customer churn

In most companies between 10-30% of customers are at risk of leaving…That’s a lot of customer revenue on the table…

Yet, most organisations aren’t paying enough attention to this. Some companies are leaking or even haemorrhaging customers and then spending 5 times as much to acquire new ones, it doesn’t make sense, it’s massively inefficient.

It’s always been a challenge for organisations with large customer bases to identify customers who are unhappy at an individual level. But now….AI is now making this possible.

To find out how, I was lucky enough to have Libby Dale on the Customer Smarts podcast, who’s career passion has been to help organisations fix that very problem. And now, she’s using AI to do it at scale with her company Smart Measures. They are using AI to detect customers at risk, then using behavioural science to nurture those customers back to a happier place, it’s really fascinating and one of the the simplest, most practical use of AI in marketing that I’ve seen so far.

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

In this episode of The Modern SaaS Podcast, Srikrishnan Ganesan, the CEO of Rocketlane, joins us to discuss how customer onboarding shapes churn and expansions. 

He shares with us the insights he's gathered from years of experience, and explains how onboarding can help your company avoid costly churn and help you build the base for account expansions. 

𝗖𝗛𝗔𝗣𝗧𝗘𝗥𝗦 

00:00 - Intro 

00:56 -True churn happens in onboarding 

03:22 - The story behind Rocketlane 

06:32 - The customer shareability gap 

09:48 - Purpose built software vs. all-in-one solutions 

15:19 - Need for customer status update 

18:13 - Common mistake: Not sharing implementation timelines with customer 

22:42 - Have a pre-kick off call 

27:43 - Shifting responsibilities in the product-led sales world 

31:06 - Role of community in shaping the product 

34:30 - How building a community helps 

38:06 - Where does community fit in the org chart 

40:04 - What's a great buyer journey 

43:53 - Focus on brand from early 

44:46 - Closing notes 

💌 Connect with Srikrishnan Ganesan💌 

➟ Linkedin 🔗 https://www.linkedin.com/in/srikrishnang 

Also, please listen to the episode on: 

➟ Apple 🔗 

➟ Spotify 🔗 

✨ Subscribe to Avoma's Channel✨ 

🔗https://www.youtube.com/channel/UCpSiDrsEUx2Qywfb1V3CII 

✨About Avoma✨ 

Avoma is an end-to-end AI meeting assistant for customer-facing teams. Its AI-powered technology helps customer-facing teams capture important customer information, before, during, and after important meetings. 

🔗 https://www.avoma.com/ 

🎥𝗖𝗵𝗲𝗰𝗸𝗼𝘂𝘁 𝗠𝘆 𝗢𝘁𝗵𝗲𝗿 𝗩𝗶𝗱𝗲𝗼𝘀 

➟ The game-changing shift in SaaS sales | Mona Akmal | The Modern SaaS Podcast | Ep #23 🔗 https://youtu.be/hYRTP5eVlow 

➟ How to close deals faster in the current economy | Mor Assouline | The Modern SaaS Podcast | Ep #24 🔗https://youtu.be/l5JISfmFUFk 

𝗙𝗼𝗹𝗹𝗼𝘄 𝗢𝗻 𝗦𝗼𝗰𝗶𝗮𝗹 

➟ Linkedin 🔗https://www.linkedin.com/company/avoma 

➟ Twitter 🔗https://twitter.com/AvomaInc 

#saas #customerexperience #onboarding

𝗥𝗲𝗹𝗮𝘁𝗲𝗱 𝗦𝗲𝗮𝗿𝗰𝗵𝗲𝘀: 
customer onboarding 
modern saas podcast 
modern onboarding 
customer churn 
account expansions

Ever found yourself stepping into a role that you never expected you'd be in? That’s what my guest, Brian Sierakowski, did when he took over as CEO of Bearmetrics, a company that he had not founded, but was handed over to him after an acquisition by a private equity firm. Entering an existing team, dealing with the weight of expectations, and managing an already functioning business with its own culture and values, Brian's journey is a roller coaster of challenges and learnings that he’s eager to share with you today.

Brian on Twitter: https://twitter.com/bsierakowski/

The blog post: https://thebootstrappedfounder.com/brian-sierakowski-leading-an-acquired-business/

The podcast episode: https://share.transistor.fm/s/2ec803d1

The video: https://youtu.be/XWjC4w_cD7g

You'll find my weekly article on my blog: https://thebootstrappedfounder.com

Podcast: https://thebootstrappedfounder.com/podcast

Newsletter: https://thebootstrappedfounder.com/newsletter

My book Zero to Sold: https://zerotosold.com/

My book The Embedded Entrepreneur: https://embeddedentrepreneur.com/

My course Find Your Following: https://findyourfollowing.com

This episode is sponsored by Acquire.com

• (00:00) - From Indie Hacking to Acquired Businesses
• (06:39) - Taking Over an Acquired Business Challenges
• (12:09) - Improvements and Changes in the Business
• (26:14) - Cancelling Subscriptions and Learning From Feedback
• (34:33) - Managing Expectations in Public Settings
• (42:24) - Career Transition Options and Considerations
• (53:27) - Dual Perspective in Building a Business
• (01:05:23) - Selling Your Business

➟ In this episode of The SaaS Sprints Podcast, Andrus Purde, the CEO of Outfunnel, shares content and pricing lessons learned from customer churns in 2022 and how to attract the right customers that are a fit for your product. 

