Strategy

All blog posts related to Strategy.

How to Respond to a Customer Inquiry: A Step-by-Step Guide

Strategy

How to Respond to a Customer Inquiry: A Step-by-Step Guide

Are you drowning in ticket volume? Use this playbook to triage faster, write cleaner replies, and scale your support operations without hiring more agents.

Bildad Oyugi
Customer Survey Strategies That Actually Work in B2B SaaS

Strategy

Customer Survey Strategies That Actually Work in B2B SaaS

A B2B SaaS customer survey strategy that routes every response to revenue: CES, CSAT, and NPS by lifecycle stage, with a 14-day cap and owner SLAs.

Bildad Oyugi
We Brought Pandas to SaaStr 2026. We Left With 125 Demos.

Strategy

We Brought Pandas to SaaStr 2026. We Left With 125 Demos.

Helply showed up to SaaStr AI Annual 2026 with pandas, protestors, and a $0 price tag. We booked 125+ demos in 3 days. Here's the full story.

Alex Turnbull
Seat-Based Pricing Is a Scam in 2026. Here’s the Math.

Strategy

Seat-Based Pricing Is a Scam in 2026. Here’s the Math.

Pylon charges $33,360/yr in seats before you resolve a ticket. Helply charges $0. The math on why seat-based pricing is dead.

Bildad Oyugi
Customer Service Books for B2B Support Leaders: The 2026 Reading List

Strategy

Customer Service Books for B2B Support Leaders: The 2026 Reading List

Most Customer Service Reading Lists Were Written for Retail Teams. These 17 Books Are Picked Specifically for B2B SaaS Support Leaders.

Bildad Oyugi
Support isn’t a cost center. You just built it like one.

Strategy

Support isn’t a cost center. You just built it like one.

AI handles tickets at $2. Humans cost $30. The savings aren't the point — what your team does with the freed capacity is. Here's the revenue-engine math.

Alex Turnbull
AI won’t replace your support team. It will make them more valuable.

Strategy

AI won’t replace your support team. It will make them more valuable.

AI can handle repetitive support work. The real ROI comes from redeploying your team to churn intervention, onboarding, and account expansion.

Alex Turnbull
Why most AI support implementations fail (and how to get it right).

Strategy

Why most AI support implementations fail (and how to get it right).

MIT found 95% of AI pilots fail to deliver ROI. In B2B support, five failure modes explain nearly all of them. Here's what working implementations get right.

Alex Turnbull
The metrics that turn customer support into a revenue engine.

Strategy

The metrics that turn customer support into a revenue engine.

Your CX dashboard measures whether the queue is moving. It should measure whether revenue is being retained. Four B2B metrics that a CFO can reconcile.

Alex Turnbull

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