Built from research.
Not from opinion.
EvaluationsHub was founded by a professor who spent two years asking 203 B2B buyers why they stay, why they leave, and what the relationship signal looks like six months before the decision. The platform is the answer to what they found.
Bert Paesbrugghe
Bert’s academic work focuses on buyer–seller relationships, key account management, and what makes B2B customers stay or leave. His PhD dissertation — awarded the 20th Annual American Marketing Association Best Dissertation prize — examined how purchasing decisions are shaped by relationship quality, not just product performance.
That research led directly to EvaluationsHub. After spending years teaching sales organisations how to think like buyers, Bert built the platform that puts those principles into practice: health scoring that captures the customer’s own view, recovery workflows the customer participates in, and a relationship record that makes renewal conversations fact-based.
Before founding EvaluationsHub, Bert worked across hospitality, sales consulting, and procurement advisory. He has advised procurement and customer success teams across Europe on supplier performance, key account management, and buyer experience design.
The book behind the platform.
The Buyer’s Balance — published in January 2025 by Owl Press (Borgerhoff & Lamberigts) — addresses the central question that most B2B organisations get wrong: why do satisfied customers leave?
The answer, across industries and customer types, is consistent. Customers leave not because the product failed, but because the relationship failed. Because their input was never captured. Because problems were acknowledged but never visibly resolved. Because the vendor scored them from the outside without ever asking.
The book guides sales managers and CS leaders through building a smarter, more balanced customer experience — one grounded in what buyers actually want to share, not what vendors assume they think.
It is the intellectual foundation for everything EvaluationsHub is built on: co-built health scores, visible follow-through, and the structural evidence that makes renewal conversations fact-based.
Why we built EvaluationsHub
The research showed a consistent blind spot
After 203 B2B buyer interviews, the pattern was clear: the tools vendors use to track customer health were built from the inside out. They measured what the vendor team did — not what the customer experienced or believed.
Existing platforms share the same flaw
Gainsight, Totango, ChurnZero — all powerful platforms. All built around internal signals: product usage, ticket volume, NPS pulses with single-digit response rates. None of them put the customer in the loop.
The buyer’s view is the missing variable
The renewal decision is made 4–6 months before the contract date — and it is almost always a relationship decision. The tools that capture that signal are the ones that ask the customer, involve them in recovery, and make the follow-through visible.
EvaluationsHub is the structural answer
Multi-source health scoring that captures all four quadrants. A branded customer portal. Recovery workflows co-owned by both sides. And a closed-loop rescore that proves the work moved the needle.
See the methodology in action.
The same research principles that shaped the book run every health score, every recovery workflow, and every customer portal on EvaluationsHub.