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Konten disediakan oleh Andrew Michael. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh Andrew Michael atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.
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In Her Ellement
1 Bringing Your Whole Self to Work with Port of Rotterdam’s Saskia Mureau 21:38
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21:38People want to feel supported and safe at work – and inspired to innovate. What can people working at large corporations do to create this kind of environment? Saskia Mureau is the Director of Customer Digital at the Port of Rotterdam where she is harnessing digital systems to reduce emissions. She is passionate about creating inclusive workplaces where psychological safety and collaboration drive meaningful change. In this episode, Kamila sits down with Suchi to talk about why she chose to work at large corporations rather than startups. Saskia also reflects on her personal experiences, including navigating IVF while at work, and discusses how organizations can foster environments where employees feel empowered to bring their whole selves to work. Links: Saskia Mureau on Linkedin WHO infertility research BCG 2024 report on psychological safety in the workplace Suchi Srinivasan on LinkedIn Kamila Rakhimova on LinkedIn About In Her Ellement: In Her Ellement highlights the women and allies leading the charge in digital, business, and technology innovation. Through engaging conversations, the podcast explores their journeys—celebrating successes and acknowledging the balance between work and family. Most importantly, it asks: when was the moment you realized you hadn’t just arrived—you were truly in your element? About The Hosts: Suchi Srinivasan is an expert in AI and digital transformation. Originally from India, her career includes roles at trailblazing organizations like Bell Labs and Microsoft. In 2011, she co-founded the Cleanweb Hackathon, a global initiative driving IT-powered climate solutions with over 10,000 members across 25+ countries. She also advises Women in Cloud, aiming to create $1B in economic opportunities for women entrepreneurs by 2030. Kamila Rakhimova is a fintech leader whose journey took her from Tajikistan to the U.S., where she built a career on her own terms. Leveraging her English proficiency and international relations expertise, she discovered the power of microfinance and moved to the U.S., eventually leading Amazon's Alexa Fund to support underrepresented founders. Subscribe to In Her Ellement on your podcast app of choice to hear meaningful conversations with women in digital, business, and technology.…
CHURN FM
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Konten disediakan oleh Andrew Michael. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh Andrew Michael atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.
CHURN 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.
279 episode
Tandai semua (belum/sudah) diputar ...
Manage series 2505086
Konten disediakan oleh Andrew Michael. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh Andrew Michael atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.
CHURN 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.
279 episode
Semua episode
×1 E278 | Aligning Growth Marketing and Growth Product to Maximize Retention with Yuriy Timen 43:32
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43:32Today on the show we have Yuriy Timen, investor and advisor to companies like Airtable, Canva, and Oyster, and former Global Head of Growth & Marketing at Grammarly. Yuriy shares his journey from leading performance marketing to building a high-impact growth product team—and why aligning these functions is crucial for retention. We explore the challenges of balancing acquisition and retention, how to structure growth teams effectively, and why the first user session is the biggest lever for long-term retention. Yuriy also shares his perspective on when startups should truly focus on growth and how to avoid the common mistake of scaling too soon. Tune in to learn how to break down silos, create a retention-driven growth strategy, and build a seamless user experience from acquisition to activation. Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E277 | What SaaS Founders Should Know Before Going Multi-Product: Lessons from Kovai's Saravana Kumar 37:50
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37:50Today on the show we have Saravana Kumar, the CEO and Founder of Kovai.co. In this episode, Saravana shares his journey from launching a single-product business to building a multi-product SaaS company. He reflects on the challenges of scaling multiple products and offers candid insights into why he wouldn’t recommend his approach. Saravana also reveals the story behind Churn360, the customer success product he ultimately decided to shut down after significant investment, and what this taught him about market fit and opportunity cost. We then explore the signals that led to Kovai.co expanding into new products, the strategies behind scaling Document360, and how Saravana balances managing multiple SaaS products with distinct go-to-market motions. Finally, Saravana discusses why onboarding is critical to fighting churn, the importance of aligning product-market fit with sales strategies, and what SaaS founders need to know before attempting a multi-product approach. Mentioned Resources Saravana Kumar Kovai.co Document360 Zendesk Freshdesk Intercom Churn360 Gainsight Vitally Brian Balfour Four Fits For $100M Growth UiPath Clay Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E276 | Beyond Seats: The Shift Towards Success-Based Pricing with Kyle Poyar 50:14
