Episode #306 Watch now Beyond Retries: Why Payments Fail and How to Recover Them Hi Reader, How much of your churn from failed payments do you consider outside your control? At Hotjar, we saw a lot of failures from cross-border transactions. Processing locally and in the customer’s local currency improved the chances of those payments going through. The customer wanted to pay. How we collected the payment mattered. This week, I spoke with Jack Cregan, founder of Paymend, about what actually...

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...

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...