The Durable Growth Playbook emphasizes that SaaS companies must pivot from growth-at-all-costs to sustainable strategies centered on retention and expansion. It outlines six steps: avoid surprises by managing risk with health scorecards like DEAR; scale through digital tools to deliver personalized experiences; keep the customer at the center by aligning CS, Sales, and Product; go on offense by driving expansion with CSQLs and account planning; grow through customer-centric product roadmaps; and remain human-first by building authentic relationships. These strategies form a durable formula for long-term success, even in uncertain markets.

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