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 speciali...
16 Okt 201945min
EP30 | Ryan Singer - How Basecamp “interrogate” their customers to build a world-class product using the jobs-to-be-done framework
Today on Churn.fm, we have Ryan Singer, Head of Product Strategy at Basecamp and the author of Shape Up: Stop Running in Circles and Ship Work that Matters. In this episode, we talked about how Baseca...
9 Okt 201950min
EP29 | Nick Franklin (ChartMogul) - Why retention is your #1 weapon to drive expansion revenue and how to track it
Today on Churn.fm we have Nick Franklin, the CEO and Founder of ChartMogul In this episode, we talked about why Nick founded ChartMogul, the most important thing Nick learned about churn and retention...
2 Okt 201947min
EP 28 | Omid Razavi (ServiceNow) - Preventing churn by building out a product success team
Today on Churn.fm we have Omid Razavi, Global Head of Product Success at ServiceNow. In this episode, we discussed the main difference between "customer success" and "product success", the 3 key aspec...
25 Sep 201938min
EP27 | Jenny Campbell (DiscoverOrg) - 3 crucial customer health metrics you should monitor to prevent churn
Today on Churn.fm we have Jenny Campbell, Vice President of Customer Experience at DiscoverOrg. In this episode, we discussed the functions of customer marketing inside a customer success team; three ...
18 Sep 201951min
EP26 | Yu-Kai Chou - Gamification: 4 phases of a “Player’s Journey” and how it can help you improve retention
Today on Churn.FM we have Yu-Kai Chou, the author of Actionable Gamification and creator of the Octalysis framework. We talked about the 4 phases of a player’s journey in the gamification framework, a...
11 Sep 201948min
EP25 | Vinay Bhagat (TrustRadius) - How to increase customer retention by adapting to the modern buyer’s journey
Today on Churn.fm we have Vinay Bhagat, Founder and CEO of TrustRadius, and ex-founder and CEO of Convio. In this episode, we talk briefly about Vinay’s unique educational background, the biggest take...
4 Sep 201949min
EP24 | Guillaume Cabane - 4 Simple churn crushing tactics to unlock hyper-growth for your startup
Today on Churn.fm we have Guillaume Cabane, also known as “G”. G was the former VP of Growth at hyper-growth startups such as Drift and Segment, and now works as a growth advisor for a number of diffe...
28 Aug 201948min
