CHURN FM

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.

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.

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.

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.

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.

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.

Today on the show we have Shilpi Narang, the Chief Customer Officer of Bolt. In this episode, Shilpi shares her insights into the innovative 'Hypercare' strategy, a cornerstone of Bolt's customer onboarding process. We delve into how Hypercare ensures a seamless transition for new clients, emphasizing the importance of the initial 90 days in a customer's journey.Shilpi also discusses the pivotal role of customer success managers in maintaining lasting relationships and the importance of a holistic approach to customer health. Learn about Bolt's proactive methods in customer management, how they tailor support during the critical Hypercare phase, and the impact of these strategies on customer retention and satisfaction.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:SugarCRMCustomer ChampionsTatyana MamutChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Dennis Mortensen, CEO and Founder of LaunchBrightly. In this episode, Dennis shares his profound insights on two pivotal strategies in the SaaS industry: Bottoms-Up vs Top-Down models.Drawing from his vast experience transitioning from x.ai to LaunchBrightly, Dennis discusses the unique challenges and benefits of each approach. We delve into how these models impact customer acquisition, pricing strategies, and overall business growth.Dennis also highlights the crucial role of data-driven decision-making in understanding and reducing churn, as well as the importance of customer support in both Bottoms-Up and Top-Down models.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:LaunchBrightlyx.aiBizzaboTrelloCalendlyDropboxChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we welcome Steve Cornwell, SVP of Strategy for Customer Education at Gainsight.In this episode, Steve shares insights into the transformative role of digital education in Customer Success. He discusses the shift from traditional customer engagement methods to innovative digital strategies in today's dynamic business environment.We delve into practical ways digital tools can be used to build stronger customer relationships and enhance overall customer experience. Steve also emphasizes the growing role of online communities in creating a more connected and informed customer base.Tune in to learn about the innovative ways digital education is becoming a key strategy in customer success, and how it's changing the game for businesses and their customers.Mentioned ResourcesGainsightNorthpassHubSpot AcademySalesforce TrailheadChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.