Today on the Churn.fm, we have Olga Andrienko, Head of Global Marketing at SEMrush.

In today's episode, we discussed SEMrush’s rapid growth and how it affected their churn rate, why they decided to switch their focus to customer retention, and how they use social media to identify their ideal customer profile.

Olga also shared how SEMrush used Easter Eggs to gamify user engagement and how they use the SEMrush community Facebook group to get users actively involved in product development.

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 Churn.fm, we have Ziv Peled, Chief Customer Officer at AppsFlyer

In today's episode, we discussed how Ziv built AppsFlyer’s customer success team from scratch, how he set the key metrics, and how the team evolved to generate over $100 million in expansion revenue in the last 20 months for the company.

Ziv also shared the three main things he looked for when hiring a new customer success manager at the start, why Annual Recurring Revenue churn is the most critical metric for a Customer Success team, and his future plans to prevent "customer champion 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 Churn.fm, we have Huw Slater, the Chief Financial Officer at Travelperk!

In today's episode, we discussed the importance of looking at cohorts when measuring retention, how Huw goes about measuring a customers' lifetime value, and whether or not word of mouth can be measured. 

We also talked about the concept of a "growth ceiling" and how Huw evaluates opportunities that drive growth to allocate capital to.

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 Churn.fm, we have Aazar Shad, Head of Growth at User Pilot!

In today's episode, we discussed how Aazar realized User Pilot had a churn issue as they were rapidly growing, the signals he uses to identify churn risk, and how he went about building the customer success team from nothing. 

We also dived deep into the power of visualizing progress in the onboarding phase and how transparency can be a tool to keep your customers engaged.

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 Churn.fm, we have Arundhati Balachandran, Director of Customer Sucess at Chargebee.

In today's episode, we discussed about the role of Chargebee's customer success team in enabling expansion revenue, the specialization within the team, and the importance of cross-team collaboration in fighting churn.

We also dived deep into how data plays a role in deciding customer touchpoints, the customer onboarding process within Chargebee, and Arundhati's one piece of advice for any company battling with 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 Churn.fm, we have Yuval Keshtcher, the founder of UX Writing Hub.

In today's episode, we talked about the art and science of UX writing, and how it can be a game-changer when it comes to improving conversion, reducing churn and increasing revenue.

Yuval also shared how companies can use metaphors to maintain copywriting consistency, his step by step process in helping companies enhance their copy, and a real-life case study of a previous client of his.

Lastly, we also talked about how using shady tactics and dark patterns can damage your brand and customer retention, andy why copywriting is the first step of reducing 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 Churn.fm, we have Chris Savage, the CEO and Co-founder of Wistia!

In today's episode, we talked about how having a creative brand can help retain loyal customers, how churn and retention have changed in Wistia over the years, and why qualitative data is irreplaceable.

Chris also shared the story of why he and his co-founder decided to take on $17M in debt, things he wished he realized earlier in regards to churn, and the ownership of churn metrics within Wistia.

 We also talked about expansion revenue and its' importance, how Wistia uses their own product to improve customer retention, and Chris' pieces of advice on churn and retention for those who are just starting 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 Churn.fm we have Emeric Ernoult, CEO and Founder of Agorapulse. 

In this episode, we talked about the role of communities in customer retention and using social media as a channel for customer support.

Emeric also shared his learnings about churn and retention in his entrepreneurial career. He dived deep into his past churn metrics, future goals, and how he plans to further tackle churn at Agorapulse. 

We also talked about how to design your product roadmap based on customer feedback, and how you can package your product to appeal to new and different audiences.

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]. Now enjoy the episode.

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

Today on Churn.fm we have Bob Moore, serial entrepreneur and the co-founder and CEO of Crossbeam, a platform that helps companies find overlapping customers and prospects while keeping the rest of their data private and secure. Bob was also the founder of RJ Metrics and Stitch, two data analytics startups that got acquired by Magento and Talend respectively.

In this episode, Bob shared his experience on how his company’s churn rate affected their acquisition value, how partnerships can be a powerful tool to fight churn, and why he decided to build Crossbeam.

We also discussed why Bob considered RJ Metrics exit as a $2.6 Billion fail, how better product positioning helped them decrease churn, and how a change in your customer mindset can affect your product-market fit.

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]. Now enjoy the episode.

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

I wish you a happy new year, and hope you are having a great start of the year! Today on Churn.fm, we have Casey Graham, CEO and Founder of Gravy, a subscription payment recovery service that helps companies fight involuntary churn.

We talked about how Casey's experience with bad customer churn inspired him to start Gravy, the main reasons for failed payments in SaaS businesses, and why Casey thinks a hands-on, human approach is the best way to fight churn.

We also dived into the different kinds of buyer personas Gravy has identified for their business, why slowing down their onboarding process helped them increase their customer lifetime value, and the importance of having a champion within your customer's 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]. Now enjoy the episode.

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