Customer churn is a common reality for SaaS businesses of all sizes. Andrus talks about how he as a founder looks at the role of content, to capture as well as generate demand, attract the right customers who'll find value using Outfunnel, so that the churn rate is at a minimum. 

This is sure to be invaluable information for all founders and leadership teams of all levels, from startup to mid-size business to enterprise. 

𝗖𝗛𝗔𝗣𝗧𝗘𝗥𝗦 

00:00 - Intro 
01:46 - The role of content from a founder perspective 
03:31 - If everyone uses AI for content creation 
04:53 - Outfunnel's inbound-outbound mix 
06:05 - How category awareness impacts marketing mix 
06:42 - Content strategy and how to choose topics 
08:30 - Expectations from content 
10:05 - Organic and direct traffic as sources 
12:50 - Defining lead sources 
13:38 - Using data and content to improve customer experience 
17:41 - Rapid Fire Questions 
26:37 - Connect with Andrus on LinkedIn 
27:08 - Parting msg: Build relationships 

💌 Connect with Andrus Purde💌 
➟ Linkedin 🔗 https://www.linkedin.com/in/andruspurde/ 

➟ The Sprinter (newsletter) 
https://www.linkedin.com/newsletters/7063723586229858304/ 

𝗙𝗼𝗹𝗹𝗼𝘄 𝗢𝗻 𝗦𝗼𝗰𝗶𝗮𝗹 
➟ Linkedin 🔗https://www.linkedin.com/company/saas-sprints/ 
➟ Twitter 🔗https://twitter.com/SaaS_Sprints 

✨ 𝐉𝐨𝐢𝐧 𝐒𝐚𝐚𝐒 𝐒𝐩𝐫𝐢𝐧𝐭𝐬 ✨ 🔗https://www.youtube.com/channel/UCqsjyAAFlGB7quLff-cW5-g/ 

🍁 𝗔𝗯𝗼𝘂𝘁 𝗦𝗮𝗮𝗦 𝗦𝗽𝗿𝗶𝗻𝘁𝘀 🍁 SaaS Sprints is a content marketing agency that helps SaaS drive revenue with content that ranks, brings qualified traffic, and converts. If you are looking for domain experts in SaaS to build your content strategy and also create content you can swear by, let's talk! 

No more dealing with project managers or junior writers without domain expertise. You talk to us, and we deliver -- without losing anything in the game of telephone. 

#saas #contentmarketing #demand 

𝗥𝗲𝗹𝗮𝘁𝗲𝗱 𝗦𝗲𝗮𝗿𝗰𝗵𝗲𝘀: 
demand generation 
outfunnel 
content marketing tips 
the saas sprints podcast
b2b lead generation 
b2b marketing 
pricing 
go to market

• Facing the challenge bigger than a customer resistance to change the status quo
• Growing cold in the last stage of the pipeline - How to address it
• Overcoming indecision - How to equip your prospect 
• Build confidence right from the start
• ‘But I feel your competitor is better!’ — Best way to overcome this objection
• Hyper-personalization and trust - The correlation
• Recession and Indecision - What would be the impact 

Matt is a frequent contributor to Harvard Business Review on sales and customer experience. He is a founding partner of DCM Insights, a boutique consultancy focused on using data and research-backed frameworks to help companies attract, retain and grow their customers. 

Previously, he has held numerous global leadership roles at organizations like Tethr, Korn Ferry Hay Group as well as the research firm CEB (now Gartner). He is a sought-after speaker and advisor to management teams around the world, including many of those in the Fortune 500.

Get his latest book: https://amzn.to/3T6f0uK

While many growth marketers consider customer churn a barrier to success, most fail to consider just how top-of-funnel churn really is.

On this FINITE Podcast, Jesus Requena, VP Growth Marketing at Figma, shares how reducing customer churn is, yes, about recapturing the interest of waning users, but also about acquiring the right users in the first place.

Jesus' extensive background in self-serve SaaS marketing has given him incredible insights into the details of customer retention, and we're so pleased he delivered his key takeaways on this episode of the FINITE Podcast.

The FINITE Podcast is made possible by 93x, the leading digital marketing agency for B2B technology, software & SaaS businesses delivering SEO & PPC strategy that drives leads, pipeline & revenue growth.

And Terminus: the only account-based engagement platform built to deliver more pipeline and revenue through multi-channel ABM.

For many businesses, particularly high-value, single purchases such as a new car or piece of tech equipment, and account, SaaS or subscription-based business models, customer onboarding is a must. 

It’s likely that your customer has done a lot of research, investing plenty of time and money into making this purchase, so it’s only right to ensure they get up and running smoothly, and reap all the benefits from your product or service.

In this podcast, we cover just what customer onboarding is, whether or not your business requires it, and the 6 key benefits from delivering a great onboarding experience.

You can also read the blog version here.

Enjoy!

If you liked this podcast, be sure to subscribe for free via any podcast app or on Spotify. Feel free to share with a friend if you feel they might enjoy it! And don’t forget, you can find other resources like guides, videos, blogs and infographics over on our website at www.hurree.co.