Today on the show we have Ryan Singer, the founder of Felt Presence and former head of strategy at Basecamp.

In this episode, Ryan shares his experience in evolving the Shape Up framework to better fit diverse team structures and needs.

We then discussed his insights on navigating customer engagement through the concepts of active vs. passive looking.

We wrapped up by discussing how these strategies are applied in real-world scenarios to enhance customer discovery and engagement processes.

Mentioned Resources

• Shape Up 
• Felt Presence
• Basecamp
• Hotjar
• Shaping in Real Life
• How to Web Conference
• Bob Moesta
• Demand Side Sales 101
• Four Fits For $100M
• GPT-4

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

Today on the show we have Heather Brown, the VP of Global Commercial Sales and Customer Success at PagerDuty. 

In this episode, Heather shares her extensive experience in bridging the gap between product development and customer success to enhance company performance and customer value. 

We dive into the innovative strategies PagerDuty employs to ensure these two critical areas are not just aligned but also collaboratively driving the company's growth and customer satisfaction.

Heather also discusses the evolution of her role at PagerDuty, the importance of internal collaboration, and how integrating product feedback loops can significantly impact customer retention and success.

Mentioned Resources

• Product + Success: The Winning Dou for Customer Success (Tatyana Mamut)
• PagerDuty
• #IamRemarkable

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

Today on the show, we have Natalie Onions, the Vice President of Customer Experience at Customer.io. 

In this episode, Natalie shares her in-depth insights into the crucial role of customer champions in driving customer success and what happens when these key individuals leave the company.

We delve into the strategies that Customer.io employs to mitigate the risks associated with customer champion turnover and we wrapped up by discussing the importance of maintaining continuity and engagement in customer relationships and how to ensure the high standards of customer experience are upheld even in the face of such challenges.

Mentioned Resources

• Customer.io
• Big Button

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

Today on the show we have Austin Yang, the Lead Product Manager of Softr.

In this episode, Austin shares his experiences in the no-code space, particularly the unique challenges and opportunities it presents for product management.

We then discussed the impact of horizontal products that serve multiple industries, and we wrapped up by discussing how Softr is navigating product development and user needs in this diverse landscape.

Mentioned Resources

• Softr
• Landbot
• Austinyang.co

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

Today on the show we have Rob Kaminski and Anthony Pierri, the partners of Fletch PMM.

In this episode, Rob and Anthony share their journey in establishing Fletch PMM, a specialized firm helping early-stage B2B SaaS startups refine their website homepages. They delve into the pivotal role of a company’s homepage in positioning and messaging, crucial for attracting and retaining customers.

We then discussed the common pitfalls startups face when crafting their homepages and wrapped up by exploring strategic approaches to making these homepages more effective in communicating value succinctly.

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 at [email protected]. Don't forget to follow us on Twitter!

Mentioned Resources:

• Fletch PMM
• Hotjar
• Superhuman
• Loom

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

Today on the show we have Céline Daley, the VP of Customer at DeepL.

In this episode, Céline shares her unique insights into embracing a generalist mindset and the role of flexibility in navigating tech careers. With a background that spans from marketing to customer success, and from startups to global companies, Céline's journey showcases the power of adaptability and learning in driving career growth.

We then discussed the importance of understanding business needs and how seeking adventure can lead to unexpected and rewarding career paths. We wrapped up by exploring Céline's strategies for building and scaling customer success teams, and how her generalist approach has been a key factor in her success.

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 at [email protected]. Don't forget to follow us on Twitter.

Mentioned Resources:

• DeepL
• Brightwheel
• Zendesk
• Amanda Kleha
• Figma
• Anne Raimondi      
• Asana
• Jarek Kutylowski
• Emeric Ernoult   
• Agorapulse

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

Today on the show we have Mehdi Boudoukhane, the CEO & co-founder of Cycle.

In this episode, Mehdi shares his transformative journey from a data scientist in Johannesburg to launching Cycle, a company that seamlessly connects customer feedback with product development to close the feedback loop and enhance retention.

We then delved into how Cycle leverages feedback not just for product prioritization but as a tool to spread empathy across organizations and build trust with users, ultimately fostering a more engaged and loyal customer base.

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 at [email protected]. Don't forget to follow us on Twitter.

Mentioned Resources:

• Cycle App
• Hotjar
• Figma
• Notion
• Segment Analytics
• Eleanor Dorfman    
• Brian Balfour 
• Avrio
• Superhuman 

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

Today on the show we have Lizzy Rosen, the VP of Customer Success at Vendr.

In this episode, Lizzy shares her extensive experience in shaping the future of SaaS buying and how Vendr is revolutionizing the sales process to make it more efficient and transparent. We delve into the heart of objection handling, discussing how strategic approaches can significantly reduce customer churn and enhance retention rates in the competitive SaaS market.

We then explored the challenges and strategies involved in negotiation and pricing, and we wrapped up by discussing the crucial role of data in driving decisions and ensuring fair outcomes for both buyers and sellers.

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 at [email protected]. Don't forget to follow us on Twitter for the latest updates.

Mentioned Resources:

• Gong
• Vendr
• Vitally
• Redefining Customer Success Without Direct Engagement

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

Today on the show we have Adam Robinson, the CEO and Co-Founder of Retention.com.

In this episode, Adam shares his incredible journey of scaling Retention.com from zero to $20 million in ARR in just three and a half years, all without external funding.

We delve into the pivotal moments and strategies that propelled the company's rapid expansion, and Adam opens up about the challenges of navigating growth at such a fast pace. Adam's commitment to extreme transparency and building in public has set a new standard in the industry and offers valuable insights for entrepreneurs and business leaders alike.

We wrap up the discussion by touching on the importance of identifying and targeting the ideal customer profile, the role of strategic partnerships, and how Retention.com has navigated the complexities of expansion while maintaining a lean operation.

Mentioned Resources:

• Retention.com
• Maropost
• Jasper.ai
• Y Combinator
• Klaviyo
• Clearbit
• 6Sense
• Qualified
• Nordstrom
• Warby Parker
• Jolie  
• Dr. Squatch
• ZoomInfo
• Apollo.io
• Santosh Sharan 
• Hotjar
• Baremetrics

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

Today on the show we have Mohannad Ali, CEO of Hotjar.

In this episode, Mohannad shares his journey from VP of Engineering at HelloFresh to leading Hotjar. 

We dive into the nuances of B2B vs. B2C churn and retention strategies, drawing on his unique experience across both sectors. The conversation highlights the importance of understanding early vs. late churn and tailoring go-to-market strategies accordingly. 

Mohannad also offers a fresh perspective on the evolving role of technology in product-led growth and customer retention, especially in the context of AI and machine learning.

Mentioned Resources:

• Hotjar
• HelloFresh

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