Unchurned - The No. 1 podcast for Customer Success
How to Thrive in the Change Economy in the Age of AI ft. Brett Queener (Bonfire Ventures)
Apr 9, 2025
Brett Queener, Managing Director at Bonfire Ventures and former executive at Salesforce, shares his expertise on navigating the fast-evolving software landscape shaped by AI. He discusses the importance of speed and innovation, emphasizing how startups can better solve customer problems. The conversation highlights strategies for founding companies amid growing competition, the shifting focus in product development, and the critical role of effective product marketing. Insights on investor perspectives and the need for adaptive strategies make this a must-listen for SaaS entrepreneurs.
44:23
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Quick takeaways
- In the age of AI, software companies must prioritize iterating product features and marketing strategies monthly to remain competitive and relevant.
- Success in a rapidly changing economy depends on clearly demonstrating how products meet customer needs and contribute to tangible business outcomes.
Deep dives
Understanding Customer Churn in High Usage Scenarios
High usage of a product does not necessarily correlate with customer retention, as many businesses become aware that they are not achieving their desired outcomes despite high engagement. This disconnect highlights the importance of associating product use with tangible business goals. The narrative suggests a shift from the traditional approach of categorizing accounts into red, yellow, or green statuses to a more binary evaluation, emphasizing whether outcomes were achieved or not. The simplification calls for businesses to reevaluate how they interpret user engagement and its implications on retention.
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