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Today on the show we have Luke Diaz, VP of Customer Success at Clearbit. In this episode, we talked about why Luke made a career switch from working at a Hedge Fund to diving into Customer Success, and how Optimizely shifted their go-to-market strategy to fix churn and retention. We also discussed how AppsFlyer identifies strategic opportunities to…
 
Today on the show we have Megan Murphy, VP of Product at Hotjar. In this episode, we talked about the importance of delighting customers in small ways no matter the stage or size of a company, how Megan took the “Jobs To Be Done” framework to the next level, and how she’s trying to build a more human product strategy at Hotjar. We also discussed wh…
 
Today on the show we have Ryan Robinson, founder, and blogger of ryrob.com In this episode, we talked about how Ryan conducts revenue-generating keyword research, why revenue is his number one content metric to track, and how he helps companies with their overall content strategy. We also discussed how Ryan tracks and measures results for his custo…
 
Today on the show we have Megan Bowen, Chief Customer Officer at RefineLabs In this episode, we talked about what a revenue engine optimization agency does and how they help their customers grow with their demand generation framework. We also discussed how to measure churn and retention for technology software products that have a service delivery …
 
Today on the show we have Derek Skaletsky, Founder and CEO of Sherlock. In this episode, we talked about how Derek came up with the idea to build Sherlock and why now, how Sherlock determines an engagement score, and how CS, Sales, and Marketing teams can use it. We also discussed how Derek’s Head of Customer Success self was arguing with his Head …
 
Today on the show we have Sançar Sahin, co-founder of Oliva. In this episode, we talked about the necessary elements you need to build a world-class marketing team, the impact a company’s go-to market strategy has on choosing the right team members, and the inspiration behind Oliva. We also discussed Sançar’s move from building teams as a VP, back …
 
Today on the show we have Patrick Thompson, co-founder, and CEO of Iteratively. In this episode, we talked about why Patrick made the leap to start his own business, how 200 interviews over 6 months of customer discovery helped them find the biggest data-related pain point software teams have, and how Iteratively helps solve it. We also discussed w…
 
Today on the show we have Adelina Peltea, VP of Growth at Holded. In this episode, we talked about the biggest differences between different growth stages of a startup, why you should always stay true to your startup’s DNA, how to iterate your way to product-market fit at the Seed stage and why Adelina believes you should never get feedback from fr…
 
Today on the show we have Mark Tanner, co-founder, and COO of Qwilr. In this episode, we talked about what it was like for Mark taking the leap from a cushy job at Google to start his own business, why they built Qwilr, the motivation behind it, and what's the big plan for the future. We also discussed Qwilr’s on and off relationship with a freemiu…
 
Today on the show we have David Apple, Head of Customer Success at Notion. In this episode, we talked about the conflict between Sales and Customer Success and how it can be avoided, what the leading indicators of retention are at Typeform VS Notion, and how Typeform’s CS team segments its customers based on their retention rate to help prioritize,…
 
Today on the show we have Angel Steger, Director Of Product Design at Facebook. In this episode, we talked about what it’s like designing a building for over 2.7 billion users, how focusing on activation can increase retention, and how giving users a feeling of ownership had a big impact on Pinterest’s user activation. We also discussed Qualitative…
 
Today on the show we have Francis Brero, CRO, and Co-Founder of MadKudu. In this episode, we talked about how Francis started out studying mechanical engineering and ended up founding a company now serving as the CFO, what MadKudu is and how they help their customers, and why starting off the company by helping companies predict churn didn’t work. …
 
Today on the show we have Ward Sandler, co-founder of MemberSpace. In this episode, we talked about the biggest point of failure for first-time subscription business owners, the evolution of pricing and packaging at MemberSpace, and the importance of figuring out what customers are willing to pay before you build a product. We also discussed how Me…
 
Today on the show we have Adam Schoenfeld, VP of Strategy at Drift, and GM of Drift Video. In this episode, we talked about how a customer-centric approach helped him build and scale two successful businesses, why he talks to his customers every single day, and why everyone at Drift has chat duty. We also discussed the importance of churn & retenti…
 
Today on the show we have Bozena Pieniazek, Director of Marketing at Maze. In this episode, we broke down the function of Product Marketing, discussed how it impacts churn and retention, shared views on where it should sit in a company, and dove into how product marketers help companies understand user personas and their different use cases. We als…
 
Today on the show we have Mark Thompson, co-founder of PayKickstart. In this episode, we talked about how an internal tool their team built ended up being their main product, affiliate programs as a channel for growth, and the challenges they face when it comes to churn & retention. We also discussed how PayKickstart optimizes their onboarding to t…
 
Today on the show we have David Brice, General Manager & Executive of the Customer Group at Envato In this episode, we talked about how David made the switch from a green tech business owner to a marketplace software business General Manager, why Envato launched a subscription service alongside its 15-year-old transactional business, and how the tw…
 
Today on the show we have Panos Siozos, co-founder and CEO of LearnWorlds. In this episode, we talked about what it was like for Panos to take the leap from a job in education & parliament to starting his own company, how COVID-19 has impacted the eLearning industry & how LearnWorld’s funnel tripled in just one day. We also discussed how LearnWorld…
 
Today on the show we have John Henwood, Director of Customer Success at Productboard. In this episode, we talked about how customer success has evolved over the past 10 years, how Customer Success’s approach to increasing retention differs at a big organization VS an early-stage startup, and how John prioritized his focus when he first joined Produ…
 
