In this episode of AI in Action, Eric Housh and Zack Terry dig into one of the most overlooked aspects of AI adoption: governance. Not the Fortune 500 version — the practical, business-level decisions every company using Claude needs to make about who has access, what data goes in, and what controls are in place.

Zack walks through the specific governance tools available in Claude Enterprise, from role-based permissions and usage policies to data classification and admin controls, and explains how to think about risk based on your industry, your data, and your specific use cases.

This episode is for business leaders who are using Claude or evaluating it and want to make sure they're building on a solid foundation.

For the full episode video, show notes, and related resources, visit: https://loom.ly/KHr9YLU

Eric Housh and Zack Terry cover how a high-growth biotech firm handled a corporate split that left their support team drowning in repetitive tickets about shipping and results. FSM helped them stand up a new Salesforce Service Cloud instance and build an AgentForce AI agent grounded entirely in a newly created knowledge base.

They dig into how retrieval augmented generation and vector search let the agent answer only from vetted business data, when it escalates a sensitive question to a human, and how a 40% deflection rate changed the team's capacity from day one.

Useful for any regulated or customer-support-heavy business weighing how to bring AI into a system without sacrificing accuracy.

For the full episode video, show notes, and related resources, visit: https://loom.ly/iFQSAjw

Eric Housh and Zack Terry dig into a real implementation with a university fundraising team sitting on a database of over 100,000 donor records — and no reliable way to know who to call first. The problem wasn't missing data. It was that the data lived in silos across HubSpot, making it nearly impossible to surface the right relationships at scale.

Zack walks through how FSM used HubSpot's data agent to pull together contact history, giving records, family relationships, and event attendance into a single scoring output — high, medium, or low — so the team could stop guessing and start making targeted outreach decisions. The result is a system that applies senior staff expertise automatically across thousands of records.

This episode is for any nonprofit, development team, or relationship-driven organization wondering whether their CRM is actually working for them.

For the full episode video, show notes, and related resources, visit: https://loom.ly/vi7hTbc