CHURN FM Andrew Michael
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- Business
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CHURN FM is the podcast for subscription economy pros. Every Wednesday we hear how the world’s fastest growing companies are tackling churn and using retention & engagement to fuel their growth.
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E238 | Preventing Churn Through Strategic Objection Handling with Vendr's Lizzy Rosen
Today on the show we have Lizzy Rosen, the VP of Customer Success at Vendr.
In this episode, Lizzy shares her extensive experience in shaping the future of SaaS buying and how Vendr is revolutionizing the sales process to make it more efficient and transparent. We delve into the heart of objection handling, discussing how strategic approaches can significantly reduce customer churn and enhance retention rates in the competitive SaaS market.
We then explored the challenges and strategies involved in negotiation and pricing, and we wrapped up by discussing the crucial role of data in driving decisions and ensuring fair outcomes for both buyers and sellers.
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 at Andrew@churn.fm. Don't forget to follow us on Twitter for the latest updates.
Mentioned Resources:
GongVendrVitallyRedefining Customer Success Without Direct Engagement -
E237 | Pivoting Strategies Amidst Rapid Expansion scaling Retention.com to $20M+ ARR with Adam Robinson
Today on the show we have Adam Robinson, the CEO and Co-Founder of Retention.com.
In this episode, Adam shares his incredible journey of scaling Retention.com from zero to $20 million in ARR in just three and a half years, all without external funding.
We delve into the pivotal moments and strategies that propelled the company's rapid expansion, and Adam opens up about the challenges of navigating growth at such a fast pace. Adam's commitment to extreme transparency and building in public has set a new standard in the industry and offers valuable insights for entrepreneurs and business leaders alike.
We wrap up the discussion by touching on the importance of identifying and targeting the ideal customer profile, the role of strategic partnerships, and how Retention.com has navigated the complexities of expansion while maintaining a lean operation.
Mentioned Resources:
Retention.comMaropostJasper.aiY CombinatorKlaviyoClearbit6SenseQualifiedNordstromWarby ParkerJolie Dr. SquatchZoomInfoApollo.ioSantosh Sharan HotjarBaremetrics -
E236 | From HelloFresh to Hotjar: Dissecting B2B vs. B2C Retention Strategies with Hotjar's CEO, Mohannad Ali
Today on the show we have Mohannad Ali, CEO of Hotjar.
In this episode, Mohannad shares his journey from VP of Engineering at HelloFresh to leading Hotjar.
We dive into the nuances of B2B vs. B2C churn and retention strategies, drawing on his unique experience across both sectors. The conversation highlights the importance of understanding early vs. late churn and tailoring go-to-market strategies accordingly.
Mohannad also offers a fresh perspective on the evolving role of technology in product-led growth and customer retention, especially in the context of AI and machine learning.
Mentioned Resources:
HotjarHelloFresh -
E235 | The Lifecycle of Loyalty: Tackling Churn at Critical Stages in the User Journey with Active Campaign's Casey Hill
Today on the show we have Casey Hill, the Senior Growth Manager of ActiveCampaign.
In this episode, Casey shares his insights on navigating churn by focusing on the critical stages in the user journey to foster loyalty.
We explore the nuances of addressing churn from initial engagement through to long-term retention, highlighting strategies for each phase: activation, impact/results, and loyalty.
The discussion offers actionable advice on how to enhance customer retention rates and improve the overall customer experience.
Mentioned Resources:
ActiveCampaignBonjoroMcKinseyBlackRockGrowth MentorHill Gaming Company Kickstarter MarTechMagic: The GatheringChatGPTDavid Sacks HotjarSlackJason Lemkin Patrick Campbell Intercom -
E234 | 6 Key User Onboarding Strategies Learned from HubSpot and Wistia with Andrew Capland
Today on the show we have Andrew Capland, a growth advisor and onboarding specialist with rich experiences at HubSpot and Wistia.
In this episode, Andrew shares his journey from HubSpot to Wistia, outlining the evolution of his approach to user onboarding and growth. Andrew walked through 6 key steps of a successful onboarding framework to increase activation and reduce churn.
We then discussed the importance of personalized user experiences and how businesses can implement these strategies to achieve remarkable customer retention. Andrew wraps up the conversation by emphasizing the critical role of continuous learning and adaptation in the ever-evolving SaaS landscape.
Mentioned Resources:
Delivering ValuePostscriptWistiaHubSpotDigitasDisneyAflacBank of AmericaHotjarAppcuesIntercomPendo -
E233 | Continuous Discovery as a Tool for Product-Market Fit and Churn Reduction with Teresa Torres
Today on the show, we have Teresa Torres, an internationally acclaimed author, speaker, and coach.
In this episode, Teresa shares her insights on using continuous discovery as a crucial tool for achieving product-market fit and effectively reducing churn. She explains how her approach helps product teams make informed decisions by integrating continuous customer feedback into their daily processes.
We then discussed the impact of continuous discovery on product development, showcasing Teresa's strategies for aligning product offerings more closely with customer needs. We wrapped up by exploring practical steps for implementing continuous discovery practices to enhance customer retention and drive product success.
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 at Andrew@churn.fm. Don't forget to follow us on Twitter.
Mentioned Resources:
Product Talk OrgContinuous Discovery Habits bookRiversideAwkward Silences
Customer Reviews
Top class!
Great new podcast for subscription businesses, I hope Andrew keeps up the quality as this podcast is going to be a SaaS saver!
Your retention strategies crash course
This podcast is fast becoming our secret weapon.
The episodes often hit home on challenges we are currently facing in our subscription business and sharing them with the team has given us a crash course in retention and engagement strategies.
I would like to hear more episodes on activation strategies if possible ;)
Super actionable takeaways in each episode
I really enjoyed the episode with Janna, super interesting to hear how they experimented with pricing to reduce churn. I hope the next episode is as good!