Category: Change Flags
Churn Flags podcast episode writeups — the nine Change Flags that trigger customer re-evaluation, and the retention experiments that catch them.
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Help, or at least do no harm: rolling out features to existing users, with Buffer Staff PM Brandon Green
Buffer made its new home screen the default for new users – and let existing users opt in. Why “help, or at least do no harm” is the smarter feature rollout.
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Great ideas have grandparents: headline formulas, with Userlist co-founder Jane Portman
Your best idea is usually at the bottom of the list. And sometimes a good idea, already implemented, breeds an even better one.
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Shouty caps feature requests are not your biggest problem: support tickets and churn risk, with Penpot’s former Head of Growth Mario Araujo
Zero tickets carry the same churn risk as four-plus. Shouty caps are not the scariest feedback. Silence is.
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The Change Flags framework: the 9 moments that decide churn or expansion
The whole Change Flags framework from my Women in Experimentation Summit talk: why shipping more hasn’t moved NRR, and the nine moments, with a story each, when churn or expansion gets decided.
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The fight to be more than a verb: genericide in SaaS, with Bitly CMO Tara Robertson
Bayer lost Aspirin to genericide. When your brand becomes a verb, the market believes you do one thing, even when your suite does ten.
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Less isn’t the answer, relevance is: in-app messaging, with Storylane’s Head of Demand Gen Anand Vatsya
When you walk into a store and a saleslady sidles over and asks how she can help, what’s your reaction? Well, it depends.
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Why loyal accounts stagnate: churn after shipping new features, with Cohley Director of Product Michelle Green
Thanks to Claude and Notion, my whole business runs on a wicked Kanban. Everything that’s worth anything shuffles through Upcoming, In progress, and Done. When a card hits Done, it’s out of my filtered view, so I just don’t see it.
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The launch I missed for four months: product adoption through behavioral triggers, with Paperform co-founder Diony McPherson
I may not be Deloitte or Michelin or UNESCO or any of the other cool accounts that use Paperform, but I still think I’m a dream enough customer. Yet I missed one of their biggest launches in years – an entire new product – for four whole months.
