EP 103 | Brian LaFaille (Google) - Why Brian threw out the notion of customer journey maps and replaced it with a behaviour mapping exercise to increase retention.
Today on the show we have Brian LaFaille, Global Head, Customer Success Strategic Programs at Google. In this episode, we talked about how Brian is navigating customer retention post the Google acquis...
3 Mars 202133min
EP 102 | Harrison Rose (Paddle) - Crush churn by defining your product category and taking ownership.
Today on the show we have Harrison Rose, co-founder and Chief Customer Officer at Paddle. In this episode, we talked about what it was like for Harrison to just finish school and dive straight into bu...
24 Feb 202134min
EP 101 | Mike Sasaki and Tyler Ramsey (Mitek) - How to strategically plan and successfully execute a user onboarding revamp
Today on the show we have Mike Sakaki VP of Customer Success & Support, and Tyler Ramsey, Senior Customer Success Manager at Mitek. In this episode, we talked about what Mitek is and what they do, wh...
17 Feb 202137min
EP 100 | Ziv Peled 💥 - How AppsFlyer flipped their focus on churn to retention & renewals and built growth predictability in the process.
Today is a BIG day as Churn FM turns 100 episodes old! It’s been an amazing learning curve and I’ve been super lucky to speak to and learn from some of the brightest minds in the business. For this ...
10 Feb 202142min
EP 99 | Emily González-Cebrián - How Froged retains customers by scaling a personal and human onboarding experience.
Today on the show we have Emily González-Cebrián, co-founder and CEO of Froged. In this episode, we talked about why Emily decided to make the jump and start a SaaS business, how Froged was born, who ...
3 Feb 202128min
EP 98 | David Sakamoto (GitLab) - Why customer success should be the orchestrators of your customer experience across the board
Today on the show we have David Sakamoto, VP of Customer Success at GitLab. In this episode, we talked about how David remembers names leading a team of over 200 people, the biggest differences betwee...
27 Jan 202141min
EP 97 | Mariah Hay - How Help Scout uses Support-Driven Growth to increase retention.
Today on the show we have Mariah Hay, VP of Product at Help Scout In this episode, Mariah shares the product principles she lives by, and the importance of having a cross-functional group of teams wo...
20 Jan 202137min
EP 96 | Derek Steer - How Mode’s hyper-focus on a specific customer persona increases retention and crushes the competition
Today on the show we have Derek Steer, Co-founder, and CEO of Mode. In this episode, we talked about what drove Derek as an analyst to start Mode, what they do, and who their typical customers are. ...
13 Jan 202145min
