CHURN FM

CHURN FM is the podcast for subscription economy pros. Every Wednesday we hear how the world’s fastest growing companies are tackling churn and using retention & engagement to fuel their growth.

CHURN FM is a business podcast hosted by Andrew Michael, with 306 episodes on record and a Required Pod Score of 80.

Andrew Michael hosts CHURN FM, a business show with 306 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

• 

  Episode #306

  EP306 | Beyond Retries: Why Payments Fail and How to Recover Them | Jack Cregan

  Sep 30, 202632 min

  Today on the show we have Jack Cregan , Founder of Paymend , a company helping online businesses turn declined transactions into recovered revenue. In this episode, Jack shares his experience building payment infrastructure and explains the underlying mechanics behind why payments fail, from insufficient funds and fraud detection to cross-border transactions and payment processor limitations. We then discuss how Paymend approaches payment recovery through alternative PSPs, card monitoring, and partial authorizations, and we wrap up by exploring how businesses can reduce churn by making their products and infrastructure more embedded and difficult to replace. As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on andrew@churn.fm. Don't forget to follow us on X.

  ListenShow Notes
• 

  Episode #305

  EP305 | What Happens When Marketing and CS Share a Leader | Rebecca Stone

  Sep 22, 202642 min

  Today on the show we have Rebecca Stone, Chief Customer and Marketing Officer at Plume. In this episode, Rebecca shares how bringing marketing and customer success under one leader can create a stronger understanding of the customer journey, from acquisition and adoption through to retention and expansion. We then discussed how Plume measures marketing influence, why customer success should be accountable for expansion revenue, and how the company uses customer data and AI to improve experiences across the entire customer journey. We also explored why customer advocacy, account-level details, and strong collaboration between sales and CS are critical to building long-term customer relationships. As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.

  ListenShow Notes
• 

  Episode #304

  E304 | Why Product Delight Is No Longer Optional | Nesrine Changuel (Skype, Google, Spotify)

  Jun 17, 202641 min

  Today on the show, we have Dr. Nesrine Changuel, founder of Product Excellence and Product Management Career Lab Director at ESSEC Business School. Prior to Product Excellence, Nesrine held senior product roles at Google, Spotify, and Microsoft. In this episode, we dig into why the technical barrier to building products has dropped so dramatically that functional quality alone can no longer differentiate — and what that means for teams that haven't yet learned to design for emotion. We explore the concept of product delight, what it actually means beyond confetti and Easter eggs, and how Nesrine's Delight Model Framework gives teams a step-by-step path to building emotional connection into any product — B2C or B2B. We discuss the real difference between discovery and delivery, why Nesrine spent her first 18 months as a PM doing the wrong job, and what shifted when she stopped babysitting engineers and started owning the why. Finally, we get into the AI feature psychosis sweeping the market right now — why shipping velocity without emotional intentionality produces Frankenstein products, and why the companies that were great before AI will be great after it, for the same reasons they always were. As always, I’d love to hear from you. You can email me directly at andrew@churn.fm, and don’t forget to follow us on X.

  ListenShow Notes
• 

  Episode #303

  E303 | Customer Success Is Dead. Meet the Growth Department.

  Apr 8, 202636 minS0

  <p>Today on the show, we have Alex Raymond, founder of AMplify and author of The Growth Department, a book reframing how post-sales teams think about their role inside B2B companies.</p><p>In this episode, we dig into why customer success and account management are in an identity crisis — and why the answer lies in orienting the entire function around one core purpose: helping the company win. </p><p>We explore the “keep, grow, no surprises” framework, how NRR as a North Star metric can align sales and CS around shared incentives, and why consolidating all revenue under a true...

  ListenShow Notes
• 

  Episode #301

  E302 | Why 51% of Subscribers Cancel Each Year—and How to Reduce Voluntary Churn

  Feb 25, 202634 minS0

  <p>Today on the show, we have <b>Priya Lakshminarayanan</b>, CPO of <b>Recurly</b>, a subscription management platform empowering brands like Twitch, PupBox, Sprout Social, and Pipedrive to launch, scale, and optimize subscription experiences.</p><p>In this episode, we dive deep into <b>Recurly's 2026 State of Subscriptions report</b>, uncovering surprising trends that challenge conventional wisdom about churn. </p><p>We explore why "selective churn" might actually reflect stronger consumer intent rather than fatigue, and why the pause button has evolved from a red flag into a strategic retention tool.</p><p>We discuss the dramatic shift i...

  ListenShow Notes

Recent guests on CHURN FM. Study who booked and why before you pitch.

Based on semantic analysis of episode topics and host coverage, this show is a strong guest fit for executives in:

Industry fit is computed by PitchCentric using vector embeddings of the show's episode catalog.