E236 | From HelloFresh to Hotjar: Dissecting B2B vs. B2C Retention Strategies with Hotjar's CEO, Mohannad Ali

CHURN FM

Today on the show we have Mohannad Ali, CEO of Hotjar.

In this episode, Mohannad shares his journey from VP of Engineering at HelloFresh to leading Hotjar.
We dive into the nuances of B2B vs. B2C churn and retention strategies, drawing on his unique experience across both sectors. The conversation highlights the importance of understanding early vs. late churn and tailoring go-to-market strategies accordingly.
Mohannad also offers a fresh perspective on the evolving role of technology in product-led growth and customer retention, especially in the context of AI and machine learning.
Mentioned Resources:

• Hotjar
• HelloFresh

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Hoofdstukken

1. E236 | From HelloFresh to Hotjar: Dissecting B2B vs. B2C Retention Strategies with Hotjar's CEO, Mohannad Ali (00:00:00)

2. Introduction: Mohannad Ali's Journey from HelloFresh to Hotjar. (00:02:06)

3. The Core Differences: B2B vs. B2C Churn and Retention Strategies. (00:03:18)

4. Early vs. Late Churn: Strategy Implications for Subscription Businesses. (00:04:30)

5. Go-to-Market Strategies: Their Role in Minimizing Churn. (00:05:14)

6. The Power of AI: Enhancing Product Insights at Hotjar. (00:06:35)

7. The Impact of Technology on Retention Strategy Evolution. (00:12:18)

8. Hotjar's AI Implementation: Strategy and Customer Insights. (00:18:48)

9. Navigating Economic Challenges: Leadership and Strategy Insights from the CEO. (00:34:20)