EP10 | Julie Hogan (Drift) - Drift's focus on their customer's success and it's churn crushing effects

CHURN FM

English - May 22, 2019 16:00 - 46 minutes - 32 MB - ★★★★★ - 32 ratings
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Previous Episode: EP9 | Steli Efti (Close) - How to build a sustainable sales model that drives long term retention

Next Episode: EP11 | Mike Fiorillo - How Invision accidentally increased retention by focusing on virality

In today's episode of churn.fm, we have Julie Hogan, VP of the Customer team at Drift - a conversational marketing platform.

We chatted about Julie’s early days at both HubSpot and Drift and the challenges that come with building category-defining businesses. The impact that the stage of your business has on churn and retention, and the importance of focusing on your early adopters to convert them into lifelong customer evangelists.

We also discussed the 3 sins of customer success, how drawing inspiration from businesses outside your industry can improve your processes, and the importance of focusing on leading indicators as opposed to the final score.

Surprise, surprise this was a great conversation, enjoy the episode!

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