Priya Nair

I ran customer success for a B2B SaaS company for four years before moving into independent reviewing, so I approach CRM and sales tools from the side of the person who has to live in them eight hours a day, not the executive who bought them. The questions I care about: does the contact timeline actually help you remember a conversation from three months ago, does the email sequencing degrade deliverability over time, and — critically — what does the off-boarding process look like when you decide to leave. Dark-pattern cancellation flows are an automatic fail in my rubric. I cover CRM platforms, marketing automation, sales tooling, and customer success software.