Podcasts about delinquent churn

Today on CHURN.FM we have Jinny Oh, Founder of Wandr Studio, a product strategy and UX design firm.We chatted about how Jinny built a multi-million dollar business as a digital nomad and her motivations to build a remote company.We also discussed how Wandr helps SaaS companies tackle churn through product strategy and UX design, how to test your ideal customer personas before building a product, and the importance of having a solid information architecture to avoid build a Frankestein product.Jinny also shared how product copy impacts product design, how to conduct a usability audit, and how to effectively roll out a product redesign without impacting the existing user's experience.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 and don’t forget to follow us on Twitter.Enjoy the episode!

Today on CHURN.FM we have John Gleeson, the Head of Customer Success for Upper SMB, Mid Market, and Enterprise of KeepTruckinWe chatted about what it’s like building a customer success team in a fast-scaling startup and how they achieve a near-perfect customer retention rate.John also shared the tool stack his Customer Success team uses, why their customer success team is set up into two different functions between onboarding and Customer Success, and how they proactively prepare for customer renewals.We also discussed the importance of measuring a customer health score and how to utilize it, why closing new deals shouldn’t be the customer success manager’s responsibility, and how John would tackle churn and retention if he would join a new company and start from scratch.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

Today on CHURN.FM we have Wes Bush, Author of "Product-Led Growth" & host of the ProductLedSummit.com.We chatted about what product-led growth is and why you should care. Why Wes started the Product-led Summit, and how you can get started with Product-led growth. We also discussed the importance of striking a balance between educating and motivating your users during user onboarding, why optimizing the first 5 minutes of a users journey is make or break moment and he provided a methodology to do so.Wes also shared how to pick between a freemium and trial model in a product-led strategy, A framework for pricing and packaging a freemium offering, and what he would do starting out at a new company trying to tackle churn.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.fmEnjoy the episode!

Today on CHURN.FM we have Tina Todorovic, co-founder of Social Web Suite, a social media management platform for WordPress sites.We chatted about why Social Web Suite built a product focused on WordPress and how they scratched their own itch in the process.We also discussed the authentic process that Tina took to collect user feedback during their beta period and the tools she used to do so.Tina also shared how they managed to reduce 80% of their support requests and increase retention using clear website copy and targeted contextual instructional videos.I spoke to Tina today who is at a much earlier stage than all our previous guests and I’m interested to hear if you think I should be speaking to more early-stage startups. If you have any feedback I would love to hear from you. You can email me directly on Andrew@churn.fmEnjoy the episode!

Today on churn.fm we have Stephen Levin, currently working on special projects for the CEO of Zapier and the owner of Think Analytically.We chatted about why churn is not a metric that should be measured with one number, the difference between customer, user and revenue churn and when to use the three.We also discussed the mistakes startups make when measuring churn, how contract length impacts retention, and why tracking cohorts is critical when measuring churn.Stephen also shared how to track the impact of changes your company makes to processes and product on churn, how to determine the input metrics that impact churn, and the power of integrations when it comes to increasing customer retention.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.fmEnjoy the episode!

Today on CHURN.FM we have David Skok, a four-time founder, investor, and author of the blog For Entrepreneurs. We chatted about how David evaluates startups to invest in, the definition of product market fit, and what he looks for after it.We also discussed the importance of churn and retention in the investment evaluation process, the key characteristics that companies with great retention share, and the power of negative churn.David also shared what a healthy LTV to CAC ratio should be, why the time to recover CAC is critical, and what attracted him to SaaS, to begin with.I really enjoyed this conversation and I hope you do too!

Today on CHURN.FM we have April Dunford, a product positioning consultant and author of Obviously Awesome. April helps startups position their products so that their customers get it, buy it, and love it.We chatted about the definition of positioning and what it is and isn’t.We also discussed how positioning impacts customer churn and the common mistakes startups make when positioning their products.April also shared the 3 styles of positioning your product in a market, how positioning feeds your messaging, and how you can tell when you have a positioning problem.I really enjoyed this conversation and I hope you do too!

In today's episode of CHURN.FM we have Dennis Kayser the Founder and CEO of Forecast. Forecast helps project-based companies automate operations, empower people and leverage insights to drive business performance and client success. Their goal is to eliminate all manual processes of resource & project management by using Artificial Intelligence to setup and manage projects automatically.We chatted about why retention is Forecast’s biggest lever for growth with 80- 90% of new users coming from organic sources.We also discussed how to set up a churn prediction model, what variables to include in a lead scoring model and how to use your ideal customer personas in your lead scoring and churn prediction models.Dennis also shared the quantitative measures you can take to flesh out your ideal customer personas and how transitioning from a startup to scale up impacts your personas.I hope you enjoy this episode!

