Browse all our episodes by topic

Topic

Metrics

Brian Balfour
Brian Balfour

EP

1

Churn is the silent killer

Heidi Gibson
Heidi Gibson

EP

5

GoDaddy's magic metric for crushing churn

Pulkit Agrawal
Pulkit Agrawal

EP

7

How to build a churn busting user onboarding experience

Shaun Clowes
Shaun Clowes

EP

8

Retention and engagement lessons learned building Atlassian’s growth team from 0 to 50 people strong 💪

Steli Efti
Steli Efti

EP

9

How to build a sustainable sales model that drives long term customer retention

Julie Hogan
Julie Hogan

EP

10

Drift's focus on their customer's success and it's churn crushing effects

Mike Fiorillo
Mike Fiorillo

EP

11

How Invision accidentally increased retention by focusing on virality

Patrick Campbell
Patrick Campbell

EP

12

How Profitwell increased their customer lifetime value from $6k to $150K

Andrus Purde
Andrus Purde

EP

13

How user acquisition impacts churn and how to measure it effectively

Dennis Kayser
Dennis Kayser

EP

14

How Forecast uses predictive modelling to combat churn

David Skok
David Skok

EP

16

Why churn is a critical metric for investors to understand in startups

Stephen Levin
Stephen Levin

EP

17

Why churn cannot be measured with a single metric

Guillaume Cabane
Guillaume Cabane

EP

24

4 simple churn crushing tactics to unlock hyper-growth for your startup

Corey Haines
Corey Haines

EP

35

How Baremetrics collects HONEST feedback from churning customers

Adam Dorrell
Adam Dorrell

EP

36

You’re using Net Promoter Score (NPS) wrong! Segmentation is the 🔑 key to retention

Marvin Liao
Marvin Liao

EP

38

Why customer retention is a key metric for seed-stage investments

Carl Gold
Carl Gold

EP

41

Why fighting churn starts with finding the right metrics

Arundhati Balachandran
Arundhati Balachandran

EP

47

How Chargebee’s Customer Success team increases expansion revenue with data

Huw Slater
Huw Slater

EP

49

How TravelPerk’s CFO prioritizes churn reduction to drive growth

Olga Andrienko
Olga Andrienko

EP

51

How SEMrush uses gamification to engage users and increase retention

Nathan Barry
Nathan Barry

EP

52

How ConvertKit acquires and keeps loyal customers by focusing on a specific niche

Emmanuel Straschnov
Emmanuel Straschnov

EP

53

Why Bubble’s greatest success can lead to churn and how they’re tackling it

James Mulvany
James Mulvany

EP

54

How to resurrect churning customers in a non-pushy way

J.R. Farr
J.R. Farr

EP

57

How to fight churn by automating your customer retention flow

Amaan Nathoo
Amaan Nathoo

EP

64

How Later combine customer success and product-led growth to increase customer retention

Mark Roberge
Mark Roberge

EP

67

How to drive revenue growth through customer retention

Samuel Hulick
Samuel Hulick

EP

69

How to improve user retention with a killer onboarding plan

Ryan Bonnici
Ryan Bonnici

EP

70

How G2 structures its marketing team to accelerate growth and increase retention

Panos Siozos
Panos Siozos

EP

72

How crossing the chasm into the late majority impacts churn and how to avoid it

David Brice
David Brice

EP

73

Why Envato launched a subscription service alongside its 15-year-old transactional business

Adam Schoenfeld
Adam Schoenfeld

EP

76

How retention helped Drift’s VP of strategy, Adam Schoenfeld build and sell 2 companies

Francis Brero
Francis Brero

EP

78

Why MadKudu pivoted their company’s focus from churn risk detection to conversion prediction.

Angel Steger
Angel Steger

EP

79

More than numbers: How a “bad hookup face” helped Pinterest increase virality and retention.

David Apple
David Apple

EP

80

The evolving role of Customer Success in hyper-growth companies

Derek Skaletsky
Derek Skaletsky

EP

85

How to develop a customer engagement score and increase retention in the process

Luke Diaz
Luke Diaz

EP

89

How Optimizely, AppsFlyer and Clearbit approach their unique churn challenges.

Kristi Faltorusso
Kristi Faltorusso

EP

91

Why IntelliShift ditched their churn risk score and now start all their customers off in the red zone.

Javier Suarez
Javier Suarez

EP

92

How TravelPerk reduced churn by building features that create superpowers for their users.

Sydney Strader
Sydney Strader

EP

93

How InVision’s hyper-growth masked churn and retention rates and what was the turning point.

