CHURN FM

Today on the show we have David Darmanin, Founder and previous CEO of Hotjar.

In this episode, David shared what he misses most about being the CEO of Hotjar, and what led him to realize it was time to step down and hand over the role. 

We then dove into the importance of giving your people the freedom to fail, how Hotjar reduced churn by doubling down on their ICP in their go-to-market strategy, and the differences between acceptable and worrying churn. David then explains the Hotjar ethos and the impact it has had on the company. 

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 Kyle Pursell, Senior Lead of Growth Marketing at Shopify.

In this episode, Kyle shared his biggest lesson upon joining Shopify on how they effectively enable collaboration across the various cross-functional functions and how they maintain alignment through a powerful company mission.

We then dove into how Kyle and the team measured PMF at Inman when switching to a subscription business for their content. We dove deep into how you can leverage email to increase engagement and retention and the tradeoffs you need to consider with email frequency to mitigate 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 [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Maranda Dziekonski, Chief Customer Officer at Swiftly.

In this episode, Maranda shared her early career experience and how she made a move from the factory production line to an office role and later into Customer Success.

We then dove into Maranda’s framework for assessing the Customer Success function when joining a new company, how she went about splitting out the high-touch customer success function at Swiftly, and we closed off with some tips and hiring advice for Customer Leaders building new teams.  

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.

Today on the show we have Bryan Plaster, CEO, and Co-founder of CompleteCSM.

In this episode, Brain shared his experience starting customer Success from scratch at multiple organizations and helping Informatica and Talend move from on-premise software sales to a cloud subscription business.

We then talked about the evolution of Customer Success over the last 15 years followed by how to create customer evangelists using workshops and success days. We wrapped up the episode with Bryan sharing the motivations for starting CompleteCSM and how they help their customers uncover the customer signals throughout their lifecycle.

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.

Today on the show we have Aggelos Mouzakitis, Product-led growth Lead at Glofox.

In this episode, Aggelos shared his take on product-led growth followed by the biggest misconceptions and mistakes companies make when they think about adopting a product-led strategy.

We then discussed why companies need to forget the data and analytics and take a more human approach to diagnose churn and retention. We dove into methods, tactics, and stages of the user journey that you can focus on to extract meaningful insights and help you truly understand the reasons for churn and not just the surface-level response we typically get in exit surveys.

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.

Today on the show we have Diana De Jesus, Customer Success Manager Strategist at Catalyst.

In this episode, Diana shared her advice on how to break into and land a role in customer success, sharing tips she took personally to do so. We then talked about support-driven growth, what it is, where it works best, and how you can apply it.

We also discussed how customer support and customer success can best work together and why Catalyst has customer support as a part of their customer success team.

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.

Today on the show we have Christian Wiklund, founder, and CEO at unitQ.

In this episode, we talked about the huge importance of monitoring the quality of your product, what lead Christian to build unitQ, and how they help companies improve retention, growth, and engagement.  

We also discussed how data silos across departments slow things down, and how companies need cross-functional data on demand. Christian then talks about million-dollar bugs, how we measure product quality, and how online reviews can make or break 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 on [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Chris O’Neil, Chief Bussiness Officer at Glean. 

In this episode, we talked about how joining Google and being around great mentors helped Chris with his career track and where he is today. Chris then shares what you need to get started as a leader to set yourself up for success in the long run.

 We also discussed the importance of alignment, clarity, and cohesion across a team and how to achieve it, followed by examples on how Google, Slack, and Evernote successfully put their vision statements to use with clarity. Finally, Chris explains what Glean is, and what his role as CBO includes.

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.

Today on the show we have John Zeratsky, Co-Founder of Character, and the best-selling co-author of Sprint: How to Solve Big Problems and Test New Ideas in Just Five Days.

In this episode, we talked about John’s time at Google Ventures, and how they helped hundreds of early-stage startups find product-market-fit using Design Sprints. John then talked about how they first came up with the idea for Design Sprints and why they followed on to develop the process further and productize it into a book.

We then went over the different stages of a design sprint and discussed how using this model can help companies increase 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 [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Nash, founder, and CEO of Integry.

In this episode, Nash shares the hardest part of starting a company straight out of school, and the perks of naive optimism when starting a company. 

We also discussed what is Integry and how the company was born, the impact of integrations on retention, and the main differences between B2C and B2B, when it comes to 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 [email protected]. Don't forget to follow us on Twitter.