EP31 | Brian LaFaille (Looker) - How specialization within customer success will improve your retention
CHURN FM16 Okt 2019

EP31 | Brian LaFaille (Looker) - How specialization within customer success will improve your retention

Today on Churn.fm, we have Brian LaFaille, Global Head of Customer Success Strategic Programs at Looker, and advisor at First Round Capital. In this episode, we talked about the importance of specializations within a customer success team, at what stage you should look into hiring team members with specific skills, and actionable steps to bring your success team onto a specialized path. We also discussed how customer success teams can start using data to decide their actions, why quantitative...

Episoder(304)

E279 | The Evolution of Copy.AI: From AI Copywriting to Enterprise Workflow Automation with Paul Yacoubian

E279 | The Evolution of Copy.AI: From AI Copywriting to Enterprise Workflow Automation with Paul Yacoubian

Today 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 pla...

29 Jan 202555min

E278 | Aligning Growth Marketing and Growth Product to Maximize Retention with Yuriy Timen

E278 | Aligning Growth Marketing and Growth Product to Maximize Retention with Yuriy Timen

Today 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 lea...

22 Jan 202543min

E277 | What SaaS Founders Should Know Before Going Multi-Product: Lessons from Kovai's Saravana Kumar

E277 | What SaaS Founders Should Know Before Going Multi-Product: Lessons from Kovai's Saravana Kumar

Today 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 compan...

9 Jan 202537min

E276 | Beyond Seats: The Shift Towards Success-Based Pricing with Kyle Poyar

E276 | Beyond Seats: The Shift Towards Success-Based Pricing with Kyle Poyar

Today 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...

1 Jan 202550min

E275 | How to Prepare Your SaaS for Acquisition with Tim Schumacher

E275 | How to Prepare Your SaaS for Acquisition with Tim Schumacher

Today 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 c...

11 Des 202435min

E274 | Activation Milestones: The Secret to Early Retention Success with Elliott Poppel

E274 | Activation Milestones: The Secret to Early Retention Success with Elliott Poppel

Today 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 fro...

4 Des 202435min

E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres

E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres

In 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 th...

28 Nov 202442min

E272 | Activating Growth through Data-Driven Insights with Crystal Widjaja on Retention Funnels

E272 | Activating Growth through Data-Driven Insights with Crystal Widjaja on Retention Funnels

Today 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 thr...

22 Nov 202442min

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