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50:14Today on the show, we have Kyle Poyar, Co-founder and Operating Partner at Tremont. In this episode, Kyle shares his journey from consulting at Simon-Kucher to becoming a leading voice in SaaS pricing. We dive deep into the challenges and opportunities of evolving pricing models, exploring the shift from traditional seat-based pricing to success-based frameworks. We also discuss how AI is reshaping the SaaS landscape, influencing not just products but also how companies think about customer value and retention. Kyle shares actionable insights on aligning pricing strategies with customer success to drive growth and minimize churn. Mentioned Resources Kyle Poyar Klaviyo Tremont Growth Unhinged OpenView Simon-Kucher How to find your first ICP Leah Tharin James Hawkins PostHog Chargeflow Heidi Gibson GoDaddy Netflix ValuePilot Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E275 | How to Prepare Your SaaS for Acquisition with Tim Schumacher 35:39
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35:39Today on the show we have Tim Schumacher, the Co-Founder of SaaS Group, a company specializing in acquiring and scaling SaaS businesses. In this episode, Tim shares his insights on how SaaS founders can prepare their businesses for acquisition, covering key metrics, processes, and strategies to stand out in the market. We then discussed the importance of revenue, profitability, and team structure in determining valuation and how SaaS Group evaluates potential acquisitions. We wrapped up by exploring post-acquisition integration, including how SaaS Group supports acquired companies to maximize growth while maintaining their unique culture. Mentioned Resources Tim Schumacher Saas.group Sedo.com GoDaddy Open AI Adobe Figma Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E274 | Activation Milestones: The Secret to Early Retention Success with Elliott Poppel 35:49
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35:49Today on the show we have Elliott Poppel, the CEO and founder of General Collaboration. In this episode, Elliott shares his experience identifying activation milestones to separate casual visitors from engaged users and how these metrics drive early retention success. We then discussed the challenges of integrating multiple tools into a seamless user experience and the importance of positioning and marketing in product adoption. We wrapped up by exploring the lessons Elliott learned as a third-time founder and his insights on balancing user acquisition, retention, and growth. Mentioned Resources Elliott Poppel General Collaboration Meta Meta Portal Apple Google Mark Zuckerberg Muppets Alexa Google Home ChatGPT Gemini Claude Home Assistant Google Docs Figma Notion Linear Jira Airtable Slack Superhuman Brian Halligan HubSpot Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres 42:05
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42:05In this episode, Elias Torres shares his journey from building and selling Drift for $1.2 billion to launching Agency and how he’s leveraging AI to revolutionize customer success. We then dove into the challenges of scaling customer success teams, the role of AI in automating tasks, and the potential to create a unified "customer brain" for better insights and engagement. We wrapped up by discussing the future of customer success, the shift to outcome-based pricing models, and Elias' vision for building a $10 billion company with a lean team empowered by AI. Mentioned Resources Agency Drift HubSpot Vista OpenAI Jensen Huang Nvidia BG2 Podcast Copilot Cursor ChatGPT Sequoia Brian Halligan WhatsApp Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E272 | Activating Growth through Data-Driven Insights with Crystal Widjaja on Retention Funnels 42:20
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42:20Today on the show, we have Crystal Widjaja, Executive-in-Residence at Reforge and angel investor and advisor to several startups. In this episode, Crystal shares her expertise on activating growth through data-driven insights, focusing on the importance of well-structured retention funnels. She explains how to design impactful onboarding experiences, track the right metrics, and identify key points of abandonment to improve user activation and engagement. We then delve into the power of segmentation and discuss how understanding user behavior and traits can unlock exponential growth. Finally, we explore actionable tips for avoiding common data pitfalls and creating a culture of experimentation and improvement. Mentioned Resources Retention Funnels Google Sheet Superhuman Episode Scale AI Bounce Maze Stanford University GoTo Group Gojek Akshay Kothari Reforge Brian Balfour Mixpanel Amplitude Hotjar Gemini Segment Eleanor Dorfman Naked Wines Google Analytics Cedric Chin Commoncog AB InBev Loom Canva Figma Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja 43:06
