113 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

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 112 - Louis Grenier (Everyone Hates Marketers) - How to Stand the F*ck Out with Louis Grenier.

    EP 112 - Louis Grenier (Everyone Hates Marketers) - How to Stand the F*ck Out with Louis Grenier.

    Today on the show we have Louis Grenier, podcast host of Everyone Hates Marketers and the creator of the 8 week course called Stand the fuck out.
    In this episode, we talked about how the course can help you and your business STFO and why you need to. We also chatted about the motivations that led him to create it in the beginning.
    We also discussed why Louis hates the idea of category creation and what he believes you should aim for instead, and then dove straight into the different steps you need to take to achieve radical differentiation. Finally we discussed why big brands and market leaders can afford not to be different.
    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.

    • 39 min
    EP 111 - Nick Fogle (Churnkey) - How Wavve optimized their offboarding flow for retention, and productized their process to help other companies reduce churn.

    EP 111 - Nick Fogle (Churnkey) - How Wavve optimized their offboarding flow for retention, and productized their process to help other companies reduce churn.

    Today on the show we have Nick Fogle, co-founder of Churnkey.
    In this episode we talked about what Nick hated about being a lawyer so much that he decided to take a job as a shuttle driver, and learn how to code between rides. 
     We also discussed the moment he realized his first startup was about to hit it’s growth ceiling due to extreme high churn, how they optimized their offboarding flow for retention and finally how this experience motivated him to launch Churnkey and help other companies with churn. 
    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 110 - Tadas Labudis (Prodsight) - Why you should rethink churn exit surveys and what to do instead.

    EP 110 - Tadas Labudis (Prodsight) - Why you should rethink churn exit surveys and what to do instead.

    Today on the show we have Tadas Labudis, co-founder and CEO of Prodsight.
    In this episode, we talked about how multiple channels and siloed feedback can be a company’s biggest customer feedback analysis challenge, and how good data hygiene is the foundation of data collaboration across teams.   
    We also dove into why you should rethink your churn exit survey and what you can do instead. Lastly we discussed the different ways you can analyze churn against support tickets and feature requests.
    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 109 | Julien Codorniou - How Workplace from Facebook scaled to over 5 million users with near-zero customer churn.

    EP 109 | Julien Codorniou - How Workplace from Facebook scaled to over 5 million users with near-zero customer churn.

    Today on the show we have Julien Codorniou, VP of Workplace from Facebook.
    In this episode we talked about Facebook’s obsession with user satisfaction, adoption and retention, how Workplace first started as an internal tool for facebook employees and why they decided to turn it into a business.
    We also discussed Workplace’s superpower and how they differentiate from their competition, we also dove into their top-down and wall to wall growth and go-to market strategy, and finally discussed their biggest churn risk and how demand dictated the products’ direction.
    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 108 | Chris Hicken ('nuffsaid) - How to crush churn before it even starts with user testing.

    EP 108 | Chris Hicken ('nuffsaid) - How to crush churn before it even starts with user testing.

    Today on the show we have Chris Hicken, CEO at 'nuffsaid.
    In this episode, we talked about what drove Chris to build 'nuffsaid, and how it helps Customer Success teams. How userstesting.com conducts user testing to mitigate churn, and he also shares the 3 most common user testing mistakes that companies make. 
    We also discussed the fundamentals of building an effective low-touch customer success model, how to level up it’s maturity and the skill sets needed to do so at each level.
    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.

    • 49 min
    EP 107 | Ashvin Vaidyanathan - How Gainsight’s Customer Success and Product teams work together towards a common north star metric.

    EP 107 | Ashvin Vaidyanathan - How Gainsight’s Customer Success and Product teams work together towards a common north star metric.

    Today on the show we have Ashvin Vaidyanathan, author and CCO at Gainsight.
    In this episode, we talked about the power and impact that Customer Success and Product teams have when joining forces, why Ashvin created a Customer Experience position to act as a liaison between the two teams and how they have a common north star metric they focus on.

    We also discussed how the CS team determines which pain points are important to act upon, what that process looks like, how they measure the impact of multiple teams sharing one metric, and how a customer success team of over 150 professionals is structured.
    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.

    • 39 min

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