CHURN FM
282 episodes - English - Latest episode: 2 days ago - ★★★★★ - 32 ratingsCHURN 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.
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Episodes
E242 | Navigating the Challenges of Product Management in Horizontal Products with Softr's Austin Yang
April 24, 2024 03:00 - 35 minutes - 24.4 MBToday 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 Softr Landbot Austinyang.co
E241 | Crafting Your Homepage to Increase Conversions and Boost Customer Retention with Rob and Anthony of Fletch PMM
April 17, 2024 07:00 - 50 minutes - 34.6 MBToday 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 ex...
E240 | Embracing a Generalist Mindset and Flexibility in Career Growth: Céline Daley’s Journey to VP of Customer at DeepL
April 10, 2024 05:00 - 40 minutes - 27.9 MBToday 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 adven...
E239 | Closing the Feedback Loop: Cycle's Journey to Boost Customer Retention
April 03, 2024 05:00 - 38 minutes - 26.5 MBToday 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, ultimatel...
E238 | Preventing Churn Through Strategic Objection Handling with Vendr's Lizzy Rosen
March 27, 2024 05:00 - 37 minutes - 25.6 MBToday 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 in...
E237 | Pivoting Strategies Amidst Rapid Expansion scaling Retention.com to $20M+ ARR with Adam Robinson
March 20, 2024 08:00 - 46 minutes - 32.2 MBToday 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 ...
E236 | From HelloFresh to Hotjar: Dissecting B2B vs. B2C Retention Strategies with Hotjar's CEO, Mohannad Ali
March 13, 2024 10:00 - 41 minutes - 28.6 MBToday 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 i...
E235 | The Lifecycle of Loyalty: Tackling Churn at Critical Stages in the User Journey with Active Campaign's Casey Hill
March 06, 2024 04:00 - 47 minutes - 32.7 MBToday 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 impr...
E234 | 6 Key User Onboarding Strategies Learned from HubSpot and Wistia with Andrew Capland
February 28, 2024 06:00 - 43 minutes - 29.6 MBToday 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 strategi...
E233 | Continuous Discovery as a Tool for Product-Market Fit and Churn Reduction with Teresa Torres
February 21, 2024 15:00 - 44 minutes - 30.6 MBToday 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 Tere...
E232 | Transforming CS to Drive Sales and Secure Retention in an Economic Downturn with Mixmax's VP of Success, Elliot Kohtz
February 14, 2024 09:00 - 32 minutes - 22.6 MBToday 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 ...
E231 | Unlocking Growth: Sofia Quintero's Insights on Product Innovation and Market Fit
February 07, 2024 11:00 - 49 minutes - 34.3 MBToday 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, ...
E230 - A Pivotal Moment for Customer Success: AI, Efficiency, and Innovation with Kristi Faltorusso
January 31, 2024 08:00 - 45 minutes - 30.9 MBToday 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 explo...
E229 | Navigating Customer Success in the Cloud and On-Prem: Insights from Algolia and Alteryx with Jim Schattin
January 24, 2024 07:00 - 43 minutes - 29.7 MBToday 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 ma...
E228 | Driving Engagement: Behavioral Science Insights from Credit Karma and Google with Irrational Labs CEO, Kristen Berman
January 17, 2024 11:00 - 48 minutes - 33.5 MBToday 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...
E227 | Soaring High in Customer Loyalty: Lessons from the Airline Industry with Loyalty Status CEO, Mark Ross-Smith
January 10, 2024 10:00 - 34 minutes - 23.6 MBToday 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...
E226 | The Bold Pivot: Dropping Peak Performer's $900K ARR to Start Inferless, with CEO Aishwarya Goel
January 03, 2024 09:00 - 32 minutes - 22.7 MBToday 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 birt...
E225 | Hypercare: Bolt's Secret to Seamless Customer Onboarding with CCO, Shilpi Narang
December 20, 2023 06:00 - 35 minutes - 24.7 MBToday 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 ...
E224 | Bottoms-Up vs Top-Down: The SaaS Model Showdown with Dennis Mortensen
December 13, 2023 12:00 - 42 minutes - 29.2 MBToday 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 ...
E223 | Next-Gen Customer Success: Digital Education as a Key Strategy with Gainsight's Steve Cornwell
December 06, 2023 08:00 - 30 minutes - 20.8 MBToday 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 ...
EP222 | Redefining Engagement: The Web 3.0 Approach to Customer Success with Dror Avieli
November 29, 2023 12:00 - 37 minutes - 25.7 MBToday 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 embrac...
E222 | Redefining Engagement: The Web 3.0 Approach to Customer Success with Dror Avieli
November 29, 2023 12:00 - 39 minutes - 27 MBToday 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 embrac...
