CHURN FM

Today on the show we have an extremely exciting announcement to make and I am joined by a special guest, Panos Papadopoulos, partner at Marathon Venture Capital.In this episode, we talked about what Panos misses the most about being an entrepreneur having made his move into venture capital.We also discussed why every VP or C Level of a company should spend time on support and dove into why communication and alignment within a team is critical when it comes to combating churn and increasing retention. We then discussed why Panos and team have decided to invest in a new startup I’m launching called Avrio. I’m extremely excited to share the news with you first on Churn FM as for those that don’t know, I started the show to build an audience before building a product, and after 2 years and 120+ episodes later, today is the day we’re launching. If you’re eager to find out what we’re building you can jump straight to the announcement at 25:00 minutes in.As always, and more so today 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 Wayne McCulloch, Global Head of Customer Success at Google Cloud (SaaS).In this episode, we talked about the evolution of Customer Success at Salesforce, the greatest challenge Customer Success reps face and Wayne then shared his biggest learning moving into the Customer Success industry.We also discussed the importance of data when it comes to customer success at Salesforce, and dove into how to build a CS framework to reach a Salesforce or Google Cloud level of sophistication.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 Etie Hertz, co-founder and CEO of Loris.ai.In this episode, we talked about why Etie decided to double down on support and build Loris.ai, how it works, and how their customers use it to reduce churn. We then dove into Etie’s experience building his previous company Payment Revolution. How they prevented churn at the very beginning and how they made sure to stay top of mind. Etie then shared how they dealt with the customer transition between Payment Revolution and ShopKeep when they got acquired.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 Jeremey Donovan, SVP of Revenue Strategy at SalesLoft.In this episode, Jeremey talks about his responsibilities as the SVP of Revenue Strategy at SalesLoft, what the word “Strategy” means to him and how he goes about implementing one. We also discussed how building free tools helps SalesLoft with lead gen, customer delight and ultimately retention, and Jeremey then shared some ideas he and his sales team implemented throughout the years to boost 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 Fletcher Richman, co-founder of Halp who now serves as the head of Product for Halp after the recent acquisition by Atlassian.In this episode, we talked about the role churn and retention rate when it comes to evaluating an investment opportunity. We then moved on to discuss what Halp is, the motivation behind building it, and how they made the decision to pivot from building an integration tool, to a standalone ticketing solution built on top of Slack and Microsoft teams.We also discussed how keeping it simple helps Halp measure churn and retention, and then dove into their unique and effortless land and expand strategy. We also chatted about how starting with small teams makes their sales process easier and gives them more opportunity for 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 Esben Friis-Jensen, co-founder and Chief Growth Officer at Userflow. In this episode, we talked about Esben’s experience building out the sales team at Cobalt and how they kicked their sales motion off the ground, what triggered the need for customer success 3 years in, and what the benefits are of having sales incentives as a customer success manager.We also discussed how customer video interviews keep the Cobalt team on the same page when it comes to their ideal customer profile, why product led growth led Esben to join Userflow, and we dove into how being late in the market helped differentiate Userflow from its competition. 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 Teresa Anania, VP of Global Customer Success and Renewals at Zendesk.In this episode, we talked about effective ways to measure the impact of Customer Success, how Zendesk runs “experimentation programs” within their CS team, and Teresa also explains why time to value is their go-to metric. We also discussed the role of a Practise Manager and their function within the team, how CS and sales work together in upsells and renewals, and how Zendesk makes sure to mitigate customer frustrations when being juggled between 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 Eric Keating, VP of Marketing at Appcues.In this episode, we talked about how Appcues differentiate themselves from the pack operating in such a competitive market, how they use their own service and why their marketing team owns customer onboarding. We also discussed how big successful companies got away with shitty customer onboarding experiences and why you cannot afford to do it now. We then dove into the importance of continuous onboarding, and talked about how Appcues uses a “product adoption score” to customize their onboarding flow to set up their customers for 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 TwitterChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Cactus Raazi, author of Price. In this episode, we talked about what drove Cactus to write Price, his theory on; should pricing be personalized to individual customers, and the different building blocks to create a more personalized pricing approach. We also discussed the starting point of the pricing conversation within a company, why pricing is often a guesstimation, and why that’s a problem, and lastly Cactus shares different ways to drive expansion revenue from existing customers, by rewarding loyalty.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 Harini Karthik, Head of data at Loom.In this episode, we talked about the ideal data setup at a company, where to start and how to build a data team that influences strategy and drives growth for the company.We also discussed why you should prioritize understanding the LTV of your customers as one of your first big data challenges and broke down a step by step guide on how to do it. We dove into how to identify where your users are coming from, the tech stack you’ll need, and lastly how to set up your historical revenue tables for analysis and building out dashboards. 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.