Today on the show, we have Joe Di Grande, the founder of Joe Does Tech Touch, a consulting firm specializing in customer success automation.

In this episode, Joe discusses the transformative power of data-driven automation in customer success. He shares how companies can leverage data to segment customers, automate renewals, and scale personalized engagement—without needing large teams.

Joe also explains how automating critical processes like renewals and pricing adjustments can directly impact Net Revenue Retention (NRR) and customer satisfaction.

We then wrapped up by diving into the importance of organizing customer data and implementing the right tools to ensure scalable success for both SMB and enterprise clients.

Mentioned Resources

• Joe Does Tech Touch
• Vitally
• Business Insider
• Salesloft
• Outreach
• eMarketer
• Stripe
• Loom
• ChurnZero
• Clay
• Vidyard
• Air AI
• Netflix

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 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