Today on the show we have Angel Steger, Director Of Product Design at Facebook.

In this episode, we talked about what it’s like designing a building for over 2.7 billion users, how focusing on activation can increase retention, and how giving users a feeling of ownership had a big impact on Pinterest’s user activation.

We also discussed Qualitative research at Pinterest: How a bad hookup face helped increase their messaging response rate, and how Dropbox and Pinterest use internal experimentation systems to help avoid bad user experiences.

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 Brero, CRO, and Co-Founder of MadKudu.

In this episode, we talked about how Francis started out studying mechanical engineering and ended up founding a company now serving as the CFO, what MadKudu is and how they help their customers, and why starting off the company by helping companies predict churn didn’t work. 

We also discussed how a typical customer uses Madkudu and what success looks like for them, how Madkudu predicts retention at different time horizons, and the three stages of a customer’s lifecycle every CS team should know about.  

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 Ward Sandler, co-founder of MemberSpace.

In this episode, we talked about the biggest point of failure for first-time subscription business owners, the evolution of pricing and packaging at MemberSpace, and the importance of figuring out what customers are willing to pay before you build a product.

We also discussed how MemberSpace educates its customers on churn, how Ward maintains and keeps up with customer conversations as the company grows,  and how you can decrease churn with cancelation alternatives.

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 Adam Schoenfeld, VP of Strategy at Drift, and GM of Drift Video.

In this episode, we talked about how a customer-centric approach helped him build and scale two successful businesses, why he talks to his customers every single day, and why everyone at Drift has chat duty.

We also discussed the importance of churn & retention when a company is being acquired, and how Adam views churn and retention now as VP of strategy at Drift vs his previous views as CEO of his own 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.

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

Today on the show we have Bozena Pieniazek, Director of Marketing at Maze.

In this episode, we broke down the function of Product Marketing, discussed how it impacts churn and retention, shared views on where it should sit in a company, and dove into how product marketers help companies understand user personas and their different use cases.

We also discussed why Maze decided to rethink their positioning, how nailing your positioning & messaging, can help attract and bring in the right customers for your business, and how you can fill your marketing funnel by asking the right questions.

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 Mark Thompson, co-founder of PayKickstart.

In this episode, we talked about how an internal tool their team built ended up being their main product, affiliate programs as a channel for growth, and the challenges they face when it comes to churn & retention.

We also discussed how PayKickstart optimizes their onboarding to tackle churn, how they measure its impact, and how to avoid credit card failures by being proactive with your 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 David Brice, General Manager & Executive of the Customer Group at Envato

In this episode, we talked about how David made the switch from a green tech business owner to a marketplace software business General Manager, why Envato launched a subscription service alongside its 15-year-old transactional business, and how the two business models are treated within the company. 
 
We also discussed how they balance the supply and demand function to make sure their authors are earning a healthy income on both products, how they minimize churn and increase retention, their health metrics, and what David wished he knew about churn and retention when he first started out.

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 Panos Siozos, co-founder and CEO of LearnWorlds.

In this episode, we talked about what it was like for Panos to take the leap from a job in education & parliament to starting his own company, how COVID-19 has impacted the eLearning industry & how LearnWorld’s funnel tripled in just one day.
 
We also discussed how LearnWorld is retaining its customers in this new breed of teachers, how they use their own product to onboard their customers & educate them on how to succeed, & more.

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 John Henwood, Director of Customer Success at Productboard.

In this episode, we talked about how customer success has evolved over the past 10 years, how Customer Success’s approach to increasing retention differs at a big organization VS an early-stage startup, and how John prioritized his focus when he first joined Productboard.

We also discussed why Productboard’s Customer Success team handhold their customers through their onboarding process, how they measure success, and what was John’s thought-process when building out and scaling the customer success team at Productboard. 

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 Ryan Bonnici one of the World's Most Influential CMOs as named by Forbes currently leading the marketing team at G2.
 
In this episode, we talked about Ryan’s responsibilities as CMO at G2, how he and his team split their focus, and how G2’s Product team mirrors their marketing team’s structure.
 
We also discussed G2’s Buyer Intent and how it arms companies to predict churn, how their retention team measures success, and how they guide their free users into their paid funnel.
 
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.