Explorez tous les épisodes du podcast Retention Rethink
| Titre | Date | Durée | |
|---|---|---|---|
| Connect: Building community that customers genuinely love | 10 Dec 2025 | 00:27:39 | |
Picture this: A community member comes home from a user conference, shares that their child was just diagnosed with Type 1 diabetes, and dozens of people rally around them instantly. That’s the power of Jamf Nation’s community, and it’s the heart of this conversation. Courtney Hauser sits down with Jeni Asaba, Head of Community at Jamf, to talk about how to build a community that actually feels human. They dig into how Jeni listens to customers before building anything, how small experiments (like monthly virtual meetups) turn into cornerstone programs, and why recognition matters more than swag. You’ll also hear how Jeni measures community “happiness,” avoids clutter that kills engagement, and uses customer insights to shape not just community strategy but product direction. If you’re building any kind of customer community, this episode is full of gold. Key takeaways:
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| Adopt: Turning first value into long-term momentum | 26 Nov 2025 | 00:25:21 | |
What if you could predict retention from a customer’s first three logins? That’s exactly what TrendMiner discovered – and it changed the way they drive adoption. In this episode, Courtney chats with Jef Vanlaer, CS Ops Manager at TrendMiner, about how simplifying onboarding and focusing on early value can dramatically shift engagement. Jef shares how they cut an onboarding flow from 16 steps to 7 (and boosted completion from 10% to 50%), how they spot adoption risks before they snowball, and why timing matters more than tactics when it comes to in-app messages. You’ll walk away with real practices for improving first value, tightening your adoption signals, and connecting product usage to real business outcomes. Key takeaways:
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| Learn: Customer education that drives retention | 18 Nov 2025 | 00:25:32 | |
Most teams underestimate customer education, but it’s one of the biggest levers you have for retention. In the first episode of the series, our host Taylor Johnston sits down with Elyce Ladany, Senior Manager of Digital Education at AuditBoard, to break down why CS teams cannot treat learning as a “nice to have.” It’s a serious revenue driver. You’ll hear how AuditBoard connects learning paths to real value milestones, why awareness often matters more than content, and how certifications can unlock massive engagement without creating anything new. Taylor and Elyce also get real about the challenge of measuring training impact and where AI can help you scale education without burning out your team. If you’ve ever wondered how to turn training into actual customer outcomes, this episode gives you the playbook. Key takeaways:
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| Succeed: Scaling outcomes with AI and proactive customer success | 16 Dec 2025 | 00:32:24 | |
In healthcare, if equipment goes down, care goes down – and your customer success model has to keep up. In this final episode, Taylor talks with Brad Casemore, Chief Customer & Growth Officer at PartsSource, about what retention looks like when the stakes are sky-high. Brad shares why PartSource built value creation roadmaps for every customer, how AI helps them transform siloed data into prescriptive actions, and why benchmarking is one of the strongest tools for showing customers what’s possible. They also break down the Customer Loyalty Index (CLI), how real-time signals catch risks early, and how AI tools help teams prep for high-pressure customer meetings in minutes, not days. It’s a powerful close to the series – and a blueprint for making retention predictable. Key takeaways:
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