CHURN FM

Today on the show we have Romaric Philogéne, Co-founder and CEO of Qovery.In this episode, Romaric shared why his previous start-up didn’t work out and how they pivoted into Qovery, we then talked about the challenges of being a customer-centric company, and their unique approach to building their customer success team by hiring their customer personas as Customer Success representatives. We then dove into why Qovery has minimal churn, and how they build trust with potential customers at every touchpoint by delivering upfront value. 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 James Mayes, CEO, and co-founder of Mind The Product.In this episode, James shared a couple of lessons from his first failed startup and why he decided to join a growing startup after.We then dove into how James and the team at Mind The Product pivoted the business to a subscription-based model during Covid, the research they conducted to identify what should be a part of the offering, and how they expanded the offering over time.We finished off with James sharing about the acquisition by Pendo and what’s next for Mind The Product.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 Andrew Peterson and Spencer Dent, Founders of Clozd.In this episode, they shared how they came up with the idea to build Clozd, and how they help their clients uncover the qualitative pieces of the puzzle they need to really understand all the nuances that went into their customer’s decision to churn.We then dove into why you should interview the decision-makers of companies that have churned, the benefits of recruiting a third party to conduct the interviews, and they also shared some of the key questions you should be asking in order to get the most out of the calls. 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 Steffen Hedebrandt, Co-founder and CMO of Dreamdata.In this episode, Steffen shared how documenting quality content and sharing it on social opened many doors for him, he also what Dreamdata does and how they offer multitouch account-based attribution.We then dove into the power of positioning and understanding who your ideal customer profile is on churn and retention, how Steffen and the team orient all their marketing and sales efforts around their ICP for healthier retention, and he explains why they turn customers away that don’t fit their ICP. 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 Jonathan Widawski, Founder and CEO of Maze.In this episode, Jo shared how Maze emerged out of a need to validate assumptions fast about a previous startup he founded. He continued to share how the prototype evolved into the company we know today.We then dove into how Jo and the team are introducing a sales motion on top of their existing product-led strategy and the challenges that come with it. Finally, we discussed how they segment and analyze their churn and retention, and how they use this segmentation to prioritize their product roadmap.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 David Darmanin, Founder and previous CEO of Hotjar.In this episode, David shared what he misses most about being the CEO of Hotjar, and what led him to realize it was time to step down and hand over the role. We then dove into the importance of giving your people the freedom to fail, how Hotjar reduced churn by doubling down on their ICP in their go-to-market strategy, and the differences between acceptable and worrying churn. David then explains the Hotjar ethos and the impact it has had on the company. 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 Kyle Pursell, Senior Lead of Growth Marketing at Shopify.In this episode, Kyle shared his biggest lesson upon joining Shopify on how they effectively enable collaboration across the various cross-functional functions and how they maintain alignment through a powerful company mission.We then dove into how Kyle and the team measured PMF at Inman when switching to a subscription business for their content. We dove deep into how you can leverage email to increase engagement and retention and the tradeoffs you need to consider with email frequency to mitigate 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 Maranda Dziekonski, Chief Customer Officer at Swiftly.In this episode, Maranda shared her early career experience and how she made a move from the factory production line to an office role and later into Customer Success.We then dove into Maranda’s framework for assessing the Customer Success function when joining a new company, how she went about splitting out the high-touch customer success function at Swiftly, and we closed off with some tips and hiring advice for Customer Leaders building new teams.  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 Bryan Plaster, CEO, and Co-founder of CompleteCSM.In this episode, Brain shared his experience starting customer Success from scratch at multiple organizations and helping Informatica and Talend move from on-premise software sales to a cloud subscription business.We then talked about the evolution of Customer Success over the last 15 years followed by how to create customer evangelists using workshops and success days. We wrapped up the episode with Bryan sharing the motivations for starting CompleteCSM and how they help their customers uncover the customer signals throughout their lifecycle.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 Aggelos Mouzakitis, Product-led growth Lead at Glofox.In this episode, Aggelos shared his take on product-led growth followed by the biggest misconceptions and mistakes companies make when they think about adopting a product-led strategy.We then discussed why companies need to forget the data and analytics and take a more human approach to diagnose churn and retention. We dove into methods, tactics, and stages of the user journey that you can focus on to extract meaningful insights and help you truly understand the reasons for churn and not just the surface-level response we typically get in exit surveys.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.