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CHURN FM

Business & Economics Podcasts

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.

Location:

Cyprus

Description:

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.

Language:

English

Contact:

+35796041361


Episodes
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E246 | Optimizing Cancellation Flows to Reduce Churn: Unbounce’s Approach with Tamara Grominsky

5/22/2024
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 UnbouncePMM CampKajabi Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:40:48

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E245 | Shaping Customer Discovery During Active Vs Passive Looking Phases with Ryan Singer

5/15/2024
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 UpFelt PresenceBasecampHotjarShaping in Real LifeHow to Web ConferenceBob MoestaDemand Side Sales 101Four Fits For $100MGPT-4Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:45:01

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E244 | Enhancing Product and Customer Success Alignment to Deliver Customer Value with PagerDuty's VP of CS, Heather Brown

5/8/2024
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#IamRemarkableChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:37:23

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E243 | Mitigating the Impact of Customer Champion Turnover with Customer.io's VP of Customer Experience, Natalie Onions

5/1/2024
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.ioBig ButtonChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:39:58

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E242 | Navigating the Challenges of Product Management in Horizontal Products with Softr's Austin Yang

4/23/2024
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 SoftrLandbotAustinyang.co Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:35:32

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E241 | Crafting Your Homepage to Increase Conversions and Boost Customer Retention with Rob and Anthony of Fletch PMM

4/17/2024
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 PMMHotjarSuperhumanLoomChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:50:20

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E240 | Embracing a Generalist Mindset and Flexibility in Career Growth: Céline Daley’s Journey to VP of Customer at DeepL

4/10/2024
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: DeepLBrightwheelZendeskAmanda KlehaFigmaAnne RaimondiAsanaJarek KutylowskiEmeric ErnoultAgorapulse Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:40:36

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E239 | Closing the Feedback Loop: Cycle's Journey to Boost Customer Retention

4/3/2024
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 AppHotjarFigmaNotionSegment AnalyticsEleanor DorfmanBrian BalfourAvrioSuperhuman Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:38:32

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E238 | Preventing Churn Through Strategic Objection Handling with Vendr's Lizzy Rosen

3/27/2024
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: GongVendrVitallyRedefining Customer Success Without Direct Engagement Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:37:10

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E237 | Pivoting Strategies Amidst Rapid Expansion scaling Retention.com to $20M+ ARR with Adam Robinson

3/20/2024
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.comMaropostJasper.aiY CombinatorKlaviyoClearbit6SenseQualifiedNordstromWarby ParkerJolieDr. SquatchZoomInfoApollo.ioSantosh SharanHotjarBaremetrics Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:46:47

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E236 | From HelloFresh to Hotjar: Dissecting B2B vs. B2C Retention Strategies with Hotjar's CEO, Mohannad Ali

3/13/2024
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: HotjarHelloFreshChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:41:40

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E235 | The Lifecycle of Loyalty: Tackling Churn at Critical Stages in the User Journey with Active Campaign's Casey Hill

3/5/2024
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: ActiveCampaignBonjoroMcKinseyBlackRockGrowth MentorHill Gaming CompanyKickstarterMarTechMagic: The GatheringChatGPTDavid SacksHotjarSlackJason LemkinPatrick CampbellIntercom Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:47:31

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E234 | 6 Key User Onboarding Strategies Learned from HubSpot and Wistia with Andrew Capland

2/28/2024
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 ValuePostscriptWistiaHubSpotDigitasDisneyAflacBank of AmericaHotjarAppcuesIntercomPendoChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:43:05

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E233 | Continuous Discovery as a Tool for Product-Market Fit and Churn Reduction with Teresa Torres

2/21/2024
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 OrgContinuous Discovery Habits bookRiversideAwkward Silences Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:44:33

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E232 | Transforming CS to Drive Sales and Secure Retention in an Economic Downturn with Mixmax's VP of Success, Elliot Kohtz

2/14/2024
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: MixmaxQuanticMind Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:32:55

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E231 | Unlocking Growth: Sofia Quintero's Insights on Product Innovation and Market Fit

2/7/2024
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: EnjoyHQCollieGeckoboardUserZoom Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:49:49

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E230 - A Pivotal Moment for Customer Success: AI, Efficiency, and Innovation with Kristi Faltorusso

1/31/2024
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: ClientSuccessIntelliShiftKristiFaltorusso.comChatGPT Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:45:01

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E229 | Navigating Customer Success in the Cloud and On-Prem: Insights from Algolia and Alteryx with Jim Schattin

1/24/2024
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: AlteryxAlgolia Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:43:10

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E228 | Driving Engagement: Behavioral Science Insights from Credit Karma and Google with Irrational Labs CEO, Kristen Berman

1/17/2024
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 LabsCredit KarmaCommon Cents LabQuickbooksGoogle ScholarOne MedicalProdPadNoomHooked by Nir EyalHotjarAmazon Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:46:48

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E227 | Soaring High in Customer Loyalty: Lessons from the Airline Industry with Loyalty Status CEO, Mark Ross-Smith

1/10/2024
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 AirlinesEtihad GuestVodafoneMySpaceWhatsAppAmerican AirlinesUnited AirlinesDelta AirlinesRed BullHotjar Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Duration:00:32:29