Today on the show we have Andrus Purde the Founder of Outfunnel. Outfunnel is a sales-centric marketing automation tool that tightly integrates with modern CRM’s like Pipedrive. You can automate email marketing campaigns, track email and website behavior from click to conversion and get useful insights for your business.We chatted about the customer development process that took Andrus from idea to Outfunnel and how he created structured data from the in-person interviews.We also discussed the role of user acquisition on churn and how you can’t do acquisition well without understanding the impacts on LTV.Andrus also shared the attribution model used at Pipedrive that unlocked insights on their best-performing channels and campaigns by customer lifetime value.I hope you enjoy this episode!

In today's episode of churn.fm, we have Patrick Campbell the Founder of Profitwell. ProfitWell provides free subscription metrics software to help you identify opportunities and then tools to help you reduce churn, optimize pricing, and grow your subscription business end-to-end.We chatted about how Profitwell added a services layer on top of their software business that decreased churn and increased their customer lifetime value from $6,000 - $150,000.We also discussed what companies get wrong when tackling churn, the steps required to nail your pricing strategy, the importance of value-based pricing and what your value metric should look like. Patrick also shared what he would do to tackle churn when given the task starting at a new company.This episode was priceless, I hope you enjoy it!

Today on churn.fm we have Mike Fiorillo the Founder of Optimology and previously a Growth Product Manager and Head of Optimization at Invision. Invision is a digital product design platform powering the world’s best user experiences.We chatted about Mike’s experience at Invision and his journey transitioning from conversion rate optimisation to product growth when they realised they were hitting diminishing returns on the CRO experiments being run. We discussed how they calculated the sample size required for tests and the statistical significance, how they prioritised experiments to run, and their process of building context for these experiments through quantitative and qualitative research.We also discussed how testing mitigates opinions and how Invision accidentally increased retention by focusing on virality.I hope you enjoy this episode!

In today's episode of churn.fm, we have Julie Hogan, VP of the Customer team at Drift - a conversational marketing platform.We chatted about Julie’s early days at both HubSpot and Drift and the challenges that come with building category-defining businesses. The impact that the stage of your business has on churn and retention, and the importance of focusing on your early adopters to convert them into lifelong customer evangelists.We also discussed the 3 sins of customer success, how drawing inspiration from businesses outside your industry can improve your processes, and the importance of focusing on leading indicators as opposed to the final score.Surprise, surprise this was a great conversation, enjoy the episode!

In today’s episode, I chatted to Steli Efti, the CEO & Co-founder of Close. A cloud-based CRM software optimized to help salespeople close more deals.We talked about how Close aligns their sales, success, and company around long term retention. We also touched on how to build a predictable, repeatable, and scalable sales process, how to define your ideal customer persona, the biggest mistake sales teams make, and why building up your sales teams confidence will reduce churn by aligning their pitch with the value your company delivers.I hope you enjoy the show!

In today’s episode, I chatted to Shaun Clowes, the Chief Product Officer at Metromile and previous Head of Growth at Atlassian.We talked about how Atlassian measured success in the early days and their relentless focus on delivering value. We also touched on why enterprise users are more similar to their SMB counterparts than you think, Atlassian’s land and grab strategy that fueled their expansion revenue and the differences in tackling churn between B2B and B2C companies.This was one of my favorite interviews to date, I hope you enjoy the show.

On the show today we welcome Pulkit Agrawal, Co-founder & CEO at Chameleon, a platform that helps companies build user onboarding without writing a line code. Tune in as we discuss why you should care about your user onboarding experience, its relationship to churn and retention, and user onboarding tests you can run in your business.

In this episode, I share the mic with Nir Eyal, author of the best-selling book Hooked: How to Build Habit-Forming Products. Listen in as Nir explains the Hook Model, the role of frequency and why frequency is the number one reason your product is not going to become a habit, the ethical way to build habit-forming products, and his new book Indistractable.

Today on CHURN.FM we have Heidi Gibson with us. Heidi is a Senior Director of Product Management at GoDaddy. Heidi was tasked with building a cross-functional growth team of product and marketing, focused on acquisition, retention, and engagement over the last 3 years at GoDaddy. Tune in as Heidi explains how they measure retention across their different products, their magic metric to success, how they use support as a secret weapon, and how GoDaddy is transitioning themselves from a commodity service company to a software as a service business.

Today on CHURN.FM we’re featuring Pedro Magriço. Pedro was previously the Director of Product Growth at Typeform. In this episode, Pedro shares what he learned working at Typeform over the last 5 years.We dive into the experiments they tried to reduce churn, their success with integrations, how to A/B test pricing and much more.

