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Indhold leveret af Andrew Michael. Alt podcastindhold inklusive episoder, grafik og podcastbeskrivelser uploades og leveres direkte af Andrew Michael eller deres podcastplatformspartner. Hvis du mener, at nogen bruger dit ophavsretligt beskyttede værk uden din tilladelse, kan du følge processen beskrevet her https://da.player.fm/legal.
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CHURN FM
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Manage series 2505086
Indhold leveret af Andrew Michael. Alt podcastindhold inklusive episoder, grafik og podcastbeskrivelser uploades og leveres direkte af Andrew Michael eller deres podcastplatformspartner. Hvis du mener, at nogen bruger dit ophavsretligt beskyttede værk uden din tilladelse, kan du følge processen beskrevet her https://da.player.fm/legal.
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.
280 episoder
Marker alle som (u)afspillede ...
Manage series 2505086
Indhold leveret af Andrew Michael. Alt podcastindhold inklusive episoder, grafik og podcastbeskrivelser uploades og leveres direkte af Andrew Michael eller deres podcastplatformspartner. Hvis du mener, at nogen bruger dit ophavsretligt beskyttede værk uden din tilladelse, kan du følge processen beskrevet her https://da.player.fm/legal.
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.
280 episoder
Wszystkie odcinki
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CHURN FM
1 E279 | The Evolution of Copy.AI: From AI Copywriting to Enterprise Workflow Automation with Paul Yacoubian 55:34
55:34
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55:34Today on the show we have Paul Yacoubian, founder and CEO of Copy.AI. In this episode, we explore how Copy.AI evolved from an AI copywriting tool into a full-scale enterprise workflow automation platform. Paul shares how LLMs (Large Language Models) are reshaping go-to-market strategies, the challenges enterprises face in AI adoption, and why data management is the biggest bottleneck for AI-driven automation. We also dive into Paul’s approach to angel investing, why he prioritizes founders over funding stages, and how companies should think about customer activation, churn, and retention in an AI-powered world. Mentioned Resources Copy.AI Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E278 | Aligning Growth Marketing and Growth Product to Maximize Retention with Yuriy Timen 43:32
43:32
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43:32Today on the show we have Yuriy Timen, investor and advisor to companies like Airtable, Canva, and Oyster, and former Global Head of Growth & Marketing at Grammarly. Yuriy shares his journey from leading performance marketing to building a high-impact growth product team—and why aligning these functions is crucial for retention. We explore the challenges of balancing acquisition and retention, how to structure growth teams effectively, and why the first user session is the biggest lever for long-term retention. Yuriy also shares his perspective on when startups should truly focus on growth and how to avoid the common mistake of scaling too soon. Tune in to learn how to break down silos, create a retention-driven growth strategy, and build a seamless user experience from acquisition to activation. Mentioned Resources Grammarly Coda Airtable Canva Oyster Whimsical Intercom Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E277 | What SaaS Founders Should Know Before Going Multi-Product: Lessons from Kovai's Saravana Kumar 37:50
37:50
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37:50Today on the show we have Saravana Kumar, the CEO and Founder of Kovai.co. In this episode, Saravana shares his journey from launching a single-product business to building a multi-product SaaS company. He reflects on the challenges of scaling multiple products and offers candid insights into why he wouldn’t recommend his approach. Saravana also reveals the story behind Churn360, the customer success product he ultimately decided to shut down after significant investment, and what this taught him about market fit and opportunity cost. We then explore the signals that led to Kovai.co expanding into new products, the strategies behind scaling Document360, and how Saravana balances managing multiple SaaS products with distinct go-to-market motions. Finally, Saravana discusses why onboarding is critical to fighting churn, the importance of aligning product-market fit with sales strategies, and what SaaS founders need to know before attempting a multi-product approach. Mentioned Resources Saravana Kumar Kovai.co Document360 Zendesk Freshdesk Intercom Churn360 Gainsight Vitally Brian Balfour Four Fits For $100M Growth UiPath Clay Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E276 | Beyond Seats: The Shift Towards Success-Based Pricing with Kyle Poyar 50:14
50:14
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50:14Today on the show, we have Kyle Poyar, Co-founder and Operating Partner at Tremont. In this episode, Kyle shares his journey from consulting at Simon-Kucher to becoming a leading voice in SaaS pricing. We dive deep into the challenges and opportunities of evolving pricing models, exploring the shift from traditional seat-based pricing to success-based frameworks. We also discuss how AI is reshaping the SaaS landscape, influencing not just products but also how companies think about customer value and retention. Kyle shares actionable insights on aligning pricing strategies with customer success to drive growth and minimize churn. Mentioned Resources Kyle Poyar Klaviyo Tremont Growth Unhinged OpenView Simon-Kucher How to find your first ICP Leah Tharin James Hawkins PostHog Chargeflow Heidi Gibson GoDaddy Netflix ValuePilot Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E275 | How to Prepare Your SaaS for Acquisition with Tim Schumacher 35:39
