EP23 | Eleanor Dorfman - Faster is not always better: How Segment improved retention by adding friction to their onboarding process

Today on Churn.fm we have Eleanor Dorfman, Head of Customer Expansion at Segment.We talked about Eleanor’s unique background and how she transitioned from a career in law to education and finally settled in the tech startup world.Eleanor also gave us insight into how Segment planned their current onboarding process, how adding friction to their onboarding lead to higher retention, and the most surprising thing they found that caused churn.We also discussed why customer retention is a team spo...