Five new customer chiefs; three answers to who owns renewals
Commvault, Darktrace, Horizon3, Ivanti and Noma named a chief customer officer in 20 days. Three releases say who owns renewals; two do not.
Monday to Saturday, a short note reads one real decision in a B2B commercial organisation through one of six lenses. On Sunday, Kihon Labs Weekly reads the six together in one email.
Commvault, Darktrace, Horizon3, Ivanti and Noma named a chief customer officer in 20 days. Three releases say who owns renewals; two do not.
On 3 February 2026 his company published the seventh edition of its State of Sales report. It surveyed 4,050 sales professionals in 22 countries in August and September 2025.
A commercial decision has one date; carrying it to the customer took six months at Okta, eight at Pegasystems and 6.2 for a new account executive.
On 22 June 2026 the Bridge Group published the tenth edition of its account-executive study. 158 B2B companies answered. A new account executive now needs 6.2 months on average to reach full productivity, the longest the study has measured since 2006.
Pegasystems set a 15% ACV growth plan on 10 February. By October it saw no path above 10%, named go-to-market execution and moved leaders nearer clients.
Okta combined the Auth0 and Okta sales teams on 1 February 2022. In August it named confusion over which product to lead with; attrition passed 20%.
HubSpot cuts nearly 660 roles, about 7% of staff; product teams will be built around four customer outcomes, not Hubs. Charges: $65 million to $75 million.
Six agent hours for every human hour. The humans got 20% more meetings. From Anthropic's own report on its workforce, I read this through the hidden-cost lens.
Shopify, Porsche, BMW and Ingka published the number a decision made on day one. The number their customer-facing people produced afterwards is missing.
A survey of 700+ UK call-centre agents finds 81% under constant recording, usually with AI sentiment scoring. Union reps say it can move pay by up to 40%.
Ingka, the largest IKEA retailer, retrained 8,500 call-centre staff as design advisers. Its chatbot saved nearly €13 million; remote sales, €1.3 billion.
BMW announced direct sales for both brands in October 2023. MINI runs the model in 24 European markets; the larger BMW brand starts in mid-2027.
Name and work email; company and role are optional. The Sunday issue, and nothing else from this address.
Each day takes one lens and one story from the week’s news. The lenses are ISEOR’s; the reading of the commercial organisation is Kihon’s.
Where senior time goes, and what it displaces.
Who does what, and the handoffs between them.
Communication, coordination and cooperation: what one team learns and the next never receives.
Whether the strategy reaches the working week.
Whether people were taught the job as it is now.
The tools, the load and the setting the work is done in.
The six read together: what they add up to and what they still do not show. This is the issue that arrives by email.
The published record the lenses come from, and the research Kihon is doing.
Read the research →The five steps, and the six lenses the notes read through.
Read the framework →Where the lenses are run on your own company: the Diagnosis, two months, every fee published.
Compare services →Thirty minutes on what is happening in your own commercial organisation. You bring the symptom; the call names where to look.