EP35 | Corey Haines - How Baremetrics collects HONEST feedback from churning customers

Today on Churn.fm, we have Corey Haines, Head of Growth at Baremetrics

 In this episode, we talked about the "dirty little secret" most companies have when it comes to their customer churn rate, what "dunning" is and why it’s important for any SaaS company to monitor it, and the most common reasons for delinquent churn. 

We also discussed how to collect honest feedback from churning customers, how to recruit the right interviewee for customer research, and how to figure out the most meaningful feedback while ignoring the noise.

Corey also shared some insights about Baremetric's internal processes, including how he goes about balancing new customer acquisition with preventing existing customers from churning, and who owns churn and retention at Baremetrics.

 As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.