CHURN FM

Today on the show we have Alison Prator, Director of Customer Success at Float. In this episode, Alison shared her experience transitioning from leading a sales team to leading a whole department across sales, account management, and support. She walked us through the natural evolution these teams make as they grow into areas of specialization. We then discussed how feedback loops between customer success and product teams are challenging to close, and ultimately solving the problem is a cultural challenge. As usual, I'm excited to you think of this episode, and if you have any feedback, I would love to hear from you.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Tony Sternberg, co-founder and CEO of Prosper Stack. In this episode, Tony shared the challenges of selling a business and the importance of churn and retention in the review process, and the final valuation they got. We then discussed how you can use tailored user experiences to reduce voluntary churn and leverage your company's data more effectively. 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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Maria Blakeway, Senior Vice President of Customer Success at Pushpay. In this episode, we discussed the reactive nature of customer success teams in hyper-growth startups and how Pushpay evolved its customer success approach from reactive to predictive. We also discussed the importance of a cultural shift and mindset change within the organization, grounding the customer success team on a mission and vision for success that is shared widely with the entire team. 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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Nik Mijic, Co-founder and CEO of Matik. In this episode, we discussed the importance of effectively communicating the value you deliver to customers and how to build an ROI calculator. We also ran through an example of setting up a monthly review with your customers, the data sources to include, and how to set it all up. As usual, I'm excited you think of this episode and if you have any feedback, I would love to hear from you.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Eric Melchor, head of Partnerships and Personalization Ambassador at OptiMonk. In this episode, we discuss the increasing demand for personalized end-user experiences and best practices observed in the market by Eric. We then dove into why focusing on pre-purchase experiences and insights is far more valuable for improving retention than focusing on churned customers. 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. Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Robin Singhvi, founder, and CEO of SmartCue, a platform that allows sales teams to create personalized product demos. In this episode, Robin shares his experience in building a startup and the challenges he has faced along the way.Robin emphasizes the importance of having champions inside organizations to help navigate and validate the product roadmap. These champions provide valuable feedback and insights that help improve the product and increase usage, word of mouth, and loyalty. Robin also shares tips on how to create buzz around new features and offer excellent customer support to increase channel retention.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. Don't forget to follow us on Twitter.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Foti Panagiotakopoulos, co-founder and CEO at Growth Mentor.In this episode, we talked about the origin story of Growth Mentor and his struggle trying to learn without a mentor which ultimately led to the idea of Growth Mentor.We also discussed how their biggest channel for growth is their mentors themselves, the high-touch human model they use, and the importance of doing things that don’t scale.We wrapped up by discussing the challenge of sorting through data to create a predictive churn model, and the importance of looking for success indicators rather than churn prevention.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Eleanor Dorfman, Sales Leader at Retool.In this episode, Eleanor shares her experience in balancing priorities in her roles sitting at the intersection of sales and success.We then ran through how Segment and Retool approach tackling churn in a downturn along with the 5 questions sales and success teams should always be able to answer about their customers at any point in their lifecycle and we wrapped up by discussing how adding friction to onboarding can be a great way to increase activation and retention.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. Don't forget to follow us on Twitter.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Steve Hazelton, Founder and CEO of Sturdy.In this episode, Steve shares his experience with the varying levels of acceptable churn as your company grows and how to decrease it over time.We then discussed how pricing can be leveraged to increase retention and how you can reduce onboarding fall-off rates in enterprise deals by charging your customers upfront and we wrapped up by discussing the pros and cons of predicting vs preventing churn.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. Don't forget to follow us on Twitter.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Hubert Palan, Founder, and CEO of Productboard.In this episode, Hubert shares his experience as an early hire at GoodData through their rapid expansion and how it ultimately led him to discover the pain that Productboard now solves.We then ran through how Productboard prioritizes their product backlog and defines their product strategy. Why understanding your ideal customer profile is critical in building a retention-driving product, and we wrapped up by discussing how layering on a services component can have a big impact on customer churn for your enterprise customers.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. Don't forget to follow us on Twitter.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.