[Un]Churned – The No. 1 Podcast for Customer Retention

In this podcast episode, Josh Schachter interviews Srikrishnan Ganesan, founder, and CEO of Rocketlane,  a customer onboarding platform. Sri discusses the origins of Rocketlane, including the community they built before launching the product - Preflight, and the birth of Rocketlane. They also talk about the importance of collaboration and marketing in the SaaS industry. Sri emphasizes the importance of consistency in the customer journey, particularly during the onboarding phase, and how it can impact customer success and lead to better outcomes. They also discuss Rocketlane's approach to marketing and community building.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Welcome to the first collaboration episode with CS Insider! Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson  & Mickey Powell on a discussion about career success, the importance of networking and referrals, and ways for candidates to stand out in the job market. Links from the episodeAdvice for CS job seekers who want to land referrals.- Nick MehtaHow to get churn down & retention up - Jason Lemkin👉Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

 In this episode of [Un]churned, host Josh Schachter speaks with Kelly Leonard, the VP, Creative Strategy, Innovation & Business Development at Second City in Chicago.They discuss how improvisation can improve creativity and collaboration in business and the importance of human behavior and relationships in customer success.They also touch on the concept of "Yes, and" and how it can be used to navigate disagreements or situations where agreement may not be possible. Overall, the podcast highlights the value of practicing human skills and using science to understand better and connect with customers. They also discuss - the importance of building relationships in business- how improvisational theatre exercises can help improve communication skills.- dealing with demanding customers who complain frequently.- the power of comedy in diffusing difficult situations, - the importance of avoiding toxic people and bosses, - the value of improvisation in business. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

In this episode of [Un]churned, host Josh Schachter interviews Harnish Kanani, the Chief Customer Officer at Cloudflare. They discuss Cloudflare's mission to improve the internet for everyone and their approach to customer success, including how they segment their customers based on needs, size, vertical, speed, and readiness of teams.Harnish emphasizes the importance of serving the customer and building relationships from the initial prospecting stage through the entire journey with the company. They also touch on Kanani's background in enterprise consulting and his leadership style focused on serving the customer. The episode also covers various aspects of customer success, including - Building reference ability with initial customers, - Market conditions and budget forecasting - How Cloudflare uses the Customer Maturity Model (CMM) to communicate value to its enterprise customers. The CMM helps Cloudflare assess how customers are using their platform, identify opportunities for additional ROI, and work towards becoming best in class. The company's customer success team works with individual customers to help them achieve their goals and elevate their usage of Cloudflare's solutions. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

This week’s episode is all about maximization. As a CSM, how do you maximize your seat at the table? Because it wasn’t that long ago that customer success rarely – if ever – had a seat at the table. We’re still fighting in many cases, but today, CSMs find themselves more-and-more at the center of major organizational decisions.And when we get there, it’s important to know what to do. Fortunately, Monica Trivedi, JLL Technology’s senior director of global customer success, is our guest this week on Unchurned, and she has plenty of wisdom to share.In particular, you’ll want to listen for Monica’s 3 Essential Tips on how CSMs can leverage their seats at the table. But there was much more covered in this episode, including:Gaining your seat at the table to begin with How CS takes shape within a major commercial real estate company The importance of being “crisp” when making budget requestsWhy you need to know your audience and what motivates themThe benefit of sharing your wins – and losses So be sure to check out the latest Unchurned episode on Spotify, Apple Podcasts and YouTube. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

This week is all about how we interact with customers – and we have a great guest who knows a whole lot about it.In fact, he literally wrote the book on it. Author Rob Fitzpatrick has been helping small businesses and entrepreneurs reach their goals for years. He’s written several books, including “The Mom Test: How to Talk to Customers & Learn If Your Business Is a Good Idea When Everyone Is Lying to You.” This is something he knows and cares about – and he was kind enough to spend nearly an hour breaking it all down with UpdateAI’s Josh Schachter! Topics covered in their Unchurned conversation include:Creating the “perfect customers” for software productsWhy how you frame a conversation is criticalWhy talking to customers should be like “surgery”How to find “overlap” between CS and learning about the customer The value in being “sneaky” in meetings Living the remote life in EuropeThere’s plenty more they discussed, too, so be sure to listen to the full episode! 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

