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 ...
28 Apr 202130min
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 analys...
21 Apr 202134min
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 star...
14 Apr 202142min
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 u...
7 Apr 202151min
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 ...
31 Mar 202141min
EP 106 | Rav Dhaliwal (Crane Venture Partners) - The evolution of Customer Success and what CS teams are still getting wrong in 2021
Today on the show we have Rav Dhaliwa, Investor and Venture Partner at Crane Venture Partners. In this episode, we talked about Rav’s impressive career heading up CS at some of the top hyper-growth Sa...
24 Mar 202147min
EP 105 | Mayor Francis X. Suarez - City as a Service (CaaS): How the best cities retain their citizens.
Today on the show we have Francis Suarez, Mayor of Miami. In this episode, we talked about the mass migration of startups and talent from places like San Francisco and New York to Miami. How Mayor Sua...
17 Mar 202120min
EP 104 | Erica Ayotte - How Privy doubled down on a cross functional CS team, and what this means for retention.
Today on the show we have Erica Ayotte, VP of Customer Success at Privy. In this episode, we talked about the importance of having deep expertise in a Customer Success team and how every CS manager at...
10 Mar 202133min
