E262 | How Data-Driven Automation Transforms Customer Success with Joe Di Grande

CHURN FM

Player FM - Internet Radio Done Right

72 subscribers

Business Trends

اضافه شده در six سال پیش

محتوای ارائه شده توسط Andrew Michael. تمام محتوای پادکست شامل قسمت‌ها، گرافیک‌ها و توضیحات پادکست مستقیماً توسط Andrew Michael یا شریک پلتفرم پادکست آن‌ها آپلود و ارائه می‌شوند. اگر فکر می‌کنید شخصی بدون اجازه شما از اثر دارای حق نسخه‌برداری شما استفاده می‌کند، می‌توانید روندی که در اینجا شرح داده شده است را دنبال کنید.https://fa.player.fm/legal

The Head Start: Embracing the Journey

1
Sweat and Resilience: Balancing Chronic Migraine with Fitness Goals 35:02

۲ روز پیش35:02

پخش در آینده

لیست ها

پسندیدن

دوست داشته شد

35:02

The healing power of fitness goes far beyond physical benefits—for today’s guest, it’s a form of self-expression and a celebration of what the body can do. In this episode, host Nora McInerny sits down with fitness personality Ivylis Rivera, who shares her deeply personal journey of navigating life with Chronic Migraine while holding onto her passion for movement. Ivylis opens up about the struggle of staying active while facing the fear of triggering a headache or migraine attack and the resilience it takes to keep pushing forward—a resilience that carried her through the challenging journey of finding a Chronic Migraine treatment plan that worked for her. Join Nora and Ivylis as they explore the concept of “soft living,” a philosophy Ivylis embraces—staying active, listening to your body, and building trust in oneself. Click here for Product Information, including Boxed Warning and Medication Guide, or visit https://abbv.ie/prescribing_info See omnystudio.com/listener for privacy information.…

حدود یک سال پیش 35:47

MP3•خانه قسمت

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

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

فصل ها

1. E262 | How Data-Driven Automation Transforms Customer Success with Joe Di Grande (00:00:00)

2. Introduction to Joe Di Grande and Tech Touch (00:01:41)

3. Automating Renewals for Retention Success (00:04:08)

4. Leveraging Data to Segment Customers (00:08:45)

5. Personalized Engagement at Scale (00:11:24)

6. Optimizing Pricing Adjustments Based on Data (00:14:56)

7. Implementing Tech Touch for SMB and Mid-Market Clients (00:17:49)

8. The Role of Customer Data in Success (00:20:51)

9. The Future of Customer Success with AI and Automation (00:26:04)

291 قسمت

#Business Trends #Tech #Andrew Michael #Business #Retention #Engage #Delinquent Churn #Subscription Economy #Marketing #Customer Success #Entrepreneur #Churn #Activism #Price #Referrals #Productivity

E262 | How Data-Driven Automation Transforms Customer Success with Joe Di Grande

CHURN FM

72 subscribers

published حدود یک سال پیش

اشتراک گذاری

MP3•خانه قسمت

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

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

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

فصل ها

1. E262 | How Data-Driven Automation Transforms Customer Success with Joe Di Grande (00:00:00)

2. Introduction to Joe Di Grande and Tech Touch (00:01:41)

3. Automating Renewals for Retention Success (00:04:08)

4. Leveraging Data to Segment Customers (00:08:45)

5. Personalized Engagement at Scale (00:11:24)

6. Optimizing Pricing Adjustments Based on Data (00:14:56)

7. Implementing Tech Touch for SMB and Mid-Market Clients (00:17:49)

8. The Role of Customer Data in Success (00:20:51)

9. The Future of Customer Success with AI and Automation (00:26:04)

291 قسمت

#Business Trends #Tech #Andrew Michael #Business #Retention #Engage #Delinquent Churn #Subscription Economy #Marketing #Customer Success #Entrepreneur #Churn #Activism #Price #Referrals #Productivity

