CHURN FM

In this engaging conversation, Kyle Poyar, Co-founder and Operating Partner at Tremont, shares his transition from consultant to SaaS pricing expert. He discusses the shift from seat-based to success-based pricing, highlighting the challenges and strategic advantages involved. The role of AI in enhancing customer value and retention is underscored, alongside actionable tips for aligning pricing with customer success. Kyle also explores the need for tailored solutions and provides insights into overcoming market challenges to drive growth and reduce churn.

Today on the show we have Tim Schumacher, the Co-Founder of SaaS Group, a company specializing in acquiring and scaling SaaS businesses.In this episode, Tim shares his insights on how SaaS founders can prepare their businesses for acquisition, covering key metrics, processes, and strategies to stand out in the market.We then discussed the importance of revenue, profitability, and team structure in determining valuation and how SaaS Group evaluates potential acquisitions.We wrapped up by exploring post-acquisition integration, including how SaaS Group supports acquired companies to maximize growth while maintaining their unique culture.Mentioned ResourcesTim Schumacher Saas.groupSedo.com GoDaddyOpen AI Adobe FigmaChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Elliott Poppel, CEO and founder of General Collaboration, shares his journey from working at Meta to launching a new communications platform. He discusses identifying activation milestones that distinguish engaged users from casual visitors, emphasizing their role in boosting early retention. Elliott also addresses the challenges of merging multiple tools into a user-friendly experience while navigating notification overload. Lastly, he reflects on lessons learned as a three-time founder, highlighting the balance between user acquisition and sustainable growth.

Elias Torres, Founder and CEO of AgencyAI and former VP of Engineering at HubSpot, discusses his journey from selling Drift for $1.2 billion to launching an AI-driven customer success platform. He highlights the role of AI in streamlining customer interactions and emphasizes the shift toward outcome-based pricing models. Elias also tackles the challenges of scaling success teams and the necessity of a unified 'customer brain' for better insights. His vision for a $10 billion company showcases the transformative power of technology in enhancing customer engagement.

In this discussion, Crystal Widjaja, an Executive-in-Residence at Reforge and angel investor, shares her insights on leveraging data for growth. She emphasizes the importance of well-structured retention funnels and effective onboarding experiences to boost user engagement. Crystal dives into user behavior, highlighting how segmentation can unlock exponential growth. She also warns against the pitfalls of bad data and advocates for proactive insights and nuanced analysis over standard dashboards. Actionable tips for improving retention metrics are sprinkled throughout the conversation.

Today on the show, we have Krishna Raj Raja, the CEO of SupportLogic.In this episode, Krishna shares his journey from engineering at VMware to founding SupportLogic, a platform that transforms support interactions into actionable customer insights.We discuss his approach to turning support into a growth engine by monitoring customer interactions for hidden signals that can prevent churn.Finally, Krishna reveals how leading companies are adopting a proactive support experience management strategy, showing significant reductions in customer escalations and increases in expansion.Mentioned ResourcesKrishna Raj Raja  SupportLogicSupport ExperienceCloudPhysicsVMware Palo Alto HotjarZendesk ChatGPT       Salesforce Tableau MuleSoft SnowflakeDatabricksNokiaRed HatStarbucksService CloudFreshdeskOracleSAP   KubernetesAdobeAppleRubrikNotionChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Ruslan Nazarenko, the Head of Growth at Scale AI.In this episode, Ruslan shares his approach to boosting retention in marketplace models through strategic engagement and quality management. He dives into Scale AI's unique model for retaining skilled gig workers, emphasizing how tailored experiences can overcome common marketplace retention challenges.We then explore the role of dormancy and reactivation in maintaining a resilient workforce, and how Scale AI balances high-quality standards with user engagement to create a robust marketplace ecosystem.We wrapped up by exploring the critical role of company culture in driving sustainable growth, the value of setting ambitious goals, and Ruslan’s insights into building a resilient, motivated team that drives growth. Mentioned ResourcesScale AI  Substack  Respeecher RefaceQuokkaBirdEtsyPanel AISuperhuman      Gaurav Vohra UberLyftLIME AI   HotjarChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Gaurav Vohra, Head of Product Growth at Superhuman.In this episode, Gaurav shares how Superhuman transitioned from a solo (single-player) tool to a powerful team-based (multiplayer) product, enabling them to break through their growth ceiling.We explore the deliberate strategies behind Superhuman’s shift to team use, including the challenges of adapting a high-quality, individual-focused product for broader team functionality. Gaurav discusses the key product changes that made Superhuman invaluable for entire teams, creating new growth pathways and expanding Superhuman’s market reach.Mentioned ResourcesSuperhuman Oliver Wyman ReportiveMohannad Ali HotjarAppleKingstonSlackNotionWiki      Slack Connect HubSpotSalesforceChatGPTNetflixSpotifyDuolingo Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform.In this episode, Evgenia shares her decade-long journey in B2B SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements.We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing  simplicity, decision-making, and critical thinking in customer success.Mentioned ResourcesLoyaltyPlantCustomer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Adam Fishman, interim SVP of New Products at Mozilla and a growth advisor to various startups.In this episode, Adam dives into the concept of controllable vs. seemingly uncontrollable churn, sharing strategies he used at Patreon and Imperfect Foods to effectively manage churn.He explains how to identify what appears to be out of your control and the tactics that can tame it, turning seemingly uncontrollable churn into manageable factors. From improving customer onboarding to managing expectations, Adam reveals how focusing on the right areas can significantly impact retention and drive growth.Mentioned ResourcesStartup Dad PodcastMozillaImperfect FoodsFishman AF NewsletterReforgeChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.