Today on the show we have Miruna Dragomir, CMO of Planable.

In this episode, Miruna shares her experience in optimizing user acquisition for long-term retention.

We discuss her transition from large corporations like Uber and Oracle to an early-stage startup, Planable, and how she built and scaled the marketing team.

Miruna also delves into the integration of customer success and marketing, the retention strategies she used at Uber, and effective reactivation tactics.

We wrap up by exploring the challenges of B2B versus B2C marketing and the importance of creating user habits for sustained retention.

Mentioned Resources

• Planable
• Uber
• Oracle
• AgoraPulse
• Github

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

Today on the show we have Martin Gonto, the Co-Founder and GTM advisor of HyperGrowth Partners and interim CMO at Vercel.

In this episode, Gonto shares his experience in identifying and leveraging anti-retention metrics to optimize product strategies.

We then discussed the concept of next best actions and how these strategic steps can significantly enhance user retention.

We wrapped up by exploring practical examples from Gonto's work with various companies, highlighting actionable insights for startup growth.

Mentioned Resources:

• HyperGrowth Partners
• Deepgram
• Ashby
• Retool
• Auth0
• Vercel
• Vue
• Cursor
• GitHub
• CoPilot
• Sirius

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

Today on the show we have Andy Carvell, CEO and Co-Founder of Phiture.

In this episode, Andy shares the framework Phiture uses to increase mobile app retention, drawing from his extensive work with companies like SoundCloud and VSCO.

We discussed the future of mobile app interactions, including the potential of voice interfaces, AI, and wearable technology, and how these innovations fit into future growth strategies for mobile.

We wrapped up by diving into the importance of having a solid data tracking plan and Andy shared Phiture's systematic approach to help companies optimize their user engagement and retention strategies.

‍Mentioned Resources

• Phiture 
• SoundCloud 
• VSCO 
• Brian Balfour
• Reforge
• Braze
• FishBrain
• Phiture Taxonomy Template

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

Today on the show we have Tamara Grominsky, the Chief Strategy Officer at Unbounce.

In this episode, Tamara shares her experience in optimizing cancellation flows to reduce churn.

We then discussed how Unbounce implemented a data-driven approach to understand the reasons behind customer cancellations and how they tailored their strategies to different customer segments. We wrapped up by exploring the importance of cross-functional collaboration in driving successful churn reduction initiatives.

Mentioned Resources

• Unbounce
• PMM Camp
• Kajabi

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

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.