CHURN FM

Today on the show we have Babis Makrynikolas, VP of Product and Pricing at Blueground.

In this episode, Babis explains what Blueground is and what his role is responsible for as the VP of Product and Pricing, we then dove into his experience at Amazon with pricing and packaging strategies, their methodology, customer interviews and more.

 We also discussed Babi’s challenges moving from a data-driven company like Amazon, to a fast-growing startup, and how their Business Intelligence team at Blueground operates. 

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 Jeff Heckler, global head of customer success at Pipedrive.

In this episode, we talked about how Jeff went from being a numbers guy to a career in customer success, how Pipedrive’s CS team scaled from 15 to 55 people in just 18 months, and how the team is now structured.

 We also discussed the functions of a Customer Success operations team, the engagement and growth team within customer success, and the populations they serve. We then dove into KPI’s, key metrics, and how their team is empowered to drive success.

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 Sharad Khandelwal, co-founder, and CEO at SentiSum.

In this episode, we talked about what motivated Sharad to build SentiSum, how brands leverage their customer conversation data to help increase retention, and how many customer conversations companies have to have before a platform like Sentisum really makes a difference. 

We also discussed the different challenges organizations face when it comes to utilizing customer support data, how the market has evolved, and we then briefly chatted about how frustrating customer support bots can be, and their differences with automations. 

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 Alfie Marsh, Head of US GTM at Spendesk.

In this episode, we talked about Alfie’s responsibilities as Head of US GTM, the differences between the go-to-market strategies launching in the US vs the UK, and the different ways their sales team contributes to retention.

We also discussed the positive impact on churn by knowing exactly who your ideal customer profile is when sourcing outbound leads, identifying and reaching out to outbound prospects and how product positioning has the power to transform your 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 on [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Srikrishnan Ganesa, co-founder and CEO of Rocketlane.

In this episode, Shri shares his experience navigating through a couple of acquisitions and how trust is the main component that ensures a smooth integration between the companies, Shri also shared what Konotor (his first startup) did prior to being acquired by FreshWorks and what their growth looked like leading to the acquisition. 

We then discussed how Freshchat changed their target customer by taking a step back and taking a look at the overall market, how that decision accelerated its growth, which then inspired Shri to take the leap once again and build a new product, Rocketlane.

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 Paul Lynch, CEO at Chargify. 

In this episode with Paul, as a venture partner at Scaleworks we talked about their focus on investing in companies and operating them to drive growth, how they decide which companies to invest in and the enormous impact churn and retention has on making their investment  decisions. 

 We also discussed how Chargify sets targets and the metrics they need to focus on, why a data analyst should be one of your first hires, or not, and lastly... is there such a thing as acceptable 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 an extremely exciting announcement to make and I am joined by a special guest, Panos Papadopoulos, partner at Marathon Venture Capital.

In this episode, we talked about what Panos misses the most about being an entrepreneur having made his move into venture capital.

We also discussed why every VP or C Level of a company should spend time on support and dove into why communication and alignment within a team is critical when it comes to combating churn and increasing retention. 

We then discussed why Panos and team have decided to invest in a new startup I’m launching called Avrio. I’m extremely excited to share the news with you first on Churn FM as for those that don’t know, I started the show to build an audience before building a product, and after 2 years and 120+ episodes later, today is the day we’re launching. If you’re eager to find out what we’re building you can jump straight to the announcement at 25:00 minutes in.

As always, and more so today 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 Wayne McCulloch, Global Head of Customer Success at Google Cloud (SaaS).

In this episode, we talked about the evolution of Customer Success at Salesforce, the greatest challenge Customer Success reps face and Wayne then shared his biggest learning moving into the Customer Success industry.

We also discussed the importance of data when it comes to customer success at Salesforce, and dove into how to build a CS framework to reach a Salesforce or Google Cloud level of sophistication.

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 Etie Hertz, co-founder and CEO of Loris.ai.

In this episode, we talked about why Etie decided to double down on support and build Loris.ai, how it works, and how their customers use it to reduce churn. 

We then dove into Etie’s experience building his previous company Payment Revolution. How they prevented churn at the very beginning and how they made sure to stay top of mind. Etie then shared how they dealt with the customer transition between Payment Revolution and ShopKeep when they got acquired.

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 Jeremey Donovan, SVP of Revenue Strategy at SalesLoft.

In this episode, Jeremey talks about his responsibilities as the SVP of Revenue Strategy at SalesLoft, what the word “Strategy” means to him and how he goes about implementing one. 

We also discussed how building free tools helps SalesLoft with lead gen, customer delight and ultimately retention, and Jeremey then shared some ideas he and his sales team implemented throughout the years to boost 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.