Today on the show we have Ryan Bonnici one of the World's Most Influential CMOs as named by Forbes currently leading the marketing team at G2. In this episode, we talked about Ryan’s responsibilities as CMO at G2, how he and his team split their focus, and how G2’s Product team mirrors their marketing team’s structure. We also discussed G2’s Buyer …
 
Today on the show we have Samuel Hulick, the person behind the infamous onboarding teardowns from UserOnboard.com In this episode, we talked about the single biggest mistake that product companies keep repeating when it comes to user onboarding, how Samuel approaches building an onboarding experience, and the key metrics he believes are important t…
 
Today on the show we have Sjoerd Handgraaf, CMO at Sharetribe. In this episode, we talked about why retention is key to tackling the supply vs demand problem in marketplace businesses, what liquidity is and why it is important, and the key things you need to be looking at when building a marketplace business. We also discussed early churn at Sharet…
 
Today on the show we have Mark Roberge, Managing Director at Stage 2 Capital, and former Chief Revenue Officer at Hubspot. In this episode, we talked about the strengths of a successful CRO, the growth phases of a company’s lifecycle, and why retention is the one metric that defines product-market fit. We also discussed the pillars of a good go-to-…
 
Today on the show we have Georgiana Laudi, Co-Founder of Forget the Funnel. In this episode, we talked about how Georgiana decided to focus on SaaS and build Forget the Funnel, the type of work they do for their clients, and how they evaluate the health of their client’s business to identify where there’s an opportunity for growth. We also discusse…
 
Today on the show we have Rahul Vohra, founder, and CEO of Superhuman. In this episode, we talked about what motivated Rahul to build Superhuman, how they iterated their way towards product-market fit, and how they built the product-market fit engine. We also discussed how the Superhuman team analyzes and segments the right feedback to focus on, wh…
 
Today on the show we have Amaan Nathoo, Head of Customer Success at Later. In this episode, we talked about the moment Amaan decided to shift from Sales to Customer Success, how using a growth ceiling calculator helped him realize they had to double down on retention and how customer success fits in a product-led world. We also discussed how Later’…
 
Today on the show we have Jay Nathan & Jeff Breunsbach, managing partners at Customer Imperative. In this episode, we talked about what they do at Customer Imperative, the biggest difference Jay and Jeff see between the way Customer Success teams operate, and how their quick Time to Value process helps their clients see tangible results in just 30 …
 
Today on the show we have Bryant Chou, Co-founder, CTO, and Head of Growth of Webflow. In this episode, we talked about Webflow’s “no sugarcoating” product philosophy, the no-code movement, why churn & retention at Webflow have taken a backseat, and how they overcome their new users learning curve through total transparency. We also discussed how B…
 
Today on the show we have Robbie Kellman Baxter, author of the best-selling book “The Membership Economy” and the newly launched “The Forever Transaction”. In this episode, we talked about what a Forever Transaction is and how to implement it in your business, what influenced Robbie to write her books, and how SaaS businesses’ have changed their vi…
 
Today on the show we have Alex Atkins, Head of Growth at CXL Institute. In this episode, we talked about the process Alex took to decide the key metrics to focus on during his early days at CXL, what motivated him to work more on churn & retention over acquisition, and how they saw an increase in customer retention within 3 months of the team's new…
 
Today on the show we have Lauren Culbertson, CEO & Founder of LoopVOC. In this episode, we talked about why Lauren decided to build LoopVOC and the important role leadership plays in ensuring the alignment of customer feedback across a company. We also discussed the dos and don’ts when transitioning an on-premise product to the cloud, the importanc…
 
Today on the show we have Yahav Hartman, CEO and founder of Madgicx! In this episode, we talked about the current churn and retention status at Madgicx, how Yahav interviews churning customers, and how to gauge the quality of customer feedback. We also dived deep into how you can use Facebook ads to increase retention, why customer development shou…
 
Today on the show we have J.R. Farr, Co-founder and CEO of Weav.com In this episode, we discussed what attracted J.R. to build a customer retention platform, how Weav automates your customer retention flow, and how it helps you analyze your customer experience with a holistic approach. We also talked about J.R.’s experience in building a customer r…
 
Today on the show we have Matt Barnett, founder and Papa Bear of Bonjoro! In this episode, we discussed how videos can help retain customers and reduce churn, how to craft a hyper-personalized video for your customers, and how to choose the right integration partnerships for your software. We also discussed Bonjoro’s current journey in nailing thei…
 
Today is a very special episode as we are celebrating our first anniversary of Churn.FM. We have now published a new episode every week for 52 weeks straight and what better way to celebrate the anniversary than by having the guest of our very first episode back on the show! This week we have Brian Balfour, Founder, and CEO of Reforge. Reforge have…
 
Today on the show we have James Mulvany, founder and CEO of Podcast.co and Radio.co In this episode, we talked about what drives James to keep building new companies in the content and streaming space, why the podcast industry is still full of untapped potential, and the importance of a personal touch in customer retention. We also discussed why Ja…
 
Today on the show we have Emmanuel Straschnov, co-founder and co-CEO of Bubble. In this episode, we talked about the rise of no-code tools’ popularity, why Bubble decided to raise funding, and the challenges they face with churn due to the nature of their product. We also dived into the challenges Bubble faced when designing their customer onboardi…
 
Today on Churn .fm, we have Gen Furukawa, founder of Retainable and former VP of Marketing at Jungle Scout. In this episode, Gen shared how he previously dealt with churn and retention as the VP of Marketing at Jungle Scout, and how it affected the marketing metrics his team needed to track. We also talked about how to get buy-in and convince the l…
 
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