CHURN FM

Today on the show we have Philipp Wolf, founder of Custify.

In this episode, Philipp talks about what triggered his career shift from the security industry to customer success, what Custify does, and how it helps its customers with churn, retention, and growth. 

 We also discussed the evolution of the customer success software market, the importance of data hygiene when moving to a Customer Success platform, and how Custify helps its customers build their customer health score systems.

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 Tomer Suarez, Co-Founder and CEO of Interai.

In this episode, we talked about Interai’s mission to bring consumer technology to enterprise companies, and how they use visual data mapping to bring together an organization’s legacy tools without a single integration. 

Tomer then explains the process B2C enterprise companies need to take in order to achieve a 360 customer view, the problems they may face, and ultimately how it impacts retention. Finally, we discussed how customer service can shift from being cost center to a profit center.

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 Sonciary Pérez , co-founder of Quala.

In this episode, Sonciary explains what exactly is Frontline Intelligence, and how Quala helps Customer Success practitioners to be seen as customer intelligence leaders that help drive growth within an organization.

We also discussed what you need to look out for when building a Customer Success team from the get-go, why Quala’s Product Marketing team strategically comes from Sales and Customer Experience, and finally shares why their highly engaged customers at Promoboxx churned. 

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 Kevan Lee, Head of Marketing at Oyster HR.

In this episode, we talked about Kevin’s experience with churn and retention at Buffer, Polly, and Oyster HR, and how the main reasons for churn differed at each company due to their business models and customer segments, and we then discussed the role marketing played in each case to reduce 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 Louis Rosenfeld, publisher and founder at Rosenfeld media.

In this episode, we talked about what information architecture is and how it led to the formation of Rosenfeld Media, how the UX Design space is evolving, and the importance of understanding your customers' needs when building out your product’s information architecture. 

 We also discussed Lou’s plans to introduce Memberships and Subscriptions at Rosenfeld Media and how introducing Attendee Cohorts at their conferences, increased retention, and engagement of their community. 

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 Dave Jackson, founder, and CEO of TheCustomer.Co, and author of the book Customer-led growth. 

In this episode, we talked about customer success as a company-wide capability, the motivation behind his recent book Customer-led growth, and Dave explains why you should purposefully design your organization around customer value.

We also discussed why you should screw best practices, and dove into the 7 principles of customer success to deliver maximum customer value. 

 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 Ryan Glasgow, CEO and founder of Sprig.

In this episode, we talked about the pros and cons of the different stages of company growth, how Ryan took his experience at the 0 to 1 stage to build out Sprig and how Sprig solves the tension between user research and the speed at which product teams move today.

We also discussed why churn and retention always comes back to user onboarding, how you can determine which action to focus on for your onboarding experience and the considerations to be made between single-player mode and multiplayer mode during onboarding.

Today on the show we have Puneet Kataria, founder of CustomerSuccessBox.

In this episode, we talked about what made Puneet make the switch from engineering to sales, the importance of selling to the right customers to avoid churn, and we debated whether “customer success” is the right job title for the job.

 We also discussed the building blocks a customer success team needs, the five different animals of SaaS and the type of customer success model to use for each animal, and finally Puneet dove deep into the moving pieces of a successful customer success stack.

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 Harini Gokul, Chief Customer Officer at AWS.

In this episode, we talked about the challenges of building and scaling customer success teams at companies like Amazon and Microsoft, and how they bake their customers’ customer perspectives into their work, to deliver true value for their customers.

We also discussed the importance of being proactive and knowing what your customers might be wanting next, the characteristics and traits Harini looks for when hiring for customer success and why she invites different department colleagues to be part of the hiring process.

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 Gareth Drabble, Director of Customer Success, Northern Europe  at Contentsquare

In this episode, we talked about what led Gareth to Contentsquare, the recent acquisition of Hotjar, and what it means for Contentsquare, we then talked about how they plan to structure their customer success team as they scale, and what fuels its growth. 

 We also discussed how rushing into a tech touch model wobbled Contentsquare’s retention rates, and dove into how they use health scoring to predict adoption and retention, and how you can replicate the model for your company too. 

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.