Today on the show we have Samuel Hulick, the person behind the infamous onboarding teardowns from UserOnboard.com

In this episode, we talked about the single biggest mistake that product companies keep repeating when it comes to user onboarding, how Samuel approaches building an onboarding experience, and the key metrics he believes are important to measure. 

We also discussed where onboarding starts & ends, Slack & Duolingo’s onboarding experience & what makes them stand out, and last but not least we chatted about the relationship between retention & onboarding through Samuel’s lense. 
 
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 Sjoerd Handgraaf, CMO at Sharetribe. 

In this episode, we talked about why retention is key to tackling the supply vs demand problem in marketplace businesses, what liquidity is and why it is important, and the key things you need to be looking at when building a marketplace business.

We also discussed early churn at Sharetribe, why they built an entirely new product to tackle graduation churn, and how the Sharetribe’s marketing team operates around churn and 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.

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

Today on the show we have Mark Roberge, Managing Director at Stage 2 Capital, and former Chief Revenue Officer at Hubspot. 

In this episode, we talked about the strengths of a successful CRO, the growth phases of a company’s lifecycle, and why retention is the one metric that defines product-market fit.  

We also discussed the pillars of a good go-to-market strategy, how Hubspot discovered their key leading indicators for customer retention in the early days, and 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 Georgiana Laudi, Co-Founder of Forget the Funnel.

In this episode, we talked about how Georgiana decided to focus on SaaS and build Forget the Funnel, the type of work they do for their clients, and how they evaluate the health of their client’s business to identify where there’s an opportunity for growth.

 We also discussed The “Jobs to be done” framework, their process, how they set up, and conduct surveys in order to pull out what the customer’s jobs to be done are, and lastly, we talked about customer experience mapping. 

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 Rahul Vohra, founder, and CEO of Superhuman.

In this episode, we talked about what motivated Rahul to build Superhuman, how they iterated their way towards product-market fit, and how they built the product-market fit engine. 

We also discussed how the Superhuman team analyzes and segments the right feedback to focus on, why & how their onboarding process brought in Industry-leading metrics, and lastly, the right way to get people to talk about your product.

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 Amaan Nathoo, Head of Customer Success at Later. 

In this episode, we talked about the moment Amaan decided to shift from Sales to Customer Success, how using a growth ceiling calculator helped him realize they had to double down on retention and how customer success fits in a product-led world. 

We also discussed how Later’s Customer Success team makes up 8% of the entire company, what they focus on, their KPI’s, how it’s structured, and lastly the retention experiment mindset at Later. 

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 Jay Nathan & Jeff Breunsbach, managing partners at Customer Imperative.
 
In this episode, we talked about what they do at Customer Imperative, the biggest difference Jay and Jeff see between the way Customer Success teams operate, and how their quick Time to Value process helps their clients see tangible results in just 30 to 45 days.
 
We also discussed the process they use to put together a customer health score and what to avoid, why companies “push back” on customer success, and who should own customer retention within an organization. 
 
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 Bryant Chou, Co-founder, CTO, and Head of Growth of Webflow.

In this episode, we talked about Webflow’s “no sugarcoating” product philosophy, the no-code movement, why churn & retention at Webflow have taken a backseat, and how they overcome their new users learning curve through total transparency.

We also discussed how Bryant and his team use customer segmentation to take their product to the next level, the rosetta stone of Webflow (databook), and how to eliminate bias when collecting and analyzing data.

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 Robbie Kellman Baxter, author of the best-selling book “The Membership Economy” and the newly launched “The Forever Transaction”.

In this episode, we talked about what a Forever Transaction is and how to implement it in your business, what influenced Robbie to write her books, and how SaaS businesses’ have changed their view on retention over time. 

We also discussed why Robbie thinks providing real value is key to cementing trust with your customers during a crisis and if you’re one of the few seeing an influx of new customers how to make sure they’re here to stay.

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 Alex Atkins, Head of Growth at CXL Institute.

In this episode, we talked about the process Alex took to decide the key metrics to focus on during his early days at CXL, what motivated him to work more on churn & retention over acquisition, and how they saw an increase in customer retention within 3 months of the team's new focus.  

We also discussed how the growth team at CXL is built, their efforts to put out the fire Covid19 is causing their business, and how they managed to persuade 37% of their customers at risk not to 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.