Playbooks, research,
and the book.
Research-backed materials for CS leaders — from the team that built EvaluationsHub on top of 203 B2B buyer interviews.
The published book behind EvaluationsHub.
Bert Paesbrugghe — Associate Professor at IESÉG School of Management, Paris — spent two years researching what B2B customers actually want from their vendor relationships. What makes them stay, what makes them leave quietly, and what the relationship signal looks like six months before the renewal decision.
The Buyer’s Balance is the published result. It is also the methodology EvaluationsHub is built on: multi-source scoring, structured stakeholder coverage, closed-loop recovery, and renewal predictability grounded in academic research.
Free playbooks for B2B CS leaders.
Why your customer health score is wrong
Most B2B health scores miss the one input that predicts churn. The four sources that matter, and how to weight them.
Health scoring · 8 min read →The single-digit NPS problem
When 6% of customers respond to your survey, you have noise, not data. Four design choices that change response rates.
Customer voice · 7 min read →Beyond the QBR
Three hours of prep, twenty minutes of slides, zero follow-through. The structured alternative.
QBRs · 9 min read →The 4 sources of B2B account health
Internal × external. Quantitative × qualitative. A complete health model captures all four.
Frameworks · 10 min read →When a customer goes quiet
Silence is a signal. The four-stage recovery framework: trigger, diagnose, co-own, rescore.
Churn prevention · 8 min read →All 10 playbooks →
Multi-source scoring, churn prevention, multi-stakeholder reviews, closed-loop metrics, Salesforce patterns, and the renewal research.
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