EP41 | Carl Gold (Zuora) - Why fighting churn starts with finding the right metrics

Today on Churn.fm, we have Carl Gold, Chief Data Scientist at Zuora, and the author of the upcoming book, Fighting Churn with Data.

We talked about why Carl decided to write a book about fighting churn with data, why small companies need to determine the correct metrics in their journey to fight churn effectively, and how you can find the right metrics inside your product.

We also discussed why churn and retention should revolve around providing value, why using AI and machine learning to predict churn can be ineffective, and some case study examples of how companies fight churn by focusing on the right metrics.

Since it's the holiday season, we also have a special gift for this episode: we will choose five lucky listeners to get early access to the first four chapters of Carl's upcoming book and copy of it once it is completed. All you have to do is share this episode on Twitter, and we will do a random draw to choose the 5 winners.

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