120 episodes

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.

CHURN.FM Andrew Michael

    • Business
    • 4.1 • 10 Ratings

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.

    EP 119 | Jeremey Donovan - How SalesLoft delight and retain customers by building fun, useful tools they give away.

    EP 119 | Jeremey Donovan - How SalesLoft delight and retain customers by building fun, useful tools they give away.

    Today on the show we have Jeremey Donovan, SVP of Revenue Strategy at SalesLoft.
    In this episode, Jeremey talks about his responsibilities as the SVP of Revenue Strategy at SalesLoft, what the word “Strategy” means to him and how he goes about implementing one. 
    We also discussed how building free tools helps SalesLoft with lead gen, customer delight and ultimately retention, and Jeremey then shared some ideas he and his sales team implemented throughout the years to boost retention.
    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 Andrew@churn.fm. Don't forget to follow us on Twitter.

    • 36 min
    EP 118 | Fletcher Richman (Atlassian) - Halp’s effortless and unique land and expand strategy that boosts retention.

    EP 118 | Fletcher Richman (Atlassian) - Halp’s effortless and unique land and expand strategy that boosts retention.

    Today on the show we have Fletcher Richman, co-founder of Halp who now serves as the head of Product for Halp after the recent acquisition by Atlassian.
    In this episode, we talked about the role churn and retention rate when it comes to evaluating an investment opportunity. We then moved on to discuss what Halp is, the motivation behind building it, and how they made the decision to pivot from building an integration tool, to a standalone ticketing solution built on top of Slack and Microsoft teams.
    We also discussed how keeping it simple helps Halp measure churn and retention, and then dove into their unique and effortless land and expand strategy. We also chatted about how starting with small teams makes their sales process easier and gives them more opportunity for expansion. 
    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 Andrew@churn.fm. Don't forget to follow us on Twitter.

    • 32 min
    EP 117 | Esben Friis-Jensen (Userflow) - How sale incentives drive net retention in customer success.

    EP 117 | Esben Friis-Jensen (Userflow) - How sale incentives drive net retention in customer success.

    Today on the show we have Esben Friis-Jensen, co-founder and Chief Growth Officer at Userflow. 
    In this episode, we talked about Esben’s experience building out the sales team at Cobalt and how they kicked their sales motion off the ground, what triggered the need for customer success 3 years in, and what the benefits are of having sales incentives as a customer success manager.
    We also discussed how customer video interviews keep the Cobalt team on the same page when it comes to their ideal customer profile, why product led growth led Esben to join Userflow, and we dove into how being late in the market helped differentiate Userflow from its competition. 
    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 Andrew@churn.fm. Don't forget to follow us on Twitter.

    • 37 min
    EP 116 | Teresa Anania - How Zendesk is adapting best practices in product to customer success, and how it impacts churn and retention.

    EP 116 | Teresa Anania - How Zendesk is adapting best practices in product to customer success, and how it impacts churn and retention.

    Today on the show we have Teresa Anania, VP of Global Customer Success and Renewals at Zendesk.
    In this episode, we talked about effective ways to measure the impact of Customer Success, how Zendesk runs “experimentation programs” within their CS team, and Teresa also explains why time to value is their go-to metric. 
    We also discussed the role of a Practise Manager and their function within the team, how CS and sales work together in upsells and renewals, and how Zendesk makes sure to mitigate customer frustrations when being juggled between teams. 
    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 Andrew@churn.fm. Don't forget to follow us on Twitter.

    • 35 min
    EP 115 | Eric Keating - How Appcues customize their onboarding flow based on a “product adoption score” to increase retention.

    EP 115 | Eric Keating - How Appcues customize their onboarding flow based on a “product adoption score” to increase retention.

    Today on the show we have Eric Keating, VP of Marketing at Appcues.
    In this episode, we talked about how Appcues differentiate themselves from the pack operating in such a competitive market, how they use their own service and why their marketing team owns customer onboarding. 
    We also discussed how big successful companies got away with shitty customer onboarding experiences and why you cannot afford to do it now. We then dove into the importance of continuous onboarding, and talked about how Appcues uses a “product adoption score” to customize their onboarding flow to set up their customers for 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 on Andrew@churn.fm. Don't forget to follow us on Twitter

    • 29 min
    EP 114 | Cactus Raazi (EXOS) - How to increase customer retention through personalized pricing

    EP 114 | Cactus Raazi (EXOS) - How to increase customer retention through personalized pricing

    Today on the show we have Cactus Raazi, author of Price. 
    In this episode, we talked about what drove Cactus to write Price, his theory on; should pricing be personalized to individual customers, and the different building blocks to create a more personalized pricing approach.
     We also discussed the starting point of the pricing conversation within a company, why pricing is often a guesstimation, and why that’s a problem, and lastly Cactus shares different ways to drive expansion revenue from existing customers, by rewarding loyalty.
    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 andrew@churn.fm. Don't forget to follow us on Twitter.

    • 37 min

Customer Reviews

4.1 out of 5
10 Ratings

10 Ratings

maggli89 ,

Top class!

Great new podcast for subscription businesses, I hope Andrew keeps up the quality as this podcast is going to be a SaaS saver!

celaki ,

Your retention strategies crash course

This podcast is fast becoming our secret weapon.

The episodes often hit home on challenges we are currently facing in our subscription business and sharing them with the team has given us a crash course in retention and engagement strategies.

I would like to hear more episodes on activation strategies if possible ;)

DJGreg1984 ,

Super actionable takeaways in each episode

I really enjoyed the episode with Janna, super interesting to hear how they experimented with pricing to reduce churn. I hope the next episode is as good!

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