CHURN FM

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.

Today on the show we have Dror Avieli, the Managing Director and VP of Customer Success at ConsenSys.In this episode, Dror shares his unique journey in customer success, transitioning from the traditional corporate environment at Hewlett-Packard Enterprise to the innovative world of Web 3.0 at ConsenSys.We discuss the challenges and opportunities in redefining customer engagement and success in the decentralized and rapidly evolving ecosystem of Web 3.0. From engaging with DAOs to embracing the community-centric approach, Dror provides insightful strategies for adapting customer success practices in this new era.Join us for a deep dive into the transformation of customer success in the age of blockchain and decentralized technology.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:Hewlett Packard EnterprisePalo AltoTatyana MamutCiscoGoogleOpenSealUniswapMetaMaskChris Regester on LinkedInMetaMask SDKMetamask SnapChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Tatyana Mamut, a serial entrepreneur with an extensive background at Amazon, Salesforce, Nextdoor, and IDEO.In this episode, Tatyana shares her insights into effective collaboration between product management and customer success teams. Drawing from her diverse experiences, we explore how she fostered a unified vision at Amazon, enhanced CRM effectiveness at Salesforce, leveraged community feedback at Nextdoor, and applied design thinking principles from IDEO to align product and customer goals. This comprehensive discussion provides a deeper understanding of the synergies necessary for customer-centric product development.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. Mentioned Resources:AmazonSalesforceNextdoorIDEOReforgePendoLeo Burnett (Agency)Daphne LopesHubSpotChris RegesterPlanhatNapsterJiraAppleChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Ravi Mehta, former product leader at Tinder, Facebook, and TripAdvisor, discusses user retention tactics at these platforms. Topics include engaging users on a dating app, challenges of episodic user interaction, and sustaining user engagement. This comprehensive discussion provides insights into user retention in different digital environments.

Today on the show we have Chris Regester, the Chief Customer Officer of Planhat.In this episode, Chris shares his extensive wisdom on the growth journey of a successful SaaS company and the critical role of recruitment in scaling businesses. We then delve into the concept of "wolf-mode" customer success, highlighting an aggressive approach to customer objectives and the significance of seasoned expertise within the team. We wrapped up by discussing current trends in the customer success industry, like the shift toward efficiency and CS accountability in revenue growth.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:MeltwaterHotjarZoomFlatfile EpisodePlanhatGitlabDavid SakamotoSnowflakeFrank SlootmanThe Customer Success ChannelChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.