EP42 | Casey Graham (Gravy) - How to combat involuntary churn with a human-first approach

I wish you a happy new year, and hope you are having a great start of the year! Today on Churn.fm, we have Casey Graham, CEO and Founder of Gravy, a subscription payment recovery service that helps companies fight involuntary churn.

We talked about how Casey's experience with bad customer churn inspired him to start Gravy, the main reasons for failed payments in SaaS businesses, and why Casey thinks a hands-on, human approach is the best way to fight churn.

We also dived into the different kinds of buyer personas Gravy has identified for their business, why slowing down their onboarding process helped them increase their customer lifetime value, and the importance of having a champion within your customer's company.

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. Now enjoy the episode.

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