CHURN FM

Today on the show we have Matt Young, CEO of UserVoice

In this episode, Matt shares how he has navigated the shift from CTO to CEO with his biggest learning along the way.

We then discussed how UserVoice uses its product to collect user feedback, why user interviews are the most impactful form of customer feedback, and how you can maximize the time invested while doing them and we wrapped up by discussing how to avoid confirmation bias while conducting your research.

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.

Today on the show we have Dileepan Siva, CEO and Founder of Upscribe.

In this episode, Dileepan shares how Upscribe helps direct-to-consumer e-commerce brands build recurring revenue, reduce churn, and increase acquisition.

We then discussed why the most significant drop-off happens within the first 90 days for B2B & B2C subscription businesses and we wrapped up by discussing the consumption challenges of building a subscription e-commerce business

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.

Today on the show we have Paul Harwood, a Co-founder of Useristics

In this episode, Paul shares why dealing with churn in different markets can vary wildly whilst the blended metric may look the same across them.

We then discussed how to define user segments for your research and we wrapped up by talking through the differences between behaviour vs attitudinal reasons for 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 1directly at [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Luka Kankaras, a Product Specialist at Usersnap

In this episode, Luka shares an overview of the framework Usersnap used to increase retention. How they collected feedback to diagnose their challenges and prioritized what to tackle first.

We then discussed how Usersnap reduced churn by expanding the use cases of their product and we wrapped up by discussing how the team used OKRs to align and focus their attention on 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 at [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Jamie Shanks, CEO and Founder of Pipeline Signals.

In this episode, Jamie shares how his experience building Sales for life rolled into Pipeline Signals.

We then discussed why social monitoring your accounts is critical in reducing churn and we wrapped up by discussing some key metrics identified through growing Pipeline Signals and why 3% of your CRM contacts become obsolete each month.

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.

Today on the show we have Greg Daines, CEO and Founder of Total Customer Strategy

In this episode, Greg shares lessons learned consulting hundreds of companies on churn and retention and why so many companies focus on asking the wrong questions when getting started.

We then discussed why customer satisfaction has no correlation with retention and why you need to focus on customer results instead and we wrapped up by discussing why it all comes back to alignment if you want to see meaningful results in reducing 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 at [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Baxter Lanius, CEO and Founder of Alternative.

In this episode, Baxter shares his biggest lesson moving from an investor to an entrepreneur and the struggles he has overcome in the process.

We then discussed the similarities between lead scoring and churn prediction with underwriting for approvals on loan applications and we finished off discussing how alternative financing options can be used to drive growth and reduce churn for your business.

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.

Today on the show we have Trey Hoffman, VP of Customer Experience at Fleetio. 

In this episode, Trey shares insights into their monthly churn insights meeting, and the key KPIs shared during this meeting. 

We then discussed why SMB-focused Customer Success reps are called SMB Analysts, and how Fleetio’s Customer Success service differs between their customer segments.

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.

Today on the show we have Farzad Rashidi, Lead Innovator at Respona. 

In this episode, Farzad shares how Visme went from 0 to 3million in organic traffic, and how they took that strategy and turned it into a new product. 

We then discussed why organic and paid search traffic impact retention differently, and how customers that are actively searching to solve a problem have significantly higher 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 at [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Ziv Peled, Chief Customer Officer of AppsFlyer.

In this episode, Ziv shared his experience trying to gain balance between in-office and remote work post-covid for his team and the functions of their Customer Success Operations team that makes it all happen that supports over 240 CS team members across the world.

We then discussed the sophisticated custom data and analytics setup AppsFlyer have between Salesforce and Looker for the Customer Success team and we finished off by discussing the learnings from aligning Customer Success compensation with engagement metrics.

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.