CHURN FM
283 episodes - English - Latest episode: 6 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
EP 197 - Vic Davis (Inflection) Unlocking the Potential of Product-Led Growth
May 31, 2023 07:00 - 32 minutes - 22.4 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...
EP 196 - Chris Dishman (Totango) Prioritising Customer Success During Challenging Times
May 24, 2023 07:00 - 36 minutes - 25.3 MBToday on the show we have Chris Dishman, Sr. VP of Customer Success at Totango. In this episode, we discussed Chris's unique transition from being a customer of Totango to becoming a crucial part of its team. We explored how his past experiences as a customer offered invaluable insights to shape the company's approach to customer success. We then dove into an overview of Totango and its innovative customer success platform. Chris shed light on the concept of composable customer success and...
EP 195 - Alison Prator (Float) The evolution of Customer Experience at Hyper-growth Startups
May 03, 2023 07:00 - 31 minutes - 21.6 MBToday on the show we have Alison Prator, Director of Customer Success at Float. In this episode, Alison shared her experience transitioning from leading a sales team to leading a whole department across sales, account management, and support. She walked us through the natural evolution these teams make as they grow into areas of specialization. We then discussed how feedback loops between customer success and product teams are challenging to close, and ultimately solving the problem is a...
EP 194 - Tony Sternberg (ProsperStack) Automating Tailored Customer Experiences to Reduce Churn
April 26, 2023 07:00 - 27 minutes - 18.6 MBToday on the show we have Tony Sternberg, co-founder and CEO of Prosper Stack. In this episode, Tony shared the challenges of selling a business and the importance of churn and retention in the review process, and the final valuation they got. We then discussed how you can use tailored user experiences to reduce voluntary churn and leverage your company's data more effectively. As usual, I'm excited to hear what you think of this episode and if you have any feedback, I would love to he...
EP 193 | Maria Blakeway (Pushway) - How to evolve your Customer Success approach from reactive to predictive
April 20, 2023 07:00 - 29 minutes - 20.2 MBToday on the show we have Maria Blakeway, Senior Vice President of Customer Success at Pushpay. In this episode, we discussed the reactive nature of customer success teams in hyper-growth startups and how Pushpay evolved its customer success approach from reactive to predictive. We also discussed the importance of a cultural shift and mindset change within the organization, grounding the customer success team on a mission and vision for success that is shared widely with the entire team....
EP 192 | Nik Mijic (Matik) - How to effectively communicate your value to increase retention
April 12, 2023 07:00 - 27 minutes - 18.9 MBToday on the show we have Nik Mijic, Co-founder and CEO of Matik. In this episode, we discussed the importance of effectively communicating the value you deliver to customers and how to build an ROI calculator. We also ran through an example of setting up a monthly review with your customers, the data sources to include, and how to set it all up. As usual, I'm excited you think of this episode and if you have any feedback, I would love to hear from you. Churn FM is brought to you by V...
EP192 | Nik Mijic (Matik) - How to effectively communicate your value to increase retention
April 12, 2023 07:00 - 25 minutes - 17.3 MBToday on the show we have Nik Mijic, Co-founder and CEO of Matik. In this episode, we discussed the importance of effectively communicating the value you deliver to customers and how to build an ROI calculator. We also ran through an example of setting up a monthly review with your customers, the data sources to include, and how to set it all up. As usual, I'm excited you think of this episode and if you have any feedback, I would love to hear from you.
EP 191 | Eric Melchor (Optimonk) - How to create personalized user experiences for better engagement and retention
April 05, 2023 07:00 - 28 minutes - 19.5 MBToday on the show we have Eric Melchor, head of Partnerships and Personalization Ambassador at OptiMonk. In this episode, we discuss the increasing demand for personalized end-user experiences and best practices observed in the market by Eric. We then dove into why focusing on pre-purchase experiences and insights is far more valuable for improving retention than focusing on churned customers. As usual, I'm excited to hear what you think of this episode and if you have any feedback, I ...
