Report
Acquisition
The 5-Minute Customer Report
How fast B2B software companies actually respond to inbound — a mystery-shop study of 200+ vendors. The gap between five minutes and five hours is your conversion rate.
11 minAccess for free
Resources
Every conversation, written down.
Everything I've learned about customer conversations across the funnel — reports, playbooks, audits, and a couple of interactive things. Pick a lens, search, or just browse.
The playbook
Five pillars across the customer lifecycle.
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Showing 68 of 68 resources
Featured
Calculator
Acquisition
Speed-to-Lead Calculator
Three inputs (inbound volume, current response time, conversion baseline), one output: the revenue your response time is costing you.
3 minAccess for free
Report
Activation
The Activation Benchmark Report
PLG activation medians, broken out by ACV band, ICP, and time-to-first-value. The number you're benchmarking against is probably wrong.
9 minAccess for free
Report
Support
The Chatbot Deflection Audit
What 47 deflection programs revealed about the gap between reported deflection rate and post-deflection CSAT. The cost was paid downstream.
9 minAccess for free
Calculator
Acquisition
Speed-to-Lead Calculator
Three inputs (inbound volume, current response time, conversion baseline), one output: the revenue your response time is costing you.
3 minAccess for free
Report
Acquisition
The 5-Minute Customer Report
How fast B2B software companies actually respond to inbound — a mystery-shop study of 200+ vendors. The gap between five minutes and five hours is your conversion rate.
11 minAccess for free
Report
Activation
The Activation Benchmark Report
PLG activation medians, broken out by ACV band, ICP, and time-to-first-value. The number you're benchmarking against is probably wrong.
9 minAccess for free
Tool
Orchestration
The Customer Conversation Audit
Twelve questions that map your full-funnel conversation quality — response time, activation, deflection, NRR — and surface the weakest link.
8 minAccess for free
Report
Expansion
The State of NRR Report
What separates 130%+ NRR teams from the rest. The throughline isn't a playbook — it's whether expansion conversations actually happen in product or in QBRs.
9 minAccess for free
Report
Support
The Chatbot Deflection Audit
What 47 deflection programs revealed about the gap between reported deflection rate and post-deflection CSAT. The cost was paid downstream.
9 minAccess for free
Article
Acquisition
Your inbound takes 17 hours to respond
Average SaaS lead-to-first-touch is 17 hours. The conversion curve cliff-edges at five minutes. The math doesn't survive contact with intent.
5 minAccess for free
Article
Acquisition
The 5-minute rule isn't a hack — it's the new floor
What the Lead Response Management Study found, why the field never internalised it, and how it became table stakes again.
5 minAccess for free
Article
Acquisition
How much pipeline dies between 'demo booked' and 'demo held'
Demo no-shows aren't a calendar bug — they're a cooling problem. The structural fix isn't better reminders; it's removing the gap entirely.
4 minAccess for free
Article
Acquisition
The case for live demos without calendars
The calendar is a friction layer that loses more deals than it protects. The alternative is the same conversation, at the moment of intent.
4 minAccess for free
Article
Acquisition
Lead gating is a tax on the most interested customer in the world
The form that filters out tire-kickers also filters out the buyer who was three seconds from raising a hand. The cost of the gate is invisible — until you measure it.
4 minAccess for free
Article
Acquisition
You wouldn't buy a Tesla by filling out a form. Why does software work that way?
Consumer expectations are reshaping B2B buying behaviour. The buyer who configures a car in 90 seconds tolerates the 17-hour B2B response time less every year.
4 minAccess for free
Article
Acquisition
Why your AEs hate Calendly more than you do
The calendar widget the prospect sees is a filter. The calendar your AEs run their week off is a graveyard. Both can be improved together.
3 minAccess for free
Article
Acquisition
What your SDRs would do if they only worked sub-5-minute leads
A different shape of the SDR job — where the cold-call queue is gone and the AE handoff is the whole motion. What the comp model would have to look like.
4 minAccess for free
Article
Acquisition
Stop hiring SDRs for the role they don't want
SDR attrition isn't a labour-market problem; it's a job-design problem. The role you advertise is not the role they show up to.
4 minAccess for free
Article
Activation
Your onboarding video is wrong by Tuesday
The product moves faster than the Loom you recorded. Static onboarding goes stale; live onboarding doesn't.
4 minAccess for free
Article
Activation
The 15% activation ceiling and why PLG plateaus there
Most PLG companies hit an activation rate they can't move, no matter how many emails they add. The ceiling is structural — and there's a way through it.
4 minAccess for free
Article
Activation
Activation is the new acquisition
The reframe that separates growth teams from signup teams. Activated customers compound; raw signups don't.
4 minAccess for free
Article
Activation
Ghost signups: why most free trials never activate
Most free-trial signups disappear before they ever reach value. Re-engagement emails don't bring them back — because they arrive after the moment of confusion has passed.
4 minAccess for free
Calculator
Activation
D30 Activation Calculator
Inputs: monthly signups; signups reaching your defined value milestone within 30 days; (optional) business type for benchmark cut. Logic: compute D30…
3 minAccess for free
Article
Activation
The activation conversation your product can't have
Your product is great at showing things and bad at conversing about them. It can display a tooltip, highlight a button, or play a tour — but it can't…
4 minAccess for free
Article
Activation
Activation without scaling CS headcount
The CS scaling problem is simple to state and hard to live with: customers grow, the work to activate and support them grows with them, and headcount…
4 minAccess for free
Article
Activation
Your CSMs should be doing expansion, not re-explaining onboarding
Here's a question worth auditing honestly: what fraction of your CS team's time goes to expansion — the conversations that grow accounts and drive…
4 minAccess for free
Article
Activation
The half-life of a help article in 2026
A help article's half-life is how long before it's meaningfully out of date — and for fast-moving software products, it's short. Every release…
4 minAccess for free