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
E267 | How to Shift Seemingly Uncontrollable Churn into Retention-Driven Growth with Adam Fishman
Oct 16, 202400:46:50Tap to summarizeToday on the show, we have Adam Fishman, interim SVP of New Products at Mozilla and a growth advisor to various startups.In this episode, Adam dives into the concept of controllable vs. seemingly uncontrollable churn, sharing strategies he used at Patreon and Imperfect Foods to effectively manage churn.He explains how to identify what appears to be out of your control and the tactics that can tame it, turning seemingly uncontrollable churn into manageable factors. From improving customer onboarding to managing expectations, Adam reveals how focusing on the right areas can significantly impact retention and drive growth.Mentioned ResourcesStartup Dad PodcastMozillaImperfect FoodsFishman AF NewsletterReforgeChurn 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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E266 | From Concert Halls to Boardrooms: Turning Seemingly Unrelated Skills into Customer Success Strengths with Marija Skobe-Pilley
Oct 12, 202400:38:57Tap to summarizeToday on the show, we have Marija Skobe-Pilley, Co-Founder and Director of Fractional SaaS and host of the Women in Customer Success podcast.In this episode, Marija shares her incredible journey from a professional musician to a leader in customer success. We explore how she turned seemingly unrelated skills from her music career into strengths in customer success, applying talents like discipline, project management, and audience engagement to build strong client relationships and drive business growth.We also discuss the challenges of making major career transitions, how to recognize transferable skills, and how Marija positioned herself for leadership roles in customer success. Finally, we dive into the rise of portfolio careers and how Marija is embracing this model to balance consulting, coaching, and personal projects.Mentioned ResourcesFractional SaaSNVIDIAWomen in Success PodcastCatalystClickUpChurn 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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E216 | Leveraging the Jobs to be Done Framework for Customer Success with HubSpot's Daphne Costa Lopes
Oct 18, 2023Tap to summarizeToday on the show we have Daphne Lopez, the Head of Customer Success at HubSpot.In this episode, Daphne shares her experience in leveraging the Jobs to be Done framework in customer success. She explains how aligning customer success with product and marketing, and focusing on the value realization of customers' goals, can lead to better customer outcomes and retention.We also discuss the importance of understanding anti-personas, refining ideal customer profiles, and how customer success teams can use the Jobs to be Done framework to drive renewals and meet evolving customer needs.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:HubSpotdaphnelopes.comChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
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