T probm *Building meaningful relationships with customers is hard / impossible for SaaS providers (meaningful relationships → loyal customers → profitable customers and organic growth) * Building meaningful relationships requires: 1. customer discovery, 2. customer research, 3. customer communication, 4. relationship management * The current tools available are complex, ineffective, not built for SaaS… there’s no one tool to do customer relationship management and messaging for SaaS providers. * (Even e-mail fails: generating targeted e-mail lists takes a lot of work, e- mail campaigns have terrible engagement because e-mail is out of context)