CHURN FM

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.

Today on Churn.fm, we have Corey Haines, Head of Growth at Baremetrics In this episode, we talked about the "dirty little secret" most companies have when it comes to their customer churn rate, what "dunning" is and why it’s important for any SaaS company to monitor it, and the most common reasons for delinquent churn. We also discussed how to collect honest feedback from churning customers, how to recruit the right interviewee for customer research, and how to figure out the most meaningful feedback while ignoring the noise.Corey also shared some insights about Baremetric's internal processes, including how he goes about balancing new customer acquisition with preventing existing customers from churning, and who owns churn and retention at Baremetrics. 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 Val Geisler, email marketing expert and CEO of Fix My Churn.We talked about why Val decided to found Fix My Churn, her approach to helping customers set up a communication strategy, and why onboarding emails are one of the most crucial parts in improving customer retentionVal also shared her thoughts on why churn reduction is about doing things that don’t scale, how SaaS companies have started to concentrate more on customer retention, and why great email campaigns should not be time-based, but behavior-basedVal also shared examples of tactics you can apply to your email strategies, such as making use of transactional emails to grow customer love, methods to increase conversion, and 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 Churn.FM, we have Hiten Shah, the founder and CEO of FYI, and other startups such as Kissmetrics, Crazy Egg, and Quick SproutWe talked about the biggest shift in the product development landscape over the years, why it's harder than ever to build and grow a business today, and why Hiten still launched FYI despite it all.We also talked about how Hiten categorizes customer retention into different buckets, why products should focus on targeting an already existing behavior instead of trying to invent a new one, and how Hiten goes about customer development.Hiten also shared his biggest learning about churn and retention after years of product development experience, the top 3 things that companies should focus on to improve customer retention, and his #1 piece of advice for anyone who wants to build a new product today.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 Emily Lonetto. Emily is the Head of Growth at VoiceflowIn this episode, we talked about how Emily landed her role as Head of Growth at Voiceflow, Emily's experience in community building, and how she scaled the ambassador program at her previous job at Tilt.We also talked about why community is vital when it comes to churn and retention, things early-stage startups need to get right to start building a community and how to manage the community effectively.Emily also shared her insights on product onboarding, including her most successful onboarding project, her main inspiration in designing a new onboarding flow, and tips and tricks to design the perfect onboarding.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 Brian LaFaille, Global Head of Customer Success Strategic Programs at Looker, and advisor at First Round Capital.In this episode, we talked about the importance of specializations within a customer success team, at what stage you should look into hiring team members with specific skills, and actionable steps to bring your success team onto a specialized path.We also discussed how customer success teams can start using data to decide their actions, why quantitative data is not enough, and how to assess and classify risks to set up the team for success.Brian also shared how to conduct exit interviews with churning customers more effectively, how customer success should work closely with product teams, and who Brian thinks should own retention within a 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. 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 Ryan Singer, Head of Product Strategy at Basecamp and the author of Shape Up: Stop Running in Circles and Ship Work that Matters.In this episode, we talked about how Basecamp utilizes the Jobs-to-be-done framework to gather customer feedback, framing it from a supply and demand angle, and how it helps Basecamp's product team to decide on which problems to tackle first.We also discussed how Ryan goes about finding the right customers to interview, his interviewing methods, or in his own words, his “customer interrogation" style and why jobs-to-be-done interviews should never be specifically about your product.Ryan also explained why the cost of running a business is parallel to customer happiness, and shared his number one piece of advice for anyone who wants to build a product today.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 Nick Franklin, the CEO and Founder of ChartMogulIn this episode, we talked about why Nick founded ChartMogul, the most important thing Nick learned about churn and retention, and why onboarding problem equals churn problem.We also talked about how companies use ChartMogul to track their churn and retention, unique ways Nick’s customers go about preventing churn, and the main customer metric ChartMogul always focuses on. Nick also shared his insights on why customer retention is the #1 metric you should track if your revenue is based on expansion, why ChartMogul changed their revenue model and how ChartMogul thinks about the ownership of churn and retention metrics in the 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. Don't forget to follow us on Twitter.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.