EP 190 | Robin Singhvi (SmartCue) - How Smartcue leverages customer champions to define their product roadmap and increase retention
March 16, 2023 14:00 - 33 minutes - 23.4 MBToday on the show we have Robin Singhvi, founder, and CEO of SmartCue, a platform that allows sales teams to create personalized product demos. In this episode, Robin shares his experience in building a startup and the challenges he has faced along the way. Robin emphasizes the importance of having champions inside organizations to help navigate and validate the product roadmap. These champions provide valuable feedback and insights that help improve the product and increase usage, word o...
EP 189 | Foti Panagiotakopoulos (Growth Mentor) - Doing Things That Don't Scale: How to Combat Customer Churn
February 08, 2023 09:00 - 33 minutes - 23.3 MBToday on the show we have Foti Panagiotakopoulos, co-founder and CEO at Growth Mentor. In this episode, we talked about the origin story of Growth Mentor and his struggle trying to learn without a mentor which ultimately led to the idea of Growth Mentor. We also discussed how their biggest channel for growth is their mentors themselves, the high-touch human model they use, and the importance of doing things that don’t scale. We wrapped up by discussing the challenge of sorting through dat...
EP 189 | Foti Panagiotakopoulos (Growth Mentor) - Doing Things That Don't Scale: How to Combat Customer Churn with
February 08, 2023 09:00 - 31 minutes - 21.7 MBToday on the show we have Foti Panagiotakopoulos, co-founder and CEO at Growth Mentor. In this episode, we talked about the origin story of Growth Mentor and his struggle trying to learn without a mentor which ultimately led to the idea of Growth Mentor. We also discussed how their biggest channel for growth is their mentors themselves, the high-touch human model they use, and the importance of doing things that don’t scale. We wrapped up by discussing the challenge of sorting through dat...
EP 188 | Eleanor Dorfman (Retool) - Tackling churn in a downturn
December 07, 2022 13:00 - 34 minutes - 23.4 MBToday on the show we have Eleanor Dorfman, Sales Leader at Retool. In this episode, Eleanor shares her experience in balancing priorities in her roles sitting at the intersection of sales and success. We then ran through how Segment and Retool approach tackling churn in a downturn along with the 5 questions sales and success teams should always be able to answer about their customers at any point in their lifecycle and we wrapped up by discussing how adding friction to onboarding can be a ...
EP 187 | Steve Hazelton (Sturdy) - Predicting vs preventing churn
November 23, 2022 21:00 - 51 minutes - 35.4 MBToday on the show we have Steve Hazelton, Founder and CEO of Sturdy. In this episode, Steve shares his experience with the varying levels of acceptable churn as your company grows and how to decrease it over time. We then discussed how pricing can be leveraged to increase retention and how you can reduce onboarding fall-off rates in enterprise deals by charging your customers upfront and we wrapped up by discussing the pros and cons of predicting vs preventing churn. As usual, I'm excited...
EP 186 | Hubert Palan - How Productboard prioritizes their backlog and defines a retention-driving product strategy
November 03, 2022 08:00 - 42 minutes - 28.9 MBToday on the show we have Hubert Palan, Founder, and CEO of Productboard. In this episode, Hubert shares his experience as an early hire at GoodData through their rapid expansion and how it ultimately led him to discover the pain that Productboard now solves. We then ran through how Productboard prioritizes their product backlog and defines their product strategy. Why understanding your ideal customer profile is critical in building a retention-driving product, and we wrapped up by discuss...
EP 185 | John Collins - How Intercom leveraged content to drive adoption and increase retention
October 14, 2022 05:00 - 41 minutes - 28.5 MBToday on the show we have John Collins, former Content Director at Intercom, startup consultant, and advisor. In this episode, John shares an overview of the early days at Intercom and how they laid down the foundations for their content team with the primary focus on delivering value. We then ran through Intercom’s content team structure. How they used events and content to drive adoption and expansion within their user base and we discussed how the same principles were applied to a diffe...
