Today on the show we have James Hawkins, CEO and co-founder of PostHog.In this episode, James shares his experience navigating growth and retention at PostHog. He discusses his journey from working in outbound sales to leading a product-led growth startup and the importance of an inbound-focused approach.We delve into how PostHog defined and focused on their ideal customer profile (ICP) of engineers, which not only shaped their product development and marketing strategies but also influenced their unique team structure, where every team member can code.We wrapped up with James talking about the transition from self-hosted to cloud services and their strategic shift to usage-based pricing.Mentioned ResourcesPostHog  Arachnys Jira  GitHub Hacker News KubernetesAWSCloudflareZendeskChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Today on the show we have Baird Hall, the co-founder of Churnkey.In this episode, Baird shares his experience in developing effective reactivation campaigns and the importance of segmentation in retention strategies.We then discussed how small changes in retention tactics can have a monumental impact on high-volume subscription businesses, and the role of dynamic, personalized cancellation flows.We wrapped up by exploring Churnkey's evolution from a tool-based approach to a comprehensive retention platform, and the future of AI-driven churn prediction.Mentioned ResourcesChurnkeyHotjarChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Today on the show we have Jason Oakley, the founder of Productive PMM and former Director of Product Marketing at Klue and Chili Piper.In this episode, Jason shares his experience in building product marketing from the ground up, focusing on the critical areas of positioning, messaging, and buyer enablement.We discussed how these elements play a crucial role in driving customer success and improving retention, along with practical strategies for implementation.We wrapped up by discussing the role of product marketing in working with sales, customer success, and product teams to ensure a seamless customer experience from onboarding to retention.‍Mentioned ResourcesProductive PMMUserEvidenceChili PiperChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Today on the show we have Joe Leech, a Coach to CEOs with 18 years of tech experience, working with over 30 startups and FTSE100 giants.In this episode, Joe shares his insights on retaining top talent and preventing team churn.We discussed the common mistakes leaders make in micromanagement and hiring and we wrapped up by exploring effective onboarding strategies for new leaders.Mentioned ResourcesJoe Leech cxpartners Marriott.comeBayDavid Darmanin    HotjarName It to Tame It Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Today on the show we have Mark Stiving, the founder of Impact Pricing and author of "Selling Value", "Impact Pricing", and "Win Keep Grow".In this episode, Mark shares his experience in the intricacies of pricing and packaging strategies, emphasizing their impact on customer retention and expansion.We then discussed understanding customer value, overcoming internal biases, and the importance of iterative pricing strategies. We wrapped up by exploring actionable insights on leveraging pricing metrics to enhance customer engagement and reduce churn.Mentioned ResourcesImpact PricingSelling Value BookImpact PricingWin Keep GrowChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Today on the show we have Justin Vandehey, the Director of Partner Integrations and Development at Culture Amp.In this episode, Justin shares his experience in growing Disco, a Slack-based employee recognition platform, which was acquired by Culture Amp.We then discussed how Disco initially started as an email-based integration and the challenges they faced with user engagement. Justin dives into the pivotal decision to switch their activation channel to Slack, which significantly boosted virality within companies.We wrapped up by exploring the strategies Disco used to maintain growth during the pandemic and how they adapted to changing market conditions.Mentioned ResourcesCulture AmpSlackThe Bridge RoundChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Today on the show we have Miruna Dragomir, CMO of Planable.In this episode, Miruna shares her experience in optimizing user acquisition for long-term retention. We discuss her transition from large corporations like Uber and Oracle to an early-stage startup, Planable, and how she built and scaled the marketing team.Miruna also delves into the integration of customer success and marketing, the retention strategies she used at Uber, and effective reactivation tactics. We wrap up by exploring the challenges of B2B versus B2C marketing and the importance of creating user habits for sustained retention.Mentioned ResourcesPlanableUberOracleAgoraPulseGithubChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Today on the show we have Martin Gonto, the Co-Founder and GTM advisor of HyperGrowth Partners and interim CMO at Vercel.In this episode, Gonto shares his experience in identifying and leveraging anti-retention metrics to optimize product strategies.We then discussed the concept of next best actions and how these strategic steps can significantly enhance user retention.We wrapped up by exploring practical examples from Gonto's work with various companies, highlighting actionable insights for startup growth.Mentioned Resources:HyperGrowth PartnersDeepgramAshbyRetoolAuth0VercelVueCursorGitHubCoPilotSiriusChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Today on the show we have Andy Carvell, CEO and Co-Founder of Phiture.In this episode, Andy shares the framework Phiture uses to increase mobile app retention, drawing from his extensive work with companies like SoundCloud and VSCO.We discussed the future of mobile app interactions, including the potential of voice interfaces, AI, and wearable technology, and how these innovations fit into future growth strategies for mobile.We wrapped up by diving into the importance of having a solid data tracking plan and Andy shared Phiture's systematic approach to help companies optimize their user engagement and retention strategies.‍Mentioned ResourcesPhiture SoundCloud VSCO Brian BalfourReforgeBrazeFishBrainPhiture Taxonomy TemplateChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Today on the show we have Tamara Grominsky, the Chief Strategy Officer at Unbounce.In this episode, Tamara shares her experience in optimizing cancellation flows to reduce churn.We then discussed how Unbounce implemented a data-driven approach to understand the reasons behind customer cancellations and how they tailored their strategies to different customer segments. We wrapped up by exploring the importance of cross-functional collaboration in driving successful churn reduction initiatives.Mentioned ResourcesUnbouncePMM CampKajabiChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS