Investing in Customer Success for Negative Churn

Today on the show we have Andrew Capland, a growth advisor and onboarding specialist with rich experiences at HubSpot and Wistia.

In this episode, Andrew shares his journey from HubSpot to Wistia, outlining the evolution of his approach to user onboarding and growth. Andrew walked through 6 key steps of a successful onboarding framework to increase activation and reduce churn. 

We then discussed the importance of personalized user experiences and how businesses can implement these strategies to achieve remarkable customer retention. Andrew wraps up the conversation by emphasizing the critical role of continuous learning and adaptation in the ever-evolving SaaS landscape.

Mentioned Resources:

• Delivering Value
• Postscript
• Wistia
• HubSpot
• Digitas
• Disney
• Aflac
• Bank of America
• Hotjar
• Appcues
• Intercom
• Pendo 

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