CHURN FM

CHURN FM

Andrew Michael

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.

36 minutes 40 seconds

E275 | How to Prepare Your SaaS for Acquisition with Tim Schumacher
Today on the show we have Tim Schumacher, the Co-Founder of SaaS Group, a company specializing in acquiring and scaling SaaS businesses.
In this episode, Tim shares his insights on how SaaS founders can prepare their businesses for acquisition, covering key metrics, processes, and strategies to stand out in the market.
We then discussed the importance of revenue, profitability, and team structure in determining valuation and how SaaS Group evaluates potential acquisitions.
We wrapped up by exploring post-acquisition integration, including how SaaS Group supports acquired companies to maximize growth while maintaining their unique culture.

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

Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
11 December 2024, 5:00 am
36 minutes 50 seconds

E274 | Activation Milestones: The Secret to Early Retention Success with Elliott Poppel
Today on the show we have Elliott Poppel, the CEO and founder of General Collaboration.
In this episode, Elliott shares his experience identifying activation milestones to separate casual visitors from engaged users and how these metrics drive early retention success.
We then discussed the challenges of integrating multiple tools into a seamless user experience and the importance of positioning and marketing in product adoption.
We wrapped up by exploring the lessons Elliott learned as a third-time founder and his insights on balancing user acquisition, retention, and growth.

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

Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
4 December 2024, 7:00 am
43 minutes 5 seconds

E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres
In this episode, Elias Torres shares his journey from building and selling Drift for $1.2 billion to launching Agency and how he’s leveraging AI to revolutionize customer success.
We then dove into the challenges of scaling customer success teams, the role of AI in automating tasks, and the potential to create a unified "customer brain" for better insights and engagement.
We wrapped up by discussing the future of customer success, the shift to outcome-based pricing models, and Elias' vision for building a $10 billion company with a lean team empowered by AI.
Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
28 November 2024, 12:00 pm
43 minutes 21 seconds

E272 | Activating Growth through Data-Driven Insights with Crystal Widjaja on Retention Funnels
Today on the show, we have Crystal Widjaja, Executive-in-Residence at Reforge and angel investor and advisor to several startups.
In this episode, Crystal shares her expertise on activating growth through data-driven insights, focusing on the importance of well-structured retention funnels. She explains how to design impactful onboarding experiences, track the right metrics, and identify key points of abandonment to improve user activation and engagement.
We then delve into the power of segmentation and discuss how understanding user behavior and traits can unlock exponential growth. Finally, we explore actionable tips for avoiding common data pitfalls and creating a culture of experimentation and improvement.

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

Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
22 November 2024, 6:00 am
44 minutes 7 seconds

E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja
Today on the show, we have Krishna Raj Raja, the CEO of SupportLogic.
In this episode, Krishna shares his journey from engineering at VMware to founding SupportLogic, a platform that transforms support interactions into actionable customer insights.

We discuss his approach to turning support into a growth engine by monitoring customer interactions for hidden signals that can prevent churn.

Finally, Krishna reveals how leading companies are adopting a proactive support experience management strategy, showing significant reductions in customer escalations and increases in expansion.

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

Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
13 November 2024, 7:00 am
45 minutes 17 seconds

E270 | Boosting Marketplace Retention Through Engagement and Quality Management at Scale AI with Ruslan Nazarenko
Today on the show, we have Ruslan Nazarenko, the Head of Growth at Scale AI.
In this episode, Ruslan shares his approach to boosting retention in marketplace models through strategic engagement and quality management. He dives into Scale AI's unique model for retaining skilled gig workers, emphasizing how tailored experiences can overcome common marketplace retention challenges.
We then explore the role of dormancy and reactivation in maintaining a resilient workforce, and how Scale AI balances high-quality standards with user engagement to create a robust marketplace ecosystem.
We wrapped up by exploring the critical role of company culture in driving sustainable growth, the value of setting ambitious goals, and Ruslan’s insights into building a resilient, motivated team that drives growth.
Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
7 November 2024, 10:00 am
51 minutes 40 seconds

E269 | From Solo to Team: How Superhuman Broke Through Their Growth Ceiling with Multiplayer Mode, with Gaurav Vohra
Today on the show, we have Gaurav Vohra, Head of Product Growth at Superhuman.
In this episode, Gaurav shares how Superhuman transitioned from a solo (single-player) tool to a powerful team-based (multiplayer) product, enabling them to break through their growth ceiling.
We explore the deliberate strategies behind Superhuman’s shift to team use, including the challenges of adapting a high-quality, individual-focused product for broader team functionality. Gaurav discusses the key product changes that made Superhuman invaluable for entire teams, creating new growth pathways and expanding Superhuman’s market reach.

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

Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
30 October 2024, 6:00 am
40 minutes 22 seconds

E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian
Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform.
In this episode, Evgenia shares her decade-long journey in B2B SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements.
We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing simplicity, decision-making, and critical thinking in customer success.

Mentioned Resources
- LoyaltyPlant
- Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
25 October 2024, 11:00 am
46 minutes 50 seconds

E267 | How to Shift Seemingly Uncontrollable Churn into Retention-Driven Growth with Adam Fishman
Today on the show, we have Adam Fishman, interim SVP of New Products at Mozilla and a growth advisor to various startups.
In this episode, Adam dives into the concept of controllable vs. seemingly uncontrollable churn, sharing strategies he used at Patreon and Imperfect Foods to effectively manage churn.

He explains how to identify what appears to be out of your control and the tactics that can tame it, turning seemingly uncontrollable churn into manageable factors. From improving customer onboarding to managing expectations, Adam reveals how focusing on the right areas can significantly impact retention and drive growth.

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

Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
16 October 2024, 8:00 pm
38 minutes 57 seconds

E266 | From Concert Halls to Boardrooms: Turning Seemingly Unrelated Skills into Customer Success Strengths with Marija Skobe-Pilley
Today on the show, we have Marija Skobe-Pilley, Co-Founder and Director of Fractional SaaS and host of the Women in Customer Success podcast.
In this episode, Marija shares her incredible journey from a professional musician to a leader in customer success. We explore how she turned seemingly unrelated skills from her music career into strengths in customer success, applying talents like discipline, project management, and audience engagement to build strong client relationships and drive business growth.
We also discuss the challenges of making major career transitions, how to recognize transferable skills, and how Marija positioned herself for leadership roles in customer success. Finally, we dive into the rise of portfolio careers and how Marija is embracing this model to balance consulting, coaching, and personal projects.
Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
12 October 2024, 7:00 am
46 minutes 53 seconds

E265 | How Rows' Ungated, Product-as-the-Homepage Experience Tripled User Signups and Redefined Activation with Henrique Cruz
Today on the show, we have Henrique Cruz, Head of Growth at Rows.
In this episode, Henrique shares how Rows radically transformed its user acquisition and activation strategy by making the product the homepage. He breaks down the bold decision to remove traditional barriers like signups, creating an ungated, no-account-required experience that tripled user signups—from 8% to 27%.
We then explore the impact this change had on their key metrics, the power of onboarding through real-time product use, and how this approach has redefined activation and retention for Rows.

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

Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS
2 October 2024, 12:00 pm
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