Today on the show we have Ben Francis, the Director of Customer Success at Evident.

In this episode, Ben shares his experience in building and scaling customer success teams from scratch. He offers actionable insights on refining onboarding processes, consolidating essential customer data, and employing strategic hiring practices to foster team growth and enhance customer loyalty.

We then discussed the significance of specialization within customer success teams as they scale, with Ben introducing the concept of time inventory exercises to optimize team efficiency and quantify the value of new investments. We wrapped up by exploring strategies for fostering a positive team culture through continuous learning and proactive communication.

Recommended Resources

• Evident
• Salesmsg
• Intellum
• CrossFit
• Chili Piper
• Hotjar
• Zendesk

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Today on the show we have Emilia Korczynska, the VP of Marketing at Userpilot.

In this episode, Emilia shares her insights into the ongoing debate between Product-Led Growth (PLG) and Sales-Led Growth (SLG) strategies in SaaS companies.

Emilia shared surprising findings from Userpilot’s latest SaaS product metrics benchmark report, which challenge common assumptions about PLG effectiveness.

We wrapped up by exploring how these insights are influencing Userpilot's product positioning and strategy moving forward, along with the importance of understanding customer needs through both qualitative and quantitative data.

Mentioned Resources

• Userpilot
• Wisemont Language Services
• Jason Lemkin
• DHL
• Nir Eyal
• Hooked
• Contentsquare
• Heap
• Pendo
• Amplitude
• Sprig
• PostHog
• James Hawkins
• AWS
• Hotjar

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Today on the show we have Harrison Rose, CEO and Co-founder of GoodFit.

In this episode, Harrison shares his journey from founding Paddle, a revenue delivery platform for B2B SaaS, to starting GoodFit, a company that helps businesses identify the right customers at the right time with the right message.

We dive deep into the importance of identifying your Ideal Customer Profile (ICP) and how data-driven approaches can refine this process. Harrison discusses the key factors to consider when defining your ICP, how to leverage data to prioritize the best-fit customers, and the impact of these strategies on churn and retention.

Mentioned Resources

• GoodFit
• Paddle
• Gartner
• ChatGPT
• BuiltWith
• Alipay
• Rahul Vohra
• ShowCode
• David Darmanin
• Hotjar
• Segment
• Drift
• Bose

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS