Unchurned - The No. 1 podcast for Customer Success

The Dark Side of Obsessing Over CHURN ft. Ozge Ozcan (Forter)

Dec 4, 2024

Ozge Ozcan, Chief Customer Officer at Forter, shares her expertise in customer experience and revenue-focused strategies. She discusses the risks of obsessing over churn, which can stifle growth opportunities. Ozge highlights the importance of hiring for curiosity and adaptability in customer success roles. She emphasizes managing churn budgets and setting retention targets, while advocating for a balanced approach that prioritizes long-term relationships. Tune in for insights on fostering collaboration and optimizing strategies for both retention and expansion.

42:49

Creator website

Episode guests

Ozge Ozcan

AI Summary

AI Chapters

Episode notes

Podcast summary created with Snipd AI

Quick takeaways

Proactively communicating potential issues and managing customer expectations is crucial for maintaining trust in customer relationships.

The demand for versatile professionals in customer success reflects a shift towards driving revenue growth rather than solely focusing on churn management.

Deep dives

Minimizing Customer Surprises

Successful customer management in high-pressure roles involves transparency and communication. It is essential to minimize surprises for customers regarding potential problems, bugs, or competition risks. By proactively informing customers of issues early on, customer success managers can help to manage expectations and maintain trust in the relationship. This proactive approach does not imply failure in one's role; rather, it is a fundamental part of the job to address potential challenges openly.

Intro

5min

Protecting Retailers and Consumers Through Advanced E-Commerce Networks

3min

Navigating Hiring Trends in Customer Success and Revenue Growth

4min

Navigating the Complexities of Churn Management and Hiring Strategies

6min

Managing Churn and Promoting Growth

25min

#updateai #customersuccess #saas #business

Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) are joined by an insightful guest, Ozge Ozcan, Chief Customer Officer at Forter, to dive into the intricacies of customer experience optimization in the evolving world of e-commerce. Ozge shares her wealth of knowledge on navigating the delicate balance between growth and retention, highlighting the company's transition toward a strategy centered on expansion and profitability.

Timestamps:

0:00 - Preview, BS, & Intros

2:00 - Forter's services and impact

7:35 - Ozge's role in hiring and facilitating career transitions

12:51 - The downside of focusing solely on churn

17:25 - Cross-segment strategies and mindset shifts

20:15 - Establishing and managing a churn budget

28:30 - Tackling the "happy ears" problem

35:43 - Prioritizing customer signals

38:40 - Planning for the new year and beyond

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Ozge Ozcan: https://www.linkedin.com/in/ozgetuncel/

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

________________

Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Ozge Ozcan, Forter, e-commerce fraud prevention, customer experience optimization, discount misuse, enterprise customer strategy, churn management, customer retention, revenue growth, expansion opportunities, cross-segment strategies, headcount planning, Calendar detox, executive check-ins, net revenue retention (NRR), churn budget, mild-market churn, SMB churn, discount management, product investment, customer service mindset.

______________________

Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.

Get the Snipd
podcast app

Unlock the knowledge in podcasts with the podcast player of the future.

AI-powered
podcast player

Listen to all your favourite podcasts with AI-powered features

Discover
highlights

Listen to the best highlights from the podcasts you love and dive into the full episode

Save any
moment

Hear something you like? Tap your headphones to save it with AI-generated key takeaways

Share
& Export

Send highlights to Twitter, WhatsApp or export them to Notion, Readwise & more