CHURN FM

Today on the show, we have Natalie Onions, the Vice President of Customer Experience at Customer.io. In this episode, Natalie shares her in-depth insights into the crucial role of customer champions in driving customer success and what happens when these key individuals leave the company.We delve into the strategies that Customer.io employs to mitigate the risks associated with cus

Today on the show we have Austin Yang, the Lead Product Manager of Softr.In this episode, Austin shares his experiences in the no-code space, particularly the unique challenges and opportunities it presents for product management.We then discussed the impact of horizontal products that serve multiple industries, and we wrapped up by discussing how Softr is navigating product develo

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 cu

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 lear

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 p

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

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 chall

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-ma

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

Today on the show we have Andrew Capland, a growth advisor and onboarding specialist with rich experiences at HubSpot and Wistia.In this episode, Andrew shares his journey from HubSpot to Wistia, outlining the evolution of his approach to user onboarding and growth. Andrew walked through 6 key steps of a successful onboarding framework to increase activation and reduce churn. We th