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43:06Today on the show, we have Krishna Raj Raja, the CEO of SupportLogic. In this episode, Krishna shares his journey from engineering at VMware to founding SupportLogic, a platform that transforms support interactions into actionable customer insights. We discuss his approach to turning support into a growth engine by monitoring customer interactions for hidden signals that can prevent churn. Finally, Krishna reveals how leading companies are adopting a proactive support experience management strategy, showing significant reductions in customer escalations and increases in expansion. Mentioned Resources Krishna Raj Raja SupportLogic Support Experience CloudPhysics VMware Palo Alto Hotjar Zendesk ChatGPT Salesforce Tableau MuleSoft Snowflake Databricks Nokia Red Hat Starbucks Service Cloud Freshdesk Oracle SAP Kubernetes Adobe Apple Rubrik Notion Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E270 | Boosting Marketplace Retention Through Engagement and Quality Management at Scale AI with Ruslan Nazarenko 44:16
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44:16Today on the show, we have Ruslan Nazarenko, the Head of Growth at Scale AI. In this episode, Ruslan shares his approach to boosting retention in marketplace models through strategic engagement and quality management. He dives into Scale AI's unique model for retaining skilled gig workers, emphasizing how tailored experiences can overcome common marketplace retention challenges. We then explore the role of dormancy and reactivation in maintaining a resilient workforce, and how Scale AI balances high-quality standards with user engagement to create a robust marketplace ecosystem. We wrapped up by exploring the critical role of company culture in driving sustainable growth, the value of setting ambitious goals, and Ruslan’s insights into building a resilient, motivated team that drives growth. Mentioned Resources Scale AI Substack Respeecher Reface Quokka Bird Etsy Panel AI Superhuman Gaurav Vohra Uber Lyft LIME AI Hotjar Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E269 | From Solo to Team: How Superhuman Broke Through Their Growth Ceiling with Multiplayer Mode, with Gaurav Vohra 50:39
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50:39Today on the show, we have Gaurav Vohra, Head of Product Growth at Superhuman. In this episode, Gaurav shares how Superhuman transitioned from a solo (single-player) tool to a powerful team-based (multiplayer) product, enabling them to break through their growth ceiling. We explore the deliberate strategies behind Superhuman’s shift to team use, including the challenges of adapting a high-quality, individual-focused product for broader team functionality. Gaurav discusses the key product changes that made Superhuman invaluable for entire teams, creating new growth pathways and expanding Superhuman’s market reach. Mentioned Resources Superhuman Oliver Wyman Reportive Mohannad Ali Hotjar Apple Kingston Slack Notion Wiki Slack Connect HubSpot Salesforce ChatGPT Netflix Spotify Duolingo Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian 39:21
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39:21Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform. In this episode, Evgenia shares her decade-long journey in B2B SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements. We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing simplicity, decision-making, and critical thinking in customer success. Mentioned Resources LoyaltyPlant Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E267 | How to Shift Seemingly Uncontrollable Churn into Retention-Driven Growth with Adam Fishman 45:49
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45:49Today on the show, we have Adam Fishman, interim SVP of New Products at Mozilla and a growth advisor to various startups. In this episode, Adam dives into the concept of controllable vs. seemingly uncontrollable churn, sharing strategies he used at Patreon and Imperfect Foods to effectively manage churn. He explains how to identify what appears to be out of your control and the tactics that can tame it, turning seemingly uncontrollable churn into manageable factors. From improving customer onboarding to managing expectations, Adam reveals how focusing on the right areas can significantly impact retention and drive growth. Mentioned Resources Startup Dad Podcast Mozilla Imperfect Foods Fishman AF Newsletter Reforge Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E266 | From Concert Halls to Boardrooms: Turning Seemingly Unrelated Skills into Customer Success Strengths with Marija Skobe-Pilley 37:56