EP 185 | John Collins - How Intercom leveraged content to drive adoption and increase retention
October 14, 2022 05:00 - 43 minutes - 30.1 MBToday on the show we have John Collins, former Content Director at Intercom, startup consultant, and advisor. In this episode, John shares an overview of the early days at Intercom and how they laid down the foundations for their content team with the primary focus on delivering value. We then ran through Intercom’s content team structure. How they used events and content to drive adoption and expansion within their user base and we discussed how the same principles were applied to a diffe...
EP 184 | Valentin Radu - How Omniconvert avoided death and pivoted into a blue ocean
October 05, 2022 21:00 - 39 minutes - 27.4 MBToday on the show we have Valentin Radu, Founder and CEO of Omniconvert. In this episode, Valentin shares an overview of Omniconvert pre and post-pivot along with the moment they realized they needed to change directions. We then ran through the power of the competitive muscle that competitors with deeper pockets and stronger retention can impose forcing you out of acquisition channels and we wrapped up by discussing the research methodology Valentin used to evaluate the opportunity and se...
EP 184 | Valentin Radu - How Omniconvert avoided death and pivoted into a blue ocean
October 05, 2022 21:00 - 37 minutes - 25.8 MBToday on the show we have Valentin Radu, Founder and CEO of Omniconvert. In this episode, Valentin shares an overview of Omniconvert pre and post-pivot along with the moment they realized they needed to change directions. We then ran through the power of the competitive muscle that competitors with deeper pockets and stronger retention can impose forcing you out of acquisition channels and we wrapped up by discussing the research methodology Valentin used to evaluate the opportunity and se...
EP 183 | Geoffrey Moore - How your churn and retention is impacted by your stage of growth
September 28, 2022 20:00 - 42 minutes - 29.3 MBToday on the show we have Geoffrey Moore, the best-selling author, investor, and advisor. In this episode, Geoffrey shares the biggest takeaway from working with Regis Mckenna in the late 80s. We then ran through an overview of the ‘crossing the chasm’ framework and how it was developed during a time of great innovation. We then dove into how the different stage of growth can impact churn and retention and we wrapped up by discussing the importance of focusing on power metrics over perform...
EP 182 | Daniel McCarthy - How investment firms use customer behavior predictions to set valuations on the companies they acquire
September 21, 2022 20:00 - 34 minutes - 23.6 MBToday on the show we have Daniel McCarthy, Director & Co-founder of Theta. In this episode, Daniel shares how he founded two companies all while doing his master’s degree and teaching at a university. We then discussed the key metrics companies should start tracking to build their evaluation scorecard And how investors use it to set a company’s valuation and we wrapped up by discussing the relationship between customer acquisition costs and organic acquisition and it’s impact on valuation...
EP 182 | Daniel McCarthy - How investment firms use customer behavior predictions to set valuations on the companies they acquire
September 21, 2022 20:00 - 36 minutes - 25.2 MBToday on the show we have Daniel McCarthy, Director & Co-founder of Theta. In this episode, Daniel shares how he founded two companies all while doing his master’s degree and teaching at a university. We then discussed the key metrics companies should start tracking to build their evaluation scorecard And how investors use it to set a company’s valuation and we wrapped up by discussing the relationship between customer acquisition costs and organic acquisition and it’s impact on valuation...
EP 181 | Dominic Constandi (ZoomInfo) - The value of a first impression
September 15, 2022 07:00 - 38 minutes - 26.5 MBToday on the show we have Dominic Constandi, Chief Customer Officer of ZoomInfo. In this episode, Dominic shares his favourite country he has visited and how the experience has influenced his work in customer success. We then discussed what separates Disney from all other theme parks and we wrapped up by discussing how ZoomInfo unifies the customer experience across the various touch points and stops their customers from feeling like they are going through a generic process. As usual, I'm...
