Today 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 Resources

• Retention Funnels Google Sheet
• Superhuman Episode
• Scale AI
• Bounce
• Maze
• Stanford University
• GoTo Group
• Gojek
• Akshay Kothari
• Reforge
• Brian Balfour
• Mixpanel
• Amplitude
• Hotjar
• Gemini
• Segment
• Eleanor Dorfman
• Naked Wines
• Google Analytics
• Cedric Chin
• Commoncog
• AB InBev
• Loom
• Canva
• Figma

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

Today 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 Resources

• Krishna Raj Raja
• SupportLogic
• Support Experience
• CloudPhysics
• VMware
• Palo Alto
• Hotjar
• Zendesk
• ChatGPT
• Salesforce
• Tableau
• MuleSoft
• Snowflake
• Databricks
• Nokia
• Red Hat
• Starbucks
• Service Cloud
• Freshdesk
• Oracle
• SAP
• Kubernetes
• Adobe
• Apple
• Rubrik
• Notion

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

Today 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 Resources

• Scale AI
• Substack
• Respeecher
• Reface
• Quokka
• Bird
• Etsy
• Panel AI
• Superhuman
• Gaurav Vohra
• Uber
• Lyft
• LIME AI
• Hotjar

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