CHURN FM

Today on the Churn.fm, we have Chris Savage, the CEO and Co-founder of Wistia!In today's episode, we talked about how having a creative brand can help retain loyal customers, how churn and retention have changed in Wistia over the years, and why qualitative data is irreplaceable.Chris also shared the story of why he and his co-founder decided to take on $17M in debt, things he wished he realized earlier in regards to churn, and the ownership of churn metrics within Wistia. We also talked about expansion revenue and its' importance, how Wistia uses their own product to improve customer retention, and Chris' pieces of advice on churn and retention for those who are just starting out.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 Emeric Ernoult, CEO and Founder of Agorapulse. In this episode, we talked about the role of communities in customer retention and using social media as a channel for customer support.Emeric also shared his learnings about churn and retention in his entrepreneurial career. He dived deep into his past churn metrics, future goals, and how he plans to further tackle churn at Agorapulse. We also talked about how to design your product roadmap based on customer feedback, and how you can package your product to appeal to new and different audiences.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. Now enjoy the episode.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on Churn.fm we have Bob Moore, serial entrepreneur and the co-founder and CEO of Crossbeam, a platform that helps companies find overlapping customers and prospects while keeping the rest of their data private and secure. Bob was also the founder of RJ Metrics and Stitch, two data analytics startups that got acquired by Magento and Talend respectively.In this episode, Bob shared his experience on how his company’s churn rate affected their acquisition value, how partnerships can be a powerful tool to fight churn, and why he decided to build Crossbeam.We also discussed why Bob considered RJ Metrics exit as a $2.6 Billion fail, how better product positioning helped them decrease churn, and how a change in your customer mindset can affect your product-market fit.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. Now enjoy the episode.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

I wish you a happy new year, and hope you are having a great start of the year! Today on Churn.fm, we have Casey Graham, CEO and Founder of Gravy, a subscription payment recovery service that helps companies fight involuntary churn.We talked about how Casey's experience with bad customer churn inspired him to start Gravy, the main reasons for failed payments in SaaS businesses, and why Casey thinks a hands-on, human approach is the best way to fight churn.We also dived into the different kinds of buyer personas Gravy has identified for their business, why slowing down their onboarding process helped them increase their customer lifetime value, and the importance of having a champion within your customer's company.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. Now enjoy the episode.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on Churn.fm, we have Carl Gold, Chief Data Scientist at Zuora, and the author of the upcoming book, Fighting Churn with Data.We talked about why Carl decided to write a book about fighting churn with data, why small companies need to determine the correct metrics in their journey to fight churn effectively, and how you can find the right metrics inside your product.We also discussed why churn and retention should revolve around providing value, why using AI and machine learning to predict churn can be ineffective, and some case study examples of how companies fight churn by focusing on the right metrics.Since it's the holiday season, we also have a special gift for this episode: we will choose five lucky listeners to get early access to the first four chapters of Carl's upcoming book and copy of it once it is completed. All you have to do is share this episode on Twitter, and we will do a random draw to choose the 5 winners.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on Churn .fm, we have Gen Furukawa, founder of Retainable and former VP of Marketing at Jungle Scout.In this episode, Gen shared how he previously dealt with churn and retention as the VP of Marketing at Jungle Scout, and how it affected the marketing metrics his team needed to track.We also talked about how to get buy-in and convince the leadership team to focus on reducing churn, who should own customer churn and retention within a company, and Gen's advice for a startup struggling 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 Megan McMullin, Outreach Lead at MeetEdgar.In this episode, we discussed in-depth how MeetEdgar uses office hours, webinars and educational content as a channel to talk to customers at scale, gather feedback, build a robust community, and ultimately improve retention.Megan also shares the exact formula MeetEdgar uses to measure the effectiveness of their efforts in reducing churn, how she passes the qualitative data collected to the product team, and how they use Facebook ads as an engagement and reactivation channel for their users.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 Marvin Liao, an experienced startup advisor, and Partner at 500 Startups, specializing in seed-stage investments.Marvin shared his thoughts on how churn and retention affect his investment decisions, how he helps early-stage startups identify their ideal customers, and why he thinks retention is super crucial for early-stage growth. We also talked about why you shouldn’t blindly follow benchmark metrics without enough context, areas that most startups get wrong when it comes to churn and retention, and the one question Marvin wishes entrepreneurs would ask more.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 Josh Garofalo, expert SaaS copywriter and Founder of Sway Copy.We talked about how Josh became a SaaS focused copywriter, his step-by-step process to create engaging copy, and his insights on why companies should focus on the one buyer segment that matters, and ignore the rest.We also discussed how to identify your most valuable buyer persona, understanding your customer’s awareness stages in their buying journey, and the interview techniques Josh utilizes to help companies improve their product positioning. Finally, Josh shared his insights on why he wishes companies spend more time thinking about churn, and why talking to customers is the key to better product positioning.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 Adam Dorrell, the CEO and Founder of CustomerGauge. In today's episode, we talked about the importance of Net Promoter Score or otherwise know as NPS, why it's more than just a metric, and how companies can implement NPS results into their workflow.We also discussed why customer feedback is an impactful growth lever, how to reach out to customers strategically, and how you can make feedback actionable.Adam also shared the one question that he hopes more businesses ask, and his insights on things that worked at CustomerGauge while tackling 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 yChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.