Imagine a leadership meeting where the CEO begins by pulling up customer insights dashboards and walking through patterns. Not because a Customer Success leader is presenting, but because executives now expect to see this data in every meeting.
That is what happened at First Resonance.
"When I walked into our leadership meeting, I was surprised to see they pulled up BackEngine right away. They showed me reports and dashboards they look at in every single leadership meeting. I don't even need to advocate for these points, they immediately see them." — Evan Tomita, Head of Customer Success, First Resonance
This outcome did not happen by chance. It reflects a broader shift among high-performing SaaS companies: making customer insights so compelling and digestible that executives seek them out.
The Executive Attention Problem
Executives operate in an environment overloaded with information. The average leadership team does not need more data — it needs insights that can be absorbed quickly and acted upon.
Analysis across 150+ SaaS companies shows a clear trend: organizations where CEOs interact directly with customers on a weekly basis are more than twice as likely to outperform competitors.
Yet in many companies, senior leaders remain disconnected from the customer voice.
The 3-Minute Executive Briefing Formula
Leading CS organizations are solving this gap by using customer intelligence AI to deliver insights in short, business-focused formats:
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Top 5 Customer Insights Email: A bi-weekly message that can be read in under three minutes. It includes a one-line summary of the biggest trend, five highlights on risks and opportunities, representative quotes, and one clear recommendation.
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Customer Voice Playlist: A curated set of 30–60 second audio or video clips with customers describing their challenges or wins. Executives can consume these insights between meetings or during travel.
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Strategic Context Bridge: Feedback is explicitly connected to company priorities such as competitive positioning, growth, or expansion.
The Template That Works
Subject: Customer Intelligence Brief – [Date]
Big Picture: [One sentence summary of the most important trend]
Top 5 Insights: Risk Alert, Opportunity Signal, Competitive Intel, Product Insight, Success Story
Recommended Action: [One clear next step]
Customer Voice: [30-second clip or quote]
From Push to Pull
The most effective CS leaders remove barriers for executives. Insights are business-focused rather than technical, touchpoints are predictable, and recommendations are always included.
When this approach is adopted, customer insights stop being pushed and start being pulled. Executives proactively request them, share them with the board, and integrate them into strategic decision-making.
The result is a structural shift: customer feedback moves from ad hoc reporting to a system that drives board-level conversations and influences company priorities.