35:39
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35:39Today on the show we have Tim Schumacher, the Co-Founder of SaaS Group, a company specializing in acquiring and scaling SaaS businesses. In this episode, Tim shares his insights on how SaaS founders can prepare their businesses for acquisition, covering key metrics, processes, and strategies to stand out in the market. We then discussed the importance of revenue, profitability, and team structure in determining valuation and how SaaS Group evaluates potential acquisitions. We wrapped up by exploring post-acquisition integration, including how SaaS Group supports acquired companies to maximize growth while maintaining their unique culture. Mentioned Resources Tim Schumacher Saas.group Sedo.com GoDaddy Open AI Adobe Figma Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E274 | Activation Milestones: The Secret to Early Retention Success with Elliott Poppel 35:49
35:49
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35:49Today on the show we have Elliott Poppel, the CEO and founder of General Collaboration. In this episode, Elliott shares his experience identifying activation milestones to separate casual visitors from engaged users and how these metrics drive early retention success. We then discussed the challenges of integrating multiple tools into a seamless user experience and the importance of positioning and marketing in product adoption. We wrapped up by exploring the lessons Elliott learned as a third-time founder and his insights on balancing user acquisition, retention, and growth. Mentioned Resources Elliott Poppel General Collaboration Meta Meta Portal Apple Google Mark Zuckerberg Muppets Alexa Google Home ChatGPT Gemini Claude Home Assistant Google Docs Figma Notion Linear Jira Airtable Slack Superhuman Brian Halligan HubSpot Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres 42:05
42:05
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42:05In this episode, Elias Torres shares his journey from building and selling Drift for $1.2 billion to launching Agency and how he’s leveraging AI to revolutionize customer success. We then dove into the challenges of scaling customer success teams, the role of AI in automating tasks, and the potential to create a unified "customer brain" for better insights and engagement. We wrapped up by discussing the future of customer success, the shift to outcome-based pricing models, and Elias' vision for building a $10 billion company with a lean team empowered by AI. Mentioned Resources Agency Drift HubSpot Vista OpenAI Jensen Huang Nvidia BG2 Podcast Copilot Cursor ChatGPT Sequoia Brian Halligan WhatsApp Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E272 | Activating Growth through Data-Driven Insights with Crystal Widjaja on Retention Funnels 42:20
42:20
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42:20Today on the show, we have Crystal Widjaja, Executive-in-Residence at Reforge and angel investor and advisor to several startups. In this episode, Crystal shares her expertise on activating growth through data-driven insights, focusing on the importance of well-structured retention funnels. She explains how to design impactful onboarding experiences, track the right metrics, and identify key points of abandonment to improve user activation and engagement. We then delve into the power of segmentation and discuss how understanding user behavior and traits can unlock exponential growth. Finally, we explore actionable tips for avoiding common data pitfalls and creating a culture of experimentation and improvement. Mentioned Resources Retention Funnels Google Sheet Superhuman Episode Scale AI Bounce Maze Stanford University GoTo Group Gojek Akshay Kothari Reforge Brian Balfour Mixpanel Amplitude Hotjar Gemini Segment Eleanor Dorfman Naked Wines Google Analytics Cedric Chin Commoncog AB InBev Loom Canva Figma Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja 43:06
43:06
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43:06Today on the show, we have Krishna Raj Raja, the CEO of SupportLogic. In this episode, Krishna shares his journey from engineering at VMware to founding SupportLogic, a platform that transforms support interactions into actionable customer insights. We discuss his approach to turning support into a growth engine by monitoring customer interactions for hidden signals that can prevent churn. Finally, Krishna reveals how leading companies are adopting a proactive support experience management strategy, showing significant reductions in customer escalations and increases in expansion. Mentioned Resources Krishna Raj Raja SupportLogic Support Experience CloudPhysics VMware Palo Alto Hotjar Zendesk ChatGPT Salesforce Tableau MuleSoft Snowflake Databricks Nokia Red Hat Starbucks Service Cloud Freshdesk Oracle SAP Kubernetes Adobe Apple Rubrik Notion Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E270 | Boosting Marketplace Retention Through Engagement and Quality Management at Scale AI with Ruslan Nazarenko 44:16
44:16
