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EP31 | How specialization within customer success will improve your retention

Today on Churn.fm, we have Brian LaFaille, Global Head of Customer Success Strategic Programs at Looker, and advisor at First Round Capital. In this episode, we talked about the importance of specializations within a ...

EP30 | How Basecamp “interrogate” their customers to build a world-class product using the jobs-to-be-done framework

Today on Churn.fm, we have Ryan Singer, Head of Product Strategy at Basecamp and the author of Shape Up: Stop Running in Circles and Ship Work that Matters. In this episode, we talked about how Basecamp utilized the J...

EP29 | Why retention is your #1 weapon to drive expansion revenue and how to track it

Today on Churn.fm we have Nick Franklin, the CEO, and Founder of ChartMogul. In this episode, we talked about why Nick founded ChartMogul, the most important thing Nick learned about churn and retention, and why a bad...

EP28 | Preventing churn by building out a product success team

Today on Churn.fm we have Omid Razavi, Global Head of Product Success at ServiceNow. In this episode, we discussed the main difference between "customer success" and "product success", the 3 key aspects of the product...

EP27 | 3 crucial customer health metrics you should monitor to prevent churn

Today on Churn.fm we have Jenny Campbell, Vice President of Customer Experience at DiscoverOrg. In this episode, we discussed the functions of customer marketing inside a customer success team; three essential things ...