EP 180 | Darius Contractor - Activation lessons learned from Airtable, Facebook, and Dropbox
September 02, 2022 06:00 - 38 minutes - 26.2 MBToday on the show we have Darius Contractor, Angel Investor & Advisor. In this episode, Darius shares how he evaluates and selects companies to work at and invest in with his incredible track record at companies like Airtable, Dropbox, and Facebook. We then discussed the psych framework he developed to help evaluate websites and onboarding experience. Why adding friction to onboarding can be a good thing in B2B SaaS and we wrapped up by discussing activation lessons that Darius has learned...
EP 179 | Rupesh Rao (CogniSaaS) - Focusing your customer onboarding on customer outcomes and how it impacts retention.
August 24, 2022 05:00 - 29 minutes - 20.6 MBToday on the show we have Rupesh Rao, Founder, and CEO of CogniSaaS. In this episode, Rupesh shares how he managed his career to optimize learnings before taking the leap over to entrepreneurship. We then discussed how you can switch your customer onboarding focus from a task-based to an outcomes-based approach and the impact it has on retention and we wrapped up by discussing how to manage priorities between departments and remove communication silos while onboarding new customers. As us...
EP 178 | Fio Dossetto (Postmark) - Using product-led content marketing to fuel customer retention
August 17, 2022 10:00 - 42 minutes - 28.9 MBToday on the show we have Fio Dossetto, Editorial Lead at Postmark and Founder of Content Folks. In this episode, Fio shares the origin story behind her team's comic “Dun Dun Dunning” and the learnings and best practices she came across while producing the comic. We then discussed the early content mistakes at Hotjar and how the team made a major turnaround with product-led content and we wrapped up by discussing how to repurpose content generated for acquisition to drive retention. As us...
EP 177 | Matt Young (UserVoice) - How to collect retention driving feedback
August 10, 2022 07:00 - 44 minutes - 30.8 MBToday on the show we have Matt Young, CEO of UserVoice In this episode, Matt shares how he has navigated the shift from CTO to CEO with his biggest learning along the way. We then discussed how UserVoice uses its product to collect user feedback, why user interviews are the most impactful form of customer feedback, and how you can maximize the time invested while doing them and we wrapped up by discussing how to avoid confirmation bias while conducting your research. As usual, I'm excited...
EP 176 | Dileepan Siva (Upscribe) - How to fuel e-commerce growth with retention
August 03, 2022 16:00 - 35 minutes - 24.3 MBToday on the show we have Dileepan Siva, CEO and Founder of Upscribe. In this episode, Dileepan shares how Upscribe helps direct-to-consumer e-commerce brands build recurring revenue, reduce churn, and increase acquisition. We then discussed why the most significant drop-off happens within the first 90 days for B2B & B2C subscription businesses and we wrapped up by discussing the consumption challenges of building a subscription e-commerce business As usual, I'm excited to hear what you t...
EP 175 | Paul Harwood (Useristics) - Understanding the differences between Behavioral vs Attitudinal reasons for churn.
July 27, 2022 09:00 - 42 minutes - 29.3 MBToday on the show we have Paul Harwood, a Co-founder of Useristics In this episode, Paul shares why dealing with churn in different markets can vary wildly whilst the blended metric may look the same across them. We then discussed how to define user segments for your research and we wrapped up by talking through the differences between behaviour vs attitudinal reasons for churn. As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hea...
EP 174 | Luka Kankaras (Usersnap) - The systematic approach Usersnap took to increase customer retention
July 20, 2022 06:00 - 44 minutes - 30.7 MBToday on the show we have Luka Kankaras, a Product Specialist at Usersnap In this episode, Luka shares an overview of the framework Usersnap used to increase retention. How they collected feedback to diagnose their challenges and prioritized what to tackle first. We then discussed how Usersnap reduced churn by expanding the use cases of their product and we wrapped up by discussing how the team used OKRs to align and focus their attention on churn. As usual, I'm excited to hear what you t...
