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.

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.

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.

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 CRO is becoming a more common org design move.

We discuss the confidence gap in CS teams when it comes to commercial conversations, why over-indexing on relationships is one of the most common mistakes in post-sales, and why parachuting an AE back in at renewal is a poor experience for the customer — and for the team.

Finally, we tackle the economics hiding in plain sight: why 100% of a company’s profits come from existing customers, how resource allocation between new business and existing accounts is wildly mismatched, and why the language CS and account management professionals use to describe their work has a direct impact on their standing inside the business.​​​​​​​​​​​​​​​​

Today on the show, we have Priya Lakshminarayanan, CPO of Recurly, a subscription management platform empowering brands like Twitch, PupBox, Sprout Social, and Pipedrive to launch, scale, and optimize subscription experiences.

In this episode, we dive deep into Recurly's 2026 State of Subscriptions report, uncovering surprising trends that challenge conventional wisdom about churn.

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.

We discuss the dramatic shift in subscriber behavior, including why 51% of consumers cancelled at least one subscription in the last 12 months, how micro-subscriptions are becoming the new trial experience in an AI-driven world, and why traditional free trials are becoming cost-prohibitive as LLM costs rise.

Finally, we tackle the loyalty paradox: why transparency and easy cancellation actually drive long-term retention, how annual subscription renewals have become critical inflection points, and why the best retention strategy might be proactively canceling customers who aren't using your service.