Today on churn.fm we have Mike Fiorillo the Founder of Optimology and previously a Growth Product Manager and Head of Optimization at Invision. Invision is a digital product design platform powering the world’s best user experiences.

We chatted about Mike’s experience at Invision and his journey transitioning from conversion rate optimisation to product growth when they realised they were hitting diminishing returns on the CRO experiments being run. We discussed how they calculated the sample size required for tests and the statistical significance, how they prioritised experiments to run, and their process of building context for these experiments through quantitative and qualitative research.

We also discussed how testing mitigates opinions and how Invision accidentally increased retention by focusing on virality.

I hope you enjoy this episode!

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

In today's episode of churn.fm, we have Julie Hogan, VP of the Customer team at Drift - a conversational marketing platform.

We chatted about Julie’s early days at both HubSpot and Drift and the challenges that come with building category-defining businesses. The impact that the stage of your business has on churn and retention, and the importance of focusing on your early adopters to convert them into lifelong customer evangelists.

We also discussed the 3 sins of customer success, how drawing inspiration from businesses outside your industry can improve your processes, and the importance of focusing on leading indicators as opposed to the final score.

Surprise, surprise this was a great conversation, enjoy the episode!

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

In today’s episode, I chatted to Steli Efti, the CEO & Co-founder of Close. A cloud-based CRM software optimized to help salespeople close more deals.

We talked about how Close aligns their sales, success, and company around long term retention. 

We also touched on how to build a predictable, repeatable, and scalable sales process, how to define your ideal customer persona, the biggest mistake sales teams make, and why building up your sales teams confidence will reduce churn by aligning their pitch with the value your company delivers.

I hope you enjoy the show!

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

In today’s episode, I chatted to Shaun Clowes, the Chief Product Officer at Metromile and previous Head of Growth at Atlassian.

We talked about how Atlassian measured success in the early days and their relentless focus on delivering value. 

We also touched on why enterprise users are more similar to their SMB counterparts than you think, Atlassian’s land and grab strategy that fueled their expansion revenue and the differences in tackling churn between B2B and B2C companies.

This was one of my favorite interviews to date, I hope you enjoy the show.

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

On the show today we welcome Pulkit Agrawal, Co-founder & CEO at Chameleon, a platform that helps companies build user onboarding without writing a line code.  

Tune in as we discuss why you should care about your user onboarding experience, its relationship to churn and retention, and user onboarding tests you can run in your business.

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

In this episode, I share the mic with Nir Eyal, author of the best-selling book Hooked: How to Build Habit-Forming Products. 

Listen in as Nir explains the Hook Model, the role of frequency and why frequency is the number one reason your product is not going to become a habit, the ethical way to build habit-forming products, and his new book Indistractable. 

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

Today on CHURN.FM we have Heidi Gibson with us. Heidi is a Senior Director of Product Management at GoDaddy. Heidi was tasked with building a cross-functional growth team of product and marketing, focused on acquisition, retention, and engagement over the last 3 years at GoDaddy. 

Tune in as Heidi explains how they measure retention across their different products, their magic metric to success, how they use support as a secret weapon, and how GoDaddy is transitioning themselves from a commodity service company to a software as a service business.

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

Today on CHURN.FM we’re featuring Pedro Magriço. Pedro was previously the Director of Product Growth at Typeform. In this episode, Pedro shares what he learned working at Typeform over the last 5 years.

We dive into the experiments they tried to reduce churn, their success with integrations, how to A/B test pricing and much more.

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

Janna Bastow is the Founder and CEO of ProdPad. On CHURN.FM today she shares their unique approach to gamifying onboarding and how experimenting with value-based pricing helped them cross over the magic threshold to negative churn.

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

Today on CHURN.FM our guest is Savvas Zortikis, the CEO & Founder of Viral Loops. Savvas talks about the importance of customer success at the very early stage and how they go about tackling churn and retention as a team.

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