CHURN FM

Today on the show we have Bryan Plaster, CEO, and Co-founder of CompleteCSM. In this episode, Brain shared his experience starting customer Success from scratch at multiple organizations and helping Informatica and Talend move from on-premise software sales to a cloud subscription business. We then talked about the evolution of Customer Success over the last 15 years followed by how to create cust...

Today on the show we have Aggelos Mouzakitis, Product-led growth Lead at Glofox. In this episode, Aggelos shared his take on product-led growth followed by the biggest misconceptions and mistakes companies make when they think about adopting a product-led strategy. We then discussed why companies need to forget the data and analytics and take a more human approach to diagnose churn and retention....

Today on the show we have Diana De Jesus, Customer Success Manager Strategist at Catalyst. In this episode, Diana shared her advice on how to break into and land a role in customer success, sharing tips she took personally to do so. We then talked about support-driven growth, what it is, where it works best, and how you can apply it. We also discussed how customer support and customer success can...

Today on the show we have Christian Wiklund, founder, and CEO at unitQ. In this episode, we talked about the huge importance of monitoring the quality of your product, what lead Christian to build unitQ, and how they help companies improve retention, growth, and engagement.   We also discussed how data silos across departments slow things down, and how companies need cross-functional data on deman...

Today on the show we have Chris O’Neil, Chief Bussiness Officer at Glean.  In this episode, we talked about how joining Google and being around great mentors helped Chris with his career track and where he is today. Chris then shares what you need to get started as a leader to set yourself up for success in the long run.  We also discussed the importance of alignment, clarity, and cohesion across...

Today on the show we have John Zeratsky, Co-Founder of Character, and the best-selling co-author of Sprint: How to Solve Big Problems and Test New Ideas in Just Five Days. In this episode, we talked about John’s time at Google Ventures, and how they helped hundreds of early-stage startups find product-market-fit using Design Sprints. John then talked about how they first came up with the idea for...

Today on the show we have Nash, founder, and CEO of Integry. In this episode, Nash shares the hardest part of starting a company straight out of school, and the perks of naive optimism when starting a company.  We also discussed what is Integry and how the company was born, the impact of integrations on retention, and the main differences between B2C and B2B, when it comes to churn and retention. ...

Today on the show we have Philipp Wolf, founder of Custify. In this episode, Philipp talks about what triggered his career shift from the security industry to customer success, what Custify does, and how it helps its customers with churn, retention, and growth.   We also discussed the evolution of the customer success software market, the importance of data hygiene when moving to a Customer Succes...

Today on the show we have Tomer Suarez, Co-Founder and CEO of Interai. In this episode, we talked about Interai’s mission to bring consumer technology to enterprise companies, and how they use visual data mapping to bring together an organization’s legacy tools without a single integration.  Tomer then explains the process B2C enterprise companies need to take in order to achieve a 360 customer vi...

Today on the show we have Sonciary Pérez , co-founder of Quala. In this episode, Sonciary explains what exactly is Frontline Intelligence, and how Quala helps Customer Success practitioners to be seen as customer intelligence leaders that help drive growth within an organization. We also discussed what you need to look out for when building a Customer Success team from the get-go, why Quala’s Prod...

Today on the show we have Kevan Lee, Head of Marketing at Oyster HR. In this episode, we talked about Kevin’s experience with churn and retention at Buffer, Polly, and Oyster HR, and how the main reasons for churn differed at each company due to their business models and customer segments, and we then discussed the role marketing played in each case to reduce churn. As usual, I'm excited to h...

Today on the show we have Louis Rosenfeld, publisher and founder at Rosenfeld media. In this episode, we talked about what information architecture is and how it led to the formation of Rosenfeld Media, how the UX Design space is evolving, and the importance of understanding your customers' needs when building out your product’s information architecture.   We also discussed Lou’s plans to int...

Today on the show we have Dave Jackson, founder, and CEO of TheCustomer. Co, and author of the book Customer-led growth.  In this episode, we talked about customer success as a company-wide capability, the motivation behind his recent book Customer-led growth, and Dave explains why you should purposefully design your organization around customer value. We also discussed why you should screw best p...

