Ep. 168 - How Gen AI Is Rewiring B2B SaaS Feedback

Episode notes

Send us Fan Mail Guest: Eli Portnoy, Founder & CEO at BackEngine - As B2B SaaS companies scale, they often lose touch with the customers who got them there. In this episode, Eli Portnoy, founder and CEO of BackEngine , sits down with Ken Lempit to talk about the critical breakdown in customer feedback systems - and how generative AI can help leaders hear what really matters. We unpack: Why customer feedback loops break as SaaS companies grow The hidden costs of misaligned feedback channels and weak ownership How AI can synthesize 100% of customer interactions - without surveys What separates elite SaaS companies from the rest when it comes to NRR and churn Why CS leaders are uniquely positioned to become strategic feedback owners Eli also shares the story of losing his biggest customer before a major fundraise - and the moment he realized feedback was everyone’s problem, but no one’s job. If you're a CMO, CRO, or CS leader building a feedback-driven growth engine, this is a conversation you won’t want to miss. - Stalled pipeline? Lost deals? Diagnose your GTM gaps with a free, actionable checkup. Get your free SaaS GTM Checkup

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