137 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 136 | Scott Singerman - Inside Mixpanel’s retention driving partnerships programs.

    EP 136 | Scott Singerman - Inside Mixpanel’s retention driving partnerships programs.

    Today on the show we have Scott Singerman, VP of Global Partnerships at Mixpanel. 
    In this episode, we talked about Scott’s role as a VP of Global Partnerships and his responsibilities, how Mixpanel is giving back to the startup community with their Startup Program, but also the benefits a program like this has for any company in general.
    We then dove into the different partnership categories at Mixpanel, their impact on the business as a whole, and how these partnerships are tied to customer 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

    • 40 min
    EP 135 | Shreesha Ramdas (Strikedeck) - Transform your company’s customer success mindset from a cost centre to a growth centre

    EP 135 | Shreesha Ramdas (Strikedeck) - Transform your company’s customer success mindset from a cost centre to a growth centre

    Today on the show we have Shreesha Ramdas, SVP & GM at Strikedeck.


    Having lived through a couple of acquisitions, Sri shares his #1 learning and why he believes that founders should roll up their sleeves and work alongside the sales team, post-acquisition, as early as possible. 


     We also discussed the motivation behind Strikedeck, how to assess your customer success maturity cycle, and then dove into how to jumpstart a customer success program. 


    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.

    • 31 min
    EP 134 | Ryanne Doumet - How PandaDoc scaled their high touch customer success model as the company scaled.

    EP 134 | Ryanne Doumet - How PandaDoc scaled their high touch customer success model as the company scaled.

    Today on the show we have Ryanne Doumet, Customer Success Manager at PandaDoc.
    In this episode, we talked about what drove Ryanne to make the switch from media & advertising to customer success, how PandaDoc scaled their customer facing approach as the company scaled, and how they put together Customer Success decks to bring value to client conversions, using their own tool. 
     We also discussed the upsides and downsides of a Matrix organization, setting, tracking and measuring KPI’s, and we then dove into PandaDoc’s WISE framework, and why and how they build it.
    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.

    • 27 min
    EP 133 | Basel Fakhoury (User Interviews) - Transitioning from a transactional to a subscription pricing model: How it affects customer retention.

    EP 133 | Basel Fakhoury (User Interviews) - Transitioning from a transactional to a subscription pricing model: How it affects customer retention.

    Today on the show we have Basel Fakhoury, CEO & Co-founder of User Interviews.
    In this episode, we talked about what drove Basel to user research and why research participant recruiting specifically, how the team validated that "User Interviews" was the biggest pain point, and then Basel shared their process of idea exploration and how they invalidated their ideas, before reaching that AHA moment. 
     We also discussed the importance of marrying qualitative research with data analysis, how moving from a transactional to a subscription model affected churn, and we  then dove into their pricing research strategy and their decision to focus on 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.

    • 28 min
    EP 132 | Kris Rudeegraap - 3 changes Sendoso made to achieve a net dollar retention close to 120% with their mid-market and enterprise customers.

    EP 132 | Kris Rudeegraap - 3 changes Sendoso made to achieve a net dollar retention close to 120% with their mid-market and enterprise customers.

    Today on the show we have Kris Rudeegraap, co-founder and CEO of Sendoso.
    In this episode, we talked about how Sendoso helps it’s customers retain and delight their customers, the different ways a sales team can help avoid or decrease churn, and how to make sure you’re selling to the right ICP.
     We also discussed Sendoso's sales strategy when they first got started and how it evolved, their ups and downs when it comes to churn and retention, and the changes they made in order to hit a net dollar retention close to 120% today.
    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.

    • 33 min
    EP 131 | Marty Cagan (svpg) - How the best leaders empower their product teams and set them up for success.

    EP 131 | Marty Cagan (svpg) - How the best leaders empower their product teams and set them up for success.

    Today on the show we have Marty Cagan, partner at Silicon Valley Product Group, and author of INSPIRED: How To Create Tech Products Customers Love, and Co-author of newly published EMPOWERED: Ordinary People, Extraordinary Products.
    In this episode, we talk about the tremendous gap between how the best companies operate and how the rest work, what they do differently and why, and then dove into Marty’s new book EMPOWERED and the motivation behind it. 
    We also discussed how the best leaders empower their teams, how real product discovery and product work happens, and then talked about how alignment is a consequence of a good product strategy. 

    • 36 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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