Janna Bastow is the Founder and CEO of ProdPad. On CHURN.FM today she shares their unique approach to gamifying onboarding and how experimenting with value-based pricing helped them cross over the magic threshold to negative churn.

Brian Balfour is the founder and CEO of Reforge, previously VP of Growth at HubSpot. Today on CHURN.FM we discussed his thoughts on why retention is the one metric that rules them all, why churn is the silent killer, and what metrics you should be tracking.

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.

Today on CHURN.FM our guest is Savvas Zortikis, the CEO & Founder of Viral Loops. Savvas talks about the importance of customer success at the very early stage and how they go about tackling churn and retention as a team.

Growth, Pricing and SaaS Patrick Campbell is the CEO of ProfitWell (formerly Price Intelligently), the software for helping subscription companies with their monetization and retention strategies. ProfitWell also provides free turnkey subscription financial metrics for over 8,000 companies. Prior to ProfitWell, Patrick lead was an Economist at Google and the NSA, an experience he thought was surprisingly similar. With 50 employees in Boston and Argentina, ProfitWell has been funded by bootstrapping and a growing customer base. They serve about 25 percent of the market. In Brian Ardinger's interview with Patrick, they started by discussing two important business themes. First, being customer focused and second, placing a high priority on building the team and hiring. Patrick believes a company needs to be direct about the type of culture they want. Focus on the right behaviors and values and bring in a diverse amount of thought.  Patrick then highlighted three key issues that ProfitWell helps SAAS companies focus on: - Utilizing the right value metric. Companies that use it grow at twice the pace.  - Localizing their pricing. Make sure your pricing is localized on a currency and demand base. - Delinquent Churn on Credit Cards. Cancelled for reasons or bad credit cards. He also discussed various trends they are seeing in the industry. For example: - Seeing aquistion-based marketing backfiring a bit. Not where hyper-growth is coming from.  - Design and usage more important than ever.  - Rise of the anti-usage product. Allowing you do your work, while software does the mechanical work.  To talk further with Patrick Campbell or learn more about ProfitWell, you can email him at pc@profitwell.com or connect on LinkedIn. For more interviews on growth, pricing and SaaS, check out Brian Ardinger's interview with Tom Samph and Ajay Rajani with Nex.tt. GET THE LATEST RESOURCES Get the latest episodes of the Inside Outside Innovation podcast, in addition to thought leadership in the form of blogs, innovation resources, videos, and invitations to exclusive events. SUBSCRIBE GLIDR This episode is sponsored by GLIDR. GLIDR software helps you validate that you’re going to market with products and business models that drive real value. Check them out at https://www.glidr.io/iopodcast For information regarding your data privacy, visit acast.com/privacy

Growth, Pricing and SaaS Patrick Campbell is the CEO of ProfitWell (formerly Price Intelligently), the software for helping subscription companies with their monetization and retention strategies. ProfitWell also provides free turnkey subscription financial metrics for over 8,000 companies. Prior to ProfitWell, Patrick lead was an Economist at Google and the NSA, an experience he thought was surprisingly similar. With 50 employees in Boston and Argentina, ProfitWell has been funded by bootstrapping and a growing customer base. They serve about 25 percent of the market. In Brian Ardinger's interview with Patrick, they started by discussing two important business themes. First, being customer focused and second, placing a high priority on building the team and hiring. Patrick believes a company needs to be direct about the type of culture they want. Focus on the right behaviors and values and bring in a diverse amount of thought.  Patrick then highlighted three key issues that ProfitWell helps SAAS companies focus on: - Utilizing the right value metric. Companies that use it grow at twice the pace.  - Localizing their pricing. Make sure your pricing is localized on a currency and demand base. - Delinquent Churn on Credit Cards. Cancelled for reasons or bad credit cards. He also discussed various trends they are seeing in the industry. For example: - Seeing aquistion-based marketing backfiring a bit. Not where hyper-growth is coming from.  - Design and usage more important than ever.  - Rise of the anti-usage product. Allowing you do your work, while software does the mechanical work.  To talk further with Patrick Campbell or learn more about ProfitWell, you can email him at pc@profitwell.com or connect on LinkedIn. For more interviews on growth, pricing and SaaS, check out Brian Ardinger's interview with Tom Samph and Ajay Rajani with Nex.tt. GET THE LATEST RESOURCES Get the latest episodes of the Inside Outside Innovation podcast, in addition to thought leadership in the form of blogs, innovation resources, videos, and invitations to exclusive events. SUBSCRIBE GLIDR This episode is sponsored by GLIDR. GLIDR software helps you validate that you’re going to market with products and business models that drive real value. Check them out at https://www.glidr.io/iopodcast For information regarding your data privacy, visit acast.com/privacy