CHURN FM

Today on the show we have Diana De Jesus, Customer Success Manager Strategist at Catalyst.In this episode, Diana shared her advice on how to break into and land a role in customer success, sharing tips she took personally to do so. We then talked about support-driven growth, what it is, where it works best, and how you can apply it.We also discussed how customer support and customer success can best work together and why Catalyst has customer support as a part of their customer success 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. 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 Christian Wiklund, founder, and CEO at unitQ.In this episode, we talked about the huge importance of monitoring the quality of your product, what lead Christian to build unitQ, and how they help companies improve retention, growth, and engagement.  We also discussed how data silos across departments slow things down, and how companies need cross-functional data on demand. Christian then talks about million-dollar bugs, how we measure product quality, and how online reviews can make or break your business. 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 Chris O’Neil, Chief Bussiness Officer at Glean. In this episode, we talked about how joining Google and being around great mentors helped Chris with his career track and where he is today. Chris then shares what you need to get started as a leader to set yourself up for success in the long run. We also discussed the importance of alignment, clarity, and cohesion across a team and how to achieve it, followed by examples on how Google, Slack, and Evernote successfully put their vision statements to use with clarity. Finally, Chris explains what Glean is, and what his role as CBO includes.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 John Zeratsky, Co-Founder of Character, and the best-selling co-author of Sprint: How to Solve Big Problems and Test New Ideas in Just Five Days.In this episode, we talked about John’s time at Google Ventures, and how they helped hundreds of early-stage startups find product-market-fit using Design Sprints. John then talked about how they first came up with the idea for Design Sprints and why they followed on to develop the process further and productize it into a book.We then went over the different stages of a design sprint and discussed how using this model can help companies increase 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 Nash, founder, and CEO of Integry.In this episode, Nash shares the hardest part of starting a company straight out of school, and the perks of naive optimism when starting a company. We also discussed what is Integry and how the company was born, the impact of integrations on retention, and the main differences between B2C and B2B, when it comes to churn 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 Philipp Wolf, founder of Custify.In this episode, Philipp talks about what triggered his career shift from the security industry to customer success, what Custify does, and how it helps its customers with churn, retention, and growth.  We also discussed the evolution of the customer success software market, the importance of data hygiene when moving to a Customer Success platform, and how Custify helps its customers build their customer health score systems.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 Tomer Suarez, Co-Founder and CEO of Interai.In this episode, we talked about Interai’s mission to bring consumer technology to enterprise companies, and how they use visual data mapping to bring together an organization’s legacy tools without a single integration. Tomer then explains the process B2C enterprise companies need to take in order to achieve a 360 customer view, the problems they may face, and ultimately how it impacts retention. Finally, we discussed how customer service can shift from being cost center to a profit center.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 Sonciary Pérez , co-founder of Quala.In this episode, Sonciary explains what exactly is Frontline Intelligence, and how Quala helps Customer Success practitioners to be seen as customer intelligence leaders that help drive growth within an organization.We also discussed what you need to look out for when building a Customer Success team from the get-go, why Quala’s Product Marketing team strategically comes from Sales and Customer Experience, and finally shares why their highly engaged customers at Promoboxx churned. 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 Kevan Lee, Head of Marketing at Oyster HR.In this episode, we talked about Kevin’s experience with churn and retention at Buffer, Polly, and Oyster HR, and how the main reasons for churn differed at each company due to their business models and customer segments, and we then discussed the role marketing played in each case to reduce 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 Louis Rosenfeld, publisher and founder at Rosenfeld media.In this episode, we talked about what information architecture is and how it led to the formation of Rosenfeld Media, how the UX Design space is evolving, and the importance of understanding your customers' needs when building out your product’s information architecture.  We also discussed Lou’s plans to introduce Memberships and Subscriptions at Rosenfeld Media and how introducing Attendee Cohorts at their conferences, increased retention, and engagement of their community. 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.