Go offline with the Player FM app!
Ep. 168 - How Gen AI Is Rewiring B2B SaaS Feedback
Manage episode 485885186 series 2943493
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.
---
Not Getting Enough Demos?
Your messaging could be turning buyers away before you even get a chance to pitch.
🔗 Get a Free Messaging & Conversion Review
We’ll analyze your website and content through the eyes of your buyers to uncover what’s stopping them from booking a demo. Then, we’ll give you a personalized report with practical recommendations to help you turn more visitors into sales conversations.
And the best part?
💡 It’s completely free.
No commitments, no pressure—just actionable advice to help you book more demos.
Your next demo is just a click away—claim your free review now.
168 episodes
Manage episode 485885186 series 2943493
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.
---
Not Getting Enough Demos?
Your messaging could be turning buyers away before you even get a chance to pitch.
🔗 Get a Free Messaging & Conversion Review
We’ll analyze your website and content through the eyes of your buyers to uncover what’s stopping them from booking a demo. Then, we’ll give you a personalized report with practical recommendations to help you turn more visitors into sales conversations.
And the best part?
💡 It’s completely free.
No commitments, no pressure—just actionable advice to help you book more demos.
Your next demo is just a click away—claim your free review now.
168 episodes
All episodes
×Welcome to Player FM!
Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.