CHURN FM

Today on the show we have Daniel McCarthy, Director & Co-founder of Theta.In this episode, Daniel shares how he founded two companies all while doing his master’s degree and teaching at a university.We then discussed the key metrics companies should start tracking to build their evaluation scorecardAnd how investors use it to set a company’s valuation and we wrapped up by discussing the relationship between customer acquisition costs and organic acquisition and it’s impact on valuation.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 Dominic Constandi, Chief Customer Officer of ZoomInfo.In this episode, Dominic shares his favourite country he has visited and how the experience has influenced his work in customer success.We then discussed what separates Disney from all other theme parks and we wrapped up by discussing how ZoomInfo unifies the customer experience across the various touch points and stops their customers from feeling like they are going through a generic process.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 Darius Contractor, Angel Investor & Advisor.In this episode, Darius shares how he evaluates and selects companies to work at and invest in with his incredible track record at companies like Airtable, Dropbox, and Facebook.We then discussed the psych framework he developed to help evaluate websites and onboarding experience. Why adding friction to onboarding can be a good thing in B2B SaaS and we wrapped up by discussing activation lessons that Darius has learned throughout his career.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 at 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 Rupesh Rao, Founder, and CEO of CogniSaaS.In this episode, Rupesh shares how he managed his career to optimize learnings before taking the leap over to entrepreneurship.We then discussed how you can switch your customer onboarding focus from a task-based to an outcomes-based approach and the impact it has on retention and we wrapped up by discussing how to manage priorities between departments and remove communication silos while onboarding new 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 at 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 Fio Dossetto, Editorial Lead at Postmark and Founder of Content Folks.In this episode, Fio shares the origin story behind her team's comic “Dun Dun Dunning” and the learnings and best practices she came across while producing the comic.We then discussed the early content mistakes at Hotjar and how the team made a major turnaround with product-led content and we wrapped up by discussing how to repurpose content generated for acquisition to drive 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 at 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 Matt Young, CEO of UserVoiceIn this episode, Matt shares how he has navigated the shift from CTO to CEO with his biggest learning along the way.We then discussed how UserVoice uses its product to collect user feedback, why user interviews are the most impactful form of customer feedback, and how you can maximize the time invested while doing them and we wrapped up by discussing how to avoid confirmation bias while conducting your research.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 at 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 Dileepan Siva, CEO and Founder of Upscribe.In this episode, Dileepan shares how Upscribe helps direct-to-consumer e-commerce brands build recurring revenue, reduce churn, and increase acquisition.We then discussed why the most significant drop-off happens within the first 90 days for B2B & B2C subscription businesses and we wrapped up by discussing the consumption challenges of building a subscription e-commerce businessAs 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 at 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 Paul Harwood, a Co-founder of UseristicsIn this episode, Paul shares why dealing with churn in different markets can vary wildly whilst the blended metric may look the same across them.We then discussed how to define user segments for your research and we wrapped up by talking through the differences between behaviour vs attitudinal reasons for 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 1directly at 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 Luka Kankaras, a Product Specialist at UsersnapIn this episode, Luka shares an overview of the framework Usersnap used to increase retention. How they collected feedback to diagnose their challenges and prioritized what to tackle first.We then discussed how Usersnap reduced churn by expanding the use cases of their product and we wrapped up by discussing how the team used OKRs to align and focus their attention on 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 at 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 Jamie Shanks, CEO and Founder of Pipeline Signals.In this episode, Jamie shares how his experience building Sales for life rolled into Pipeline Signals.We then discussed why social monitoring your accounts is critical in reducing churn and we wrapped up by discussing some key metrics identified through growing Pipeline Signals and why 3% of your CRM contacts become obsolete each month.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 at Andrew@churn.fm. Don't forget to follow us on Twitter.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.