Today on the show, we have Fran Brzyski, CEO and co-founder of Hark, a platform that helps brands build loyalty and achieve efficient growth through customer-generated content.In this episode, Fran shares insights into transforming customer feedback by leveraging the power of video and audio. He discusses the importance of capturing customer intent, the challenges of shifting from traditional feedback methods, and how to drive engagement by making feedback actionable.We also dive into strategies for integrating feedback across departments, using customer stories to fuel growth, and the future of human interaction in an AI-driven world.Mentioned ResourcesLinkedInHarkChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Chris Savage, CEO and co-founder of Wistia, a leading video marketing platform.In this episode, Chris shares insights from Wistia’s journey—from a video hosting platform to a comprehensive suite of video tools. He discusses the impact of COVID on video adoption, how Wistia navigated major strategic shifts, and why betting on yourself is often the best investment.We also dive into AI’s evolving role in video creation and editing, the importance of onboarding for retention, and why success isn’t always about massive numbers but rather delivering value at the right moment.Mentioned ResourcesWistiaTalking Too Loud with Chris SavageEp 45 | How Wistia’s creative brand voice helps them retain their customersChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Lucas Lovell, VP of Product at Paddle, a comprehensive payments and billing platform that helps businesses streamline transactions, reduce churn, and scale globally.In this episode, Lucas shares his insights on the critical role payments play in churn reduction and strategies like smart payment retries, network tokenization, and local payment methods to maximize revenue.We also dive into retention tactics and Lucas’ perspective on the evolving payments landscape and how AI and automation are shaping the future of subscription businesses.Mentioned ResourcesPaddlePrice IntelligentlyAn update on Price IntelligentlyChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

In this discussion, Guillaume Cabane, Co-Founder and General Partner at Hypergrowth Partners, shares his insights on how AI is transforming growth strategies for B2B companies like Ramp and Reddit. He highlights the rapid shift in marketing economics and the potential obsolescence of traditional sales roles. Guillaume discusses the surprising revival of direct mail amid evolving channels and emphasizes the importance of AI-driven personalization for engagement. The conversation also delves into leveraging intent signals for smarter sales outreach and the redefined roles within sales and marketing teams.

Advith Chelikani, Co-founder and CTO of Pylon, shares insights from his transition from engineer to entrepreneur. He discusses the critical role of product velocity in customer retention and the challenges of scaling customer success in early-stage startups. Advith emphasizes the necessity for founders to stay connected with their customers and explores the balance between growth and operational efficiency. The impact of AI in enhancing customer support and effective hiring strategies that have fueled Pylon's expansion are also key highlights.

Brian Balfour, Founder and CEO of Reforge and former VP of Growth at HubSpot, discusses enduring laws of customer retention amidst the AI evolution. He explains why many AI products face high churn rates and stresses the importance of natural usage frequency for retention. The conversation touches on the rapid collapse of product-market fit and how businesses can adapt their strategies. Balfour also explores how AI reshapes product development, emphasizing the need for cohesive customer feedback and intuitive design tools.

Emeric Ernoult, Founder and CEO of Agorapulse, shares his insights on transforming a SaaS company from serving SMBs to targeting mid-market and enterprise clients. He discusses the challenges of tackling churn and the critical importance of aligning product, marketing, and sales. Emeric emphasizes the strategic shifts necessary for success and the sacrifices entrepreneurs need to make. Personal anecdotes provide depth to his journey, highlighting resilience and adaptability in a competitive market.

Today on the show we have Paul Yacoubian, founder and CEO of Copy.AI. In this episode, we explore how Copy.AI evolved from an AI copywriting tool into a full-scale enterprise workflow automation platform.Paul shares how LLMs (Large Language Models) are reshaping go-to-market strategies, the challenges enterprises face in AI adoption, and why data management is the biggest bottleneck for AI-driven automation.We also dive into Paul’s approach to angel investing, why he prioritizes founders over funding stages, and how companies should think about customer activation, churn, and retention in an AI-powered world.Mentioned ResourcesCopy.AIChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Yuriy Timen, an investor and advisor to companies like Airtable, discusses his journey from leading growth at Grammarly to forming high-impact product teams. He emphasizes the vital alignment between growth marketing and product for maximizing retention. The conversation dives into strategies for balancing user acquisition and retention, the significance of initial user experiences, and the pitfalls of scaling too soon. Yuriy also shares insights on fostering retention-driven growth strategies that seamlessly guide users from acquisition to activation.

Today on the show we have Saravana Kumar, the CEO and Founder of Kovai.co.In this episode, Saravana shares his journey from launching a single-product business to building a multi-product SaaS company. He reflects on the challenges of scaling multiple products and offers candid insights into why he wouldn’t recommend his approach.Saravana also reveals the story behind Churn360, the customer success product he ultimately decided to shut down after significant investment, and what this taught him about market fit and opportunity cost.We then explore the signals that led to Kovai.co expanding into new products, the strategies behind scaling Document360, and how Saravana balances managing multiple SaaS products with distinct go-to-market motions.Finally, Saravana discusses why onboarding is critical to fighting churn, the importance of aligning product-market fit with sales strategies, and what SaaS founders need to know before attempting a multi-product approach.Mentioned ResourcesSaravana Kumar  Kovai.coDocument360ZendeskFreshdeskIntercomChurn360 GainsightVitallyBrian BalfourFour Fits For $100M GrowthUiPathClayChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.