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Welcome to Health Impressions: the show about Authority, Acquisition, and Retention. Hosted by Bryan Cush, Co-Founder of Tidal Health Group, a digital marketing agency specializing in healthcare. The show focuses on the cross sections of marketing, patient experience and product development. They explore strategies for providing high-quality care, enhancing patient experience and retention through cutting-edge technologies. They will be speaking with like-minded industry leaders who will be ...
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What makes customers stick with a brand? On the Retention Edge Podcast, we talk with leaders from successful ecommerce and retail companies about exactly that. Each episode dives into the strategies and ideas that create loyal customers, featuring candid conversations about what works, what doesn't, and why. From product designers to CX professionals, our guests offer perspectives from across the customer journey. If you work in retail or ecommerce and care about building lasting customer re ...
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There’s nothing worse than losing customers to independent garages and quick lubes after the OEM warranty expires – which happens 70% of the time! As a car dealership, your #1 goal is keeping customers — and to do that, you need quality employees, an optimized service department, and benefits that matter to your customers. Imagine transforming your service department into a powerhouse of customer retention and satisfaction. Picture a dealership where your team is motivated, your customers ar ...
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If you're experimenting with automation, questioning the traditional post-sales model, or trying to drive more value with less headcount, you're in the right place. AI won’t fix churn, but these conversations might. Retention is the new growth & AI is rewriting the rules. Hosted by Josh Schachter, SVP of Atlas at Gainsight, [Un]Churned—the No. 1 podcast for retention and Customer Success leaders—features real talk with the sharpest minds in the Customer Success space. We dig into how teams a ...
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Retention Masterclass

John Koetsier, Peggy Anne Salz

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Post-acquisition marketing is massively undervalued. So much marketing to date has been acquisition-focused. Now the top marketers on the planet are turning to customer experience and user retention. We interview them and share their secrets with you.
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A Perfect Blend: Customer Retention is MB Usable Security's customer retention-focused podcast. We'll brainstorm and strategize how brands can use the CUVE Framework, the Wine Vat Approach, to increase customer retention. CUVE stands for Customer Experience, Usable Security aka user-friendly cybersecurity, Voice/Conversational AI, and data-driven Experimentation. Sometimes we'll have guests on to brainstorm how they can use emerging technologies [like Robotic Process Automation (RPA), voice ...
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The Retention Road

Deb Mukherjee

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100% unfiltered, tactical Retention advice for eCommerce and DTC brands from those who have "been there, and done that." We help you serve & maintain your current customers you spent so much money on acquiring with paid ads to increase lifetime value and customer satisfaction.
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The Retention ROI™ Podcast, hosted by Dr. Pelè, explores how great leaders turn workplace culture into measurable business results. Each episode reveals practical strategies to reduce turnover, strengthen trust, and build teams people want to stay and grow with. You’ll learn how to keep your best people by elevating Relationships, Opportunity, and Inclusion in today’s AI Generation. If you care about retention, performance, and creating a workplace where everyone thrives, you’re in the right ...
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Imagine a world where your clinic’s doctor greets new patients, revives old ones, explains care plans, and boosts referrals — all while sipping coffee at home. That’s not sci-fi — it’s Avatar Star Retention Marketing Program. We transform your doctor into a powerful digital AVATAR that leads patient engagement, reactivates drop-offs, and markets 24/7. It’s automated retention with a personal touch — and it’s about to flip your funnel forever.
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Welcome to the Customer Retention Podcast — your go-to show for actionable insights on growing and retaining your SaaS customers using GoCSM and the HighLevel platform. Each episode dives into practical strategies, real success stories, and proven systems to reduce churn, boost engagement, and scale your customer success operations. Whether you’re a SaaS founder, agency owner, or CSM, you’ll get clear, no-fluff advice you can use immediately.
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Don't be that business owner left scratching your head, wondering why your industry colleague got $400,000 and you didn't when the Employee Retention Tax Credit fully sunsets in 2024. In this limited focus, ERC Masterclass, listen as tax attorney and ERC specialist, Travis Watkins, bust through the rumors and the complexity of the ERC, so you can get to that free $26,000 per employee you kept during the pandemic and beyond, before the program is gone forever.
