Today on the show we have Tadas Labudis, co-founder and CEO of Prodsight.

In this episode, we talked about how multiple channels and siloed feedback can be a company’s biggest customer feedback analysis challenge, and how good data hygiene is the foundation of data collaboration across teams.   

We also dove into why you should rethink your churn exit survey and what you can do instead. Lastly we discussed the different ways you can analyze churn against support tickets and feature requests.

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.

Today on the show we have Julien Codorniou, VP of Workplace from Facebook.

In this episode we talked about Facebook’s obsession with user satisfaction, adoption and retention, how Workplace first started as an internal tool for facebook employees and why they decided to turn it into a business.

We also discussed Workplace’s superpower and how they differentiate from their competition, we also dove into their top-down and wall to wall growth and go-to market strategy, and finally discussed their biggest churn risk and how demand dictated the products’ direction.

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.

Today on the show we have Chris Hicken, CEO at 'nuffsaid.

In this episode, we talked about what drove Chris to build 'nuffsaid, and how it helps Customer Success teams. How userstesting.com conducts user testing to mitigate churn, and he also shares the 3 most common user testing mistakes that companies make. 

We also discussed the fundamentals of building an effective low-touch customer success model, how to level up it’s maturity and the skill sets needed to do so at each level.

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.

Today on the show we have Ashvin Vaidyanathan, author and CCO at Gainsight.

In this episode, we talked about the power and impact that Customer Success and Product teams have when joining forces, why Ashvin created a Customer Experience position to act as a liaison between the two teams and how they have a common north star metric they focus on.

We also discussed how the CS team determines which pain points are important to act upon, what that process looks like, how they measure the impact of multiple teams sharing one metric, and how a customer success team of over 150 professionals is structured.

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.

Today on the show we have Rav Dhaliwa, Investor and Venture Partner at Crane Venture Partners.

In this episode, we talked about Rav’s impressive career heading up CS at some of the top hyper-growth SaaS companies, how he’s seen the industry evolve over the past 15 years, and why CS leaders have two customers: the ones they serve externally and the teams they need to sell their value to internally.

Rav also shared tips on how to get started when setting up customer success and the one thing CS teams are getting wrong all around and how to improve it.

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.

Today on the show we have Francis Suarez, Mayor of Miami.

In this episode, we talked about the mass migration of startups and talent from places like San Francisco and New York to Miami. How Mayor Suarez retains his citizens by treating them as his customers, and what his citizen success team looks like. 

 We also discussed how the Mayor attracts VC’s to the city, how he onboards new citizens for success, Miami’s development roadmap, and how Miami is incentivising tech companies to make the move. 

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.

Today on the show we have Erica Ayotte, VP of Customer Success at Privy.

In this episode, we talked about the importance of having deep expertise in a Customer Success team and how every CS manager at Privy has their very own unique superpower. Erica also explains how Privy successfully manages to provide a high-touch model feel to their customers at scale.

 Erica also shares the tactics she uses to grab her customer’s attention when sharing helpful advice, how Customer Success, Product, and Marketing collaborate and share responsibility around customer communication at Privy, to avoid bombarding 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 on [email protected]. Don't forget to follow us on Twitter.

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Brian LaFaille, Global Head, Customer Success Strategic Programs at Google.

In this episode, we talked about how Brian is navigating customer retention post the Google acquisition, how both Google and Looker benefited from joining forces, and how they managed and prepared their existing customers for the transition.

 We also discussed Looker’s explosive growth since joining Google, and why Brian threw out the notion of customer journey maps and replaced it with a behaviour mapping exercise. Brian also shares the one thing he learned about churn and retention that he had a different perspective on before joining Google.

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.

Today on the show we have Harrison Rose, co-founder and Chief Customer Officer at Paddle.

In this episode, we talked about what it was like for Harrison to just finish school and dive straight into building a hyper growth company. We then chatted about category creation and how Paddle is defining their Revenue Delivery Platform that they are taking ownership of and working towards creating and becoming the category leader.

We also discussed the million dollar SaaS metric, how Paddle helps its customers with their retention challenges and helps untangle their Frankenstein revenue management stack. Harrison also shares some churn trends in the market and tips on how to deal with involuntary 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.

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Mike Sakaki VP of Customer Success & Support, and Tyler Ramsey, Senior Customer Success Manager at Mitek. 

In this episode, we talked about what Mitek is and what they do, why Mike and Tyler made the decision to shift their onboarding flow, and the steps they took to implement their new onboarding program in order to mitigate churn.

We also discussed the single metric Mitek uses to measure the ROI CSM’s deliver to the business and how they decided on that specific metric, how their CSM reduces the time to value and Mike also explains why every CSM team should have their own data analyst. 

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.