Podcast
CHURN FM
Hosted by Andrew Michael · EN
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.
23episodes
Episodes
Newest firstAll episodes
E294 | SaaS isn’t dead, it’s just different: Alexander Theuma from SaaStock on the industry’s turning point
Jun 25, 202500:42:15Tap to summarizeToday on the show, we welcome Alexander Theuma, founder of SaaStock and general partner at BackFuture VC. In this episode, Alexander dives deep into the shifting SaaS landscape, exploring how AI is redefining capital efficiency, company structure, and startup strategy.We discuss how VC trends are evolving, the rise of M&A and SaaS consolidation, and how lean, AI-powered startups are replacing bloated headcounts. Alexander also shares the lessons he’s learned from running SaaStock for over a decade and how his unique vantage point shapes the way he backs early-stage founders.As always, let us know what you think by emailing me at andrew@churn.fm, and don’t forget to follow us on X.Mentioned Resources:SaaStockBackFuture VCChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
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EP293 | The Hidden Friction Killing Your Growth: Ramli John's Playbook for B2B Onboarding Success
Jun 19, 202500:39:10Tap to summarizeToday on the show we have Ramli John, founder of Delight Path and author of Product-Led Onboarding and the upcoming book Eureka.In this episode, Ramli shares why activation and onboarding are some of the most overlooked yet impactful levers for reducing churn, and how early-stage friction, especially emotional and social, can silently kill growth.We dive deep into what he calls the “Hierarchy of B2B Friction,” how companies can identify moments of delight and confusion, and why taking a cross-functional approach to onboarding is crucial as you scale.We wrap up by discussing how top companies like Miro and Figma empower users to look good to their teammates, and why making your champion the hero is the ultimate onboarding win.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.Mentioned resources: Delight PathProduct-Led OnboardingEurekaProductLedAppcuesMuralMiroFigmaAmplitudePendoChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
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E275 | How to Prepare Your SaaS for Acquisition with Tim Schumacher
Dec 11, 202400:36:40Tap to summarizeToday 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 ResourcesTim Schumacher Saas.groupSedo.com GoDaddyOpen AI Adobe FigmaChurn 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
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E274 | Activation Milestones: The Secret to Early Retention Success with Elliott Poppel
Dec 4, 202400:36:50Tap to summarizeToday 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 ResourcesElliott Poppel General CollaborationMetaMeta PortalAppleGoogleMark ZuckerbergMuppetsAlexaGoogle HomeChatGPTGeminiClaudeHome AssistantGoogle DocsFigmaNotionLinearJira AirtableSlackSuperhumanBrian Halligan HubSpotChurn 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
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E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres
Nov 28, 202400:43:05Tap to summarizeIn 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 ResourcesAgencyDriftHubSpotVistaOpenAI Jensen Huang Nvidia BG2 Podcast Copilot CursorChatGPT Sequoia Brian Halligan WhatsApp 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
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E272 | Activating Growth through Data-Driven Insights with Crystal Widjaja on Retention Funnels
Nov 22, 202400:43:21Tap to summarizeToday 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 ResourcesRetention Funnels Google SheetSuperhuman EpisodeScale AIBounceMazeStanford UniversityGoTo GroupGojekAkshay KothariReforgeBrian BalfourMixpanelAmplitudeHotjarGeminiSegmentEleanor DorfmanNaked WinesGoogle AnalyticsCedric ChinCommoncogAB InBevLoomCanvaFigmaChurn 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
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E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja
Nov 13, 202400:44:07Tap to summarizeToday 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 ResourcesKrishna Raj Raja SupportLogicSupport ExperienceCloudPhysicsVMware Palo Alto HotjarZendesk ChatGPT Salesforce Tableau MuleSoft SnowflakeDatabricksNokiaRed HatStarbucksService CloudFreshdeskOracleSAP KubernetesAdobeAppleRubrikNotionChurn 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
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E270 | Boosting Marketplace Retention Through Engagement and Quality Management at Scale AI with Ruslan Nazarenko
Nov 7, 202400:45:17Tap to summarizeToday 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 ResourcesScale AI Substack Respeecher RefaceQuokkaBirdEtsyPanel AISuperhuman Gaurav Vohra UberLyftLIME AI HotjarChurn 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
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E269 | From Solo to Team: How Superhuman Broke Through Their Growth Ceiling with Multiplayer Mode, with Gaurav Vohra
Oct 30, 202400:51:40Tap to summarizeToday 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 ResourcesSuperhuman Oliver Wyman ReportiveMohannad Ali HotjarAppleKingstonSlackNotionWiki Slack Connect HubSpotSalesforceChatGPTNetflixSpotifyDuolingo 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
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E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian
Oct 25, 202400:40:22Tap to summarizeToday 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 ResourcesLoyaltyPlantCustomer 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
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