E221 | Product + Success: The Winning Duo for Customer Success with Tatyana Mamut
November 22, 2023 11:00 - 45 minutes - 31 MBToday 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...
E220 | Unpacking User Retention Tactics at Tinder, TripAdvisor, and Facebook with Ravi Mehta
November 15, 2023 10:00 - 41 minutes - 28.5 MBToday 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 comprehensi...
E219 | Wolf-Mode Activated: Planhat's CCO Unveils Their Secret to Driving Exceptional Customer Outcomes
November 08, 2023 08:00 - 42 minutes - 28.9 MBToday 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 succes...
E218 - Flatfile's Strategic Shift from PLG to Sales-Led and Back with VP of Customer Success Becca Weiss
November 01, 2023 10:00 - 38 minutes - 26.2 MBToday 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 custom...
E217 | Maximizing Shots on Goal: The Key to Growth and Retention with AngelList's Matt Bilotti
October 25, 2023 09:00 - 38 minutes - 26.5 MBToday 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 redu...
E216 | Leveraging the Jobs to be Done Framework for Customer Success with HubSpot's Daphne Costa Lopes
October 18, 2023 07:00 - 36 minutes - 25.1 MBToday 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 succes...
E215 | Redefining Customer Success Without Direct Engagement with Vitally's CEO, Jamie Davidson
October 11, 2023 15:00 - 41 minutes - 28.6 MBToday on the show, we have Jamie Davidson, CEO and co-founder of Vitally. In this episode, Jamie shares his expertise in Customer Success and the impact of his technical background on his role. We then discussed the evolving landscape of customer engagement and the need for customer success teams to redefine their strategies in the absence of direct communication with customers. Jamie emphasizes the importance of internal workflows, customer education, and onboarding in driving customer ...
E214 | Measurable Advocacy Strategies: Elevating Customer Success Manager Performance with Jonathan Riftin of Optimove
October 04, 2023 09:00 - 30 minutes - 21.1 MBToday on the show we have Jonathan Riftin, the Director of Customer Success at Optimove. In this episode, Jonathan shares his experience in implementing strategies to drive customer success manager (CSM) behavior towards advocacy and upsells. He discusses the importance of setting compensation goals, streamlining processes, leveraging data, and empowering CSMs. Tune in to discover how to elevate CSM performance and drive customer advocacy in your organization. Mentioned Resources: Op...
E213 | Unlocking the Secrets of Acquiring Your Ideal Customers with Appcue's Meg Gowell
September 27, 2023 11:00 - 39 minutes - 27.3 MBToday on the show we have Meg Gowell, the Director of Growth Marketing at Appcues. In this episode, Meg shares her experience in understanding and acquiring the ideal customer profile. She discusses the importance of knowing what "good" looks like in your customer base and using conversion data to optimize ad campaigns. Meg also talks about the process of defining the ideal customer profile and leveraging organic content to drive paid strategy. Furthermore, she explains how Appcues use...
E212 | Community-Driven Innovation: How Ivy's 15,000+ community members are Reshaping the AI Landscape with CEO, Dan Lenton
September 20, 2023 08:00 - 38 minutes - 26.5 MBToday on the show we have Dan Lenton, the CEO and founder of Ivy, bringing all the best in class AI frameworks, infrastructure, and hardware directly to you in one line of code. In this episode, Dan shares his experience in building a strong community around Ivy. With over 12,500 GitHub stars, 1.2K open-source contributors, and 15,000 members in their Discord community, Ivy has quickly gained traction and become a go-to resource for AI developers. Dan discusses the value of open-sourcing I...
E211 | How Strategic Partnerships Drive Customer Retention with Ashby's VP of Customer Success, Kelsey Peterson
September 13, 2023 08:00 - 44 minutes - 30.5 MBToday on the show we have Kelsey Peterson, VP of Customer Success at Ashby, an all-in-one recruiting platform. In this episode, Kelsey shares her experience in strategic partnerships and how they drive customer retention. We discuss the importance of identifying the right partners, aligning goals, and creating value for customers. Kelsey also talks about the challenges of managing partnerships at scale and the role of different teams in the process. If you're interested in learning h...
From Smallpdf to 50 Million Users: The Power of Micro Tools and Retention with Leah Tharin
September 06, 2023 12:00 - 42 minutes - 29 MBToday on the show we have Leah Tharin, a growth advisor and former head of product and growth at Jua. In this episode, Leah shares her experience in product-led growth, specifically focusing on her time at Smallpdf where they adopted a micro-tools approach to optimize their acquisition and retention strategies. Leah discusses the importance of understanding different customer segments and their specific needs, as well as the role of data in driving decision-making. She also explores the ch...