همه قسمت ها

CHURN FM

1
E290 | From PLG Pains to AI Gains: Rethinking Retention with Ryan Seams of AssemblyAI 37:14

۷ روز پیش37:14

37:14

Today on the show we have Ryan Seams, the Head of Customer Success at AssemblyAI. In this episode, Ryan shares his experience transitioning from Deloitte to the fast-paced world of startups, where he spent nearly a decade at Mixpanel scaling customer success and navigating product analytics. We then discussed the evolution of pricing models — from events-based to monthly tracked users and back again — and how that shaped customer behavior, retention, and satisfaction. We wrapped up by discussing how AI-native companies like AssemblyAI are redefining usage-based pricing, customer segmentation, and churn forecasting in a rapidly changing landscape. Mentioned Resources AssemblyAI Mixpanel Google Analytics Adobe Omniture OpenAI Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E289 | How AppsFlyer Uses AI to Build Superhuman CS Teams with Ziv Peled 43:15

20 روز پیش43:15

43:15

Today on the show we have Ziv Peled, the Chief Customer Officer of AppsFlyer. In this episode, Ziv shares his experience using AI to radically improve customer success performance. We then discussed the shift from product expertise to growth partnership and wrapped up by exploring how AI is changing internal team dynamics and go-to-market strategies. Mentioned Resources AppsFlyer Matik.io Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E288 | How AI Is Transforming Customer Success with Sivan More of HiBob 45:23

27 روز پیش45:23

45:23

Today on the show we have Sivan More, the VP of Customer Success at HiBob, an HR tech company driving company culture and employee engagement. In this episode, Sivan shares her experience in the evolution of customer success and how it has transformed over the years. We then discussed the role of AI and personalization in enhancing customer journeys, and we wrapped up by diving into how to build scalable, skills-based customer success teams in the age of AI. Mentioned Resources HiBob Vitally.io Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E287 | From CAC Recovery to Higher ACVs: The Power of Upfront Payments with Miguel Fernandez Larrea 32:45

۵ weeks پیش32:45

32:45

Today on the show we have Miguel Fernandez Larrea, the CEO and Co-founder of Capchase. In this episode, Miguel shares his experience helping B2B vendors recover customer acquisition costs faster and increase deal sizes through flexible payment terms. We then discussed the enterprise sales motion behind Capchase Pay, how Miguel’s team drives adoption across sales, finance, and rev ops, and how their CS team is optimizing activation to reach the first five closed deals. Mentioned Resources Capchase Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E286 | Humanizing Feedback: Hark’s Vision for Customer-Generated Content with Fran Brzyski 39:53

۷ weeks پیش39:53

39:53

Today on the show, we have Fran Brzyski, CEO and co-founder of Hark, a platform that helps brands build loyalty and achieve efficient growth through customer-generated content. In this episode, Fran shares insights into transforming customer feedback by leveraging the power of video and audio. He discusses the importance of capturing customer intent, the challenges of shifting from traditional feedback methods, and how to drive engagement by making feedback actionable. We also dive into strategies for integrating feedback across departments, using customer stories to fuel growth, and the future of human interaction in an AI-driven world. Mentioned Resources LinkedIn Hark Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E285 | Betting on Yourself: Wistia’s Bold Pivot From Video Hosting to a Multi-product Platform with Chris Savage 47:00

۸ weeks پیش47:00

47:00

Today on the show, we have Chris Savage, CEO and co-founder of Wistia, a leading video marketing platform. In this episode, Chris shares insights from Wistia’s journey—from a video hosting platform to a comprehensive suite of video tools. He discusses the impact of COVID on video adoption, how Wistia navigated major strategic shifts, and why betting on yourself is often the best investment. We also dive into AI’s evolving role in video creation and editing, the importance of onboarding for retention, and why success isn’t always about massive numbers but rather delivering value at the right moment. Mentioned Resources Wistia Talking Too Loud with Chris Savage Ep 45 | How Wistia’s creative brand voice helps them retain their customers Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E284 | Optimizing Payments for Growth and Retention with Paddle's Lucas Lovell 40:32