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37:56Today on the show, we have Marija Skobe-Pilley, Co-Founder and Director of Fractional SaaS and host of the Women in Customer Success podcast. In this episode, Marija shares her incredible journey from a professional musician to a leader in customer success. We explore how she turned seemingly unrelated skills from her music career into strengths in customer success, applying talents like discipline, project management, and audience engagement to build strong client relationships and drive business growth. We also discuss the challenges of making major career transitions, how to recognize transferable skills, and how Marija positioned herself for leadership roles in customer success. Finally, we dive into the rise of portfolio careers and how Marija is embracing this model to balance consulting, coaching, and personal projects. Mentioned Resources Fractional SaaS NVIDIA Women in Success Podcast Catalyst ClickUp Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E265 | How Rows' Ungated, Product-as-the-Homepage Experience Tripled User Signups and Redefined Activation with Henrique Cruz 45:52
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45:52Today on the show, we have Henrique Cruz, Head of Growth at Rows. In this episode, Henrique shares how Rows radically transformed its user acquisition and activation strategy by making the product the homepage. He breaks down the bold decision to remove traditional barriers like signups, creating an ungated, no-account-required experience that tripled user signups—from 8% to 27%. We then explore the impact this change had on their key metrics, the power of onboarding through real-time product use, and how this approach has redefined activation and retention for Rows. Mentioned Resources Rows Veniam Talkdesk Notion Slack Digital Ocean Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
1 E264 | Sales-Led vs. Product-Led: The Key Differences Tackling Churn with eWebinar's CEO Melissa Kwan 46:39
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46:39Today on the show, we have Melissa Kwan, CEO and Co-Founder of eWebinar. In this episode, Melissa shares her experience building and scaling eWebinar, a product-led company, and contrasts it with her previous sales-led ventures. We dive into the key differences between sales-led and product-led growth models, specifically how each approach tackles churn and retention. Melissa also opens up about the challenges of bootstrapping a SaaS company, the role of automation in scaling, and how focusing on lifestyle has shaped her business decisions. Mentioned Resources eWebinar Spacio HomeSpotter Hotjar Stripe ChartMogul Leah Tharin Userpilot Emeric Ernoult Agorapulse Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E263 | From Optimizely to Limitless: Dan Siroker on Building Products That Wow 42:36
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42:36Today on the show we have Dan Siroker, CEO and Co-Founder of Limitless. In this episode, Dan shares his journey from founding Optimizely, growing it to $120 million in ARR, to now leading Limitless, a company focused on building products that enhance memory. We discussed the challenges of transitioning from B2B to B2C, including how AI is reshaping consumer retention and the importance of product focus and execution. Finally, we wrapped up by diving into Dan’s philosophy on building products that truly "wow" and how startups can achieve that through ruthless prioritization and attention to detail. Mentioned Resources limitless.ai Optimizely Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E262 | How Data-Driven Automation Transforms Customer Success with Joe Di Grande 35:47
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35:47Today on the show, we have Joe Di Grande, the founder of Joe Does Tech Touch, a consulting firm specializing in customer success automation. In this episode, Joe discusses the transformative power of data-driven automation in customer success. He shares how companies can leverage data to segment customers, automate renewals, and scale personalized engagement—without needing large teams. Joe also explains how automating critical processes like renewals and pricing adjustments can directly impact Net Revenue Retention (NRR) and customer satisfaction. We then wrapped up by diving into the importance of organizing customer data and implementing the right tools to ensure scalable success for both SMB and enterprise clients. Mentioned Resources Joe Does Tech Touch Vitally Business Insider Salesloft Outreach eMarketer Stripe Loom ChurnZero Clay Vidyard Air AI Netflix Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E261 | From Zero to Success: How to Build Customer Success Teams from Scratch with Ben Francis 49:59
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49:59Today on the show we have Ben Francis, the Director of Customer Success at Evident. In this episode, Ben shares his experience in building and scaling customer success teams from scratch. He offers actionable insights on refining onboarding processes, consolidating essential customer data, and employing strategic hiring practices to foster team growth and enhance customer loyalty. We then discussed the significance of specialization within customer success teams as they scale, with Ben introducing the concept of time inventory exercises to optimize team efficiency and quantify the value of new investments. We wrapped up by exploring strategies for fostering a positive team culture through continuous learning and proactive communication. Recommended Resources Evident Salesmsg Intellum CrossFit Chili Piper Hotjar Zendesk Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E260 | The PLG vs. SLG Debate: Surprising Insights from SaaS Benchmarks with Emilia Korczynska of User Pilot 48:19
