EP10 | Julie Hogan (Drift) - Drift's focus on their customer's success and it's churn crushing effects

In today's episode of churn.fm, we have Julie Hogan, VP of the Customer team at Drift - a conversational marketing platform.We chatted about Julie’s early days at both HubSpot and Drift and the challenges that come with building category-defining businesses. The impact that the stage of your business has on churn and retention, and the importance of focusing on your early adopters to convert them into lifelong customer evangelists.We also discussed the 3 sins of customer success, how drawing inspiration from businesses outside your industry can improve your processes, and the importance of focusing on leading indicators as opposed to the final score.Surprise, surprise this was a great conversation, enjoy the episode!