E211 | From Smallpdf to 50 Million Users: The Power of Micro Tools and Retention with Leah Tharin
September 06, 2023 12:00 - 42 minutes - 29 MBToday on the show we have Leah Tharin, a growth advisor and former head of product and growth at Jua. In this episode, Leah shares her experience in product-led growth, specifically focusing on her time at Smallpdf where they adopted a micro-tools approach to optimize their acquisition and retention strategies. Leah discusses the importance of understanding different customer segments and their specific needs, as well as the role of data in driving decision-making. She also explores the ch...
E210 | Data, Decisions, and Dollars: How Customer Success Operations Boosts Your Bottom Line with Luis Barbosa, Customer Experience Leader at Teya
August 30, 2023 07:00 - 31 minutes - 21.4 MBToday on the show we have Luis Barbosa, the Customer Experience Leader at Teya. In this episode, Luis shares his experience in the Navy and how it shaped his approach to customer success. We then discussed the role of customer success operations and its importance in improving processes and enhancing customer relationships. Lastly, we wrapped up by talking about the challenges of transitioning accounts between customer success managers and the need for proper documentation. As usual, I...
E209: Cracking the Funnel: How to Iterate Your Way to Product Market Fit with Arcade's CEO Caroline Clark
August 23, 2023 07:00 - 38 minutes - 26.7 MBToday on the show we have Caroline, the Co-Founder and CEO of Arcade, a platform that enables anyone to build powerful interactive experiences. In this episode, Caroline shares her experience in venture capital and why she decided to start her own company. She discusses the challenges of building a product-led growth company and the importance of constantly experimenting and iterating. Caroline also talks about the value of understanding customer behavior and how it can impact churn and ...
E208: Retention Starts from Day One: Strategies for Success through Personalization and Experimentation with Fireflies CEO Krish Ramineni
August 16, 2023 07:00 - 37 minutes - 25.6 MBToday on the show we have Krish Ramineni, Co-Founder and CEO of Fireflies.ai. Krish shared some amazing insights on topics like transitioning from product management at Microsoft to CEO of a startup, the challenges and advantages of working in a small organization, and the importance of synthesizing qualitative and quantitative insights. We also delved into the impact of ChatGPT and generative AI on the market, the strategies Fireflies has used to stay ahead of the competition, and the fut...
EP 207 | Ziv Peled (AppsFlyer) The Customer Success Flywheel: How to Drive Growth and Retention in Challenging Times
August 08, 2023 16:00 - 27 minutes - 19 MBToday on the show we have Ziv Peled, the Chief Customer Officer of AppsFlyer. Ziv recounts his whirlwind journey of meeting with over 20 customers in a span of three weeks. We delve deep into the significance of face-to-face interactions with customers, especially when times are tough, and explore how customer success teams can go above and beyond just delivering a product. Ziv offers a unique perspective on the repercussions of the financial crisis on marketing divisions and spills the b...
EP 206 | Kaz Ohta (Treasure Data) - Cracking the code of enterprise Customer Success with data
August 02, 2023 07:00 - 37 minutes - 25.7 MBToday on the show we have Kaz Ohta, CEO & Co-founder of Treasure Data. In this episode, Kaz shares how Treasure Data focuses on the enterprise space and the unique challenges they face in managing customer data. He then discusses the importance of ROI in the customer success process and how Treasure Data helps their customers achieve it. Kaz also emphasizes the need for strong customer champions within organizations and how they work to build relationships with customers at multiple level...
EP 205 - Abbas Haider Ali (Github) Building a Scalable Customer Success Program
July 26, 2023 07:00 - 36 minutes - 25.3 MBToday on the show, we have Abbas Haider Ali, VP of Customer Success at GitHub. Before joining GitHub, Abbas held the position of Vice President of Customer Success at Twilio and Segment. Additionally, he is as an investor and advisor for various companies including Slack, Hasura, Adept, and numerous others. He also serves as a general partner for the GTM Operators Network. In this episode, Abbas shares his insights on how to build a scalable and data-driven customer success program. Abbas ...
EP 204 - Dan Burkhart (Recurly) The Art and Science of Retention Driving Strategies
July 19, 2023 07:00 - 45 minutes - 31.1 MBToday on the show, we have Dan Burkhart, CEO and co-founder of Recurly, a subscription billing management service. In this episode, we discussed the importance of language-specific content for global companies, the inspiration behind Recurly, and the shift towards focusing on retention and churn in the subscription economy. We dove into various strategies that companies can use to improve their customer retention, including understanding customer behavior and preferences, offering the op...