۹ weeks پیش40:32

40:32

Today on the show, we have Lucas Lovell, VP of Product at Paddle, a comprehensive payments and billing platform that helps businesses streamline transactions, reduce churn, and scale globally. In this episode, Lucas shares his insights on the critical role payments play in churn reduction and strategies like smart payment retries, network tokenization, and local payment methods to maximize revenue. We also dive into retention tactics and Lucas’ perspective on the evolving payments landscape and how AI and automation are shaping the future of subscription businesses. Mentioned Resources Paddle Price Intelligently An update on Price Intelligently Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E283 | AI Powered Growth: How Reddit and Ramp Are Winning with Guillaume Cabane 39:25

10 weeks پیش39:25

39:25

Today on the show, we have Guillaume Cabane, Co-Founder and General Partner at Hypergrowth Partners. G has helped scale some of the fastest-growing B2B companies, including Ramp, Retool, Vercel, Reddit, and more. In this episode, we dive deep into how AI is fundamentally changing growth strategies, making outbound sales more efficient, and reshaping how companies think about customer acquisition. G shares why the economics of marketing are shifting rapidly, how AI-generated content and ads are unlocking new opportunities in B2B, and why traditional sales roles may soon become obsolete. We also discuss the death of outdated marketing channels, why direct mail is making a surprising comeback, and how G’s team is leveraging AI-driven personalization at scale to drive record-breaking engagement. Mentioned Resources LinkedIn Hypergrowth Partners Ramp Reddit Waterfall Clearbit RB2B KickFire Albacross Clay Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E282 | Navigating Early-Stage Growth: Churn, Retention, & Customer Success at Pylon 35:17

12 weeks پیش35:17

35:17

Today on the show we have Advith Chelikani, the Co-founder and CTO of Pylon. In this episode, Advith shares his journey from engineer to co-founder and how Pylon is redefining B2B customer support. We then discussed the role of product velocity in driving retention, the challenges of scaling customer success at an early-stage startup, and why founders should stay close to customers for as long as possible. We wrapped up by exploring the balance between growth and efficiency, the impact of AI in customer support, and the hiring strategies that have fueled Pylon’s expansion. Mentioned Resources Pylon Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E281 | The Foundational Laws of Retention That Haven’t Changed in the AI Era with Brian Balfour 46:06

14 weeks پیش46:06

46:06

Today on the show, we have Brian Balfour, the Founder and CEO of Reforge and former VP of Growth at HubSpot. In this episode, Brian shares his perspective on the foundational laws of retention that remain unchanged, even as AI continues to transform the way we build and grow products. We then discussed why many AI products are struggling with high churn, the role of natural usage frequency in product retention, and how businesses can avoid falling into the trap of ignoring core retention principles. We wrapped up by exploring how AI is reshaping product teams, why product-market fit collapse is happening faster than ever, and how companies can navigate the new challenges of AI-native product development. Mentioned Resources Brian Balfour Reforge Churn.FM Episode 1 | Churn is the silent killer The 4 Growth Frameworks You Need to Build a $100M Product Invest Like the Best: Dylan Field – Designing the Future Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E280 | Reinventing Go-To-Market: Lessons from Agorapulse’s Upmarket Expansion with Emeric Ernoult 49:49

15 weeks پیش49:49

49:49

Today on the show we have Emeric Ernoult, the Founder and CEO of Agorapulse. In this episode, Emeric shares his experience navigating Agorapulse’s bold pivot from serving SMBs to targeting mid-market and enterprise clients. We then discussed the challenges of combating endemic churn, why moving upmarket was critical for growth, and the lessons learned from multiple pivots along the way. We wrapped up by discussing the complexities of scaling a SaaS business while bootstrapped, including how to align product, marketing, and sales when shifting to a new customer segment. Mentioned Resources Agorapulse Episode 44 | Challenges tackling SMB churn and how to overcome them Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E279 | The Evolution of Copy.AI: From AI Copywriting to Enterprise Workflow Automation with Paul Yacoubian 55:34