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48:19Today on the show we have Emilia Korczynska, the VP of Marketing at Userpilot. In this episode, Emilia shares her insights into the ongoing debate between Product-Led Growth (PLG) and Sales-Led Growth (SLG) strategies in SaaS companies. Emilia shared surprising findings from Userpilot’s latest SaaS product metrics benchmark report, which challenge common assumptions about PLG effectiveness. We wrapped up by exploring how these insights are influencing Userpilot's product positioning and strategy moving forward, along with the importance of understanding customer needs through both qualitative and quantitative data. Mentioned Resources Userpilot Wisemont Language Services Jason Lemkin DHL Nir Eyal Hooked Contentsquare Heap Pendo Amplitude Sprig PostHog James Hawkins AWS Hotjar Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E259 | Identifying Your Ideal Customer Profile: A Data-Driven Approach with Goodfit's CEO Harrison Rose 43:08
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43:08Today on the show we have Harrison Rose, CEO and Co-founder of GoodFit. In this episode, Harrison shares his journey from founding Paddle, a revenue delivery platform for B2B SaaS, to starting GoodFit, a company that helps businesses identify the right customers at the right time with the right message. We dive deep into the importance of identifying your Ideal Customer Profile (ICP) and how data-driven approaches can refine this process. Harrison discusses the key factors to consider when defining your ICP, how to leverage data to prioritize the best-fit customers, and the impact of these strategies on churn and retention. Mentioned Resources GoodFit Paddle Gartner ChatGPT BuiltWith Alipay Rahul Vohra ShowCode David Darmanin Hotjar Segment Drift Bose Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E258 | Transforming Customer Success into a Growth Function with Entrust's Chief Customer Officer Harini Gokul 39:54
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39:54Today on the show we have Harini Gokul, the Chief Customer Officer of Entrust. In this episode, Harini shares her experience in transforming Entrust’s customer success function into a powerful growth engine. We dive into the strategies she used to align customer success with P&L goals, ensuring the team’s contribution to revenue growth. Harini also discusses the critical role of data-driven accountability in driving customer retention and how Entrust is leveraging AI to enhance customer experience at scale. Mentioned Resources Entrust AWS GitLab Hotjar Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E257 | How to Build a Customer Success Team Leveraging Subject Matter Experts with Szuyin Leow 45:06
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45:06Today on the show we have Szuyin Leow, the VP of Customer Experience at Transcend. In this episode, Szuyin shares her experience transitioning from IT security consulting to customer success, and how leveraging subject matter experts has transformed her approach to building effective CS teams. We then discuss the strategies and benefits of hiring industry experts to enhance customer experience, and the practical steps Szuyin took to implement these practices at LogicGate and Transcend. Mentioned Resources Transcend Pavilion Sales Assembly LogicGate PwC Notion Gong UserGems Bose Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E256 | Community-Driven Development: Boosting Retention with Integrations with Biro Florin 44:26
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44:26Today on the show we have Biro Florin, a misfit, angel investor, exited founder, and show host of Misfit Founders. In this episode, Biro shares his experience in building successful integrations within the Atlassian marketplace. We then discussed how community-driven development can significantly enhance user retention and engagement. We wrapped up by exploring the balance between acquisition and retention, and the lessons learned from Jexo’s journey in the SaaS ecosystem. Mentioned Resources Misfit Founders SaaStock Jira Slack Atlassian Ecosystem Misfit Episode Referenced Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E255 | Navigating Growth and Retention: Lessons from PostHog’s CEO, James Hawkins 41:37
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41:37Today on the show we have James Hawkins, CEO and co-founder of PostHog. In this episode, James shares his experience navigating growth and retention at PostHog. He discusses his journey from working in outbound sales to leading a product-led growth startup and the importance of an inbound-focused approach. We delve into how PostHog defined and focused on their ideal customer profile (ICP) of engineers, which not only shaped their product development and marketing strategies but also influenced their unique team structure, where every team member can code. We wrapped up with James talking about the transition from self-hosted to cloud services and their strategic shift to usage-based pricing. Mentioned Resources PostHog Arachnys Jira GitHub Hacker News Kubernetes AWS Cloudflare Zendesk Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E254 | Reactivation Tactics: Transforming Cancellations into Customer Retention Opportunities with Baird Hall 39:22
