The Customer Experience Is the Key to Success

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.

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.