16 weeks پیش55:34

55:34

Today on the show we have Paul Yacoubian, founder and CEO of Copy.AI. In this episode, we explore how Copy.AI evolved from an AI copywriting tool into a full-scale enterprise workflow automation platform. Paul shares how LLMs (Large Language Models) are reshaping go-to-market strategies, the challenges enterprises face in AI adoption, and why data management is the biggest bottleneck for AI-driven automation. We also dive into Paul’s approach to angel investing, why he prioritizes founders over funding stages, and how companies should think about customer activation, churn, and retention in an AI-powered world. Mentioned Resources Copy.AI Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E278 | Aligning Growth Marketing and Growth Product to Maximize Retention with Yuriy Timen 43:32

17 weeks پیش43:32

43:32

Today on the show we have Yuriy Timen, investor and advisor to companies like Airtable, Canva, and Oyster, and former Global Head of Growth & Marketing at Grammarly. Yuriy shares his journey from leading performance marketing to building a high-impact growth product team—and why aligning these functions is crucial for retention. We explore the challenges of balancing acquisition and retention, how to structure growth teams effectively, and why the first user session is the biggest lever for long-term retention. Yuriy also shares his perspective on when startups should truly focus on growth and how to avoid the common mistake of scaling too soon. Tune in to learn how to break down silos, create a retention-driven growth strategy, and build a seamless user experience from acquisition to activation. Mentioned Resources Grammarly Coda Airtable Canva Oyster Whimsical Intercom Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E277 | What SaaS Founders Should Know Before Going Multi-Product: Lessons from Kovai's Saravana Kumar 37:50

19 weeks پیش37:50

37:50

Today on the show we have Saravana Kumar, the CEO and Founder of Kovai.co. In this episode, Saravana shares his journey from launching a single-product business to building a multi-product SaaS company. He reflects on the challenges of scaling multiple products and offers candid insights into why he wouldn’t recommend his approach. Saravana also reveals the story behind Churn360, the customer success product he ultimately decided to shut down after significant investment, and what this taught him about market fit and opportunity cost. We then explore the signals that led to Kovai.co expanding into new products, the strategies behind scaling Document360, and how Saravana balances managing multiple SaaS products with distinct go-to-market motions. Finally, Saravana discusses why onboarding is critical to fighting churn, the importance of aligning product-market fit with sales strategies, and what SaaS founders need to know before attempting a multi-product approach. Mentioned Resources Saravana Kumar Kovai.co Document360 Zendesk Freshdesk Intercom Churn360 Gainsight Vitally Brian Balfour Four Fits For $100M Growth UiPath Clay Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

CHURN FM

1
E276 | Beyond Seats: The Shift Towards Success-Based Pricing with Kyle Poyar 50:14

20 weeks پیش50:14

50:14

Today on the show, we have Kyle Poyar, Co-founder and Operating Partner at Tremont. In this episode, Kyle shares his journey from consulting at Simon-Kucher to becoming a leading voice in SaaS pricing. We dive deep into the challenges and opportunities of evolving pricing models, exploring the shift from traditional seat-based pricing to success-based frameworks. We also discuss how AI is reshaping the SaaS landscape, influencing not just products but also how companies think about customer value and retention. Kyle shares actionable insights on aligning pricing strategies with customer success to drive growth and minimize churn. Mentioned Resources Kyle Poyar Klaviyo Tremont Growth Unhinged OpenView Simon-Kucher How to find your first ICP Leah Tharin James Hawkins PostHog Chargeflow Heidi Gibson GoDaddy Netflix ValuePilot Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…

به Player FM خوش آمدید!

Player FM در سراسر وب را برای یافتن پادکست های با کیفیت اسکن می کند تا همین الان لذت ببرید. این بهترین برنامه ی پادکست است که در اندروید، آیفون و وب کار می کند. ثبت نام کنید تا اشتراک های شما در بین دستگاه های مختلف همگام سازی شود.