Today on the show, we have Jamie Davidson, CEO and co-founder of Vitally.

In this episode, Jamie shares his expertise in Customer Success and the impact of his technical background on his role.

We then discussed the evolving landscape of customer engagement and the need for customer success teams to redefine their strategies in the absence of direct communication with customers. Jamie emphasizes the importance of internal workflows, customer education, and onboarding in driving customer success.

We wrapped up with Jamie providing insights into the current market challenges, such as budget cuts and negotiations. Jamie highlights the need for customer success teams to innovate and prove their value through data-driven approaches.

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.

Mentioned Resources:

• Vitally.io
• Pathgather
• Google
• Loom
• Notion
• Zendesk
• Synthesia

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

Today on the show we have Jonathan Riftin, the Director of Customer Success at Optimove.

In this episode, Jonathan shares his experience in implementing strategies to drive customer success manager (CSM) behavior towards advocacy and upsells.

He discusses the importance of setting compensation goals, streamlining processes, leveraging data, and empowering CSMs.

Tune in to discover how to elevate CSM performance and drive customer advocacy in your organization.

Mentioned Resources:

• Optimove
• OK Computer by Radiohead
• G2crowd

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

Today on the show we have Meg Gowell, the Director of Growth Marketing at Appcues.

In this episode, Meg shares her experience in understanding and acquiring the ideal customer profile.

She discusses the importance of knowing what "good" looks like in your customer base and using conversion data to optimize ad campaigns.

Meg also talks about the process of defining the ideal customer profile and leveraging organic content to drive paid strategy. Furthermore, she explains how Appcues uses lead scoring and conversion tracking to work together with their sales team for effective pipeline management.

Tune in to learn more about unlocking the secrets of acquiring your ideal customer profile with Meg Gowell.

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:

• Appcues
• MadKudu
• Clearbit

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

Today on the show we have Dan Lenton, the CEO and founder of Ivy, bringing all the best in class AI frameworks, infrastructure, and hardware directly to you in one line of code.

In this episode, Dan shares his experience in building a strong community around Ivy. With over 12,500 GitHub stars, 1.2K open-source contributors, and 15,000 members in their Discord community, Ivy has quickly gained traction and become a go-to resource for AI developers.

Dan discusses the value of open-sourcing Ivy's technology and the impact it has had on fostering community engagement and education. He highlights the importance of feedback from the community in shaping the direction of the platform and how it has played a crucial role in the growth and success of Ivy.

Tune in to learn more about how Dan has leveraged the power of community to build and advance Ivy, the challenges of balancing community needs with user expectations, and the exciting opportunities that lie ahead.

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:

• Ivy
• Python
• TensorFlow
• PyTorch
• Chainer
• Apache MXNet
• Caffe
• OpenAI
• Google DeepMind
• Meta
• Microsoft
• Boston Dynamics
• Nvidia
• YouTube
• Discord
• C++
• GitHub
• Red Hat
• GitLab
• MongoDB
• Hugging Face
• Python
• Gmail
• JavaScript
• Pandas
• Julia
• Matlab
• NumPy

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

Today on the show we have Kelsey Peterson, VP of Customer Success at Ashby, an all-in-one recruiting platform. 

In this episode, Kelsey shares her experience in strategic partnerships and how they drive customer retention. 

We discuss the importance of identifying the right partners, aligning goals, and creating value for customers. 

Kelsey also talks about the challenges of managing partnerships at scale and the role of different teams in the process. 

If you're interested in learning how to leverage strategic partnerships to drive customer retention, this episode is for you. 

Mentioned Resources:

• Ashby
• HubSpot
• Help Scout
• Crossbeam

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

Today on the show we have Leah Tharin, a growth advisor and former head of product and growth at Jua.

In this episode, Leah shares her experience in product-led growth, specifically focusing on her time at Smallpdf where they adopted a micro-tools approach to optimize their acquisition and retention strategies.

Leah discusses the importance of understanding different customer segments and their specific needs, as well as the role of data in driving decision-making. She also explores the challenges of balancing monetization with a freemium model and the impact of SEO on product-led growth.

If you're looking for insights on how to optimize your product-led growth strategy and improve customer retention, this episode is a must-listen. Don't miss out on Leah's practical advice and unique perspective on the subscription economy.

Mentioned Resources:

• Jua
• Smallpdf
• CDP (Customer Data Platform)
• ChatGPT
• Noteable
• Outcome Driven Innovation

Today on the show we have Luis Barbosa, the Customer Experience Leader at Teya.

In this episode, Luis shares his experience in the Navy and how it shaped his approach to customer success. 

We then discussed the role of customer success operations and its importance in improving processes and enhancing customer relationships. 

Lastly, we wrapped up by talking about the challenges of transitioning accounts between customer success managers and the need for proper documentation.

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.

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

Today on the show we have Caroline, the Co-Founder and CEO of Arcade, a platform that enables anyone to build powerful interactive experiences. 

In this episode, Caroline shares her experience in venture capital and why she decided to start her own company. She discusses the challenges of building a product-led growth company and the importance of constantly experimenting and iterating. 

Caroline also talks about the value of understanding customer behavior and how it can impact churn and retention. 

Tune in to learn more about Caroline's journey and insights into building a successful startup.

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

Today on the show we have Krish Ramineni, Co-Founder and CEO of Fireflies.ai.

Krish shared some amazing insights on topics like transitioning from product management at Microsoft to CEO of a startup, the challenges and advantages of working in a small organization, and the importance of synthesizing qualitative and quantitative insights.

We also delved into the impact of ChatGPT and generative AI on the market, the strategies Fireflies has used to stay ahead of the competition, and the future of AI in meeting assistance.

We can't wait for you to tune in and, as always, your feedback is invaluable to us. Let us know your thoughts on this episode!

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

Today on the show we have Ziv Peled, the Chief Customer Officer of AppsFlyer. 

Ziv recounts his whirlwind journey of meeting with over 20 customers in a span of three weeks. We delve deep into the significance of face-to-face interactions with customers, especially when times are tough, and explore how customer success teams can go above and beyond just delivering a product.

Ziv offers a unique perspective on the repercussions of the financial crisis on marketing divisions and spills the beans on how AppsFlyer is shaking things up with a revamped compensation strategy for their customer success team.

We can't wait for you to tune in and, as always, your feedback is invaluable to us. Let us know your thoughts on this episode!

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