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The NextGen Work Culture podcast helps managers and HR professionals support working parents to recruit and retain the best people. Join host Kortney Ross as she interviews experts and provides insights into the struggles that working parents face in the workplace. Learn how your business can become a place where parents feel included, supported, and valued. Being a family-friendly business isn't just a "nice-to-have" anymore. For the Next Generation of work, it is critical.
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This podcast is "The Voice of Reason for Chiropractic" and will be most beneficial for chiropractors and their teams. We cover topics that will help grow a chiropractic practice, deliver content that will enhance the quality of care for more patients, teach concepts and strategies to market without manipulation or massive discounts, and simplify the foundation for operating a successful business by focusing on the 4 four requirements (leadership, communication, systems and team) of a thrivin ...
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Ready to churn less and win more? 🏆 Subscribe for a simple, once-a-month rundown of the episodes at gainsight.com/unchurned Every major transformation Yvette Hill has led started the same way: with a moment of panic. Across a 35-year career at IBM, Xerox, Microsoft, and now F5, Yvette Hill, SVP of Customer Success and Global Renewal Sales at F5, ha…
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Most brands run Meta and Google ads like they’re placing bets, not building infrastructure. But what if the most profitable campaign has been hiding in plain sight all along? In episode #23 of The Retention Edge, we sit down with Pavlo Matviienko, CEO of Adwisely, to uncover why catalog sales campaigns are the backbone of performance marketing and …
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What if your service department isn’t being “outperformed”… but simply misunderstood? Don Hall argues that fixed ops is the real engine of the dealership, and the stores that treat it like an afterthought are quietly training customers (and technicians) to leave. In this episode of Retention Roadmap, Bill Springer sits down with Don Hall, President…
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Show notes: In this episode, Bryan Cush sits down with Teri Sun, Chief Strategy Officer at White Rhino, to explore how AI is transforming healthcare marketing. Teri explains how moving beyond static websites to dynamic, empathetic digital experiences can personalize patient journeys, using psychographic and emotional data to deliver clarity and tru…
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What does it really take to retain customers in a category where no one needs your product? In episode #22 of the Retention Edge, John Roman, CEO of BattlBox, unpacks how they grew a $20M+ subscription business by leading with content, community, and customer experience. No loyalty gimmicks. No endless discounts. Just consistent value that makes pe…
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Ready to churn less and win more? 🏆 Subscribe for a monthly roundup of every episode at ⁠⁠gainsight.com/unchurned⁠⁠ Two of SaaS's most influential voices just sounded the same alarm: Cassie Young, General Partner at Primary Ventures, and Kyle Poyar, founder of Growth Unhinged, both published viral articles warning of a "gross retention apocalypse" …
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Social media isn’t just where people scroll, it’s where they search, decide, and buy. In episode #21 of the Retention Edge, host Eric Gopeesingh sits down with Jason Keath, co-founder of Social Fresh, to explore how platforms like TikTok and YouTube have become the new search engines, especially for younger consumers and what that shift means for c…
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When the Chief Customer Officer role first emerged in SaaS, Alexis Hennessy was already there—helping define it. Twelve years ago, she co-founded the post-sales executive search practice inside Heidrick & Struggles, one of the world’s premier search firms. She witnessed the rise of the CCO, the collapse of the role during the downturn, and now the …
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The biggest mistake marketers make with Meta Ads? Starting wide and cold instead of narrow and ready. In episode #20 of The Retention Edge, Derek Videll, founder of Social Bamboo, reveals why profitable campaigns don’t require big budgets or viral ideas, just precision. With experience across 700+ ad accounts, Derek lays out how to win on Meta by t…
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Most dealers still treat retention as something you worry about after a customer disappears. But some OEMs and dealers are already experimenting with a playbook built on predictive data, subscription-style benefits, and emotional convenience that keeps customers from drifting away in the first place. In this episode, sponsored by DriveSure, you’ll …
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Choosing the right agency can either make or break your brand’s growth and customer trust. In episode #19 of Retention Edge, we sit down with Chris Brewer, co-founder of OMG Commerce, to break down the key mistakes brands make when hiring agencies. With over 15 years of experience scaling eight- and nine-figure DTC brands, Chris reveals the secrets…
