CHURN FM

Today on the show we have Ziv Peled, Chief Customer Officer of AppsFlyer.In this episode, Ziv shared his experience trying to gain balance between in-office and remote work post-covid for his team and the functions of their Customer Success Operations team that makes it all happen that supports over 240 CS team members across the world.We then discussed the sophisticated custom data and analytics setup AppsFlyer have between Salesforce and Looker for the Customer Success team and we finished off by discussing the learnings from aligning Customer Success compensation with engagement metrics.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 Firaas Rashid, CEO, and co-founder of hook.In this episode, Firaas shared his experience both from a buyer and seller's side regarding enterprise software. We then discussed how companies could best implement new software to gain ROI immediately, why you should stop selling features and start selling transformations, and how you can use user acquisition tactics post-acquisition to impact 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 Claudiu Murariu, CEO, and co-founder of InnerTrends.In this episode, Claudiu shared best practices on how to get started setting up data analytics tracking, metrics and properties to consider, and why a tracking plan is essential.We then discussed how to identify and select your onboarding and activation metrics for companies at different stages in their growth cycle and we finished off by discussing how to effectively analyze churn and retention with your data.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 Lowell Ricklefs, CEO, and co-founder of Traction Advising.In this episode, Lowell shared his experience from a buyer’s perspective of SaaS businesses, the reasons to acquire vs buy, and how they evaluate potential acquisition targets.We then approached acquisitions from the seller side and talked about when the right time is for Founders to start to think about an acquisition, the steps they should take before they begin the process, and the key metrics that influence the valuation they get.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 You Mon Tsang, CEO, and co-founder of ChurnZero.In this episode, You Mon shared his experience building and exiting 3 companies and the lessons he bought with him when starting ChurnZero.We also touched on his pragmatic approach to entrepreneurship and the naming of his company. We finished off with a discussion on net revenue retention and how the market's perception has changed of this metric over time.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 Michael Winnick, founder, and CEO of Dscout.In this episode, Michael talked about how user research has changed over the years, and how data analytics and research teams should work together to get the maximum ROI. Michael then dove into how to fight your internal bias when it comes to user research, how Dscout drives growth by doubling down on creating a human relationship capital, and what they do to prevent champion departure 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 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.