They’re won (or lost) 𝗲𝘃𝗲𝗿𝘆 𝘀𝗶𝗻𝗴𝗹𝗲 𝗱𝗮𝘆, 𝗶𝗻 𝗲𝘃𝗲𝗿𝘆 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻, long before the renewal date arrives....

Most SaaS companies don’t have a CS cost problem — they have a CS identity crisis. The CFO’s spreadsheet isn’t the real threat. The lack...