CHURN FM

Today on Churn.fm we have Nick Franklin, the CEO and Founder of ChartMogul In this episode, we talked about why Nick founded ChartMogul, the most important thing Nick learned about churn and retention, and why onboarding problem equals churn problem. We also talked about how companies use ChartMogul to track their churn and retention, unique ways Nick’s customers go about preventing churn, and the...

Today on Churn.fm we have Omid Razavi, Global Head of Product Success at ServiceNow. In this episode, we discussed the main difference between "customer success" and "product success", the 3 key aspects of the product success role, and how ServiceNow’s product success team handles and analyzes feedback to provide actionable insights for their product team. We also discussed the...

Today on Churn.fm we have Jenny Campbell, Vice President of Customer Experience at DiscoverOrg. In this episode, we discussed the functions of customer marketing inside a customer success team; three essential things that move the customer retention needle; and how to define your customer segments. We also talked about DiscoverOrg's systematic approach when it comes to customer onboarding, ho...

Today on Churn. FM we have Yu-Kai Chou, the author of Actionable Gamification and creator of the Octalysis framework. We talked about the 4 phases of a player’s journey in the gamification framework, and how it can help make your product stickier, and prevent churn. We also discussed examples of good gamification in SaaS, how much is too much, and how user onboarding can play a vital role in gamif...

Today on Churn.fm we have Vinay Bhagat, Founder and CEO of TrustRadius, and ex-founder and CEO of Convio. In this episode, we talk briefly about Vinay’s unique educational background, the biggest takeaway he got from being a student at three of the most prestigious universities in the world, and the moment he realized he was destined to become an entrepreneur.  Vinay also shared how he prevents ch...

Today on Churn.fm we have Guillaume Cabane, also known as “G”. G was the former VP of Growth at hyper-growth startups such as Drift and Segment, and now works as a growth advisor for a number of different startups.  In this episode we talk about forecasting churn, the most surprising factor G found that contributes to churn, and the simplest way to battle it. We also discuss tracking and measuring...

Today on Churn.fm we have Eleanor Dorfman, Head of Customer Expansion at Segment. We talked about Eleanor’s unique background and how she transitioned from a career in law to education and finally settled in the tech startup world. Eleanor also gave us insight into how Segment planned their current onboarding process, how adding friction to their onboarding lead to higher retention, and the most s...

Today on Churn.fm we have Michael Redbord, the General Manager of Service Hub at HubSpot. We talked about why you should proactively turn your customers into your best marketers, how customer success teams play an important role in doing it, and why you should keep talking to customers as you scale.  We also discussed why creating a mindset around churn and retention early on is important to an or...

Today on CHURN.FM we have Jinny Oh, Founder of Wandr Studio, a product strategy and UX design firm. We chatted about how Jinny built a multi-million dollar business as a digital nomad and her motivations to build a remote company. We also discussed how Wandr helps SaaS companies tackle churn through product strategy and UX design, how to test your ideal customer personas before building a product,...

Today on CHURN.FM we have John Gleeson, the Head of Customer Success for Upper SMB, Mid Market, and Enterprise of KeepTruckin We chatted about what it’s like building a customer success team in a fast-scaling startup and how they achieve a near-perfect customer retention rate. John also shared the tool stack his Customer Success team uses, why their customer success team is set up into two differe...

Today on CHURN.FM we have Wes Bush, Author of "Product-Led Growth" &  host of the ProductLedSummit.com . We chatted about what product-led growth is and why you should care. Why Wes started the Product-led Summit, and how you can get started with Product-led growth.  We also discussed the importance of striking a balance between educating and motivating your users during user onboard...

Today on CHURN.FM we have Tina Todorovic, co-founder of Social Web Suite, a social media management platform for WordPress sites. We chatted about why Social Web Suite built a product focused on WordPress and how they scratched their own itch in the process. We also discussed the authentic process that Tina took to collect user feedback during their beta period and the tools she used to do so. Tin...

Today on churn.fm we have Stephen Levin, currently working on special projects for the CEO of Zapier and the owner of Think Analytically. We chatted about why churn is not a metric that should be measured with one number, the difference between customer, user and revenue churn and when to use the three. We also discussed the mistakes startups make when measuring churn, how contract length impacts...

Today on CHURN.FM we have David Skok, a four-time founder, investor, and author of the blog For Entrepreneurs.  We chatted about how David evaluates startups to invest in, the definition of product market fit, and what he looks for after it. We also discussed the importance of churn and retention in the investment evaluation process, the key characteristics that companies with great retention shar...

Today on CHURN.FM we have April Dunford, a product positioning consultant and author of Obviously Awesome. April helps startups position their products so that their customers get it, buy it, and love it. We chatted about the definition of positioning and what it is and isn’t. We also discussed how positioning impacts customer churn and the common mistakes startups make when positioning their prod...

In today's episode of CHURN.FM we have Dennis Kayser the Founder and CEO of Forecast . Forecast helps project-based companies automate operations, empower people and leverage insights to drive business performance and client success. Their goal is to eliminate all manual processes of resource & project management by using Artificial Intelligence to setup and manage projects automatically....

Today on the show we have Andrus Purde the Founder of Outfunnel. Outfunnel is a sales-centric marketing automation tool that tightly integrates with modern CRM’s like Pipedrive. You can automate email marketing campaigns, track email and website behavior from click to conversion and get useful insights for your business. We chatted about the customer development process that took Andrus from idea...

In today's episode of churn.fm , we have Patrick Campbell the Founder of Profitwell. ProfitWell provides free subscription metrics software to help you identify opportunities and then tools to help you reduce churn, optimize pricing, and grow your subscription business end-to-end. We chatted about how Profitwell added a services layer on top of their software business that decreased churn and...

Today on churn.fm we have Mike Fiorillo the Founder of Optimology and previously a Growth Product Manager and Head of Optimization at Invision . Invision is a digital product design platform powering the world’s best user experiences. We chatted about Mike’s experience at Invision and his journey transitioning from conversion rate optimisation to product growth when they realised they were hitting...

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 conver...

In today’s episode, I chatted to Steli Efti, the CEO & Co-founder of Close. A cloud-based CRM software optimized to help salespeople close more deals. We talked about how Close aligns their sales, success, and company around long term retention.  We also touched on how to build a predictable, repeatable, and scalable sales process, how to define your ideal customer persona, the biggest mistake...

In today’s episode, I chatted to Shaun Clowes, the Chief Product Officer at Metromile and previous Head of Growth at Atlassian. We talked about how Atlassian measured success in the early days and their relentless focus on delivering value.  We also touched on why enterprise users are more similar to their SMB counterparts than you think, Atlassian’s land and grab strategy that fueled their expans...

On the show today we welcome Pulkit Agrawal, Co-founder & CEO at Chameleon, a platform that helps companies build user onboarding without writing a line code.   Tune in as we discuss why you should care about your user onboarding experience, its relationship to churn and retention, and user onboarding tests you can run in your business.

In this episode, I share the mic with Nir Eyal, author of the best-selling book Hooked: How to Build Habit-Forming Products.  Listen in as Nir explains the Hook Model, the role of frequency and why frequency is the number one reason your product is not going to become a habit, the ethical way to build habit-forming products, and his new book Indistractable. 

Today on CHURN.FM we have Heidi Gibson with us. Heidi is a Senior Director of Product Management at GoDaddy. Heidi was tasked with building a cross-functional growth team of product and marketing, focused on acquisition, retention, and engagement over the last 3 years at GoDaddy.  Tune in as Heidi explains how they measure retention across their different products, their magic metric to success, h...