CHURN FM

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.

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.

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.

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.

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.

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.

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.

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.

Today is a BIG day as Churn FM turns 100 episodes old! 

It’s been an amazing learning curve and I’ve been super lucky to speak to and learn from some of the brightest minds in the business. 

For this special episode I wanted to give back to you, and all the other listeners of the show, who have helped shape and make it what it is today. 

So to do that I turned to our amazing guests and asked for a big favour which they were super cool about and agreed to. 

This week you can stand a chance to win a free 30-min coaching call with one of our guests participating, to experience the learnings first hand and get to ask that question you wish I had. We have over 20 guests participating and I’m sure more will follow this week which is awesome.

To stand a chance of winning a session all you need to do is subscribe to our newsletter on churn.fm, listen to an episode of the guest you’d love to meet and share it on Twitter or LinkedIn to qualify.

One of these amazing guests who’s agreed to take part is with us today on the show. 

Ziv Peled is the Chief Customer Officer at AppsFlyer and no stranger to Churn FM either as we previously hosted him on episode 50

In this episode, we talked about the concept of 1% done in a SaaS business and why Ziv is now starting to look at the 99%, we also chatted about what has changed for Ziv in the past 7 years at AppsFlyer when it comes to retention, and what has stayed the same. 

We also discussed the different challenges of NPS and the importance of speaking to the right people within an organization, how Ziv measures the success of his CSM’s with a score based on inputs within their control, and how their team forecasts revenue and renewals.

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 Emily González-Cebrián, co-founder and CEO of Froged.

In this episode, we talked about why Emily decided to make the jump and start a SaaS business, how Froged was born, who their main customers are and how they help them with churn and retention. 

We also discussed the importance of onboarding and activation, their unique personalized and human onboarding experience, and how Froged uses Froged to retain their 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.