Today on the show we have Luka Kankaras, a Product Specialist at Usersnap In this episode, Luka shares an overview of the framework Usersnap used to increase retention. How they collected feedback to diagnose their challenges and prioritized what to tackle first. We then discussed how Usersnap reduced churn by expanding the use cases of their product and we wrapped up by discussing how the team used OKRs to align and focus their attention on churn. As usual, I'm excited to hear what you think of...
Jul 20, 2022•44 min•Ep. 174
Today on the show we have Jamie Shanks, CEO and Founder of Pipeline Signals. In this episode, Jamie shares how his experience building Sales for life rolled into Pipeline Signals. We then discussed why social monitoring your accounts is critical in reducing churn and we wrapped up by discussing some key metrics identified through growing Pipeline Signals and why 3% of your CRM contacts become obsolete each month. As usual, I'm excited to hear what you think of this episode, and if you have any f...
Jul 06, 2022•30 min•Ep. 173
Today on the show we have Greg Daines, CEO and Founder of Total Customer Strategy In this episode, Greg shares lessons learned consulting hundreds of companies on churn and retention and why so many companies focus on asking the wrong questions when getting started. We then discussed why customer satisfaction has no correlation with retention and why you need to focus on customer results instead and we wrapped up by discussing why it all comes back to alignment if you want to see meaningful resu...
Jun 29, 2022•45 min•Ep. 172
Today on the show we have Baxter Lanius, CEO and Founder of Alternative. In this episode, Baxter shares his biggest lesson moving from an investor to an entrepreneur and the struggles he has overcome in the process. We then discussed the similarities between lead scoring and churn prediction with underwriting for approvals on loan applications and we finished off discussing how alternative financing options can be used to drive growth and reduce churn for your business. As usual, I'm excited to ...
Jun 22, 2022•35 min•Ep. 171
Today on the show we have Trey Hoffman, VP of Customer Experience at Fleetio. In this episode, Trey shares insights into their monthly churn insights meeting, and the key KPIs shared during this meeting. We then discussed why SMB-focused Customer Success reps are called SMB Analysts, and how Fleetio’s Customer Success service differs between their customer segments. 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 ...
Jun 15, 2022•40 min•Ep. 170
Today on the show we have Farzad Rashidi, Lead Innovator at Respona. In this episode, Farzad shares how Visme went from 0 to 3million in organic traffic, and how they took that strategy and turned it into a new product. We then discussed why organic and paid search traffic impact retention differently, and how customers that are actively searching to solve a problem have significantly higher retention. As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I ...
Jun 08, 2022•42 min•Ep. 169
Today on the show we have Ziv Peled, Chief Customer Officer of AppsFlyer. In this episode, Ziv shared his experience trying to gain balance between in-office and remote work post-covid for his team and the functions of their Customer Success Operations team that makes it all happen that supports over 240 CS team members across the world. We then discussed the sophisticated custom data and analytics setup AppsFlyer have between Salesforce and Looker for the Customer Success team and we finished o...
Jun 01, 2022•49 min•Ep. 168
Today on the show we have Firaas Rashid, CEO, and co-founder of hook. In this episode, Firaas shared his experience both from a buyer and seller's side regarding enterprise software. We then discussed how companies could best implement new software to gain ROI immediately, why you should stop selling features and start selling transformations, and how you can use user acquisition tactics post-acquisition to impact retention. As usual, I'm excited to hear what you think of this episode, and if yo...
May 25, 2022•33 min•Ep. 167
Today on the show we have Claudiu Murariu, CEO, and co-founder of InnerTrends. In this episode, Claudiu shared best practices on how to get started setting up data analytics tracking, metrics and properties to consider, and why a tracking plan is essential. We then discussed how to identify and select your onboarding and activation metrics for companies at different stages in their growth cycle and we finished off by discussing how to effectively analyze churn and retention with your data. As us...
May 18, 2022•42 min•Ep. 166
Today on the show we have Lowell Ricklefs, CEO, and co-founder of Traction Advising. In this episode, Lowell shared his experience from a buyer’s perspective of SaaS businesses, the reasons to acquire vs buy, and how they evaluate potential acquisition targets. We then approached acquisitions from the seller side and talked about when the right time is for Founders to start to think about an acquisition, the steps they should take before they begin the process, and the key metrics that influence...