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39:22Today on the show we have Baird Hall, the co-founder of Churnkey. In this episode, Baird shares his experience in developing effective reactivation campaigns and the importance of segmentation in retention strategies. We then discussed how small changes in retention tactics can have a monumental impact on high-volume subscription businesses, and the role of dynamic, personalized cancellation flows. We wrapped up by exploring Churnkey's evolution from a tool-based approach to a comprehensive retention platform, and the future of AI-driven churn prediction. Mentioned Resources Churnkey Hotjar Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E253 | Optimising Positioning, Messaging, and Buyer Enablement to Drive Customer Success with Jason Oakley 33:15
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33:15Today on the show we have Jason Oakley, the founder of Productive PMM and former Director of Product Marketing at Klue and Chili Piper. In this episode, Jason shares his experience in building product marketing from the ground up, focusing on the critical areas of positioning, messaging, and buyer enablement. We discussed how these elements play a crucial role in driving customer success and improving retention, along with practical strategies for implementation. We wrapped up by discussing the role of product marketing in working with sales, customer success, and product teams to ensure a seamless customer experience from onboarding to retention. Mentioned Resources Productive PMM UserEvidence Chili Piper Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E252 | Preventing Team Churn: Leadership Tactics for Retaining Talent with Mr Joe 50:20
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50:20Today on the show we have Joe Leech, a Coach to CEOs with 18 years of tech experience, working with over 30 startups and FTSE100 giants. In this episode, Joe shares his insights on retaining top talent and preventing team churn. We discussed the common mistakes leaders make in micromanagement and hiring and we wrapped up by exploring effective onboarding strategies for new leaders. Mentioned Resources Joe Leech cxpartners Marriott.com eBay David Darmanin Hotjar Name It to Tame It Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E251 | Pricing & Packaging for Long-Term Customer Retention with Mark Stiving 35:51
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35:51Today on the show we have Mark Stiving, the founder of Impact Pricing and author of "Selling Value", "Impact Pricing", and "Win Keep Grow". In this episode, Mark shares his experience in the intricacies of pricing and packaging strategies, emphasizing their impact on customer retention and expansion. We then discussed understanding customer value, overcoming internal biases, and the importance of iterative pricing strategies. We wrapped up by exploring actionable insights on leveraging pricing metrics to enhance customer engagement and reduce churn. Mentioned Resources Impact Pricing Selling Value Book Impact Pricing Win Keep Grow Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E250 | How Disco Boosted Virality by Switching Activation Channels with Justin Vandehey 31:52
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31:52Today on the show we have Justin Vandehey, the Director of Partner Integrations and Development at Culture Amp. In this episode, Justin shares his experience in growing Disco, a Slack-based employee recognition platform, which was acquired by Culture Amp. We then discussed how Disco initially started as an email-based integration and the challenges they faced with user engagement. Justin dives into the pivotal decision to switch their activation channel to Slack, which significantly boosted virality within companies. We wrapped up by exploring the strategies Disco used to maintain growth during the pandemic and how they adapted to changing market conditions. Mentioned Resources Culture Amp Slack The Bridge Round Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E249 | Optimizing User Acquisition for Long-Term Retention with Planable's CMO, Miruna Dragomir 35:42
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35:42Today on the show we have Miruna Dragomir, CMO of Planable. In this episode, Miruna shares her experience in optimizing user acquisition for long-term retention. We discuss her transition from large corporations like Uber and Oracle to an early-stage startup, Planable, and how she built and scaled the marketing team. Miruna also delves into the integration of customer success and marketing, the retention strategies she used at Uber, and effective reactivation tactics. We wrap up by exploring the challenges of B2B versus B2C marketing and the importance of creating user habits for sustained retention. Mentioned Resources Planable Uber Oracle AgoraPulse Github Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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