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   Beyond a better playbook. Plus, a roundup of this week’s best SaaS thinking.  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­
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                       <p style="margin:0">
                        Edition #519, 29-May-2026
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                       <p style="margin:0;margin-bottom:16px">
                        After a few weeks on the road, one thing keeps coming up.
                        <br/>
                        <br/>
                        Austin, Barcelona, Šibenik. Next week, Paris. Different rooms, different conversations, same reminder: the companies that stand out don’t just have better playbooks. They have better instincts.
                        <br/>
                        <br/>
                        At SaaStanak, Sara said something that got a lot of heads nodding: remarkable companies are built by remarkable people. You can feel it in the teams that refuse to let "good enough" become the bar. They ask sharper, more thoughtful questions. They have informed, opinionated conviction. They have taste, standards, and a way of thinking that doesn’t come from a LinkedIn post.
                        <br/>
                        <br/>
                        For the most part, we all have access to the same information: the same reports, growth hacks, automations, and playbooks. But two teams can read the same thing and build very different companies. One copies the motion. The other understands the principle, adapts it, and raises the bar.
                       </p>
                       <p style="margin:0">
                        <a class="" rel="noopener" style="text-decoration: underline; color: #666e89;" target="_blank">
                         <strong>
                          Nick Franklin
                         </strong>
                        </a>
                        <br/>
                        Founder &amp; CEO
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                       <p style="margin:0">
                        P.S. PLG founders and operators based in Paris: we're hosting an off-the-record conversation and hands-on workshop on June 3.
                        <a class="" rel="noopener" style="text-decoration: underline; color: #666e89;" target="_blank">
                         Join us
                        </a>
                        .
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                        This week in SaaS
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                        Mastering account management in B2B SaaS
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                       <p style="margin:0;margin-bottom:16px">
                        What does it actually take to retain and grow accounts in SaaS today? ChartMogul's Megan Tennant shares insights from five CS and revenue leaders: how to set customer goals, why satisfaction beats adoption as a success metric, when to ignore your playbook, and how to build the kind of trust that turns customers into advocates.
                       </p>
                       <p style="margin:0">
                        <em>
                         "During every interaction, especially during the sales process, make sure you’re asking about and documenting your customers’ goals so you can show relevant achievements when it comes time for renewal. Good success planning is key."
                        </em>
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                        Positioning in the age of AI
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                       <p style="margin:0;margin-bottom:16px">
                        AI is disrupting products, competitors, and markets at once—the biggest positioning challenge since Covid. April Dunford's take: have a clear POV on where the market is headed, position against today's real competitors (not hypothetical future ones), and walk the line between hyping an AI future and proving present-day value. Customer feedback is your sharpest signal throughout. The fundamentals haven't changed. The margin for error has.
                       </p>
                       <p style="margin:0">
                        <em>
                         "What matters in positioning is not who COULD compete with you or who WILL compete with you in the future. What matters is how prospects are currently building a short list and who you really need to beat to win a deal."
                        </em>
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                        Most demand gen teams have never verified whether their signals actually predicted anything. If the motion produces pipeline, the signals get credit. If it doesn't, the copy gets blamed. The signals keep running. Here's what a backtest of 30 Closed Won accounts actually revealed, and why adding more signal data isn't the fix.
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                        <img alt="The Trust Ledger, looking at Conversational Capital" height="auto" src="https://inboxflows.com/_/image/https%253A%252F%252Fuserimg-assets-eu.customeriomail.com%252Fimages%252Fclient-env-125412%252F01KSQ0ET0JD73Q7A1KW3X7MRJH.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZ1c2VyaW1nLWFzcyIsInRpbWUiOjE3ODAwNTYwNTYuMzM4OTc5NX0:1wSvtY:5V_pr-QPrJP2G1ikREs6k3vEkHkPcUbJFXas9V54PvY" style="display:block;height:auto;border:0;width:100%" title="The Trust Ledger, looking at Conversational Capital" width="258"/>
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                        The Trust Ledger, looking at Conversational Capital
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                        Dashboards measure what your AI did, not how it impacted the customer relationship. A contained, polite chat can still erode trust. Here’s how to apply a Trust Ledger to understand your organization’s Conversational Capital. You may be running a net withdrawal without knowing it.
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                       <p style="margin:0">
                        <em>
                         "The discomfort is the point. That’s the asset, becoming visible. Once you’ve read fifty conversations with the right question in your head, you’ll never look at a dashboard the same way again."
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                         Learn more
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