CHURN FM

Today on the show we have Shreesha Ramdas, SVP & GM at Strikedeck.Having lived through a couple of acquisitions, Sri shares his #1 learning and why he believes that founders should roll up their sleeves and work alongside the sales team, post-acquisition, as early as possible.  We also discussed the motivation behind Strikedeck, how to assess your customer success maturity cycle, and then dove into how to jumpstart a customer success program. 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 Ryanne Doumet, Customer Success Manager at PandaDoc.In this episode, we talked about what drove Ryanne to make the switch from media & advertising to customer success, how PandaDoc scaled their customer facing approach as the company scaled, and how they put together Customer Success decks to bring value to client conversions, using their own tool.  We also discussed the upsides and downsides of a Matrix organization, setting, tracking and measuring KPI’s, and we then dove into PandaDoc’s WISE framework, and why and how they build it.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 Basel Fakhoury, CEO & Co-founder of User Interviews.In this episode, we talked about what drove Basel to user research and why research participant recruiting specifically, how the team validated that "User Interviews" was the biggest pain point, and then Basel shared their process of idea exploration and how they invalidated their ideas, before reaching that AHA moment.  We also discussed the importance of marrying qualitative research with data analysis, how moving from a transactional to a subscription model affected churn, and we  then dove into their pricing research strategy and their decision to focus on expansion. 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 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.