CHURN FM

Today on the show we have Kris Rudeegraap, co-founder and CEO of Sendoso.In this episode, we talked about how Sendoso helps it’s customers retain and delight their customers, the different ways a sales team can help avoid or decrease churn, and how to make sure you’re selling to the right ICP. We also discussed Sendoso's sales strategy when they first got started and how it evolved, their ups and downs when it comes to churn and retention, and the changes they made in order to hit a net dollar retention close to 120% today.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 Marty Cagan, partner at Silicon Valley Product Group, and author of INSPIRED: How To Create Tech Products Customers Love, and Co-author of newly published EMPOWERED: Ordinary People, Extraordinary Products.In this episode, we talk about the tremendous gap between how the best companies operate and how the rest work, what they do differently and why, and then dove into Marty’s new book EMPOWERED and the motivation behind it. We also discussed how the best leaders empower their teams, how real product discovery and product work happens, and then talked about how alignment is a consequence of a good product strategy. Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Carlos Gonzalez de Villaumbrosia, Founder and CEO at Product School. In this episode, we talked about the evolution and future of product management, the motivation and story behind building Product School, and why Carlos believes retention is the future for sustainable growth.Carlos also then shares how they retain their students, how he set out to build such an amazing community, and how it adds value to their business and keeps students coming back.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 TwitterChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Christoph Janz, Managing Partner at Point Nine Capital.In this episode, we talked about what Christoph loves the most about being an investor and what he misses as an entrepreneur, we also discussed how back in the day companies were flying blind when it came to churn and retention, and we then dove into the inspiration behind the infamous “Five ways to build a hundred million dollar business” post.Finally, Christoph shared how much churn and retention come into the evaluation of companies he looks at and what are some of the best companies doing when it comes to actually retaining 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.

Today on the show we have Babis Makrynikolas, VP of Product and Pricing at Blueground.In this episode, Babis explains what Blueground is and what his role is responsible for as the VP of Product and Pricing, we then dove into his experience at Amazon with pricing and packaging strategies, their methodology, customer interviews and more. We also discussed Babi’s challenges moving from a data-driven company like Amazon, to a fast-growing startup, and how their Business Intelligence team at Blueground operates. 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 Jeff Heckler, global head of customer success at Pipedrive.In this episode, we talked about how Jeff went from being a numbers guy to a career in customer success, how Pipedrive’s CS team scaled from 15 to 55 people in just 18 months, and how the team is now structured. We also discussed the functions of a Customer Success operations team, the engagement and growth team within customer success, and the populations they serve. We then dove into KPI’s, key metrics, and how their team is empowered to drive success.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 Sharad Khandelwal, co-founder, and CEO at SentiSum.In this episode, we talked about what motivated Sharad to build SentiSum, how brands leverage their customer conversation data to help increase retention, and how many customer conversations companies have to have before a platform like Sentisum really makes a difference. We also discussed the different challenges organizations face when it comes to utilizing customer support data, how the market has evolved, and we then briefly chatted about how frustrating customer support bots can be, and their differences with automations. 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 TwitterChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Alfie Marsh, Head of US GTM at Spendesk.In this episode, we talked about Alfie’s responsibilities as Head of US GTM, the differences between the go-to-market strategies launching in the US vs the UK, and the different ways their sales team contributes to retention.We also discussed the positive impact on churn by knowing exactly who your ideal customer profile is when sourcing outbound leads, identifying and reaching out to outbound prospects and how product positioning has the power to transform your 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 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 Srikrishnan Ganesa, co-founder and CEO of Rocketlane.In this episode, Shri shares his experience navigating through a couple of acquisitions and how trust is the main component that ensures a smooth integration between the companies, Shri also shared what Konotor (his first startup) did prior to being acquired by FreshWorks and what their growth looked like leading to the acquisition. We then discussed how Freshchat changed their target customer by taking a step back and taking a look at the overall market, how that decision accelerated its growth, which then inspired Shri to take the leap once again and build a new product, Rocketlane.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 Paul Lynch, CEO at Chargify. In this episode with Paul, as a venture partner at Scaleworks we talked about their focus on investing in companies and operating them to drive growth, how they decide which companies to invest in and the enormous impact churn and retention has on making their investment  decisions.  We also discussed how Chargify sets targets and the metrics they need to focus on, why a data analyst should be one of your first hires, or not, and lastly... is there such a thing as acceptable 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.