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44:16Today on the show, we have Ruslan Nazarenko, the Head of Growth at Scale AI. In this episode, Ruslan shares his approach to boosting retention in marketplace models through strategic engagement and quality management. He dives into Scale AI's unique model for retaining skilled gig workers, emphasizing how tailored experiences can overcome common marketplace retention challenges. We then explore the role of dormancy and reactivation in maintaining a resilient workforce, and how Scale AI balances high-quality standards with user engagement to create a robust marketplace ecosystem. We wrapped up by exploring the critical role of company culture in driving sustainable growth, the value of setting ambitious goals, and Ruslan’s insights into building a resilient, motivated team that drives growth. Mentioned Resources Scale AI Substack Respeecher Reface Quokka Bird Etsy Panel AI Superhuman Gaurav Vohra Uber Lyft LIME AI Hotjar Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E269 | From Solo to Team: How Superhuman Broke Through Their Growth Ceiling with Multiplayer Mode, with Gaurav Vohra 50:39
50:39
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50:39Today on the show, we have Gaurav Vohra, Head of Product Growth at Superhuman. In this episode, Gaurav shares how Superhuman transitioned from a solo (single-player) tool to a powerful team-based (multiplayer) product, enabling them to break through their growth ceiling. We explore the deliberate strategies behind Superhuman’s shift to team use, including the challenges of adapting a high-quality, individual-focused product for broader team functionality. Gaurav discusses the key product changes that made Superhuman invaluable for entire teams, creating new growth pathways and expanding Superhuman’s market reach. Mentioned Resources Superhuman Oliver Wyman Reportive Mohannad Ali Hotjar Apple Kingston Slack Notion Wiki Slack Connect HubSpot Salesforce ChatGPT Netflix Spotify Duolingo Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian 39:21
39:21
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39:21Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform. In this episode, Evgenia shares her decade-long journey in B2B SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements. We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing simplicity, decision-making, and critical thinking in customer success. Mentioned Resources LoyaltyPlant Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E267 | How to Shift Seemingly Uncontrollable Churn into Retention-Driven Growth with Adam Fishman 45:49
45:49
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45:49Today on the show, we have Adam Fishman, interim SVP of New Products at Mozilla and a growth advisor to various startups. In this episode, Adam dives into the concept of controllable vs. seemingly uncontrollable churn, sharing strategies he used at Patreon and Imperfect Foods to effectively manage churn. He explains how to identify what appears to be out of your control and the tactics that can tame it, turning seemingly uncontrollable churn into manageable factors. From improving customer onboarding to managing expectations, Adam reveals how focusing on the right areas can significantly impact retention and drive growth. Mentioned Resources Startup Dad Podcast Mozilla Imperfect Foods Fishman AF Newsletter Reforge Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E266 | From Concert Halls to Boardrooms: Turning Seemingly Unrelated Skills into Customer Success Strengths with Marija Skobe-Pilley 37:56
37:56
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37:56Today on the show, we have Marija Skobe-Pilley, Co-Founder and Director of Fractional SaaS and host of the Women in Customer Success podcast. In this episode, Marija shares her incredible journey from a professional musician to a leader in customer success. We explore how she turned seemingly unrelated skills from her music career into strengths in customer success, applying talents like discipline, project management, and audience engagement to build strong client relationships and drive business growth. We also discuss the challenges of making major career transitions, how to recognize transferable skills, and how Marija positioned herself for leadership roles in customer success. Finally, we dive into the rise of portfolio careers and how Marija is embracing this model to balance consulting, coaching, and personal projects. Mentioned Resources Fractional SaaS NVIDIA Women in Success Podcast Catalyst ClickUp Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E265 | How Rows' Ungated, Product-as-the-Homepage Experience Tripled User Signups and Redefined Activation with Henrique Cruz 45:52
45:52
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45:52Today on the show, we have Henrique Cruz, Head of Growth at Rows. In this episode, Henrique shares how Rows radically transformed its user acquisition and activation strategy by making the product the homepage. He breaks down the bold decision to remove traditional barriers like signups, creating an ungated, no-account-required experience that tripled user signups—from 8% to 27%. We then explore the impact this change had on their key metrics, the power of onboarding through real-time product use, and how this approach has redefined activation and retention for Rows. Mentioned Resources Rows Veniam Talkdesk Notion Slack Digital Ocean Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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