CHURN FM

Today on the show we have James Hawkins, CEO and co-founder of PostHog. In this episode, James shares his experience navigating growth and retention at PostHog. He discusses his journey from working in outbound sales to leading a product-led growth startup and the importance of an inbound-focused approach. We delve into how PostHog defined and focused on their ideal customer profile (ICP) of engineers, which not only shaped their product development and marketing strategies but also influenced their unique team structure, where every team member can code. We wrapped up with James talking about the transition from self-hosted to cloud services and their strategic shift to usage-based pricing. Mentioned Resources PostHogArachnysJiraGitHubHacker NewsKubernetesAWSCloudflareZendeskChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Baird Hall, the co-founder of Churnkey. In this episode, Baird shares his experience in developing effective reactivation campaigns and the importance of segmentation in retention strategies. We then discussed how small changes in retention tactics can have a monumental impact on high-volume subscription businesses, and the role of dynamic, personalized cancellation flows. We wrapped up by exploring Churnkey's evolution from a tool-based approach to a comprehensive retention platform, and the future of AI-driven churn prediction. Mentioned Resources ChurnkeyHotjar Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Jason Oakley, the founder of Productive PMM and former Director of Product Marketing at Klue and Chili Piper. In this episode, Jason shares his experience in building product marketing from the ground up, focusing on the critical areas of positioning, messaging, and buyer enablement. We discussed how these elements play a crucial role in driving customer success and improving retention, along with practical strategies for implementation. We wrapped up by discussing the role of product marketing in working with sales, customer success, and product teams to ensure a seamless customer experience from onboarding to retention. ‍Mentioned Resources Productive PMMUserEvidenceChili Piper Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Joe Leech, a Coach to CEOs with 18 years of tech experience, working with over 30 startups and FTSE100 giants. In this episode, Joe shares his insights on retaining top talent and preventing team churn. We discussed the common mistakes leaders make in micromanagement and hiring and we wrapped up by exploring effective onboarding strategies for new leaders. Mentioned Resources Joe LeechcxpartnersMarriott.comeBayDavid DarmaninHotjarName It to Tame It Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Mark Stiving, the founder of Impact Pricing and author of "Selling Value", "Impact Pricing", and "Win Keep Grow". In this episode, Mark shares his experience in the intricacies of pricing and packaging strategies, emphasizing their impact on customer retention and expansion. We then discussed understanding customer value, overcoming internal biases, and the importance of iterative pricing strategies. We wrapped up by exploring actionable insights on leveraging pricing metrics to enhance customer engagement and reduce churn. Mentioned Resources Impact PricingSelling Value BookImpact PricingWin Keep Grow Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Justin Vandehey, the Director of Partner Integrations and Development at Culture Amp. In this episode, Justin shares his experience in growing Disco, a Slack-based employee recognition platform, which was acquired by Culture Amp. We then discussed how Disco initially started as an email-based integration and the challenges they faced with user engagement. Justin dives into the pivotal decision to switch their activation channel to Slack, which significantly boosted virality within companies. We wrapped up by exploring the strategies Disco used to maintain growth during the pandemic and how they adapted to changing market conditions. Mentioned Resources Culture AmpSlackThe Bridge RoundChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Miruna Dragomir, CMO of Planable. In this episode, Miruna shares her experience in optimizing user acquisition for long-term retention. We discuss her transition from large corporations like Uber and Oracle to an early-stage startup, Planable, and how she built and scaled the marketing team. Miruna also delves into the integration of customer success and marketing, the retention strategies she used at Uber, and effective reactivation tactics. We wrap up by exploring the challenges of B2B versus B2C marketing and the importance of creating user habits for sustained retention. Mentioned Resources PlanableUberOracleAgoraPulseGithubChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Martin Gonto, the Co-Founder and GTM advisor of HyperGrowth Partners and interim CMO at Vercel. In this episode, Gonto shares his experience in identifying and leveraging anti-retention metrics to optimize product strategies. We then discussed the concept of next best actions and how these strategic steps can significantly enhance user retention. We wrapped up by exploring practical examples from Gonto's work with various companies, highlighting actionable insights for startup growth. Mentioned Resources: HyperGrowth PartnersDeepgramAshbyRetoolAuth0VercelVueCursorGitHubCoPilotSiriusChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Andy Carvell, CEO and Co-Founder of Phiture. In this episode, Andy shares the framework Phiture uses to increase mobile app retention, drawing from his extensive work with companies like SoundCloud and VSCO. We discussed the future of mobile app interactions, including the potential of voice interfaces, AI, and wearable technology, and how these innovations fit into future growth strategies for mobile. We wrapped up by diving into the importance of having a solid data tracking plan and Andy shared Phiture's systematic approach to help companies optimize their user engagement and retention strategies. ‍Mentioned Resources PhitureSoundCloudVSCOBrian BalfourReforgeBrazeFishBrainPhiture Taxonomy TemplateChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 sponsored by Vitally, the all-in-one Customer Success Platform.

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 sponsored by Vitally, the all-in-one Customer Success Platform.

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 sponsored by Vitally, the all-in-one Customer Success Platform.

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 sponsored by Vitally, the all-in-one Customer Success Platform.

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 sponsored by Vitally, the all-in-one Customer Success Platform.

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 sponsored by Vitally, the all-in-one Customer Success Platform.

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 sponsored by Vitally, the all-in-one Customer Success Platform.

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 sponsored by Vitally, the all-in-one Customer Success Platform.

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 sponsored by Vitally, the all-in-one Customer Success Platform.

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 sponsored by Vitally, the all-in-one Customer Success Platform.

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 sponsored by Vitally, the all-in-one Customer Success Platform.