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When Erica Kuhl joined Salesforce as employee #176, nothing about her role or title suggested she would go on to build one of the most influential customer communities in SaaS history. Given a broken website, no roadmap, no team, she hacked together the first Salesforce Community with duct-taped technologies, raw conviction, and a fierce belief tha…
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Most dealerships obsess over selling the next car and overlook the goldmine rolling through their service drive every day. If you’re only talking about retention at the CRM or marketing level, you’re missing opportunities. The fix is building a simple, disciplined service-lane acquisition process that treats every repair order as both a retention p…
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Email isn’t just another marketing channel, it’s the engine behind $29M in revenue for brands that get the fundamentals right. In episode #18 of the Retention Edge, we sit down with Stefan Chiriacescu, CEO and Co-Founder of eCommerce Today, who breaks down the exact six-flow automation system his Shopify Plus agency installs for every client, regar…
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When Cloudbeds faced a post-sales organization at 120% capacity, no budget, and declining efficiency, Colin Slade chose to rebuild the operation through AI. Within nine months, his four-person AIOps team deployed more than 150 workflows and agents, automating 75% of repetitive work and reclaiming 7,000 hours every month. This episode details how Co…
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Show notes: In this episode, host Bryan Cush sits down with Jason Barnard for an eye-opening conversation on the powerful intersection of personal branding and digital algorithms. Together, they unpack how online personas can — and should — be intentionally designed to reflect and reinforce real-world credibility. Jason breaks down his signature fr…
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Why most enterprise AI fails — and how Cat Valverde’s 4-week adoption framework shows that the fix is just 15 minutes a week. Most enterprises are stuck in AI pilot purgatory — running endless experiments that never scale. In this episode of Unchurned, Josh Schachter sits down with Cat Valverde, founder of Enterprise AI Group, to break down what’s …
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You can’t “set and forget” a subscription. The real work is getting customers to stay past the first cycle. In episode #17 of The Retention Edge, Andriy Rudnyk, founder of Good Subscription Agency, breaks down what separates real retention models from rushed subscription setups. Drawing from his work with Shopify brands across CPG, pet care, and he…
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The Biggest GTM Mistake (Spoiler Alert: Stop Chasing CAC!!!) Mark Roberge shares how AI is transforming sales, customer success, and go-to-market strategy. The former HubSpot CRO, now co-founder of Stage 2 Capital and senior lecturer at Harvard Business School, Mark Roberge breaks down the 4 phases of AI evolution that will redefine how companies s…
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Chasing CSI while customers drift is like polishing the hood of a car that won’t start. If you’re measuring satisfaction but not repeat behavior, you’re missing the point and the sale. One quick fix: align OEM and dealership processes around ruthless convenience, proactive outreach, and service-drive plays that turn today’s RO into tomorrow’s trade…
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Most brands today have more marketing data than ever before, but many still struggle to make confident decisions about what’s actually working. In episode #16 of The Retention Edge, Nick Trueman, Director of PPC & SEO Consultancy at Spec Digital and host of Winning with Shopify, breaks down why GA4 confusion, broken attribution, and unclear custome…
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The Ex-Google PM Who Spent 14+ Years Building AI Agents ft. Jacob Bank (Relay.app) Jacob Bank has been building AI agents since before they were cool. While the rest of us were just figuring out what ChatGPT could do, Jacob was already 13 years deep into agent research. Now, as founder and CEO of Relay.app, Jacob is making AI agents accessible to e…
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What if the best acquirers never even see your business because you started too late? In episode #15 of The Retention Edge, we go deep with Emmett Kilduff, co-founder of The Fortia Group, to demystify the M&A process for DTC brands and agencies. With $20B in deals behind him and a rare mix of Wall Street and eCommerce expertise, Emmett shares the h…
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What if the function you were about to join didn’t really exist yet? In 2014, customer success was barely a function—it was an idea in the making. Omer Rabin took a bet on that idea at a time when the industry still needed convincing that managing customer relationships deserved its own tech stack. He went on to become Gainsight’s Chief Evangelist …