Today on the show we have Ryan Glasgow, CEO and founder of Sprig. In this episode, we talked about the pros and cons of the different stages of company growth, how Ryan took his experience at the 0 to 1 stage to build out Sprig and how Sprig solves the tension between user research and the speed at which product teams move today. We also discussed why churn and retention always comes back to user...

Today on the show we have Puneet Kataria, founder of CustomerSuccessBox. In this episode, we talked about what made Puneet make the switch from engineering to sales, the importance of selling to the right customers to avoid churn, and we debated whether “customer success” is the right job title for the job.  We also discussed the building blocks a customer success team needs, the five different an...

Today on the show we have Harini Gokul, Chief Customer Officer at AWS. In this episode, we talked about the challenges of building and scaling customer success teams at companies like Amazon and Microsoft, and how they bake their customers’ customer perspectives into their work, to deliver true value for their customers. We also discussed the importance of being proactive and knowing what your cus...

Today on the show we have Gareth Drabble, Director of Customer Success, Northern Europe  at Contentsquare In this episode, we talked about what led Gareth to Contentsquare, the recent acquisition of Hotjar, and what it means for Contentsquare, we then talked about how they plan to structure their customer success team as they scale, and what fuels its growth.   We also discussed how rushing into a...

Today on the show we have Suresh Sankar, Founder & CEO of Crayon Data. In this episode, Suresh shares how he connects the dots looking back going from an account director to marketing, and then to founder. We then touched on what Crayon data is and how it helps it’s enterprise customers with personalization. We also discussed Crayon data’s process in identifying the gap in the market and the i...

Today on the show we have Scott Singerman, VP of Global Partnerships at Mixpanel.  In this episode, we talked about Scott’s role as a VP of Global Partnerships and his responsibilities, how Mixpanel is giving back to the startup community with their Startup Program, but also the benefits a program like this has for any company in general. We then dove into the different partnership categories at M...

Today on the show we have Shreesha Ramdas, SVP & GM at Strikedeck. Having lived through a couple of acquisitions, Sri shares his #1 learning and why he believes that founders should roll up their sleeves and work alongside the sales team, post-acquisition, as early as possible.   We also discussed the motivation behind Strikedeck, how to assess your customer success maturity cycle, and then do...

Today on the show we have Ryanne Doumet, Customer Success Manager at PandaDoc. In this episode, we talked about what drove Ryanne to make the switch from media & advertising to customer success, how PandaDoc scaled their customer facing approach as the company scaled, and how they put together Customer Success decks to bring value to client conversions, using their own tool.   We also discusse...

Today on the show we have Basel Fakhoury, CEO & Co-founder of User Interviews. In this episode, we talked about what drove Basel to user research and why research participant recruiting specifically, how the team validated that "User Interviews" was the biggest pain point, and then Basel shared their process of idea exploration and how they invalidated their ideas, before reaching th...

Today on the show we have Kris Rudeegraap, co-founder and CEO of Sendoso. In this episode, we talked about how Sendoso helps it’s customers retain and delight their customers, the different ways a sales team can help avoid or decrease churn, and how to make sure you’re selling to the right ICP.  We also discussed Sendoso's sales strategy when they first got started and how it evolved, their u...

Today on the show we have Marty Cagan, partner at Silicon Valley Product Group, and author of INSPIRED: How To Create Tech Products Customers Love, and Co-author of newly published EMPOWERED: Ordinary People, Extraordinary Products. In this episode, we talk about the tremendous gap between how the best companies operate and how the rest work, what they do differently and why, and then dove into Ma...

Today on the show we have Carlos Gonzalez de Villaumbrosia, Founder and CEO at Product School.  In this episode, we talked about the evolution and future of product management, the motivation and story behind building Product School, and why Carlos believes retention is the future for sustainable growth. Carlos also then shares how they retain their students, how he set out to build such an amazin...