CHURN FM

Lead Product Manager of Softr, Austin Yang, discusses navigating challenges in product management in horizontal products. They explore use case prioritization, feature prioritization, and optimizing user onboarding for enhanced engagement in the no-code space.

Today on the show we have Rob Kaminski and Anthony Pierri, the partners of Fletch PMM.In this episode, Rob and Anthony share their journey in establishing Fletch PMM, a specialized firm helping early-stage B2B SaaS startups refine their website homepages. They delve into the pivotal role of a company’s homepage in positioning and messaging, crucial for attracting and retaining customers.We then discussed the common pitfalls startups face when crafting their homepages and wrapped up by exploring strategic approaches to making these homepages more effective in communicating value succinctly.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:Fletch PMMHotjarSuperhumanLoomChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Céline Daley, the VP of Customer at DeepL.In this episode, Céline shares her unique insights into embracing a generalist mindset and the role of flexibility in navigating tech careers. With a background that spans from marketing to customer success, and from startups to global companies, Céline's journey showcases the power of adaptability and learning in driving career growth.We then discussed the importance of understanding business needs and how seeking adventure can lead to unexpected and rewarding career paths. We wrapped up by exploring Céline's strategies for building and scaling customer success teams, and how her generalist approach has been a key factor in her 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:DeepLBrightwheelZendeskAmanda KlehaFigmaAnne Raimondi      AsanaJarek KutylowskiEmeric Ernoult   AgorapulseChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Mehdi Boudoukhane, the CEO & co-founder of Cycle.In this episode, Mehdi shares his transformative journey from a data scientist in Johannesburg to launching Cycle, a company that seamlessly connects customer feedback with product development to close the feedback loop and enhance retention.We then delved into how Cycle leverages feedback not just for product prioritization but as a tool to spread empathy across organizations and build trust with users, ultimately fostering a more engaged and loyal customer base.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:Cycle AppHotjarFigmaNotionSegment AnalyticsEleanor Dorfman    Brian Balfour AvrioSuperhuman Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Lizzy Rosen, the VP of Customer Success at Vendr.In this episode, Lizzy shares her extensive experience in shaping the future of SaaS buying and how Vendr is revolutionizing the sales process to make it more efficient and transparent. We delve into the heart of objection handling, discussing how strategic approaches can significantly reduce customer churn and enhance retention rates in the competitive SaaS market.We then explored the challenges and strategies involved in negotiation and pricing, and we wrapped up by discussing the crucial role of data in driving decisions and ensuring fair outcomes for both buyers and sellers.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 for the latest updates. Mentioned Resources:GongVendrVitallyRedefining Customer Success Without Direct EngagementChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Adam Robinson, the CEO and Co-Founder of Retention.com.In this episode, Adam shares his incredible journey of scaling Retention.com from zero to $20 million in ARR in just three and a half years, all without external funding.We delve into the pivotal moments and strategies that propelled the company's rapid expansion, and Adam opens up about the challenges of navigating growth at such a fast pace. Adam's commitment to extreme transparency and building in public has set a new standard in the industry and offers valuable insights for entrepreneurs and business leaders alike.We wrap up the discussion by touching on the importance of identifying and targeting the ideal customer profile, the role of strategic partnerships, and how Retention.com has navigated the complexities of expansion while maintaining a lean operation.Mentioned Resources:Retention.comMaropostJasper.aiY CombinatorKlaviyoClearbit6SenseQualifiedNordstromWarby ParkerJolie  Dr. SquatchZoomInfoApollo.ioSantosh Sharan HotjarBaremetricsChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Mohannad Ali, CEO of Hotjar.In this episode, Mohannad shares his journey from VP of Engineering at HelloFresh to leading Hotjar. We dive into the nuances of B2B vs. B2C churn and retention strategies, drawing on his unique experience across both sectors. The conversation highlights the importance of understanding early vs. late churn and tailoring go-to-market strategies accordingly. Mohannad also offers a fresh perspective on the evolving role of technology in product-led growth and customer retention, especially in the context of AI and machine learning.Mentioned Resources:HotjarHelloFreshChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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.

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.