CHURN FM

Today is a very special episode as we are celebrating our first anniversary of Churn.FM. We have now published a new episode every week for 52 weeks straight and what better way to celebrate the anniversary than by having the guest of our very first episode back on the show!  This week we have Brian Balfour, Founder, and CEO of Reforge. Reforge have Career Development Programs for Experienced Tech Professionals in Product, Marketing, Data, Design, and Engineering co-authored by Brian Balfour, Andrew Chen, and Sean Clowes.In this episode, Brian shared his new learnings on churn and retention since our last chat a year ago, why understanding your customer's habits are important to improving user activation, and a deep dive into the concept of survival analysis. Brian also shared his insights on why you should focus on a specific user activation flow, the importance of a vendor-champion relationship, and why jumping into quantitative data too fast can be misleading.It has been a year, and as usual, I'm always 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 James Mulvany, founder and CEO of Podcast.co and Radio.co In this episode, we talked about what drives James to keep building new companies in the content and streaming space, why the podcast industry is still full of untapped potential, and the importance of a personal touch in customer retention.We also discussed why James thinks world-class customer service is a key to resurrecting churned customers, why social media ads are underrated for retaining customers, and his biggest challenge in tackling Churn and 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 Emmanuel Straschnov, co-founder and co-CEO of Bubble. In this episode, we talked about the rise of no-code tools’ popularity, why Bubble decided to raise funding, and the challenges they face with churn due to the nature of their product.We also dived into the challenges Bubble faced when designing their customer onboarding, how their pricing strategy has evolved over the years, and why Emmanuel believes that qualitative insights are more valuable than quantitative analysis.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 Churn FM we have Nathan Barry, founder, and CEO of ConvertKit! In this episode, we talked about what drove Nathan to start ConvertKit, how switching to focus on a niche has impacted the company's product strategy and churn rate, and how it helped Nathan to focus on the right customer feedback.We also discussed when it doesn't make sense to worry about churn, the concept of gradual engagement and how ConvertKit applied it in their product, and why Nathan thinks every company is doing onboarding wrong. ConvertKit also publicly shares their revenue, churn numbers, and more at convertkit.baremetrics.com for you to check anytime.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 Churn.fm, we have Olga Andrienko, Head of Global Marketing at SEMrush.In today's episode, we discussed SEMrush’s rapid growth and how it affected their churn rate, why they decided to switch their focus to customer retention, and how they use social media to identify their ideal customer profile.Olga also shared how SEMrush used Easter Eggs to gamify user engagement and how they use the SEMrush community Facebook group to get users actively involved in product development.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 Churn.fm, we have Ziv Peled, Chief Customer Officer at AppsFlyerIn today's episode, we discussed how Ziv built AppsFlyer’s customer success team from scratch, how he set the key metrics, and how the team evolved to generate over $100 million in expansion revenue in the last 20 months for the company.Ziv also shared the three main things he looked for when hiring a new customer success manager at the start, why Annual Recurring Revenue churn is the most critical metric for a Customer Success team, and his future plans to prevent "customer champion 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 Churn.fm, we have Huw Slater, the Chief Financial Officer at Travelperk!In today's episode, we discussed the importance of looking at cohorts when measuring retention, how Huw goes about measuring a customers' lifetime value, and whether or not word of mouth can be measured. We also talked about the concept of a "growth ceiling" and how Huw evaluates opportunities that drive growth to allocate capital to.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 Churn.fm, we have Aazar Shad, Head of Growth at User Pilot!In today's episode, we discussed how Aazar realized User Pilot had a churn issue as they were rapidly growing, the signals he uses to identify churn risk, and how he went about building the customer success team from nothing. We also dived deep into the power of visualizing progress in the onboarding phase and how transparency can be a tool to keep your customers engaged.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 Churn.fm, we have Arundhati Balachandran, Director of Customer Sucess at Chargebee.In today's episode, we discussed about the role of Chargebee's customer success team in enabling expansion revenue, the specialization within the team, and the importance of cross-team collaboration in fighting churn.We also dived deep into how data plays a role in deciding customer touchpoints, the customer onboarding process within Chargebee, and Arundhati's one piece of advice for any company battling 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 Churn.fm, we have Yuval Keshtcher, the founder of UX Writing Hub.In today's episode, we talked about the art and science of UX writing, and how it can be a game-changer when it comes to improving conversion, reducing churn and increasing revenue.Yuval also shared how companies can use metaphors to maintain copywriting consistency, his step by step process in helping companies enhance their copy, and a real-life case study of a previous client of his.Lastly, we also talked about how using shady tactics and dark patterns can damage your brand and customer retention, andy why copywriting is the first step of reducing 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.