All insights articles
Discover new, innovative approaches for improving your company's performance and delivering an exceptional customer experience with these Insights.
Revenue Durability Is the New Multiple Expansion
Daniel GraingerAs multiple expansion becomes less reliable, conviction in revenue resilience becomes the differentiator.
Beyond Reference Checks: Customer Questions That Surface Real Risk
Daniel GraingerHere are the types of questions that separate surface-level reference checks from meaningful customer intelligence.
Predict a Successful Deal Close with These Customer Signals
Daniel GraingerIn increasingly competitive processes, the firms that win and outperform are those that understand customer dynamics at a higher resolution than the next bidder.
How AI is Redefining Due Diligence in Private Equity
Daniel GraingerToday a new force is reshaping how diligence is practiced: AI and advanced analytics.
Deal Dynamics: Higher Values, Lower Volumes, and What It Means for PE
Daniel GraingerFirms that adapt their diligence playbooks to these trends will be better positioned to win in 2026.
Why 2026 Will Be the Year B2B Companies Take Voice of the Customer Seriously
Tom TaberBetween shifting buyer expectations, rapid product expansion, and increased competition, companies need clearer insight into customers, here's how they get that
5 Private Equity Diligence Predictions for 2026
Daniel GraingerBased on current trends, we believe several key shifts are on the horizon for private equity diligence in 2026.
Customer Diligence Use Cases: Turning Insights into Growth
Daniel GraingerIf you want to get the most out of your diligence, consider these 5 ways you can use your findings.
Private Equity Diligence Trends (2025)
Daniel GraingerHere’s a quick breakdown of key trends that shaped private equity diligence in 2025.
How Specialized Firms Enable Private Equity Success
Daniel GraingerThe high stakes and timeframe of private equity deals require precision and experience, that’s why specialized firms have become indispensable partners.
The Evolution of Private Equity Customer Intelligence
Daniel GraingerIn today’s high-competition, high-valuation environment, the new differentiator is something less visible, but more powerful: systematic customer intelligence.
The 4 Critical Customer Dynamics That Financial Models Miss
Daniel GraingerAfter hundreds of customer diligence engagements, we’ve seen the same blind spots in traditional models derail deal assumptions again and again, here they are.
The $25 Million Discovery Hidden in Plain Sight
Daniel GraingerThis is what customer diligence does best: uncover truths that protect value before the ink dries.
5 Red Flags in Customer Diligence Every Private Equity Investor Should Know
Daniel GraingerUncover the top red flags in customer diligence for private equity deals—churn, weak contracts, pricing pressure, and more.
6 Customer Insights Every Investor Should Understand
Daniel GraingerDiscover the 6 critical areas of customer diligence PE firms must assess—from loyalty to pricing—to uncover risks and validate growth potential.
Customers in the Value Creation Playbook: Why Private Equity Needs Customer Diligence
Daniel GraingerDiscover why customer diligence is becoming the cornerstone of private equity value creation and how it drives smarter, faster investment decisions.
Inside Customer Diligence: The 4 Questions That Matter Most in PE Deals
Daniel GraingerBefore your next deal, be sure you look at these 4 areas that private equity firms often overlook in diligence.
Making Customer Intelligence Your Competitive Advantage
Tom TaberDiscover 5 practical steps to turn customer insights into a true competitive edge.
What Best Practice Customer Diligence Looks Like
Daniel GraingerLearn how leading PE firms use customer research to reduce risk, uncover growth opportunities, and gain a competitive edge.
Why Surveys Fail: The Case for In-Depth Customer Interviews
Tom TaberSurveys miss the “why” behind customer behavior. Learn why in-depth customer interviews deliver deeper insights for private equity decisions.
Why Voice of Customer Research Matters More Than Ever in Private Equity
Daniel GraingerDiscover why customer diligence is essential to derisk transactions, validate revenue, and uncover hidden growth opportunities in today’s competitive PE world.
Private Equity Firms Can’t Afford to Skip Customer Diligence
Daniel GraingerThe reality is, skipping customer diligence isn’t just a missed opportunity—it can be a costly mistake.
It’s Time to Rethink Due Diligence
Daniel GraingerPrivate equity due diligence trends are changing. Here's what to expect as upcoming diligence changes and how you can outpace them.
Why Commercial Diligence Misses the Mark - And What To Do Instead
Daniel GraingerCommercial diligence falls short. It offers a macro view, but completely glosses over the critical realities that determine enterprise value.
3 Proven Factors that Win Over Customers
Tom TaberAfter interviewing in more than 42 countries, we've found 3 success factors that win customers and stand out as universally applicable to nearly any business...
Want to Really Measure Customer Experience? Here’s a better alternative to NPS ...
Tom TaberYou’re probably familiar with the “gold standard” of measuring customer loyalty, Net Promoter Score (NPS), right? Well NPS isn't cutting it now, here's why.
NPS: No Longer the Best Measure of Customer Experience
Tom TaberYears have passed and flaws have surfaced that undermine the strength of NPS.
Customer Insights From 2021
Tom TaberAs a firm whose role is assessing customers’ opinions for the organizations we serve, 2021 was an enlightening year. See our illuminating discoveries...
Is Now a Good Time to Survey Your Customers?
Tom TaberYou bet. In fact, it's an ideal time! Here’s why….
Supplier Rank: The Most Revealing Customer Experience Measure For Your Company
Tom TaberWe’ve tested every known measure to assess customer experience, and it’s time your organization considers a new, more revealing measure: Supplier Rank.
What Is a Voice of the Customer Study?
Tom TaberWhat is a Voice of the Customer Study or Engagement? We'll share the quick answer and how you can get started with one in this article.
Five Questions You Must Ask in Your Customer Surveys
Tom TaberAre you asking these 5 questions that provide a clear picture of how your company is performing and where there is opportunity for improvement and market share?
Unlocking Unforgettable Customer Experiences: Five Game-Changing Factors
Tom TaberWhat truly sets businesses apart is exceeding expectations & consistently delivering first-class experience. Here's 5 ways to unlock this for your business too.
Proven Ways to Maximize Your Customer Feedback
Tom TaberHow can you maximize the customer feedback you receive? Here are 5 tried-and-true tips for getting the most impact from a VOC customer survey.