May 11, 2022•43 min•Ep. 165
Today on the show we have You Mon Tsang, CEO, and co-founder of ChurnZero. In this episode, You Mon shared his experience building and exiting 3 companies and the lessons he bought with him when starting ChurnZero. We also touched on his pragmatic approach to entrepreneurship and the naming of his company. We finished off with a discussion on net revenue retention and how the market's perception has changed of this metric over time. As usual, I'm excited to hear what you think of this episode, a...
May 04, 2022•34 min•Ep. 164
Today on the show we have Michael Winnick, founder, and CEO of Dscout. In this episode, Michael talked about how user research has changed over the years, and how data analytics and research teams should work together to get the maximum ROI. Michael then dove into how to fight your internal bias when it comes to user research, how Dscout drives growth by doubling down on creating a human relationship capital, and what they do to prevent champion departure churn. As usual, I'm excited to hear wha...
Apr 27, 2022•55 min•Ep. 163
Today on the show we have Romaric Philogéne, Co-founder and CEO of Qovery. In this episode, Romaric shared why his previous start-up didn’t work out and how they pivoted into Qovery, we then talked about the challenges of being a customer-centric company, and their unique approach to building their customer success team by hiring their customer personas as Customer Success representatives. We then dove into why Qovery has minimal churn, and how they build trust with potential customers at every ...
Apr 20, 2022•44 min•Ep. 162
Today on the show we have James Mayes, CEO, and co-founder of Mind The Product. In this episode, James shared a couple of lessons from his first failed startup and why he decided to join a growing startup after. We then dove into how James and the team at Mind The Product pivoted the business to a subscription-based model during Covid, the research they conducted to identify what should be a part of the offering, and how they expanded the offering over time. We finished off with James sharing ab...
Apr 13, 2022•36 min•Ep. 161
Today on the show we have Andrew Peterson and Spencer Dent, Founders of Clozd. In this episode, they shared how they came up with the idea to build Clozd, and how they help their clients uncover the qualitative pieces of the puzzle they need to really understand all the nuances that went into their customer’s decision to churn. We then dove into why you should interview the decision-makers of companies that have churned, the benefits of recruiting a third party to conduct the interviews, and the...
Apr 06, 2022•39 min•Ep. 160
Today on the show we have Steffen Hedebrandt, Co-founder and CMO of Dreamdata. In this episode, Steffen shared how documenting quality content and sharing it on social opened many doors for him, he also what Dreamdata does and how they offer multitouch account-based attribution. We then dove into the power of positioning and understanding who your ideal customer profile is on churn and retention, how Steffen and the team orient all their marketing and sales efforts around their ICP for healthier...
Mar 30, 2022•33 min•Ep. 159
Today on the show we have Jonathan Widawski, Founder and CEO of Maze. In this episode, Jo shared how Maze emerged out of a need to validate assumptions fast about a previous startup he founded. He continued to share how the prototype evolved into the company we know today. We then dove into how Jo and the team are introducing a sales motion on top of their existing product-led strategy and the challenges that come with it. Finally, we discussed how they segment and analyze their churn and retent...
Mar 23, 2022•31 min•Ep. 158
Today on the show we have David Darmanin, Founder and previous CEO of Hotjar. In this episode, David shared what he misses most about being the CEO of Hotjar, and what led him to realize it was time to step down and hand over the role. We then dove into the importance of giving your people the freedom to fail, how Hotjar reduced churn by doubling down on their ICP in their go-to-market strategy, and the differences between acceptable and worrying churn. David then explains the Hotjar ethos and t...
Mar 16, 2022•38 min•Ep. 157
Today on the show we have Kyle Pursell, Senior Lead of Growth Marketing at Shopify. In this episode, Kyle shared his biggest lesson upon joining Shopify on how they effectively enable collaboration across the various cross-functional functions and how they maintain alignment through a powerful company mission. We then dove into how Kyle and the team measured PMF at Inman when switching to a subscription business for their content. We dove deep into how you can leverage email to increase engageme...
Mar 09, 2022•38 min•Ep. 156
Today on the show we have Maranda Dziekonski, Chief Customer Officer at Swiftly. In this episode, Maranda shared her early career experience and how she made a move from the factory production line to an office role and later into Customer Success. We then dove into Maranda’s framework for assessing the Customer Success function when joining a new company, how she went about splitting out the high-touch customer success function at Swiftly, and we closed off with some tips and hiring advice for ...
