March 03, 2021

EP 103 | Brian LaFaille (Google) - Why Brian threw out the notion of customer journey maps and replaced it with a behaviour mapping exercise to increase retention.

33 minutes

Today on the show we have Brian LaFaille, Global Head, Customer Success Strategic Programs at Google.

In this episode, we talked about how Brian is navigating customer retention post the Google acquisition, how both Google and Looker benefited from joining forces, and how they managed and prepared their existing customers for the transition.

We also discussed Looker’s explosive growth since joining Google, and why Brian threw out the notion of customer journey maps and replaced it with a behaviour mapping exercise. Brian also shares the one thing he learned about churn and retention that he had a different perspective on before joining Google.

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.

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