#updateai #customersuccess #saas #business Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) are joined by an insightful guest, Ozge Ozcan, Chief Customer Officer at Forter, to dive into the intricacies of customer experience optimization in the evolving world of e-commerce. Ozge shares her wealth of knowledge on navigating the delicate balance between growth and retention, highlighting the company's transition toward a strategy centered on expansion and profitability. Timestamps: 0:00 - Preview, BS, & Intros 2:00 - Forter's services and impact 7:35 - Ozge's role in hiring and facilitating career transitions 12:51 - The downside of focusing solely on churn 17:25 - Cross-segment strategies and mindset shifts 20:15 - Establishing and managing a churn budget 28:30 - Tackling the "happy ears" problem 35:43 - Prioritizing customer signals 38:40 - Planning for the new year and beyond ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Ozge Ozcan: https://www.linkedin.com/in/ozgetuncel/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠ ________________ Keywords: How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Ozge Ozcan, Forter, e-commerce fraud prevention, customer experience optimization, discount misuse, enterprise customer strategy, churn management, customer retention, revenue growth, expansion opportunities, cross-segment strategies, headcount planning, Calendar detox, executive check-ins, net revenue retention (NRR), churn budget, mild-market churn, SMB churn, discount management, product investment, customer service mindset. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.

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