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Your Q4 offer might be strong. But if your planning starts in November, you're already behind. In episode #14 of The Retention Edge, we sit down with Ben Zettler, founder of Zettler Digital and Klaviyo Elite Partner, to unpack the most common mistakes brands make heading into Black Friday and Cyber Monday. With over 12 years of BFCM experience and …
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The best product leaders don't start in product—they start in customer success. Nick Mehta, former Gainsight CEO, sits down with PathFactory’s CPO & CCO, Venk Chandran, who built his product career from the ground up in CS. Venk reveals why working backwards from renewals changes everything, how CS teams can drive AI adoption with their customers, …
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Complacency is the quiet killer in fixed ops. If you’re waiting to see which “new ideas” actually work before you move, by the time you copy them, the leaders have already moved on. The fix: build a culture that experiments on purpose. Own your data, personalize outreach, and lock in the first (and next) visit with simple, repeatable programs. In t…
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What does retention look like when you actually know your customers? For MASC, it means handwritten thank-you notes, one-on-one recommendations, and repeat orders from customers they've never met in person. In episode #13 of the Retention Edge, Patrick Levesque, co-founder of MASC, shares how they’ve built an 18-year men’s skincare and grooming bus…
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How do you manage 100,000+ renewals or scale AI across thousands of CSMs? CS leaders share how they're tackling their biggest challenges and using technology to drive retention, adoption, and efficiency. In this episode of the [Un]churned Podcast, Josh Schachter sits down with customer success leaders at the 2025 Gainsight Pulse Conference in Las V…
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Show notes: On this episode, Bryan Cush sits down with Rob Klein, who brings decades of experience analyzing the ever-evolving healthcare sector, to explore the transformative role of AI in healthcare marketing. They discuss how emerging technologies are reshaping consumer interactions with hospital websites and influencing decision-making. Rob sha…
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If retention is an art, Yon-Ka Paris has it down to a science. In this episode of The Retention Edge, we’re joined by Raphael Faccarello, Global E-commerce Director at Yon-Ka Paris, who shares how the heritage French skincare brand built a 50% repeat purchase rate without relying on discounts or race-to-the-bottom tactics. From loyalty tiers and ap…
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"How Agentic AI Is Replacing Subscription Revenue" Chuck Ganapathi, the CEO of Gainsight & Brett Queener, Managing Director at Bonfire Ventures, who previously ran product at Salesforce and helped destroy Siebel, the company where he and Chuck first met. Together, they've witnessed every major shift in enterprise software over three decades, and th…
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When your advisors double as porters and your managers are the “most expensive valets in the building,” efficiency and customer experience both take a hit. The truth? Those front-line roles you think of as “non-revenue” may be the key to unlocking smoother operations and stronger retention. In this episode, sponsored by DriveSure, Bill Springer sit…
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You don’t need a dev team or a huge budget to build a retention engine that works across DTC, wholesale, and mobile. In episode #11 of The Retention Edge, Isaac from Country Life Natural Foods shares how his team drove 17% YoY growth by simplifying what actually drives results across DTC, wholesale, and mobile. From rebuilding a banned Facebook Ads…
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How Human-Centric AI Frees CSMs for Strategic Work at BMC Leading customer success at a global scale is never easy—especially after a company split. For Sofia Barbosa, this meant steering a leaner team while still supporting hundreds of BMC products worldwide. The challenge: deliver more impact with fewer hands. The solution: build Succedo, an AI p…
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Show notes: In this episode, host Bryan Cush speaks with Eliyah Finkelstein, co-founder of Vitalsphere Digital, about his journey from general app development to building impactful healthcare technology. Eliyah shares how Vitalsphere simplifies outdated systems to create user-friendly, HIPAA-compliant tools that improve patient care and streamline …
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What do Forbes, Men’s Health, and The New York Times have in common? They all link to brands that show up with real expertise, not AI spam or low-value SEO tricks. In episode #10 of The Retention Edge, Chris Panteli, co-founder of Linkifi, shares how he went from running a fish and chip shop to helping eCommerce brands earn backlinks from tier-one …
