CHURN FM

Today on the show we have Jay Nathan & Jeff Breunsbach, managing partners at Customer Imperative. In this episode, we talked about what they do at Customer Imperative, the biggest difference Jay and Jeff see between the way Customer Success teams operate, and how their quick Time to Value process helps their clients see tangible results in just 30 to 45 days. We also discussed the process they use to put together a customer health score and what to avoid, why companies “push back” on customer success, and who should own customer retention within an organization.  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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Bryant Chou, Co-founder, CTO, and Head of Growth of Webflow.In this episode, we talked about Webflow’s “no sugarcoating” product philosophy, the no-code movement, why churn & retention at Webflow have taken a backseat, and how they overcome their new users learning curve through total transparency.We also discussed how Bryant and his team use customer segmentation to take their product to the next level, the rosetta stone of Webflow (databook), and how to eliminate bias when collecting and analyzing data.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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Robbie Kellman Baxter, author of the best-selling book “The Membership Economy” and the newly launched “The Forever Transaction”.In this episode, we talked about what a Forever Transaction is and how to implement it in your business, what influenced Robbie to write her books, and how SaaS businesses’ have changed their view on retention over time. We also discussed why Robbie thinks providing real value is key to cementing trust with your customers during a crisis and if you’re one of the few seeing an influx of new customers how to make sure they’re here to stay.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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Alex Atkins, Head of Growth at CXL Institute.In this episode, we talked about the process Alex took to decide the key metrics to focus on during his early days at CXL, what motivated him to work more on churn & retention over acquisition, and how they saw an increase in customer retention within 3 months of the team's new focus.  We also discussed how the growth team at CXL is built, their efforts to put out the fire Covid19 is causing their business, and how they managed to persuade 37% of their customers at risk not to churn.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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Lauren Culbertson, CEO & Founder of LoopVOC. In this episode, we talked about why Lauren decided to build LoopVOC and the important role leadership plays in ensuring the alignment of customer feedback across a company. We also discussed the dos and don’ts when transitioning an on-premise product to the cloud, the importance of segmentation when it comes to making great product decisions, and the steps they take to identify their ideal customer profile at LoopVOC and why it is a constant evolution.   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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Yahav Hartman, CEO and founder of Madgicx!In this episode, we talked about the current churn and retention status at Madgicx, how Yahav interviews churning customers, and how to gauge the quality of customer feedback.We also dived deep into how you can use Facebook ads to increase retention, why customer development should be viewed as a profit center, and Yahav’s prediction on the future of the advertising landscape.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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have J.R. Farr, Co-founder and CEO of Weav.comIn this episode, we discussed what attracted J.R. to build a customer retention platform, how Weav automates your customer retention flow, and how it helps you analyze your customer experience with a holistic approach. We also talked about J.R.’s experience in building a customer retention program from scratch, why he is focused on finding the right customers from day one, and when it’s the right time to fire a customer and why that means customers that use dark patterns in their product for Weav. 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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Matt Barnett, founder and Papa Bear of Bonjoro!In this episode, we discussed how videos can help retain customers and reduce churn, how to craft a hyper-personalized video for your customers, and how to choose the right integration partnerships for your software.We also discussed Bonjoro’s current journey in nailing their ideal customer profile, one thing that Matt wished he knew earlier when it comes to churn and retention, and why you should always foster genuine relationships with your customers.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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today is a very special episode as we are celebrating our first anniversary of Churn.FM. We have now published a new episode every week for 52 weeks straight and what better way to celebrate the anniversary than by having the guest of our very first episode back on the show!  This week we have Brian Balfour, Founder, and CEO of Reforge. Reforge have Career Development Programs for Experienced Tech Professionals in Product, Marketing, Data, Design, and Engineering co-authored by Brian Balfour, Andrew Chen, and Sean Clowes.In this episode, Brian shared his new learnings on churn and retention since our last chat a year ago, why understanding your customer's habits are important to improving user activation, and a deep dive into the concept of survival analysis. Brian also shared his insights on why you should focus on a specific user activation flow, the importance of a vendor-champion relationship, and why jumping into quantitative data too fast can be misleading.It has been a year, and as usual, I'm always 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 TwitterChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have James Mulvany, founder and CEO of Podcast.co and Radio.co In this episode, we talked about what drives James to keep building new companies in the content and streaming space, why the podcast industry is still full of untapped potential, and the importance of a personal touch in customer retention.We also discussed why James thinks world-class customer service is a key to resurrecting churned customers, why social media ads are underrated for retaining customers, and his biggest challenge in tackling Churn and retention.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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.