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.

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.