Today on the show, we have Brian Balfour, the Founder and CEO of Reforge and former VP of Growth at HubSpot.

In this episode, Brian shares his perspective on the foundational laws of retention that remain unchanged, even as AI continues to transform the way we build and grow products.

We then discussed why many AI products are struggling with high churn, the role of natural usage frequency in product retention, and how businesses can avoid falling into the trap of ignoring core retention principles.

We wrapped up by exploring how AI is reshaping product teams, why product-market fit collapse is happening faster than ever, and how companies can navigate the new challenges of AI-native product development.

Mentioned Resources

• Brian Balfour
• Reforge
• Churn.FM Episode 1 | Churn is the silent killer
• The 4 Growth Frameworks You Need to Build a $100M Product
• Invest Like the Best: Dylan Field – Designing the Future

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

Today on the show we have Emeric Ernoult, the Founder and CEO of Agorapulse.

In this episode, Emeric shares his experience navigating Agorapulse’s bold pivot from serving SMBs to targeting mid-market and enterprise clients.

We then discussed the challenges of combating endemic churn, why moving upmarket was critical for growth, and the lessons learned from multiple pivots along the way.

We wrapped up by discussing the complexities of scaling a SaaS business while bootstrapped, including how to align product, marketing, and sales when shifting to a new customer segment.

Mentioned Resources

• Agorapulse
• Episode 44 | Challenges tackling SMB churn and how to overcome them

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

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 Resources

• Copy.AI

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