CHURN FM Andrew Michael
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- Business
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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.
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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 what happens when these key individuals leave the company.
We delve into the strategies that Customer.io employs to mitigate the risks associated with customer champion turnover and we wrapped up by discussing the importance of maintaining continuity and engagement in customer relationships and how to ensure the high standards of customer experience are upheld even in the face of such challenges.
Mentioned Resources
Customer.ioBig ButtonChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management. -
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.
We then discussed the impact of horizontal products that serve multiple industries, and we wrapped up by discussing how Softr is navigating product development and user needs in this diverse landscape.
Mentioned Resources
SoftrLandbotAustinyang.co
Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management. -
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 website homepages. They delve into the pivotal role of a company’s homepage in positioning and messaging, crucial for attracting and retaining customers.
We then discussed the common pitfalls startups face when crafting their homepages and wrapped up by exploring strategic approaches to making these homepages more effective in communicating value succinctly.
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 at Andrew@churn.fm. Don't forget to follow us on Twitter!
Mentioned Resources:
Fletch PMMHotjarSuperhumanLoomChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management. -
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 spans from marketing to customer success, and from startups to global companies, Céline's journey showcases the power of adaptability and learning in driving career growth.
We then discussed the importance of understanding business needs and how seeking adventure can lead to unexpected and rewarding career paths. We wrapped up by exploring Céline's strategies for building and scaling customer success teams, and how her generalist approach has been a key factor in her 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 at Andrew@churn.fm. Don't forget to follow us on Twitter.
Mentioned Resources:
DeepLBrightwheelZendeskAmanda KlehaFigmaAnne Raimondi AsanaJarek KutylowskiEmeric Ernoult Agorapulse
Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management. -
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 feedback with product development to close the feedback loop and enhance retention.
We then delved into how Cycle leverages feedback not just for product prioritization but as a tool to spread empathy across organizations and build trust with users, ultimately fostering a more engaged and loyal customer base.
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 at Andrew@churn.fm. Don't forget to follow us on Twitter.
Mentioned Resources:
Cycle AppHotjarFigmaNotionSegment AnalyticsEleanor Dorfman Brian Balfour AvrioSuperhuman
Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management. -
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 efficient and transparent. We delve into the heart of objection handling, discussing how strategic approaches can significantly reduce customer churn and enhance retention rates in the competitive SaaS market.
We then explored the challenges and strategies involved in negotiation and pricing, and we wrapped up by discussing the crucial role of data in driving decisions and ensuring fair outcomes for both buyers and sellers.
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 at Andrew@churn.fm. Don't forget to follow us on Twitter for the latest updates.
Mentioned Resources:
GongVendrVitallyRedefining Customer Success Without Direct Engagement
Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.
Customer Reviews
CS Director
I would strongly recommend CHURN.FM for any SaaS or Customer Success professional looking for inspiration from global CS pros.
EP 121 with Wayne McCulloch is a personal favourite.
PM
Great podcast with insights on super relevant topics! Can’t wait to hear more, keep up the great work.
Digital artist
Great insights on how to tackle the biggest problem startups and all growing businesses are facing. Looking forward for more.