EP 173 | Jamie Shanks (Pipeline Signals) - Monitoring and growing customer champions to crush churn and drive acquisition
July 06, 2022 13:00 - 30 minutes - 21.2 MBToday on the show we have Jamie Shanks, CEO and Founder of Pipeline Signals. In this episode, Jamie shares how his experience building Sales for life rolled into Pipeline Signals. We then discussed why social monitoring your accounts is critical in reducing churn and we wrapped up by discussing some key metrics identified through growing Pipeline Signals and why 3% of your CRM contacts become obsolete each month. As usual, I'm excited to hear what you think of this episode, and if you hav...
EP 172 | Greg Daines (Total Customer Strategy) - Customer Satisfaction has no correlation with Customer Retention
June 29, 2022 20:00 - 45 minutes - 31 MBToday on the show we have Greg Daines, CEO and Founder of Total Customer Strategy In this episode, Greg shares lessons learned consulting hundreds of companies on churn and retention and why so many companies focus on asking the wrong questions when getting started. We then discussed why customer satisfaction has no correlation with retention and why you need to focus on customer results instead and we wrapped up by discussing why it all comes back to alignment if you want to see meaningfu...
EP 171 | Baxter Lanius (Alternative) - How alternative financing options can be used to drive growth and reduce churn.
June 22, 2022 06:00 - 34 minutes - 24 MBToday on the show we have Baxter Lanius, CEO and Founder of Alternative. In this episode, Baxter shares his biggest lesson moving from an investor to an entrepreneur and the struggles he has overcome in the process. We then discussed the similarities between lead scoring and churn prediction with underwriting for approvals on loan applications and we finished off discussing how alternative financing options can be used to drive growth and reduce churn for your business. As usual, I'm exci...
EP 170 | Trey Hoffman (Fleetio) - How to set up a monthly churn insights meeting and how it helps drive retention
June 15, 2022 05:00 - 40 minutes - 27.7 MBToday on the show we have Trey Hoffman, VP of Customer Experience at Fleetio. In this episode, Trey shares insights into their monthly churn insights meeting, and the key KPIs shared during this meeting. We then discussed why SMB-focused Customer Success reps are called SMB Analysts, and how Fleetio’s Customer Success service differs between their customer segments. 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....
EP 169 | Farzad Rashidi (Respona) - How Visme went from 0 to 3million in organic traffic, and how they productized the process.
June 08, 2022 13:00 - 40 minutes - 27.5 MBToday on the show we have Farzad Rashidi, Lead Innovator at Respona. In this episode, Farzad shares how Visme went from 0 to 3million in organic traffic, and how they took that strategy and turned it into a new product. We then discussed why organic and paid search traffic impact retention differently, and how customers that are actively searching to solve a problem have significantly higher retention. As usual, I'm excited to hear what you think of this episode, and if you have any fee...
EP 169 | Farzad Rashidi (Respona) - How Visme went from 0 to 3million in organic traffic, and how they productized the process.
June 08, 2022 13:00 - 42 minutes - 29.1 MBToday on the show we have Farzad Rashidi, Lead Innovator at Respona. In this episode, Farzad shares how Visme went from 0 to 3million in organic traffic, and how they took that strategy and turned it into a new product. We then discussed why organic and paid search traffic impact retention differently, and how customers that are actively searching to solve a problem have significantly higher retention. As usual, I'm excited to hear what you think of this episode, and if you have any fee...
EP 168 | Ziv Peled (AppsFlyer) - How a Customer Success org of 240 strong delivers an impactful and consistent experience for their customers
June 01, 2022 13:00 - 47 minutes - 32.4 MBToday on the show we have Ziv Peled, Chief Customer Officer of AppsFlyer. In this episode, Ziv shared his experience trying to gain balance between in-office and remote work post-covid for his team and the functions of their Customer Success Operations team that makes it all happen that supports over 240 CS team members across the world. We then discussed the sophisticated custom data and analytics setup AppsFlyer have between Salesforce and Looker for the Customer Success team and we fini...
