CHURN FM

Today 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 priori...

Today 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 wra...

Today 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 di...

Today 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 c...

Today 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...

Today 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 us...

Today 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 obso...

Today 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 a...

Today 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 financi...

Today 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...

Today 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 ret...

Today 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 analytic...

Today 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 pos...

Today 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 an...

Today 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 acqui...

Today 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 percept...

Today 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 relation...

Today 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 the...

Today 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...

Today 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 comp...

Today on the show we have Steffen Hedebrandt, Co-founder and CMO of Dreamdata. In this episode, Steffen shared how documenting quality content and sharing it on social opened many doors for him, he also what Dreamdata does and how they offer multitouch account-based attribution. We then dove into the power of positioning and understanding who your ideal customer profile is on churn and retention,...

Today on the show we have Jonathan Widawski, Founder and CEO of Maze. In this episode, Jo shared how Maze emerged out of a need to validate assumptions fast about a previous startup he founded. He continued to share how the prototype evolved into the company we know today. We then dove into how Jo and the team are introducing a sales motion on top of their existing product-led strategy and the cha...

Today on the show we have David Darmanin, Founder and previous CEO of Hotjar. In this episode, David shared what he misses most about being the CEO of Hotjar, and what led him to realize it was time to step down and hand over the role.  We then dove into the importance of giving your people the freedom to fail, how Hotjar reduced churn by doubling down on their ICP in their go-to-market strategy,...

Today on the show we have Kyle Pursell, Senior Lead of Growth Marketing at Shopify. In this episode, Kyle shared his biggest lesson upon joining Shopify on how they effectively enable collaboration across the various cross-functional functions and how they maintain alignment through a powerful company mission. We then dove into how Kyle and the team measured PMF at Inman when switching to a subscr...

Today on the show we have Maranda Dziekonski, Chief Customer Officer at Swiftly. In this episode, Maranda shared her early career experience and how she made a move from the factory production line to an office role and later into Customer Success. We then dove into Maranda’s framework for assessing the Customer Success function when joining a new company, how she went about splitting out the high...