The Dark Side of Obsessing Over CHURN ft. Ozge Ozcan (Forter)

Unchurned - The No. 1 podcast for Customer Success

#updateai #customersuccess #saas #business

Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) are joined by an insightful guest, Ozge Ozcan, Chief Customer Officer at Forter, to dive into the intricacies of customer experience optimization in the evolving world of e-commerce. Ozge shares her wealth of knowledge on navigating the delicate balance between growth and retention, highlighting the company's transition toward a strategy centered on expansion and profitability.

Timestamps:

0:00 - Preview, BS, & Intros

2:00 - Forter's services and impact

7:35 - Ozge's role in hiring and facilitating career transitions

12:51 - The downside of focusing solely on churn

17:25 - Cross-segment strategies and mindset shifts

20:15 - Establishing and managing a churn budget

28:30 - Tackling the "happy ears" problem

35:43 - Prioritizing customer signals

38:40 - Planning for the new year and beyond

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👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Ozge Ozcan: https://www.linkedin.com/in/ozgetuncel/

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/

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Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Ozge Ozcan, Forter, e-commerce fraud prevention, customer experience optimization, discount misuse, enterprise customer strategy, churn management, customer retention, revenue growth, expansion opportunities, cross-segment strategies, headcount planning, Calendar detox, executive check-ins, net revenue retention (NRR), churn budget, mild-market churn, SMB churn, discount management, product investment, customer service mindset.

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.