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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E242 | Navigating the Challenges of Product Management in Horizontal Products with Softr's Austin Yang
Today on the show we have Austin Yang, the Lead Product Manager of Softr.
In this episode, Austin shares his experiences in the no-code space, particularly the unique challenges and opportunities it presents for product management.
We then discussed the impact of horizontal products that serve multiple industries, and we wrapped up by discussing how Softr is navigating product development and user needs in this diverse landscape.
Mentioned Resources
SoftrLandbotAustinyang.co -
E241 | Crafting Your Homepage to Increase Conversions and Boost Customer Retention with Rob and Anthony of Fletch PMM
Today on the show we have Rob Kaminski and Anthony Pierri, the partners of Fletch PMM.
In this episode, Rob and Anthony share their journey in establishing Fletch PMM, a specialized firm helping early-stage B2B SaaS startups refine their website homepages. They delve into the pivotal role of a company’s homepage in positioning and messaging, crucial for attracting and retaining customers.
We then discussed the common pitfalls startups face when crafting their homepages and wrapped up by exploring strategic approaches to making these homepages more effective in communicating value succinctly.
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:
Fletch PMMHotjarSuperhumanLoom -
E240 | Embracing a Generalist Mindset and Flexibility in Career Growth: Céline Daley’s Journey to VP of Customer at DeepL
Today on the show we have Céline Daley, the VP of Customer at DeepL.
In this episode, Céline shares her unique insights into embracing a generalist mindset and the role of flexibility in navigating tech careers. With a background that spans from marketing to customer success, and from startups to global companies, Céline's journey showcases the power of adaptability and learning in driving career growth.
We then discussed the importance of understanding business needs and how seeking adventure can lead to unexpected and rewarding career paths. We wrapped up by exploring Céline's strategies for building and scaling customer success teams, and how her generalist approach has been a key factor in her 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:
DeepLBrightwheelZendeskAmanda KlehaFigmaAnne Raimondi AsanaJarek KutylowskiEmeric Ernoult Agorapulse -
E239 | Closing the Feedback Loop: Cycle's Journey to Boost Customer Retention
Today on the show we have Mehdi Boudoukhane, the CEO & co-founder of Cycle.
In this episode, Mehdi shares his transformative journey from a data scientist in Johannesburg to launching Cycle, a company that seamlessly connects customer feedback with product development to close the feedback loop and enhance retention.
We then delved into how Cycle leverages feedback not just for product prioritization but as a tool to spread empathy across organizations and build trust with users, ultimately fostering a more engaged and loyal customer base.
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:
Cycle AppHotjarFigmaNotionSegment AnalyticsEleanor Dorfman Brian Balfour AvrioSuperhuman -
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
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!