Mar 02, 2022•34 min•Ep. 155
Today on the show we have Bryan Plaster, CEO, and Co-founder of CompleteCSM. In this episode, Brain shared his experience starting customer Success from scratch at multiple organizations and helping Informatica and Talend move from on-premise software sales to a cloud subscription business. We then talked about the evolution of Customer Success over the last 15 years followed by how to create customer evangelists using workshops and success days. We wrapped up the episode with Bryan sharing the ...
Feb 23, 2022•43 min•Ep. 154
Today on the show we have Aggelos Mouzakitis, Product-led growth Lead at Glofox. In this episode, Aggelos shared his take on product-led growth followed by the biggest misconceptions and mistakes companies make when they think about adopting a product-led strategy. We then discussed why companies need to forget the data and analytics and take a more human approach to diagnose churn and retention. We dove into methods, tactics, and stages of the user journey that you can focus on to extract meani...
Feb 16, 2022•35 min•Ep. 153
Today on the show we have Diana De Jesus, Customer Success Manager Strategist at Catalyst. In this episode, Diana shared her advice on how to break into and land a role in customer success, sharing tips she took personally to do so. We then talked about support-driven growth, what it is, where it works best, and how you can apply it. We also discussed how customer support and customer success can best work together and why Catalyst has customer support as a part of their customer success team. A...
Feb 09, 2022•38 min•Ep. 152
Today on the show we have Christian Wiklund, founder, and CEO at unitQ. In this episode, we talked about the huge importance of monitoring the quality of your product, what lead Christian to build unitQ, and how they help companies improve retention, growth, and engagement. We also discussed how data silos across departments slow things down, and how companies need cross-functional data on demand. Christian then talks about million-dollar bugs, how we measure product quality, and how online revi...
Feb 02, 2022•38 min•Ep. 151
Today on the show we have Chris O’Neil, Chief Bussiness Officer at Glean. In this episode, we talked about how joining Google and being around great mentors helped Chris with his career track and where he is today. Chris then shares what you need to get started as a leader to set yourself up for success in the long run. We also discussed the importance of alignment, clarity, and cohesion across a team and how to achieve it, followed by examples on how Google, Slack, and Evernote successfully put...
Jan 26, 2022•44 min•Ep. 150
Today on the show we have John Zeratsky, Co-Founder of Character, and the best-selling co-author of Sprint: How to Solve Big Problems and Test New Ideas in Just Five Days. In this episode, we talked about John’s time at Google Ventures, and how they helped hundreds of early-stage startups find product-market-fit using Design Sprints. John then talked about how they first came up with the idea for Design Sprints and why they followed on to develop the process further and productize it into a book...
Jan 19, 2022•39 min•Ep. 149
Today on the show we have Nash, founder, and CEO of Integry. In this episode, Nash shares the hardest part of starting a company straight out of school, and the perks of naive optimism when starting a company. We also discussed what is Integry and how the company was born, the impact of integrations on retention, and the main differences between B2C and B2B, when it comes to churn and retention. As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would l...
Jan 12, 2022•35 min•Ep. 148
Today on the show we have Philipp Wolf, founder of Custify. In this episode, Philipp talks about what triggered his career shift from the security industry to customer success, what Custify does, and how it helps its customers with churn, retention, and growth. We also discussed the evolution of the customer success software market, the importance of data hygiene when moving to a Customer Success platform, and how Custify helps its customers build their customer health score systems. As usual, I...
Jan 05, 2022•36 min•Ep. 147
Today on the show we have Tomer Suarez, Co-Founder and CEO of Interai. In this episode, we talked about Interai’s mission to bring consumer technology to enterprise companies, and how they use visual data mapping to bring together an organization’s legacy tools without a single integration. Tomer then explains the process B2C enterprise companies need to take in order to achieve a 360 customer view, the problems they may face, and ultimately how it impacts retention. Finally, we discussed how cu...
Dec 29, 2021•35 min•Ep. 146
Today on the show we have Sonciary Pérez , co-founder of Quala. In this episode, Sonciary explains what exactly is Frontline Intelligence, and how Quala helps Customer Success practitioners to be seen as customer intelligence leaders that help drive growth within an organization. We also discussed what you need to look out for when building a Customer Success team from the get-go, why Quala’s Product Marketing team strategically comes from Sales and Customer Experience, and finally shares why th...
Dec 22, 2021•31 min•Ep. 145
