CHURN FM
CHURN FM is the podcast for subscription economy pros. Every Wednesday we hear how the world’s fastest growing companies are tackling churn and using retention & engagement to fuel their growth.
Episodes
263 episodes since 2019
E262 | How Data-Driven Automation Transforms Customer Success with Joe Di Grande
Today on the show, we have Joe Di Grande, the founder of Joe Does Tech Touch, a consulting firm specializing in customer success automation.In this episode, Joe discusses the transformative power of data-driven automation in customer suc...
September 11, 2024
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Episode 262
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36:46
E261 | From Zero to Success: How to Build Customer Success Teams from Scratch with Ben Francis
Today on the show we have Ben Francis, the Director of Customer Success at Evident.In this episode, Ben shares his experience in building and scaling customer success teams from scratch. He offers actionable insights on refining onboardi...
September 04, 2024
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Episode 261
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50:59
E260 | The PLG vs. SLG Debate: Surprising Insights from SaaS Benchmarks with Emilia Korczynska of User Pilot
Today on the show we have Emilia Korczynska, the VP of Marketing at Userpilot.In this episode, Emilia shares her insights into the ongoing debate between Product-Led Growth (PLG) and Sales-Led Growth (SLG) strategies in SaaS companies.
August 29, 2024
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Episode 260
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49:18
E259 | Identifying Your Ideal Customer Profile: A Data-Driven Approach with Goodfit's CEO Harrison Rose
Today on the show we have Harrison Rose, CEO and Co-founder of GoodFit.In this episode, Harrison shares his journey from founding Paddle, a revenue delivery platform for B2B SaaS, to starting GoodFit, a company that helps businesses iden...
August 21, 2024
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Episode 259
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44:07
E258 | Transforming Customer Success into a Growth Function with Entrust's Chief Customer Officer Harini Gokul
Today on the show we have Harini Gokul, the Chief Customer Officer of Entrust.In this episode, Harini shares her experience in transforming Entrust’s customer success function into a powerful growth engine. We dive into the strategies sh...
August 14, 2024
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Episode 258
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40:54
E257 | How to Build a Customer Success Team Leveraging Subject Matter Experts with Szuyin Leow
Today on the show we have Szuyin Leow, the VP of Customer Experience at Transcend.In this episode, Szuyin shares her experience transitioning from IT security consulting to customer success, and how leveraging subject matter experts has ...
August 07, 2024
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Episode 257
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46:05
E256 | Community-Driven Development: Boosting Retention with Integrations with Biro Florin
Today on the show we have Biro Florin, a misfit, angel investor, exited founder, and show host of Misfit Founders.In this episode, Biro shares his experience in building successful integrations within the Atlassian marketplace.We ...
July 31, 2024
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Episode 256
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45:26
E255 | Navigating Growth and Retention: Lessons from PostHog’s CEO, James Hawkins
Today on the show we have James Hawkins, CEO and co-founder of PostHog.In this episode, James shares his experience navigating growth and retention at PostHog. He discusses his journey from working in outbound sales to leading a product-...
July 24, 2024
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Episode 255
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42:36
E254 | Reactivation Tactics: Transforming Cancellations into Customer Retention Opportunities with Baird Hall
Today on the show we have Baird Hall, the co-founder of Churnkey.In this episode, Baird shares his experience in developing effective reactivation campaigns and the importance of segmentation in retention strategies.We then discus...
July 17, 2024
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Episode 254
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40:22
E253 | Optimising Positioning, Messaging, and Buyer Enablement to Drive Customer Success with Jason Oakley
Today on the show we have Jason Oakley, the founder of Productive PMM and former Director of Product Marketing at Klue and Chili Piper.In this episode, Jason shares his experience in building product marketing from the ground up, focusin...
July 10, 2024
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Episode 253
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34:15
E252 | Preventing Team Churn: Leadership Tactics for Retaining Talent with Mr Joe
Today on the show we have Joe Leech, a Coach to CEOs with 18 years of tech experience, working with over 30 startups and FTSE100 giants.In this episode, Joe shares his insights on retaining top talent and preventing team churn.We ...
July 03, 2024
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Episode 252
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51:19
E251 | Pricing & Packaging for Long-Term Customer Retention with Mark Stiving
Today on the show we have Mark Stiving, the founder of Impact Pricing and author of "Selling Value", "Impact Pricing", and "Win Keep Grow".In this episode, Mark shares his experience in the intricacies of pricing and packaging strategies...
June 26, 2024
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Episode 251
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36:50
E250 | How Disco Boosted Virality by Switching Activation Channels with Justin Vandehey
Today on the show we have Justin Vandehey, the Director of Partner Integrations and Development at Culture Amp.In this episode, Justin shares his experience in growing Disco, a Slack-based employee recognition platform, which was acquire...
June 19, 2024
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Episode 250
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32:51
E249 | Optimizing User Acquisition for Long-Term Retention with Planable's CMO, Miruna Dragomir
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 Ora...
June 12, 2024
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Episode 249
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36:42
E248 | How Anti-Retention Metrics and Next Best Actions Boost Retention with Martin Gonto
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 produc...
June 05, 2024
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Episode 248
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37:32
E247 | Mastering Mobile Retention: Insights from SoundCloud and VSCO with Andy Carvell from Phiture
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.<...
May 29, 2024
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Episode 247
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44:35
E246 | Optimizing Cancellation Flows to Reduce Churn: Unbounce’s Approach with Tamara Grominsky
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-dr...
May 22, 2024
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Episode 246
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41:10
E245 | Shaping Customer Discovery During Active Vs Passive Looking Phases with Ryan Singer
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. <...
May 15, 2024
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Episode 245
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45:32
E244 | Enhancing Product and Customer Success Alignment to Deliver Customer Value with PagerDuty's VP of CS, Heather Brown
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 suc...
May 08, 2024
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Episode 244
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38:02
E243 | Mitigating the Impact of Customer Champion Turnover with Customer.io's VP of Customer Experience, Natalie Onions
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 ...
May 01, 2024
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Episode 243
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40:37
E242 | Navigating the Challenges of Product Management in Horizontal Products with Softr's Austin Yang
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.
April 23, 2024
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Episode 242
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36:39
E241 | Crafting Your Homepage to Increase Conversions and Boost Customer Retention with Rob and Anthony of Fletch PMM
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 ...
April 17, 2024
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Episode 241
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51:27
E240 | Embracing a Generalist Mindset and Flexibility in Career Growth: Céline Daley’s Journey to VP of Customer at DeepL
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 spa...
April 10, 2024
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Episode 240
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41:43
E239 | Closing the Feedback Loop: Cycle's Journey to Boost Customer Retention
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...
April 03, 2024
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Episode 239
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39:39
E238 | Preventing Churn Through Strategic Objection Handling with Vendr's Lizzy Rosen
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 eff...
March 27, 2024
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Episode 238
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38:17