EP 168 | Ziv Peled (AppsFlyer) - How a Customer Success org of 240 strong delivers an impactful and consistent experience for their customers
June 01, 2022 13:00 - 49 minutes - 34 MBToday on the show we have Ziv Peled, Chief Customer Officer of AppsFlyer. In this episode, Ziv shared his experience trying to gain balance between in-office and remote work post-covid for his team and the functions of their Customer Success Operations team that makes it all happen that supports over 240 CS team members across the world. We then discussed the sophisticated custom data and analytics setup AppsFlyer have between Salesforce and Looker for the Customer Success team and we fini...
EP 167 | Firaas Rashid (Hook) - Understanding the buyers and sellers side in an enterprise software deal
May 25, 2022 06:00 - 31 minutes - 21.4 MBToday on the show we have Firaas Rashid, CEO, and co-founder of hook. In this episode, Firaas shared his experience both from a buyer and seller's side regarding enterprise software. We then discussed how companies could best implement new software to gain ROI immediately, why you should stop selling features and start selling transformations, and how you can use user acquisition tactics post-acquisition to impact retention. As usual, I'm excited to hear what you think of this episode, ...
EP 167 | Firaas Rashid (Hook) - Understanding the buyers and sellers side in an enterprise software deal
May 25, 2022 06:00 - 33 minutes - 23 MBToday on the show we have Firaas Rashid, CEO, and co-founder of hook. In this episode, Firaas shared his experience both from a buyer and seller's side regarding enterprise software. We then discussed how companies could best implement new software to gain ROI immediately, why you should stop selling features and start selling transformations, and how you can use user acquisition tactics post-acquisition to impact retention. As usual, I'm excited to hear what you think of this episode, ...
EP 166 | Claudiu Murariu (InnerTrends) - Setting up your data stack for impactful retention analysis.
May 18, 2022 05:00 - 42 minutes - 28.9 MBToday on the show we have Claudiu Murariu, CEO, and co-founder of InnerTrends. In this episode, Claudiu shared best practices on how to get started setting up data analytics tracking, metrics and properties to consider, and why a tracking plan is essential. We then discussed how to identify and select your onboarding and activation metrics for companies at different stages in their growth cycle and we finished off by discussing how to effectively analyze churn and retention with your data....
EP 166 | Claudiu Murariu (InnerTrends) - Setting up your data stack for impactful retention analysis.
May 18, 2022 05:00 - 39 minutes - 27.3 MBToday on the show we have Claudiu Murariu, CEO, and co-founder of InnerTrends. In this episode, Claudiu shared best practices on how to get started setting up data analytics tracking, metrics and properties to consider, and why a tracking plan is essential. We then discussed how to identify and select your onboarding and activation metrics for companies at different stages in their growth cycle and we finished off by discussing how to effectively analyze churn and retention with your data....
EP 166 | Lowell Ricklefs (Traction Advising) - New business VS retention: Which metric influences a company’s acquisition.
May 11, 2022 07:00 - 40 minutes - 28 MBToday on the show we have Lowell Ricklefs, CEO, and co-founder of Traction Advising. In this episode, Lowell shared his experience from a buyer’s perspective of SaaS businesses, the reasons to acquire vs buy, and how they evaluate potential acquisition targets. We then approached acquisitions from the seller side and talked about when the right time is for Founders to start to think about an acquisition, the steps they should take before they begin the process, and the key metrics that inf...
EP 165 | Lowell Ricklefs (Traction Advising) - New business VS retention: Which metric influences a company’s acquisition.
May 11, 2022 07:00 - 40 minutes - 28 MBToday on the show we have Lowell Ricklefs, CEO, and co-founder of Traction Advising. In this episode, Lowell shared his experience from a buyer’s perspective of SaaS businesses, the reasons to acquire vs buy, and how they evaluate potential acquisition targets. We then approached acquisitions from the seller side and talked about when the right time is for Founders to start to think about an acquisition, the steps they should take before they begin the process, and the key metrics that inf...
