Episode #305 Watch now What Happens When Marketing and CS Share a Leader Hi Reader, What do you actually measure your marketing team on? Leads? Pipeline? MQLs? At Plume, those still matter. But there's another metric Rebecca Stone focuses heavily on: influence. And once you understand the business, it makes sense. Plume sells exclusively to internet service providers. There are only around 5,000 potential customers globally, and a net-new sales cycle can take 18 to 24 months, sometimes two to...
9 days ago • 2 min read
Episode #303 Watch now Everyone can ship a good product now. That's the problem. Hi Reader, Chrome found out users were sitting on thousands of open tabs on mobile. The obvious fix was to close the old ones automatically, right? They didn’t. The reason is more interesting than the fix. When the team actually talked to users, they found out tabs weren’t clutter. They were to-do lists. Reminders. Things people might need someday. Some users felt anxious at the idea of tabs being closed. Some...
3 months ago • 2 min read
Episode #303 Watch now Customer Success is Dead, Meet the Growth Department Hi Reader, 73% of B2B revenue comes from existing customers every year. That's Forrester's number, and it's been true for a long time. But when Alex Raymond walked me through the math on this week's episode, the part that stopped me wasn't the 73. It was the 100. 100% of your profits come from existing customers. Every dollar. Most new business is a cost center for the first 12–24 months — you're paying to acquire,...
5 months ago • 2 min read
Sponsored by Vitally, the all-in-one Customer Success Platform. Hi Reader, Today on the show, we're joined by Charles Rosenblatt, CEO of Butter Payments and former CSO of Payoneer, where he learned that outside factors can derail even the best strategies—and why understanding what's within your control versus what's not is critical for making smart retention decisions. Charles breaks down why the 14-day dunning period is an arbitrary standard that costs companies millions, how to predict...
8 months ago • 1 min read
Sponsored by Vitally, the all-in-one Customer Success Platform. Hi Reader, Today on the show, we're joined by Matthew Tharp, CEO of Hunter.io and former VP of Worldwide Retention at LogMeIn, where he owned NRR across nine products and learned what separates companies that solve churn from those that struggle with it forever. Matthew breaks down why retention must be built into your DNA from day one, how to spot churn signals in the first three weeks, and why the best cold outreach comes from...
8 months ago • 1 min read
Sponsored by Vitally, the all-in-one Customer Success Platform. Hi Reader, Today on the show, we’re joined by Susan Keplinger, CEO of Force of Nature, where she helps fast-growing brands replace chaos with data-backed, systemized marketing. Suzanne breaks down why creative is the new targeting, why fewer campaigns outperform overly complex setups, and what it takes to build a marketing engine that both humans and algorithms can understand. Here’s what you’ll take away from this episode: 🎨 Why...
10 months ago • 1 min read
Sponsored by Vitally, the all-in-one Customer Success Platform. Hi Reader, Today on the show, we have Kevin White, Head of Marketing at Scrunch AI, where he’s helping brands stay discoverable in the era of AI-powered search. Kevin shares how Scrunch is reimagining marketing for a world where bots are your new audience, and what it takes to optimize your site for LLMs instead of traditional SEO. Here's what you'll gain from this episode: 🤖 Optimizing for the AI-First Web 🚀 Lessons from Segment...
11 months ago • 1 min read
Sponsored by Vitally, the all-in-one Customer Success Platform. Hi Reader, Today on the show we have Casey Hill, CMO of DoWhatWorks, a patented growth experiment tracking engine and former Senior Growth Marketing Manager at ActiveCampaign. Casey reveals why most A/B tests miss the mark, how to focus on the website elements that actually drive results, and why setting clear expectations is the hidden key to reducing churn. Here's what you'll gain from this episode: ✅ Why two CTAs often beat...
about 1 year ago • 1 min read
Sponsored by Vitally, the all-in-one Customer Success Platform. Hi Reader, Today on the show we have Kevin Indig, Growth Advisor at HyperGrowth Partners and former SEO lead at Shopify and G2. Kevin shares why 2024 might have been the last golden year of SEO traffic, and how AI is ushering in a new era of high-intent clicks, hyper-targeted content, and trust-based search Here's what you'll gain from this episode: ✅ Why 2024 was peak traffic, and what replaces it 🔍 How Google’s AI overviews are...
about 1 year ago • 1 min read
