Retention Talk

Retention Talk episodes:

• 03.30.2022

  Locking out customers | Loomly's Thibaud Clément

  On today's episode of Retention Talk, Loomly Co-Founder Thibaud Clément talks about triaging customer feedback, term optimization, and locking out customers.

  
• 03.23.2022

  Predicting Churn | ProdPad's Janna Bastow

  On today's episode of Retention Talk, ProdPad CEO & Co-Founder Janna Bastow talks about engaged users, predicting churn, and packaging & pricing.

  
• 03.16.2022

  Focusing on second month retention | Winc's Jai Dolwani

  On today's episode of Retention Talk, I speak with Jai Dolwani, CMO at Winc. We talk about cancellation flows, second month retention and covering CX holes with NPS.

  
• 03.09.2022

  The customer isn't always right | Kelly Yanke Deltener

  On today's episode of Retention Talk, I speak with Kelly Yanke Deltener former Head of Product at CoSchedule. We talk about keeping churned customers in the company biome, figuring out what a successful customer looks like, and why the customer...

  
• 03.02.2022

  Retaining through activations | Meister's Kevin Kuhn

  On today's episode of Retention Talk, I speak with Kevin Kuhn, Head of Product at Meister. We talk about moving away from the "solution-first" mindset, activation being the first step in retention, and building strong relationships with other teams.

  
• 02.16.2022

  Knowing when the customer journey is over | Supercast's Jason Sew Hoy

  On today's episode of Retention Talk, I speak with Jason Sew Hoy, Co-Founder and CEO at Supercast. We talk about going to where your customers already are, making cancelation reasons easily accessible to the team, and understanding the customer journey.

  
• 02.09.2022

  Two ways to segment churn | Close's Liz Stephany

  On today's episode of Retention Talk, I speak with Liz Stephany, Director of Customer Success at Close. We talk about eating your own dog food, learning from customer feedback, and putting churn into two buckets: avoidable churn and unavoidable churn.

  
• 02.02.2022

  Automating churn reduction | Workpuls' Maja Rajić Milivojević

  On today's episode of Retention Talk, I speak with Maja Rajić Milivojević, Customer Success Team Manager at Workpuls. We talk about driving automation to form as many connections as possible, gathering information in the cancellation flow, and being proactive about...

  
• 01.26.2022

  How to leverage cancellations | Who Gives A Crap's Jenna Tanenbaum

  On today's episode of Retention Talk, I speak with Jenna Tanenbaum Head of Growth Marketing at Who Gives A Crap. We talk about using social proof to see what customers are saying about your brand, implementing exit surveys to figure...

  
• 01.19.2022

  Retaining customers one bag at a time | Trade Coffee's Mike Lackman

  On today's episode of Retention Talk, I speak with Mike Lackman, CEO of Trade Coffee. We talk about acquiring customers the "right" way, retaining customers one bag at a time, and reducing friction in your cancellation process.

  
• 01.12.2022

  5 Key Strategies for User Retention

  Hey everyone, Neel here hoping your New Years is off to a terrific start. This week on Retention Talk, we’re going over 5 of the best pieces of retention advice from the season so far. We’ll be back next week...

  
• 12.15.2021

  Voice of the customer, dunning strategy, and customer loyalty | GoSite's Danielle Rojas

  On today's episode of Retention Talk, I speak with Danielle Rojas, former Director of Customer Experience & Growth at GoSite. We talk about voice of the customer programs, dunning strategy, and two kinds of customer loyalty.

  
• 12.08.2021

  Expansion revenue, CX perpetuity, and maintaining focus | Pipeliner's John Golden

  On today’s episode of Retention Talk, I speak with John Golden, Chief Strategy & Marketing Officer at Pipeliner CRM. We talk about the perpetuity of customer experience, expansion revenue, and how being focused gives you the best opportunity to succeed.

  
• 12.01.2021

  Integrating ecosystems, forecasting churn, and onboarding | Beatport's Romain Pouillon

  On today’s episode of Retention Talk, I talk with Romain Pouillon about his experience at Beatport including: being integrated with your customer’s ecosystem, using segmentation to forecast churn by cohort, and retention beginning with onboarding.

  
• 11.17.2021

  Onboarding, customer cohorts, and non-traditional CS | Knowledgehook's Travis Ratnam

  This week: Travis Ratnam (Co-Founder & CEO), Chad Bewley (Director of Programs and Outreach), and Meaghan Greene (Training and Learning Lead). They shared their retention learnings with Knowledgehook discussing onboarding, customer cohorts, and non-traditional CS

  
• 11.10.2021

  Better email campaigns, tracking metrics, and aligning teams | CompanyCam's Kelly Danahy

  Kelly Danahy, Sales Director at CompanyCam, joins us this week to talk about how CompanyCam has flipped the script to take a proactive instead of a reactive attitude toward retention, how they track and optimize metrics throughout the entire customer...

  
• 11.03.2021

  Overthinking, hacking retention, and rallying around metrics | Better Proposals' Adam Hempenstall

  Adam Hempenstall, Founder & CEO of Better Proposals, joins us this week to talk about how to combat overthinking when it comes to decisions, how to experiment at a rapid pace, and their no-nonsense approach to level-setting success metrics.

  
• 10.27.2021

  Customer surveys, leveraging NPS, and the power of onboarding | Hunt A Killer’s Mary Callaghan

  On today’s episode, I speak with Mary Callaghan, Sr. Lifecycle Manager, B2B over at Calm (at the time of this interview, she headed up retention over at Hunt A Killer). We talked about leveraging data across the entire stack, having...

  
• 10.20.2021

  Product roadmaps, leveraging data, and defining churn goals | Framer’s Oscar Carlsson

  Oscar Carlsson, Head of Growth at Framer, joins us this week to talk about how Framer uses data across all of their teams to track and monitor retention, when it might actually be a good idea to let certain customers...

  
• 10.19.2021

  Retention Talk Audio Trailer

  This is Retention Talk with ProfitWell's Neel Desai. In each episode, Neel talks to the best of the best in the world of product and customer experience to bring you actionable strategies on reducing churn and boosting retention.

  
• 10.08.2021

  Retention Talk Video Trailer

  When your customers start disappearing... so will you. This is Retention Talk with ProfitWell's Neel Desai. In each episode, Neel talks to the best of the best in the world of product and customer experience to bring you actionable strategies...