EP 165 | Lowell Ricklefs (Traction Advising) - New business VS retention: Which metric influences a company’s acquisition.
May 11, 2022 07:00 - 43 minutes - 29.6 MBToday on the show we have Lowell Ricklefs, CEO, and co-founder of Traction Advising. In this episode, Lowell shared his experience from a buyer’s perspective of SaaS businesses, the reasons to acquire vs buy, and how they evaluate potential acquisition targets. We then approached acquisitions from the seller side and talked about when the right time is for Founders to start to think about an acquisition, the steps they should take before they begin the process, and the key metrics that inf...
EP 164 | You Mon Tsang (ChurnZero) - The evolution of focus on net revenue retention
May 04, 2022 09:00 - 34 minutes - 23.8 MBToday on the show we have You Mon Tsang, CEO, and co-founder of ChurnZero. In this episode, You Mon shared his experience building and exiting 3 companies and the lessons he bought with him when starting ChurnZero. We also touched on his pragmatic approach to entrepreneurship and the naming of his company. We finished off with a discussion on net revenue retention and how the market's perception has changed of this metric over time. As usual, I'm excited to hear what you think of this epi...
EP 163 | Michael Winnick (Dscout) - Creating human relationship capital to reduce churn
April 27, 2022 07:00 - 55 minutes - 37.9 MBToday on the show we have Michael Winnick, founder, and CEO of Dscout. In this episode, Michael talked about how user research has changed over the years, and how data analytics and research teams should work together to get the maximum ROI. Michael then dove into how to fight your internal bias when it comes to user research, how Dscout drives growth by doubling down on creating a human relationship capital, and what they do to prevent champion departure churn. As usual, I'm excited to...
EP 162 | Romaric Philogéne (Qovery) - Building empathy by hiring your customers to run customer success.
April 20, 2022 08:00 - 41 minutes - 28.6 MBToday on the show we have Romaric Philogéne, Co-founder and CEO of Qovery. In this episode, Romaric shared why his previous start-up didn’t work out and how they pivoted into Qovery, we then talked about the challenges of being a customer-centric company, and their unique approach to building their customer success team by hiring their customer personas as Customer Success representatives. We then dove into why Qovery has minimal churn, and how they build trust with potential customers at...
EP 162 | Romaric Philogéne (Qovery) - Building empathy by hiring your customers to run customer success.
April 20, 2022 08:00 - 43 minutes - 30.2 MBToday on the show we have Romaric Philogéne, Co-founder and CEO of Qovery. In this episode, Romaric shared why his previous start-up didn’t work out and how they pivoted into Qovery, we then talked about the challenges of being a customer-centric company, and their unique approach to building their customer success team by hiring their customer personas as Customer Success representatives. We then dove into why Qovery has minimal churn, and how they build trust with potential customers at...
EP 161 | James Mayes (Mind The Product) - Transitioning to a subscription-based business.
April 13, 2022 07:00 - 35 minutes - 24.7 MBToday on the show we have James Mayes, CEO, and co-founder of Mind The Product. In this episode, James shared a couple of lessons from his first failed startup and why he decided to join a growing startup after. We then dove into how James and the team at Mind The Product pivoted the business to a subscription-based model during Covid, the research they conducted to identify what should be a part of the offering, and how they expanded the offering over time. We finished off with James sha...
EP 160 | Andrew Peterson and Spencer Dent (Clozd) - Qualitative churn analysis.
April 06, 2022 18:00 - 39 minutes - 27 MBToday on the show we have Andrew Peterson and Spencer Dent, Founders of Clozd. In this episode, they shared how they came up with the idea to build Clozd, and how they help their clients uncover the qualitative pieces of the puzzle they need to really understand all the nuances that went into their customer’s decision to churn. We then dove into why you should interview the decision-makers of companies that have churned, the benefits of recruiting a third party to conduct the interviews, a...