextdoor
• IDEO
• Reforge
• Pendo
• Leo Burnett (Agency)
• Daphne Lopes
• HubSpot
• Chris Regester
• Planhat
• Napster
• Jira
• Apple

Today on the show, we have Ravi Mehta, the Co-Founder and CEO of Outpace and a previous product leader at Tinder, TripAdvisor, and Facebook.

In this episode, Ravi shares his insights into the unique approaches to user retention and churn at these varied platforms. We explore the dynamics of engaging users in a dating app context with Tinder, understand the challenges of episodic user interaction at TripAdvisor, and delve into sustaining constant user engagement at Facebook. This comprehensive discussion provides a deeper understanding of user retention tactics in different digital environments.

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:

• Outpace
• TripAdvisor
• Tinder
• Facebook
• Zillow
• Hooked by Nir Eyal (Book)
• Reforge
• Match
• eHarmony
• Vivek Kumar’s ICED Theory

Today on the show we have Chris Regester, the Chief Customer Officer of Planhat.

In this episode, Chris shares his extensive wisdom on the growth journey of a successful SaaS company and the critical role of recruitment in scaling businesses. 

We then delve into the concept of "wolf-mode" customer success, highlighting an aggressive approach to customer objectives and the significance of seasoned expertise within the team. 

We wrapped up by discussing current trends in the customer success industry, like the shift toward efficiency and CS accountability in revenue growth.

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 on Andrew@churn.fm. Don't forget to follow us on Twitter.

Mentioned Resources:

• Meltwater
• Hotjar
• Zoom
• Flatfile Episode
• Planhat
• Gitlab
• David Sakamoto
• Snowflake
• Frank Slootman
• The Customer Success Channel

Today on the show we have Becca Weiss, the VP of Customer Success and Support at Flatfile.

In this episode, Becca shares her experience in tackling churn and onboarding challenges at Flatfile.

She discusses the transition from a product-led growth approach to a sales-led motion and the subsequent realization that the issue lay not in change management, but in the product itself.

Becca explains how they then rebuilt the product to be developer-first and highly extensible, allowing customers to set up their workflows.

We wrapped up with Becca discussing why they are now returning to a product-led growth motion, targeting developers for smoother onboarding.

We hope you enjoy this episode.

Mentioned Resources:

• Twilio
• SendGrid
• Red Rocks
• Rahul Vohra
• Superhuman
• Caroline Clark
• Arcade Software

Today on the show we have Matt Bilotti, the product lead for consumer LP and growth at AngelList.

In this episode, Matt shares his experience in venture capital investing and how he managed to hustle his way to manage the dorm room fund.

We then dive into the topic of growth and retention at AngelList, discussing the challenges and strategies they employ to keep LPs engaged and drive growth.

Matt also shares insights from his time at Drift and the importance of experimentation and reducing friction in the customer journey.

Tune in to this episode to learn valuable lessons about growth and retention in the startup and venture capital space.

Mentioned Resources:

• AngelList
• ‍HyperGrowth Partners
• Drift
• HubSpot
• First Round Capital
• Zillow
• Charles Schwab
• Hotjar
• Guillaume “G” Cabane on Linkedin

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Today on the show we have Daphne Lopez, the Head of Customer Success at HubSpot.

In this episode, Daphne shares her experience in leveraging the Jobs to be Done framework in customer success. She explains how aligning customer success with product and marketing, and focusing on the value realization of customers' goals, can lead to better customer outcomes and retention.

We also discuss the importance of understanding anti-personas, refining ideal customer profiles, and how customer success teams can use the Jobs to be Done framework to drive renewals and meet evolving customer needs.

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 on Andrew@churn.fm. Don't forget to follow us on Twitter.

Mentioned Resources:

• HubSpot
• daphnelopes.com