CHURN FM
Andrew Michael
CHURN FM is the podcast for subscription economy pros. Every Wednesday we hear how the world’s fastest growing companies are tackling churn and using retention & engagement to fuel their growth.
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Top 10 CHURN FM Episodes
Goodpods has curated a list of the 10 best CHURN FM episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to CHURN FM for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite CHURN FM episode by adding your comments to the episode page.
Today on the show we have Angel Steger, Director Of Product Design at Facebook.
In this episode, we talked about what it’s like designing a building for over 2.7 billion users, how focusing on activation can increase retention, and how giving users a feeling of ownership had a big impact on Pinterest’s user activation.
We also discussed Qualitative research at Pinterest: How a bad hookup face helped increase their messaging response rate, and how Dropbox and Pinterest use internal experimentation systems to help avoid bad user experiences.
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 [email protected]. Don't forget to follow us on Twitter.
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
Today on the show we have David Sakamoto, VP of Customer Success at GitLab.
In this episode, we talked about how David remembers names leading a team of over 200 people, the biggest differences between company giants like Cisco and hyper-growth startups like GitLab, and what David’s vision is for Customer Success at GitLab.
We also discussed why a CS team should be orchestrating the customer experience across the board, the hiring process at GitLab, and how to maintain your company culture and values during rapid company scaling.
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 [email protected]. Don't forget to follow us on Twitter.
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
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 [email protected]. Don't forget to follow us on Twitter
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
10/30/19 • 46 min
Today on Churn.FM, we have Hiten Shah, the founder and CEO of FYI, and other startups such as Kissmetrics, Crazy Egg, and Quick Sprout
We talked about the biggest shift in the product development landscape over the years, why it's harder than ever to build and grow a business today, and why Hiten still launched FYI despite it all.
We also talked about how Hiten categorizes customer retention into different buckets, why products should focus on targeting an already existing behavior instead of trying to invent a new one, and how Hiten goes about customer development.
Hiten also shared his biggest learning about churn and retention after years of product development experience, the top 3 things that companies should focus on to improve customer retention, and his #1 piece of advice for anyone who wants to build a new product today.
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 [email protected]. Don't forget to follow us on Twitter.
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
EP 202 - John Gleeson (Success Venture Partners) - How Customer Success Drives Startup Success
CHURN FM
07/05/23 • 33 min
Today on the show we have John Gleeson, founder of Success Venture Partners.
In this episode, John shares his journey from being a VP of Customer Success to embracing a role as a dedicated investor.
John reveals how his fund aids startups at various phases, serving as a valuable resource for early-stage founders. By offering customer success insights and assistance with recruitment, Success Venture Partners nurtures the growth of these startups.
We then dove into how John evaluates the startups he invests in and the key aspects he looks for in founders.
As usual, we're excited to hear what you think of this episode, and if you have any feedback, we would love to hear from you.
Disclaimer: The information provided on this podcast is for educational and informational purposes only. The statements made by our guest represent their own viewpoints – not those of Churn FM. The information provided and discussed does not constitute financial, legal, or other professional advice. Any investment decisions you make should be based on your own due diligence and in consultation with a licensed financial professional. We disclaim any liability for investment decisions based upon the content of this podcast.
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
06/26/19 • 48 min
Today on CHURN.FM we have April Dunford, a product positioning consultant and author of Obviously Awesome. April helps startups position their products so that their customers get it, buy it, and love it.
We chatted about the definition of positioning and what it is and isn’t.
We also discussed how positioning impacts customer churn and the common mistakes startups make when positioning their products.
April also shared the 3 styles of positioning your product in a market, how positioning feeds your messaging, and how you can tell when you have a positioning problem.
I really enjoyed this conversation and I hope you do too!
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
Today on the show we have Kristen Berman, the CEO and co-founder of Irrational Labs, a renowned product design and behavior change lab.
In this episode, Kristen shares her extensive experience in the field of behavioral economics and its application in product and marketing strategies. We delve into how understanding user psychology is crucial in product design, highlighting the influence of the environment on user behavior.
Kristen discusses the challenges companies face in activating and engaging users, providing insights into the application of behavioral science for enhancing user experience. She shares successful strategies and examples from her work with companies like Credit Karma and Google, emphasizing the impact of habits on long-term user engagement.
We wrap up the episode with Kristen's final thoughts on the future of behavioral science in product development and an invitation to explore more resources in this field.
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 [email protected]. Don't forget to follow us on Twitter.
Mentioned Resources:
- Irrational Labs
- Credit Karma
- Common Cents Lab
- Quickbooks
- Google Scholar
- One Medical
- ProdPad
- Noom
- Hooked by Nir Eyal
- Hotjar
- Amazon
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
Today on the show we have Emilia Korczynska, the VP of Marketing at Userpilot.
In this episode, Emilia shares her insights into the ongoing debate between Product-Led Growth (PLG) and Sales-Led Growth (SLG) strategies in SaaS companies.
Emilia shared surprising findings from Userpilot’s latest SaaS product metrics benchmark report, which challenge common assumptions about PLG effectiveness.
We wrapped up by exploring how these insights are influencing Userpilot's product positioning and strategy moving forward, along with the importance of understanding customer needs through both qualitative and quantitative data.
Mentioned Resources
- Userpilot
- Wisemont Language Services
- Jason Lemkin
- DHL
- Nir Eyal
- Hooked
- Contentsquare
- Heap
- Pendo
- Amplitude
- Sprig
- PostHog
- James Hawkins
- AWS
- Hotjar
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform.
In this episode, Evgenia shares her decade-long journey in B2B SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements.
We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing simplicity, decision-making, and critical thinking in customer success.
Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
05/24/23 • 37 min
Today on the show we have Chris Dishman, Sr. VP of Customer Success at Totango.
In this episode, we discussed Chris's unique transition from being a customer of Totango to becoming a crucial part of its team. We explored how his past experiences as a customer offered invaluable insights to shape the company's approach to customer success.
We then dove into an overview of Totango and its innovative customer success platform. Chris shed light on the concept of composable customer success and the importance of refining the customer journey. He shared interesting cases and surprising use cases of Totango, emphasizing that the principles of customer success are not limited to the software industry.
The conversation took a compelling turn as we discussed the importance of customer-centricity in a company's culture and strategy. With the increasing emphasis on customer success in the face of layoffs and budget constraints, Chris highlighted the role of robust Customer Success Platforms (CSPs) in boosting team efficiency.
We then navigated the realm of data and automation. We addressed how companies are focusing on automating onboarding and improving their processes to scale with limited resources. Chris flagged data integration as a major challenge in this domain and emphasized the significance of clean, consistent data for a seamless customer journey.
We wrapped up by discussing actionable strategies for improving customer retention. Chris advised against overcomplication and recommended focusing on one area at a time, refining it before moving on to the next. In a hypothetical scenario where he has 90 days to improve retention, he suggests starting with the value proposition and effectively communicating it to 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 at [email protected].
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
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FAQ
How many episodes does CHURN FM have?
CHURN FM currently has 276 episodes available.
What topics does CHURN FM cover?
The podcast is about Product, Customer Success, Marketing, Podcasts, Technology and Business.
What is the most popular episode on CHURN FM?
The episode title 'E221 | Product + Success: The Winning Duo for Customer Success with Tatyana Mamut' is the most popular.
What is the average episode length on CHURN FM?
The average episode length on CHURN FM is 41 minutes.
How often are episodes of CHURN FM released?
Episodes of CHURN FM are typically released every 7 days.
When was the first episode of CHURN FM?
The first episode of CHURN FM was released on Mar 31, 2019.
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