Support tickets are down. That should be good news: deflection is working, support costs should be coming down. Increasingly, it is not. Customers are resolving…
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Search “signal-based selling” and you’ll find plenty of good answers. Many SaaS vendors have all written well about it: watch for triggers, time your outreach…
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Most companies that struggle with retention and expansion do not have a value problem. Their product works, their customers get results, and their case studies…
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In May 2026, Gainsight1 stood on stage at Pulse and told its customers something no major SaaS company had said before: don’t just buy our…
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Most Customer-Led Growth initiatives struggle with budget season. Though the economics are typically strong, the issue is that the people asking for budget speak CS,…
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Net Revenue Retention is the metric that became the north star of B2B SaaS almost by default, a clean ratio that told investors whether a…
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There is a persistent narrative in B2B circles that AI is going to replace human buying committees. Compress the process, eliminate the stakeholders, automate the…
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A customer can be perfectly healthy and still never buy anything else from you. A customer can be at risk of churning and still have…
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Every revenue team running signal-based outbound today is working from the same raw material. Job changes. Funding rounds. Hiring spikes. The platforms that surface these…
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Most Customer Success organizations are built to protect what they have. Prevent churn. Maintain satisfaction scores. Deepen relationships with the contacts already in the account.…
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