Dan Burcaw
Dan Burcaw

EP

94

Dan Burcaw (Nami ML) - Unique churn challenges for mobile subscription businesses and how to tackle them.

Derek Steer
Derek Steer

EP

96

How Mode’s hyper-focus on a specific customer persona increases retention and crushes the competition

Mariah Hay
Mariah Hay

EP

97

How Help Scout uses Support-Driven Growth to increase retention.

David Sakamoto
David Sakamoto

EP

98

Why customer success should be the orchestrators of your customer experience across the board.

Ziv Peled
Ziv Peled

EP

100

How AppsFlyer flipped their focus on churn to retention & renewals and built growth predictability in the process.

Mike Sasaki & Tyler Ramsey
Mike Sasaki & Tyler Ramsey

EP

101

How to strategically plan and successfully execute a user onboarding revamp.

Harrison Rose
Harrison Rose

EP

102

Crush churn by defining your product category and taking ownership.

Ashvin Vaidyanathan
Ashvin Vaidyanathan

EP

107

How Gainsight’s Customer Success and Product teams work together towards a common north star metric.

Nick Fogle
Nick Fogle

EP

111

How Wavve optimized their offboarding flow for retention, and productized their process to help other companies reduce churn.

Harini Karthik
Harini Karthik

EP

113

How to build a data team to uncover retention drivers & fuel growth for your business

Eric Keating
Eric Keating

EP

115

How Appcues customize their onboarding flow based on a “product adoption score” to increase retention.

Teresa Anania
Teresa Anania

EP

116

How Zendesk is adapting best practices in product to customer success, and how it impacts churn and retention.

Fletcher Richman
Fletcher Richman

EP

118

Halp’s effortless and unique land and expand strategy that boosts retention.

Paul Lynch
Paul Lynch

EP

123

The only silver bullet to mitigate churn is value

Srikrishnan Ganesan
Srikrishnan Ganesan

EP

124

How revisiting your target market can help accelerate growth

Jeff Heckler
Jeff Heckler

EP

127

How Pipedrive built a Customer Success team at scale that helped drastically decrease churn

Ryanne Doumet
Ryanne Doumet

EP

134

How PandaDoc scaled their high touch customer success model as the company scaled.

Shreesha Ramdas
Shreesha Ramdas

EP

135

Transform your company’s customer success mindset from a cost center to a growth center

Suresh Shankar
Suresh Shankar

EP

137

How to prevent churn with your enterprise customers

Gareth Drabble
Gareth Drabble

EP

138

How Contentsquare use Health Scoring to predict adoption and retention

Kevan Lee
Kevan Lee

EP

144

How and why churn and retention differs at Buffer, Polly, and Oyster HR.

Sonciary Pérez
Sonciary Pérez

EP

145

Engagement is not always a clear prediction of retention

Kyle Pursell
Kyle Pursell

EP

156

Leveraging email to increase engagement & retention

Lowell Ricklefs
Lowell Ricklefs

EP

165

Growth and new business VS retention: Which metric influences a company’s acquisition.

Trey Hoffman
Trey Hoffman

EP

170

How to set up a monthly churn insights meeting and how it helps drive retention

Jamie Shanks
Jamie Shanks

EP

173

Monitoring and growing customer champions to crush churn and drive acquisition

Fio Dossetto
Fio Dossetto

EP

178

Using product-led content marketing to fuel customer retention

Darius Contractor
Darius Contractor

EP

180

Activation lessons learned from Airtable, Facebook, and Dropbox

Tony Sternberg
Tony Sternberg

EP

194

Automating Tailored Customer Experiences to Reduce Churn

Tom Carnewal
Tom Carnewal

EP

201

Improving Customer Experience with Friction Hunting

Abbas Haider Ali
Abbas Haider Ali

EP

205

Building a Scalable Customer Success Program

Kaz Ohta
Kaz Ohta

EP

206

Cracking the code of enterprise Customer Success with data

Luis Barbosa
Luis Barbosa

EP

210

Data, Decisions, and Dollars: How Customer Success Operations Boosts Your Bottom Line

Tatyana Mamut
Tatyana Mamut

EP

221

Product + Success: The Winning Duo for Customer Success

Mohannad Ali
Mohannad Ali

EP

236

From HelloFresh to Hotjar: Dissecting B2B vs. B2C Retention Strategies

Tim Schumacher
Tim Schumacher

EP

275

How to Prepare Your SaaS for Acquisition