Strategy

All blog posts related to Strategy.

Is SaaS Dying? What's Replacing It in 2026

Strategy

Is SaaS Dying? What's Replacing It in 2026

Per-Seat SaaS Pricing Built a $285B Industry. AI Agents Just Broke the Math. Here's What's Replacing It and What It Means for Buyers and Builders in 2026.

Alex Turnbull
What Is Deflection Rate? Formula, Benchmarks, and What It Hides

Strategy

What Is Deflection Rate? Formula, Benchmarks, and What It Hides

Deflection Rate Measures Tickets Resolved Without An Agent, But Most Numbers Are Inflated 15–25%. Get The Formula, 2026 Benchmarks, And The Fix.

Bildad Oyugi
How to Improve Customer Retention: Metrics and Strategies

Strategy

How to Improve Customer Retention: Metrics and Strategies

Learn what drives customer retention, the metrics that matter, and practical strategies to fix churn at every stage of the customer lifecycle.

Bildad Oyugi
10 Customer Service Goals That Actually Improve Support

Strategy

10 Customer Service Goals That Actually Improve Support

Stop setting vague customer service goals. Learn the 10 actionable goals (FRT, FCR, CSAT), how to measure them, and the common mistakes to avoid.

Bildad Oyugi
How to Reduce Average Handle Time in Customer Support

Strategy

How to Reduce Average Handle Time in Customer Support

Here are ways to reduce average handle time by fixing intake, macros, policies, handoffs, and admin work, so your team resolves issues faster without rushing.

Bildad Oyugi
How to Collect Customer Feedback: Methods and Best Practices

Strategy

How to Collect Customer Feedback: Methods and Best Practices

Learn how to collect customer feedback that leads to real business decisions. Here are proven methods, timing strategies, and analysis frameworks.

Bildad Oyugi
How to Shorten Time-to-Value Without Complicated Onboarding

Strategy

How to Shorten Time-to-Value Without Complicated Onboarding

Learn the best ways to reduce time-to-value by defining outcomes, tracking metrics, and removing onboarding friction. Boost your customer retention today.

Bildad Oyugi
8 Customer Self-Service Options That Actually Work for B2B

Strategy

8 Customer Self-Service Options That Actually Work for B2B

The Customer Self-Service Options That Actually Resolve B2B Tickets, Which Ones Deflect Most, How to Measure Them, and When to Escalate.

Bildad Oyugi
The Truth About AI Customer Support: What Actually Works in 2025

Strategy

The Truth About AI Customer Support: What Actually Works in 2025

Most AI support tools promise automation, but few deliver.

Tom Morkes

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