Net revenue retention is now the number most B2B software boards watch. Winning new logos costs more than it did three years ago, so keeping and growing existing customers carries more weight in the plan, and the customer success team sits at the centre of that effort. Spreadsheets and CRM notes can carry a small book of accounts, but they break down once a team is managing hundreds of customers across several products. Customer success software has matured to meet that press

Salesloft is one of the best-known sales engagement platforms on the market, used by sales development and account teams to run cadences, calls, and emails at scale, and it has expanded into forecasting, deal management, and conversation intelligence in recent years. In December 2025 it completed its merger with Clari, the revenue intelligence vendor, and the combined business is now building what it calls a predictive revenue system under a new CEO. For many customers that i

Qualtrics has been recognised as the longest-standing Leader in Gartner's Magic Quadrant for Voice of the Customer Platforms for five consecutive years, and for large enterprises running formal experience management programmes across customer, employee, and brand data, it remains one of the most capable platforms on the market. But it is not the right fit for every organisation. Whether the concern is cost under its 2025 move to interaction-based pricing, the roadmap uncertai

Fin is the AI customer service platform formerly known as Intercom, and following the acquisition, it now belongs to Salesforce. The two companies confirmed on 10 September 2026 that Salesforce has completed its acquisition of Fin, a deal worth approximately 3.6 billion US dollars that was first announced back in June 2026. For enterprise IT and customer service buyers, this is the kind of news that reshapes a shortlist overnight. Fin was already one of the most widely deploy

Nutshell is a CRM and sales automation platform built for small and mid-sized businesses that want the discipline of a proper sales process without the complexity, or the price tag, of enterprise software. Since 2009, the company has built a reputation among smaller sales and marketing teams for combining genuine ease of use with the reporting depth that growing businesses actually need, rather than the feature sprawl found in platforms built primarily for large enterprise bu

Customer service is one of the areas where AI has moved fastest from promise to practice. Rising customer expectations, real pressure on contact center costs, and AI tools that can now handle a genuine proportion of customer queries without any human involvement have combined to create both an urgent opportunity and a crowded, sometimes confusing market for customer service and operations leaders trying to work out what to buy. In 2026, the market has moved well past basic ch

If your sales team is spending more time building quotes than closing deals - or if pricing errors and approval bottlenecks are slowing down your revenue cycle - you are not alone. For businesses selling configurable products or complex services, the quoting process is one of the most friction-heavy parts of the sales motion, and one of the most expensive to get wrong. Configure, Price, Quote (CPQ) software exists to solve exactly that problem: replacing manual, error-prone q

If you sell complex, highly configurable products, whether that is industrial machinery, modular furniture, or made to measure garages and carports, the quoting process can quietly become one of the biggest drags on your sales team. Combeenation is an Austrian configure price quote, or CPQ, specialist built specifically to solve that problem for manufacturers and distributors with deep product complexity. For buyers comparing CPQ vendors, understanding how Combeenation's appr

Customer service teams are caught between two competing pressures: customers who expect faster, more personalised resolutions across more channels, and organisations that cannot continue adding headcount every time service volumes grow. AI customer service agents have emerged as the most direct response to that tension - software that can handle enquiries, resolve issues, and guide customers to outcomes without a human agent needing to be involved at every step. The market ha

Enterprise brands spend significant time and budget on customer communications without always being confident the messages are getting through. Mitto is a Communications Platform as a Service (CPaaS) provider built to solve exactly that problem, offering enterprises a reliable, globally connected platform for SMS, voice, and chat app messaging at scale. Headquartered in Zug, Switzerland, Mitto has built a reputation for delivery quality and carrier reach that larger, more gen

Enterprise sales has changed more in the last three years than in the previous decade. Buyers are better informed, sales cycles are longer and more multi-threaded, and the gap between top-performing and average sellers has widened to the point where it is one of the most commercially important variables a revenue leader can influence. Sales enablement software - the category of tools that equips sellers with the content, coaching, conversation intelligence, and engagement aut

Customer data has never been more abundant, and customer intelligence has rarely been harder to act on. Most organisations now collect behavioural, transactional, and demographic data across dozens of touchpoints - website, app, email, in-store, call centre, CRM, loyalty programme - but that data sits in separate systems, owned by separate teams, producing separate views of the customer that cannot easily be reconciled. The result is the personalisation gap: knowing in theory

Most organisations now have more data about how users interact with their digital products than they know what to do with. Page views, session durations, funnel drop-off rates - the dashboards are full, but the question that actually matters is still hard to answer: why are people leaving, and what can we do about it? Digital experience analytics exists to close that gap, connecting quantitative behaviour data with qualitative insight to give product, UX, and marketing teams