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How Disqo Sparked an AI Movement With a Company-Wide Hackathon When everyone was talking about AI but few knew where to start, Disqo took a bold step: they cleared two full days and ran a company-wide AI hackathon. The result? 70 people, 15 teams, and a wave of innovation that’s still driving value today. In this episode, David Karp, Chief Customer…
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A recall feels like a headache until you see it for what it really is: a built-in reason for lapsed customers to walk back through your service doors. If you’re letting those opportunities slip, you’re leaving retention, CP revenue, and future vehicle sales on the table. The fix? Treat recalls like a strategic program, not a one-off task. In this e…
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Everyone's chasing revenue in Q4. But the best brands? They're playing for retention. In episode #9 of The Retention Edge, we sit down with Andrew Maff, founder of BlueTuskr, to unpack why steep BFCM discounts often backfire and what to do instead if you care about actual profit and long-term brand health. From loyalty systems that don't implode ma…
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The Secret Workflow Letting LeeRon Manage 100 Accounts With a 2-Person Team When tasked with managing 100 accounts with just two people, most leaders would immediately start hiring. Not LeeRon Yahalomi. Instead, the VP of Customer Success at Aligned built her own team of AI agents inside ChatGPT that handle customer handoffs, meeting prep, and even…
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Show notes: In this episode, Bryan Cush sits down with Dr. John Oberg, founder of Precina Health, to discuss how his team is transforming chronic disease care—especially for type 2 diabetes—through a highly personalized, tech-driven model. Dr. Oberg shares how his background and vision led to a 98% success rate in improving patient outcomes by focu…
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How Kalpana, our Enterprise CSM, Scaled Her Book of Business by 40% With AI Kalpana Krishna Kumar, an Enterprise CSM at Gainsight, and Brady Bluhm, Senior Product Manager at Gainsight, join the show to share how they’re reimagining customer success with AI. From Kalpana’s 40% increase in her book of business to Brady’s unlikely journey from child a…
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Most dealerships don’t lose customers years down the road, but at the very first oil change. That early defection is costing dealerships future service visits, tire sales, and even repeat vehicle purchases. The solution? Build retention into the customer’s journey from day one and invest in your culture and technology to keep both employees and cus…
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AI is evolving so fast that it’s hard to keep up—sparking both excitement and anxiety about the future of work. Will AI replace jobs, or will it redefine them? In this episode of [Un]churned, host Josh Schachter, SVP of Atlas at Gainsight, sits down with Jeffrey Bussgang, General Partner & Co-Founder at Flybridge Capital Partners and Senior Lecture…
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In this episode, host Bryan Cush sits down with Bob Lachance to explore how Virtual Assistants (VAs) are revolutionizing the way medical practices run and grow. Known for helping businesses boost efficiency, Bob shares how VAs are solving one of healthcare’s biggest pain points: hiring and retaining talent. The conversation covers how VAs can handl…
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What if your clinic’s doctor could be everywhere at once? Discover how Avatar Star will turn savvy chiropractors into digital clinic Retention Avatars, which will boost retention, decrease no shows, increase referrals, and revenue just as if on autopilot. Because in today’s world, the most competent doctor isn’t just in the clinic — they’re everywh…
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Meet Chuck Ganapathi, the new CEO of Gainsight! In this special episode of [Un]Churned, host Josh Schachter sits down with Gainsight’s outgoing CEO Nick Mehta and his successor, Chuck Ganapathi, to mark a pivotal leadership transition. Nick reflects on his 13-year journey building Gainsight into a category-defining company, the lessons he’s learned…
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If you're still trying to control every slot on your scheduler, you're probably pushing customers away. Today’s customers don’t want to call. They don’t want to wait. And they don’t want to be told when they can’t come in. They want control, convenience, and clarity. Dealerships that give them that? They’re the ones earning long-term retention. So,…
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In this episode, host Bryan Cush sits down with Kirsten Lecky, Executive Vice President of Insights and Growth at WG Content, to explore the power of empathy in healthcare marketing. As AI, data, and technology continue to reshape the industry, they discuss why keeping the human element at the forefront is more important than ever. Kirsten shares h…
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