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CHURN.FM

Author: Andrew Michael

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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.
189 Episodes
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Today 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 great way to increase activation and retention.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. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.
Today 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 to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.
Today 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 discussing how layering on a services component can have a big impact on customer churn for your enterprise customers.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. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.
Today 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 different business model with success during his time at Ramp.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. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.
Today 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 set the new company strategy.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. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.
Today 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 performance metrics.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. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.
Today 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 scorecardAnd 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.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. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.
Today 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 excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on andrew@churn.fm. Don't forget to follow us on Twitter.
Today 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 throughout his career.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. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter.
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 priorities between departments and remove communication silos while onboarding new customers.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. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter.
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 wrapped up by discussing how to repurpose content generated for acquisition to drive retention.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. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter.
Today on the show we have Matt Young, CEO of UserVoiceIn 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 to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter.
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 challenges of building a subscription e-commerce businessAs 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. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter.
Today on the show we have Paul Harwood, a Co-founder of UseristicsIn 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 hear from you. You can email me 1directly at Andrew@churn.fm. Don't forget to follow us on Twitter.
Today on the show we have Luka Kankaras, a Product Specialist at UsersnapIn 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 think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter.
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 obsolete each month.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. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter.
Today on the show we have Greg Daines, CEO and Founder of Total Customer StrategyIn 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 meaningful results in reducing churn.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. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter.
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 financing options can be used to drive growth and reduce churn for your business.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. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter.
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 hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter.
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 retention.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. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter.
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