CHURN FM

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.

Today on Churn.fm we have Omid Razavi, Global Head of Product Success at ServiceNow.In this episode, we discussed the main difference between "customer success" and "product success", the 3 key aspects of the product success role, and how ServiceNow’s product success team handles and analyzes feedback to provide actionable insights for their product team.We also discussed the importance of understanding your customer's level of maturity, how to prevent churn when your champions goals are shifting, and why you need to expand the number of "champions" you have inside your customer's companies.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 TwitterChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on Churn.fm we have Jenny Campbell, Vice President of Customer Experience at DiscoverOrg.In this episode, we discussed the functions of customer marketing inside a customer success team; three essential things that move the customer retention needle; and how to define your customer segments.We also talked about DiscoverOrg's systematic approach when it comes to customer onboarding, how they continuously iterate the onboarding process, and how they measure the impact and effectiveness.Jenny also shared unique insights on the challenges she faced when DiscoverOrg acquired and merged with their competitors, and how DiscoverOrg "eats their own dog food" by using their own product for sales, marketing, and customer success.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 Yu-Kai Chou, the author of Actionable Gamification and creator of the Octalysis framework.We talked about the 4 phases of a player’s journey in the gamification framework, and how it can help make your product stickier, and prevent churn.We also discussed examples of good gamification in SaaS, how much is too much, and how user onboarding can play a vital role in gamifying your retention.Yu-Kai also talked about the importance of community in user retention, the role of personalization in gamification, and common mistakes companies make in implementing gamification principles.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.Enjoy the episode!Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.