CHURN FM

Today on the show we have Louis Grenier, podcast host of Everyone Hates Marketers and the creator of the 8 week course called Stand the fuck out.In this episode, we talked about how the course can help you and your business STFO and why you need to. We also chatted about the motivations that led him to create it in the beginning.We also discussed why Louis hates the idea of category creation and what he believes you should aim for instead, and then dove straight into the different steps you need to take to achieve radical differentiation. Finally we discussed why big brands and market leaders can afford not to be different.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 Nick Fogle, co-founder of Churnkey.In this episode we talked about what Nick hated about being a lawyer so much that he decided to take a job as a shuttle driver, and learn how to code between rides.  We also discussed the moment he realized his first startup was about to hit it’s growth ceiling due to extreme high churn, how they optimized their offboarding flow for retention and finally how this experience motivated him to launch Churnkey and help other companies with 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 Tadas Labudis, co-founder and CEO of Prodsight.In this episode, we talked about how multiple channels and siloed feedback can be a company’s biggest customer feedback analysis challenge, and how good data hygiene is the foundation of data collaboration across teams.   We also dove into why you should rethink your churn exit survey and what you can do instead. Lastly we discussed the different ways you can analyze churn against support tickets and feature requests.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 Julien Codorniou, VP of Workplace from Facebook.In this episode we talked about Facebook’s obsession with user satisfaction, adoption and retention, how Workplace first started as an internal tool for facebook employees and why they decided to turn it into a business.We also discussed Workplace’s superpower and how they differentiate from their competition, we also dove into their top-down and wall to wall growth and go-to market strategy, and finally discussed their biggest churn risk and how demand dictated the products’ direction.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 Hicken, CEO at 'nuffsaid.In this episode, we talked about what drove Chris to build 'nuffsaid, and how it helps Customer Success teams. How userstesting.com conducts user testing to mitigate churn, and he also shares the 3 most common user testing mistakes that companies make. We also discussed the fundamentals of building an effective low-touch customer success model, how to level up it’s maturity and the skill sets needed to do so at each level.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 Ashvin Vaidyanathan, author and CCO at Gainsight.In this episode, we talked about the power and impact that Customer Success and Product teams have when joining forces, why Ashvin created a Customer Experience position to act as a liaison between the two teams and how they have a common north star metric they focus on.We also discussed how the CS team determines which pain points are important to act upon, what that process looks like, how they measure the impact of multiple teams sharing one metric, and how a customer success team of over 150 professionals is structured.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 Rav Dhaliwa, Investor and Venture Partner at Crane Venture Partners.In this episode, we talked about Rav’s impressive career heading up CS at some of the top hyper-growth SaaS companies, how he’s seen the industry evolve over the past 15 years, and why CS leaders have two customers: the ones they serve externally and the teams they need to sell their value to internally.Rav also shared tips on how to get started when setting up customer success and the one thing CS teams are getting wrong all around and how to improve 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 Francis Suarez, Mayor of Miami.In this episode, we talked about the mass migration of startups and talent from places like San Francisco and New York to Miami. How Mayor Suarez retains his citizens by treating them as his customers, and what his citizen success team looks like.  We also discussed how the Mayor attracts VC’s to the city, how he onboards new citizens for success, Miami’s development roadmap, and how Miami is incentivising tech companies to make the move. 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 Erica Ayotte, VP of Customer Success at Privy.In this episode, we talked about the importance of having deep expertise in a Customer Success team and how every CS manager at Privy has their very own unique superpower. Erica also explains how Privy successfully manages to provide a high-touch model feel to their customers at scale. Erica also shares the tactics she uses to grab her customer’s attention when sharing helpful advice, how Customer Success, Product, and Marketing collaborate and share responsibility around customer communication at Privy, to avoid bombarding 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.

Brian LaFaille, Global Head at Google, discusses customer retention post Google acquisition, Looker's explosive growth, and his behavior mapping exercise. They also talk about working remotely at Google, Google Cloud's growth, and the benefits of the Looker acquisition. Additionally, they discuss shifting to a low-touch approach, building connections with customers, and the launch of the customer success field guide.