Today on the show we have Casey Hill, the Senior Growth Manager of ActiveCampaign.In this episode, Casey shares his insights on navigating churn by focusing on the critical stages in the user journey to foster loyalty. We explore the nuances of addressing churn from initial engagement through to long-term retention, highlighting strategies for each phase: activation, impact/results, and loyalty. The discussion offers actionable advice on how to enhance customer retention rates and improve the overall customer experience.Mentioned Resources:ActiveCampaignBonjoroMcKinseyBlackRockGrowth MentorHill Gaming Company  Kickstarter MarTechMagic: The GatheringChatGPTDavid Sacks HotjarSlackJason Lemkin Patrick Campbell IntercomChurn 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

Andrew Capland shares 6 key user onboarding strategies learned from HubSpot and Wistia, emphasizing personalized user experiences for remarkable customer retention. The discussion delves into the critical role of continuous learning and adaptation in the ever-evolving SaaS landscape.

Today on the show, we have Teresa Torres, an internationally acclaimed author, speaker, and coach.In this episode, Teresa shares her insights on using continuous discovery as a crucial tool for achieving product-market fit and effectively reducing churn. She explains how her approach helps product teams make informed decisions by integrating continuous customer feedback into their daily processes.We then discussed the impact of continuous discovery on product development, showcasing Teresa's strategies for aligning product offerings more closely with customer needs. We wrapped up by exploring practical steps for implementing continuous discovery practices to enhance customer retention and drive product 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 at Andrew@churn.fm. Don't forget to follow us on Twitter.Mentioned Resources:Product Talk OrgContinuous Discovery Habits bookRiversideAwkward SilencesChurn 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 Elliot Kohtz, the VP of Success at Mixmax, a leading sales engagement platform.In this episode, Elliot shares his insights on the evolving landscape of customer success (CS) and its pivotal role in driving sales and securing retention, especially during economic downturns. We delve into the challenges of tool consolidation and budget constraints, discussing strategies for becoming an indispensable tool that companies consolidate towards rather than away from.We then explored how Mixmax leverages its comprehensive suite of tools to enhance sales engagement and customer success, making it a Swiss army knife for revenue-generating teams. Elliot also highlighted the importance of having meaningful, sometimes tough, conversations with customers about consolidation, budgeting, and the value Mixmax delivers.Wrapping up, we discussed the importance of adapting CS strategies to maintain and grow customer relationships in challenging economic times, emphasizing proactive engagement and the need for CS teams to be equipped to handle commercial conversations effectively.Mentioned Resources:MixmaxQuanticMindChurn 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 Sofia Quintero, the co-founder of Collie.In this episode, Sofia shares her journey from founding EnjoyHQ to her role in shaping Collie, a tool that integrates all engineering rituals into one platform, fostering trust and efficiency through asynchronous communication. With a rich background that includes leading growth at GeckoBoard and navigating EnjoyHQ through acquisition by UserZoom, Sofia brings a wealth of knowledge on scaling startups, product innovation, and market fit.We delve into the critical aspects of product development, from identifying genuine user pain points to creating tailored solutions that drive growth. Sofia emphasizes the significance of aligning product offerings with market demands and the dynamic process of adjusting to user feedback while staying true to the product’s core value proposition.Mentioned Resources:EnjoyHQCollieGeckoboardUserZoomChurn 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 Kristi Faltorusso, the Chief Customer Officer at ClientSuccess. In this episode, Kristi shares her journey from IntelliShift to her current role, revealing how her experiences have shaped her approach to customer success.Kristi then discusses the transformative impact of AI on customer success strategies, emphasizing how these technologies are streamlining processes, enhancing efficiency, and unlocking new potential for both teams and customers. We then explored the crucial role of content in building successful customer relationships, underscoring the evolving nature of customer success roles.We wrapped up with Kristi addressing the challenges and opportunities presented by the current market conditions where she provided practical advice on optimizing customer success strategies and highlighted the importance of being agile and proactive in this ever-changing landscape.As usual, we're excited to hear your thoughts on this episode, and if you have any feedback, we would love to hear from you. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter for more updates.Mentioned Resources:ClientSuccessIntelliShiftKristiFaltorusso.comChatGPTChurn 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 Jim Schattin, the Chief Customer Officer at Algolia.In this episode, Jim shares his unique experiences in shaping customer success strategies in different technological environments. We dive deep into the contrast between cloud-based and on-premise solutions, examining how customer engagement and success practices vary across these platforms.We then discussed the evolution of customer success from his time at Alteryx, focusing on the challenges and rewards of managing on-premise solutions. We wrapped up by discussing his current role at Algolia, shedding light on how customer success is managed in a cloud-centric organization.Mentioned Resources:AlteryxAlgoliaChurn 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

Kristen Berman, CEO of Irrational Labs, discusses applying behavioral science in product design and user engagement, using examples from Credit Karma and Google. Topics include understanding user psychology, activating and engaging users, the impact of habits on engagement, and the future of behavioral science in product development.

Today on the show we have Mark Ross-Smith, CEO and co-founder of Loyalty Status. Mark, an expert in travel technology and former head of Loyalty at Malaysia Airlines, shares his journey from running Australia's largest youth social network, SMS Fun, to pioneering the field of airline loyalty.In this episode, Mark offers unique insights into the evolution of customer loyalty programs in the airline industry. He discusses the strategies behind successful customer retention, the psychological impact of status in loyalty programs, and the parallels between customer loyalty in the telecom and airline sectors.Mark also reveals the behind-the-scenes mechanics of airline loyalty programs and their significant impact on both customer experience and airline revenue. This episode is a peak into the world of customer loyalty, providing valuable lessons for businesses striving to enhance their customer engagement and retention strategies.Mentioned Resources:Malaysia AirlinesEtihad GuestVodafoneMySpaceWhatsAppAmerican AirlinesUnited AirlinesDelta AirlinesRed BullHotjarChurn 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 delve into the story of a startup's strategic pivot from Peak Performer, which had reached $900K ARR, to the inception of Inferless. This episode sheds light on the intricate decision-making process behind this pivot, exploring the challenges and considerations that come with making such a transformative business move.We discuss the crucial factors in assessing product-market fit, the importance of customer discovery, and how aligning with market needs led to the birth of Inferless. Hear about the journey from achieving a significant ARR to recognizing the need for change and pursuing a new direction.This episode is particularly insightful for entrepreneurs and startup founders looking to understand the nuances of pivoting in the startup world.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.Mentioned Resources:InferlessPeak XVPeak PerformerChurn 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