In this episode, Elias Torres shares his journey from building and selling Drift for $1.2 billion to launching Agency and how he’s leveraging AI to revolutionize customer success.

We then dove into the challenges of scaling customer success teams, the role of AI in automating tasks, and the potential to create a unified "customer brain" for better insights and engagement.

We wrapped up by discussing the future of customer success, the shift to outcome-based pricing models, and Elias' vision for building a $10 billion company with a lean team empowered by AI.

Mentioned Resources

• Agency AI
• Drift
• HubSpot
• Vista
• OpenAI
• Jensen Huang
• Nvidia
• BG2 Podcast
• Copilot
• Cursor
• ChatGPT
• Sequoia
• Brian Halligan
• WhatsApp

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

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.