EP 203 - Evgenia Mkrtychian (LoyaltyPlant) Where Customer Success and Marketing Strategies Meet
July 12, 2023 07:00 - 34 minutes - 23.4 MBToday on the show, we have Evgenia Mkrtychian, Head of Customer Success and Corporate Communication Strategy at Loyalty Plant. In this episode, Evgenia shares Loyalty Plant's journey and we explore how they are managing their rapid growth. Evgenia shares insights into the significance of customer success and marketing strategies within their mobile marketing and e-commerce platform for quick-service restaurants. Evgenia then talks about the importance of a streamlined onboarding proces...
EP 202 - John Gleeson (Success Venture Partners) - How Customer Success Drives Startup Success
July 05, 2023 08:00 - 31 minutes - 22 MBToday on the show we have John Gleeson, founder of Success Venture Partners. In this episode, John shares his journey from being a VP of Customer Success to embracing a role as a dedicated investor. John reveals how his fund aids startups at various phases, serving as a valuable resource for early-stage founders. By offering customer success insights and assistance with recruitment, Success Venture Partners nurtures the growth of these startups. We then dove into how John evaluates the ...
EP 201 - Tom Carnewal (Customer Cross Company) Improving Customer Experience with Friction Hunting
June 28, 2023 07:00 - 34 minutes - 23.6 MBToday on the show, we have Tom Carnewal, founder of Customer Cross Company. In this episode, Tom discusses his role as a Director of Digital Transformation and introduces Carnewal Consult's new brand, the Customer Cross Company. He outlines how they help mid-sized companies with recurring revenue models to set up or evolve their customer success teams. Tom presents key findings of their research, which highlights the importance of tracking usage data and the ineffectiveness of CSAT as a ...
EP 200 - Enzo Avigo (June) Iterating Towards Product Market Fit: Challenges and Methodologies
June 21, 2023 07:00 - 36 minutes - 24.8 MBToday on the show we have Enzo Avigo, CEO and Founder of June. In this episode, we discussed Enzo's journey in entrepreneurship, from his initial startup experiences to his tenure at Zalando and Intercom, exploring valuable insights he gleaned from both companies. Enzo shared how his time at Zalando helped him refine his skills in influencing people, and how Intercom imparted the importance of first principles and the 'job to be done' framework in product development. We then dove into the...
EP 199 - John Chen (Fika Ventures) Understanding your Ideal Customer Profile for Net Retention and Reducing Churn
June 14, 2023 07:00 - 36 minutes - 25 MBToday on the show we have John Chen, partner at Fika Ventures. In this episode, we discussed the operations of Fika Ventures, a pre-Series A fund focused on B2B software, FinTech, and marketplaces. John emphasized the importance of building close relationships with founders and shares his views on the crucial role of culture and alignment in building a successful company. We also examined the common misconception that the Product Led Growth (PLG) approach applies to all products, which ofte...
EP 199 - John Chen (Fika Ventures) Starting with Zero — Lessons in Finding Product Market Fit
June 14, 2023 07:00 - 33 minutes - 22.8 MBToday on the show we have John Chen, partner at Fika Ventures. In this episode, we discussed the operations of Fika Ventures, a pre-Series A fund focused on B2B software, FinTech, and marketplaces. John emphasized the importance of building close relationships with founders and shares his views on the crucial role of culture and alignment in building a successful company. We also examined the common misconception that the Product Led Growth (PLG) approach applies to all products, which ofte...
EP 198 - Vanessa Neurohr (Muck Rack) Growing Customer Success and strategies for getting buy-in
June 07, 2023 07:00 - 38 minutes - 26.7 MBToday on the show, we have Vanessa Neurohr, VP of Customer Success at Muck Rack. In this episode, we discussed Vanessa's unique perspective on how comedy shows can help improve public speaking skills, and why understanding the product intimately is crucial for success. Vanessa delves into her journey with Muck Rack, offering insights on company growth and how clear lines of ownership enhance each stage of the customer journey. We then dove into Vanessa's approach to building the customer s...
EP 197 - Vic Davis (Inflection) Unlocking the Potential of Product-Led Growth
May 31, 2023 07:00 - 32 minutes - 22 MBToday on the show we have Vic Davis, SVP Customer Experience at Inflection.io. In this episode, we discussed Vic's drive to ensure customers are at the heart of every business decision and the innovative capabilities of small businesses that can still make a significant impact at scale. We also touched on how Inflection.io leverages product activity data to create a uniquely engaging customer experience, breaking away from traditional marketing automation models. We then dove into the conc...