Bizcast: Bits about books – In Conversation with Carl Gold, the Chief Data Scientist at Zuora, Inc., Author, Fighting Churn with Data
- Carl Gold is the Chief Data Scientist at Zuora, Inc. where he created the Subscription Economy Index and the data science behind Zuora’s Subscriber Insights. Before coming to Zuora, he spent most of his post-academic career as a quantitative analyst on Wall Street. Now a data scientist, he uses a variety of tools and techniques to analyze data around online systems
- Between 2014 till date technology has changed but for Carl, not the way you would think. Earlier he was using more AI and now it is more about bringing the analysis to the humans who are dealing with churn. AI is good at detecting churn. Not so much about telling what to do about it.
- It is time for a short break. Carl makes a point that subscription is not about SaaS. New York Times runs on Subscriptions, so does Spotify and Netflix and a host of other services. What are the key reasons that customers are churning? According to Carl mostly it is value. Is the customer receiving the value she signed up for, every day?
- Can you bake it into your product items that can ensure lower churn? Carl suggests that it is Onboarding. A great onboarding is about ensuring the customer who just signed up gets value. Fast. If customers have not walked through the essentials for success – you need to engage until that happens.
Now Listen in to this invaluable episode with Carl Gold.
These and more startling insights in this eye-opening episode of Bits About Books.
Run time – 35.39 mins.