Why treating every customer the same hurts SaaS growth - with Christine Day
- E122
- 31:32
- May 18th 2026
Most SaaS companies say they understand the 80/20 principle.
Far fewer use it to make better decisions about Customer Success, retention and growth.
The result is predictable. Teams spread effort evenly across the customer base. High-value customers are often under-supported. Lower-value customers consume disproportionate time, attention and resource.
That might feel fair.
But it can quietly damage growth.
In this episode of Breakthrough SaaS Growth, we speak with Christine Day, growth strategist and founder of Results 2Day, about why treating every customer the same is a costly mistake.
We explore how SaaS leaders can use better customer segmentation, real customer data and sharper prioritisation to improve retention, expansion and post-sale growth.
We discuss:
- Why MRR and deal size alone can be misleading
- How to identify high-value customers using real data
- Why SaaS companies struggle to operationalise the 80/20 principle
- What leaders should stop doing immediately
- What to do with the "other 80%"
- How smarter prioritisation improves retention and expansion
This is a practical conversation for SaaS CEOs, CROs, CCOs and Customer Success leaders who want to focus resources where they create the greatest commercial value.
Connect with Christine on LinkedIn
Go to the Result2Day site for more details
Find out about Christine's book
Click here for more information on 80/20 Growth Strategy
Breakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The Jasons is for SaaS founders, CEOs and revenue leaders who want to keep and grow customers in the AI era.
Each week, Jason Noble and Jason Whitehead dig into what actually drives sustainable SaaS growth across customer success, product, onboarding, adoption, sales, marketing, pricing, finance and leadership.
Expect candid conversations, practical playbooks and board-level perspectives on AI, customer growth, data quality, trust, value realisation, renewals, expansion and customer experience.
You’ll hear from founders, investors, product leaders and revenue leaders who have built real results, not just slideware.
Formerly known as The Jasons Take On, the show has evolved to reflect a broader mission: helping SaaS companies break through silos, align around customer value and turn insight into commercial growth.
Subscribe and explore more at breakthroughsaasgrowth.com.