It’s a tough time in the business world right now – but that doesn’t mean progress goes right out the window.In fact, Judd Borkaove, the chief growth and community officer at GTM Partners, looks at it completely differently; Judd, on the latest episode of “[Un]churned,” hosted by UpdateAI CEO Josh Schachter, said he believes it’s a “good time” for businesses right now, whether it’s setting the right foundation for a new company or reimagining how an older firm does business. That optimism serves him well at his day job at GTM Partners, a data-driven analyst firm focused on making GTM easy for companies via research, workshops, analyst work sessions, and studies. (Judd is also a partner at Red Monkey Consulting.) Judd went in-depth with Josh in this episode on go-to-market strategies and how businesses can thrive in the current environment.Topics covered in this episode include: – Why retention and expansion are essential, especially in a down economy – Why it’s “good time” to build solid businesses – Determining the best go-to-market strategy– The “8 Pillars” of Judd’s GTM framework – The importance of getting value to the customer ASAP – How to “incentivize” more sales while in a CS role – Using data to remove bias and make sound decisions – Ranking the best JuddsThis episode covers plenty of ground, so be sure to have your “Notes” app ready, because you’ll probably want to jot down a point or two from Judd. You can find “[Un]churned,” as always, on Spotify, Apple Podcasts, and YouTube. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Taking a company from 50 customers to 3,500 customers is easier said than done; the same goes for growing ARR from $2 million to $250 million in a year. And it certainly goes for helping lead a startup to a $2.6 billion acquisition from Google. Thankfully, Brian LaFaille has hands-on experience with all of that – and he’s here to tell us how he did it. Brian – who now oversees global CS programs at Google after his last company, Looker, was acquired by the tech giant in 2020 – is the latest guest on Unchurned with UpdateAI CEO Josh Schachter. Brian shared a number of great insights during his 30 minute conversation with Josh. Some of the topics they touched on include:– Why treating customers “like gold” is imperative, especially for startups – Why scalability should not be a major concern for young companies– The importance of fostering your first 100 customer “champions”– Brian’s journey from the Bay Area to living in Joshua Tree This is another jam-packed episode, so be sure to check it out on Spotify, Apple Podcasts or YouTube! 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

 Dickey Singh, founder, and CEO of Cast app, the leading automation platform for companies to drive growth, sales, and referrals from existing customers. You need to lean on the data to find out what does and doesn’t resonate with customers in his conversation with the UpdateAI CEO, Josh Schachter,  Dickey sharesHow Cast helps companies foster and expand their customer relationships Why you can’t underestimate the customerWhy email is the king when it comes to reaching customers 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

When it comes to customer success, Totango is one of the first companies you think about.That’s due in large part to it being one of the first companies to prioritize CS – with its software helping companies “design, run, measure, and scale [their] SaaS customer journey to retain and grow customers,” as Totango’s website explains. It’s been a move that has certainly worked out well for the company, which has become a staple of Silicon Valley and raised more than $150 million since being founded in 2010. Totango’s success is due in no small part to the contributions of Karen Budell, the company’s chief marketing officer, and Robyn Fernandez, its senior director of CS. And fortunately, both women were nice enough to join UpdateAI CEO Josh Schachter on the latest episode of [Un]churned, Robyn, Karen and Josh touch on a number of topics in this episode, including: KYA: Know Your AudienceWhy customer experience is a top priority for CS teams Who is in the best position to own the customer relationship? How Totango’s CS team operatesResource: CS Salary & Industry Report 2022This was a jam-packed episode, so be sure to catch it wherever you listen to your podcasts! 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter