30 SaaS Cold Email Hacks: Get a “YES” From Cold Email in 24 Hours (+ FREE Templates)
Table of Contents
Here is an audio summary of this blog post with all the key takeaways for busy readers:
Yo SaaS Hustlers!
Sick of drowning in a sea of ignored cold emails? Generic pitches getting you nowhere? If you’re nodding, listen up, ’cause your outreach game is about to change with these 30 saas cold email hacks + 10 free template..
I’ve been in your shoes.
Building SaaS, sweating to hit revenue targets, and watching emails vanish into the void.
But I didn’t just whine, I figured this sht out*. Cold emails that actually got FOUNDERS to open, read, and hit reply.
Here’s the deal: spray-and-pray outreach is dead.
You need targeted hacks and a killer value proposition to stand out. Think of me as your cheat code.
My experience ain’t from some textbook. It’s blood, sweat, and metrics from scaling a SaaS company.
I’ve got battle-tested templates, strategies built on psychology, and the real talk on what gets SaaS leaders to pay attention.
These 15 cold email hacks ain’t just tips, they’re your unfair advantage. They cut through the noise, build curiosity, and get those big fish meetings that change the game.
Why am I giving this away? Cause I believe in scrappy SaaS founders. I know what it’s like to hustle for every deal. This playbook is my way of leveling the playing field.
But wait, there’s more… let’s turn those opens into real deals. This ain’t about sending emails, it’s about forging business-changing connections.
You ready to ditch the generic and start filling your pipeline like a boss? Let’s get to it.
Let me know if you want me to break down any of the 15 hacks in detail!
Hack #1: The “We Have This in Common” Play (That Actually Works)
Generic name-dropping is lame. Real power lies in showing you’ve done your research. Here’s how to make that mutual connection count:
- Dig Deeper: Don’t be lazy – figure out the nature of the connection. Did they collaborate on a project? Debate a hot industry topic online? This shows you care.
- The “So What?” Factor: Don’t just say “X told me to reach out”. Highlight a specific insight from that connection: “Loved your piece with [connection] on AI lead gen. That point about [insight] got me thinking…”
- The Bold Gamble: Got a big-name connection? Sometimes dropping the name FIRST, then following up with the “why” can spark crazy curiosity. Risky, but can pay off.
Hack #2: Subject Lines That Don’t Suck
Your subject line is your make-or-break moment. Here’s how to win that click:
- Get Specific: Ditch vague crap like “Partnership idea”. Hit ’em with something like: “Hitting a wall with [their pain point]?”
- Hint at the Win: Subtly show there’s something in it for them. Ex: “Boosting your [desired outcome] – got thoughts?”
- Leverage the Competition: “Seeing results like [competitor they admire] doing [tactic]…” instantly builds credibility.
Hack #3: Open Strong, Show You Get Them
Forget the pleasantries, no one cares. Prove you understand their pain, then tease the solution:
- Stir the Pot: Lead with a problem they HATE: “Free trial conversions a nightmare?”
- Build Trust, Not Walls: “I know [pain point] is a beast…” shows you’re not here to judge, just to help.
- The “Taste Test”: Give a tiny preview of results: “Boosted [client]’s trial signups by X% in a month…”
Hack #4: Personalization Done Right (Not Creepy)
Look, being overly personal is a turnoff. Here’s how to tailor it smartly:
- Go Pro, Not Stalker: Their recent conference talk? Legit. Their dog’s birthday? Yikes.
- Tie It to Their World: Referencing their industry, a recent win, something relevant shows you pay attention.
- Timing is Key: Save the deep personalization for when they’re already interested in what you offer.
Hack #5: Forget the Demo Push, Do THIS
Asking for a meeting too soon is the kiss of death. Spark a convo first:
- The “Thoughts?” Invite: “…curious what you think about this” is low-pressure.
- Offer Value Upfront: “…got a quick tip on [problem], no strings attached” makes you helpful, not salesy.
- Get Them Talking: End with a question about their current challenges: “What’s your biggest [pain point] headache rn?”
Hack #6: The Follow-Up Formula That Actually Works
Persistence is key, but don’t be THAT annoying person. Here’s how to follow up without being a pest:
- The Timing Tweak: Don’t follow up the next day. Wait 3-4 days for your initial email to sink in.
- The “Fresh Angle” Approach: Don’t just say “checking in”. Add a new piece of value – a relevant article, a quick insight, etc.
- The “Giving Up” Gambit: This may sound counterintuitive, but a well-crafted “final attempt” email can spark action. Be polite, not pushy: “No worries if this isn’t the right time, but figured I’d give it one last shot…” FOMO can be a powerful motivator.
Hack #7: “Warm Up” Emails That Break the Ice
Sometimes, going in cold just doesn’t cut it. Pre-outreach warm-up tactics can boost open rates:
- The Subtle “Like”: Engage with their content on LinkedIn or Twitter a few days before emailing. Shows you’re on their radar.
- The “Industry Love” Tactic: Share their article, comment insightfully on their post – be genuine, not spammy.
- The Long Game: If time allows, provide value before asking for anything. Answer a question in their niche, engage in online discussions where they’re present.
Hack #8: The “Competitor Judo” Play
Leverage your competition to your advantage (this one’s bold, use wisely):
- The Calculated Diss: NOT trash-talking, but subtly highlighting a limitation of a competitor they likely use. “Love [competitor], but their [feature] can be clunky. We took a different approach…”
- The “Keeping Tabs” Angle: “Noticed you started using [competitor]. Curious to hear your early impressions…” Opens the door for comparison.
- The High-Risk, High Reward: Only attempt this if you’re TRULY confident your solution is superior. Directly offering yourself as the alternative takes guts.
Hack #9: Automate Intelligently (But Don’t Be a Robot)
Automation tools save time, but can kill personalization. Here’s the balance:
- The “Mad Libs” Template: Create a core email with blanks to fill in: [company name], [pain point], etc. Saves time, not authenticity.
- Data is Your Friend: Use tools to find company info, recent news, etc. to weave into your outreach.
- The Human Touch: Always proofread automated emails. Catch those awkward autofill fails that SCREAM bot.
Hack #10: The “No” That Opens Doors
Rejection sucks, but hear me out. Done right, a “no” can be a powerful tool:
- The “Why?” Dig: “Totally understand if now’s not the right time. Mind if I ask why, for future outreach?” This is invaluable intel.
- The “Leave an Impression” Move: Share something genuinely valuable related to their needs, even if they’re not buying. Builds long-term rapport.
- The Long Game Part 2: Stay on their radar subtly. Newsletter sign-up, non-intrusive LinkedIn engagement… you never know when the tide might turn.
Hack #11: The “Reverse Ask” That Flips the Script
Instead of always asking for their time, offer yours. This shows confidence and positions you as an expert:
- The Low-Commitment Offer: “Happy to hop on a 15-min call to discuss [their pain point], no strings attached…”
- The Resource Swap: “Have a template/checklist that helped us with [problem]. Could share it if it’s relevant to you…”
- The “Quick Feedback” Angle: “Got a new [landing page/feature/etc.] Would love your quick take if you’ve got 5 mins…”
Hack #12: Prove It (Social Proof Power-Up)
Don’t just TELL them you’re awesome, SHOW them:
- The Bite-Sized Case Study: One or two sentences highlighting a client win: “Helped [similar company] boost [metric] by [X%]…”
- The Testimonial Tactic: A powerful quote from a happy client is worth its weight in gold. (Use with permission, obviously)
- The “As Seen On” Flex: If you’ve been featured in reputable publications, subtly drop that in your signature line.
Hack #13: The Urgency Factor (Use Strategically)
FOMO (fear of missing out) is a real motivator. But don’t be cheesy about it:
- The Time-Limited Offer: “Special onboarding pricing for the next 5 signups…” creates a sense of scarcity.
- The “Early Bird” Bonus: “First-month free for those who jump on this week…” incentivizes quick action.
- The “Knowledge is Power” Urgency: Highlight an upcoming industry change they NEED to be prepared for. Your solution helps them get ahead of the curve.
Hack #14: Objections? Embrace Them
Potential partners WILL have objections. Anticipate and address them head-on:
- The FAQ Flip: Weave common objections and your answers into your email copy. “A lot of people ask about [objection] – here’s how we tackle it…”
- The Honesty Advantage: Don’t try to be perfect for everyone. “We’re not the best fit if [specific scenario] is your priority…” builds trust.
- The Trial Close: Overcoming objections is like mini-closing. “If we can address [objection], would you be open to trying a pilot project?”
Hack #15: Master the Handoff (From Email to Close)
Got them interested? Don’t fumble the next step:
- The Seamless Transition: Make booking a meeting ridiculously easy (Calendly link, etc.)
- The Prep Work: Send a pre-call agenda, so they know you value their time.
- The Follow-Through: Recap the call with key points and next steps ASAP. Shows professionalism and builds momentum.
Hack #16: The “Beyond the Sale” Mindset
Closing a deal isn’t the finish line, it’s the starting point. Think long-term for true SaaS success:
- The Onboarding Champion: Make their initial experience seamless. Over-deliver on support, provide proactive guidance.
- The “Check-In” That Matters: Don’t just check if things are working. Ask how their KPIs are improving, offer optimization ideas.
- The Value Addict: Regularly share relevant content, industry insights – position yourself as a continuous resource, not just a vendor.
Hack #17: Turn Customers into Evangelists
Happy customers are your most powerful marketing tool. Here’s how to unleash their potential:
- The Proactive Ask: Don’t be shy about requesting testimonials, case studies, or referrals when they’re seeing results.
- The “Spotlight” Feature: Highlight customer success stories on your blog, socials. Makes them feel valued, boosts your credibility.
- The Collaboration Opportunity: Invite high-profile clients to co-create content (webinars, etc.). Deepens the partnership, expands your reach.
Hack #18: The Art of the “Strategic Nudge”
Sometimes, even engaged leads need a reminder. Nudge them towards action without being pushy:
- The Milestone Marker: “Congrats on [achievement]! Curious if you’ve considered [next logical step where you can help]…”
- The “Feature Highlight” Nudge: New feature that directly addresses a past pain point? “Remember you mentioned struggling with [X]? We just launched [solution]…”
- The “Industry Shift” Alert: New regulation, competitor move, etc. “Saw [industry news]. Might impact your [area]. Have some thoughts if you want to chat…”
Hack #19: The Lost Lead Revival
Went cold? All is not lost. Re-engagement done right can revive stalled opportunities:
- The “Fresh Angle” Return: Don’t rehash the old pitch. Offer a new solution to an old problem, industry update, etc.
- The “Ownership” Approach: Own up to past misfires: “Dropping the ball on follow-up is on me. If it still makes sense, happy to reopen the convo…”
- The Long Game Pt. 3: If they’re truly dead, keep providing value from afar. A change in leadership, new priorities – could put you back in the picture.
Hack #20: Leverage Your Network for Warm Intros
Your existing partners can open doors you didn’t even know existed:
- The “Connector” Hunt: Identify clients in adjacent niches who COULD benefit from each other.
- The “Value-First” Intro: Don’t just ask for a favor. Position the intro as mutually beneficial to all parties.
- The “Pay It Forward” Loop: When one partner hooks you up, be ready to return the favor. Builds a strong, supportive network.
Hack #21: The “Freemium” Flip for High-Ticket Sales
Freemium is often seen as just a lead gen tool. But strategically, it can land big clients:
- The “Taste Test” Conversion: Prove your value with a limited-feature free option. Upsells become easier.
- The “Intel Mine” Advantage: Free users provide behavioral data. Helps personalize outreach for paid tiers.
- The “Foot in the Door” Tactic: Even if they don’t convert, they’re familiar with you = warmer lead if needs change.
Hack #22: Community as a Lead Magnet
Building a niche community is a powerful, long-term play:
- The “Expert Hub” Creation: Host webinars, AMAs, discussions centered around industry pain points. You become the authority.
- The Natural Nurturing: Community members get value upfront. Turns cold outreach into a warm conversation with a familiar face.
- The “Reverse Pitch” Platform: Let community members occasionally showcase THEIR solutions – you’ll spot potential partners organically.
Hack #23: The Power of “Thank You”
Gratitude is often overlooked in the sales hustle. Here’s why it matters:
- The Post-Rejection “Thank You”: Shows class, keeps you memorable. “Thanks for your time. If circumstances change…”
- The “Referral” Appreciation: Even if the referral doesn’t pan out, thank them profusely. Encourages them to do it again.
- The Handwritten Note (High Touch): For closing major deals, a handwritten thank you stands out in a digital world.
Hack #24: Get Creative with Video
Break through inbox monotony with personalized video outreach:
- The Loom Advantage: Quick screen recordings to explain a concept, demo a feature… more engaging than text.
- The “Talking Head” Icebreaker: Introduce yourself, be human, not just a faceless email address.
- The Hyper-Personalized Pitch: Reference their website, LinkedIn, etc. on screen. Shows you’ve done your homework.
Hack #25: “The Rejection Analysis” Power Hour
Lost deals are learning opportunities. Dedicate time to analyze WHY:
- The Pattern Finder: Are objections similar? Tweak your messaging to address them preemptively.
- The “Brutal Honesty” Session: Was your solution truly a fit? Refines your targeting for future outreach.
- The “Exit Interview” Attempt: Politely ask some “no” leads for 5 mins of feedback. Invaluable market intel.
Hack #26: The “Competitor Intel” Goldmine
Your competitors’ weaknesses can be your biggest opportunities:
- The “G2 Crowd” Deep Dive: Analyze competitor reviews on sites like G2. What do customers complain about? That’s your wedge.
- The “Dissatisfied Customer” Hunt: Monitor competitor social media for disgruntled users. Subtle outreach offering a solution can be highly effective.
- The “Alternative Angle” Pitch: Don’t directly trash-talk competitors. Highlight where you differ in a positive way. “We prioritize [value prop], unlike some solutions that…”
Hack #27: Embrace the “Micro-Influencer”
Big-name influencers are expensive. Micro-influencers in your niche can be just as impactful:
- The “Rising Star” Spotter: Identify up-and-comers with engaged audiences in your space, before they get too pricey.
- The “Value Swap” Partnership: Offer them exclusive use of a feature, content collaboration, etc. in exchange for promotion.
- The “Ego Boost” Outreach: Don’t just ask for favors. Genuinely engage with their content, show you’re a fan, then propose a win-win scenario.
Hack #28: The “A/B Test” Mindset
Cold email is NEVER one-and-done. Constant testing is how you achieve greatness:
- The Subject Line Showdown: A/B test two vastly different subject lines to see what gets more opens.
- The “CTA Switch-Up: Test different calls to action, even the small tweaks can make a big difference over time.
- The “Data is King” Obsession: Track open rates, response rates, click-throughs… Let the numbers guide your refinements.
Hack #29: Get Scrappy with Data Enrichment
Accurate contact info is the foundation of good outreach. Go beyond the basics:
- The “LinkedIn Sleuth” Routine: Job titles, company news, recent posts… all provide clues to tailor your pitch.
- The “Tech Stack” Hunter: Tools like BuiltWith can reveal what software a company uses, hinting at potential needs.
- “The Intent Signal” Search: Monitoring industry keywords on forums, Q&A sites can uncover leads actively looking for solutions.
Hack #30: The “It’s Not Over” Re-Engagement
Sometimes, timing truly is everything. Revive old leads strategically:
- The “Trigger Event” Re-Opener: Did they get funding? Hire a new exec? Launch a new product? This signals a potential need shift.
- The “Industry Shake-Up” Angle: New regulations, competitor drama… Position yourself as the solution to navigate change.
- The “Long Game Pt. 4”: Even if they still say no, a quarterly check-in with genuinely valuable content keeps you top of mind.
Grab my proven cold email templates that has generated me millions….
Template 1: The “Mutual Connection” Opener
Subject: Quick question about [shared connection’s insight on X]
Body: Hi [Prospect Name],
I noticed you and [Mutual Connection] recently discussed [specific topic] on [platform].
Your point about [insight] really resonated with me.
I’ve been working with companies like [similar company] to address [pain point related to the topic].
Would you have a few minutes to chat about how we might approach that at [Prospect’s Company]?
Thanks, [Your Name]
Template 2: The “Pain-to-Promise” Hook
Subject: Struggling with [common pain point]?
Body: Hi [Prospect Name],
Many SaaS companies in your space struggle to [specific pain point, e.g., convert free trials to paid].
I understand how frustrating that can be.
With [Client Name], we were able to boost their [metric] by [X%] in just [timeframe].
Would you be open to a quick 15-minute call to see if we could do something similar for you?
Best, [Your Name]
Template 3: The Competitor Judo Play (Use with Caution!)
Subject: [Competitor]’s [feature] holding you back?
Body: Hi [Prospect Name],
I know a lot of companies use [Competitor] for [task], but I’ve found their [limitation] can be a roadblock.
We take a different approach that emphasizes [your key differentiator].
Curious to get your thoughts on if this could be a better fit for [Prospect’s Company].
Would you have time for a quick chat?
Regards, [Your Name]
Template 4: The “Warm-Up” Gambit
Subject: Re: Your LinkedIn post on [topic]
Body: Hi [Prospect Name],
Really enjoyed your LinkedIn post about [specific insight from their post].
I’ve been helping companies in your niche with [relevant pain point].
We’ve got some strategies that align well with what you mentioned.
Would you be open to a quick call to discuss?
Cheers, [Your Name]
Notes: This works best AFTER you’ve pre-engaged with their content (like, comment). Shows genuine interest, not just cold outreach.
Template 5: The “Industry Love” Tactic
Subject: Congrats on [recent company achievement]!
Body: Hi [Prospect Name],
Saw the news about [company achievement – funding, award, etc.]. Big congrats to you and the team!
In my experience working with similar companies, I often see [pain point] become a focus right after this growth stage.
If that’s on your radar, I’d be happy to share some ideas – no strings attached.
Best, [Your Name]
Notes: This is non-salesy, positions you as an expert who understands their current challenges.
Template 6: The “Freemium Flip” Approach
Subject: Get started with [Feature] for free (limited time)
Body: Hi [Prospect Name],
Noticed you might be a good fit for our [Freemium Feature].
We’re giving early access for free to a select group to get feedback.
This could help with [benefit directly tied to the feature]. Interested in giving it a spin?
Would be great to get your thoughts!
Regards, [Your Name]
Notes: Only use this if your freemium is genuinely valuable, and you have a clear path to convert them to paid once they see the benefit.
Template 7: The “Quick Win” Offer
Subject: Free [resource type] to boost your [desired outcome]
Body: Hi [Prospect Name],
I know [pain point] is a constant battle for companies like yours.
I put together a quick [checklist/template/guide] that’s helped clients achieve [impressive result].
Happy to share if it’s useful, no strings attached.
Would you be interested?
Thanks, [Your Name]
Notes: The resource MUST be genuinely valuable. Builds trust before the ask.
Template 8: The “Strategic Nudge”
Subject: Saw [industry news] – might impact your [area]
Body: Hi [Prospect Name],
With the recent [industry change/regulation], I’ve been thinking about how that might impact companies like yours in terms of [specific area your product addresses].
We’ve been helping clients navigate this shift.
Would you have 10 minutes to chat about how to stay ahead of the curve?
Regards, [Your Name]
Notes: Timely, relevant, and positions you as a proactive problem-solver.
Template 9: The “Reverse Ask”
Subject: Could I get your advice on something?
Body: Hi [Prospect Name],
I’m working to improve our approach to [problem related to their expertise]. Given your experience in [their niche], I’d be incredibly grateful for a 15-minute chat to get your insights.
Would you be open to that?
Happy to return the favor any way I can!
Best, [Your Name]
Notes: Flattery works, but be genuine. Do your research on the prospect.
Template 10: The Social Proof Power-Up
Subject: Helped [similar company] achieve [X%] improvement…
Body: Hi [Prospect Name],
We recently worked with [similar company in their niche] and helped them boost [key metric] by [X%] through [brief strategy description].
I’d love to explore if we might be able to achieve something similar for [Prospect’s Company].
Would you have time for a quick call?
Thanks, [Your Name]
Notes: Quantifiable results are key. Make sure the company is non-competitive but still relevant to the prospect.
The Transformation
Mastering these advanced hacks is about more than just getting a response. It’s about building a SaaS growth machine fueled by strategic thinking, a focus on relationships, and the relentless refinement of your outreach process.
Conclusion and Key takeaway
Forget the BS. THIS is How You Win at Cold Email.
Look, generic cold outreach is a waste of everyone’s time. But the hacks we just dropped?
Those change the game.
This ain’t about tricks, it’s about ditching the ‘spray and pray’ and getting laser-focused.
Know your prospect’s pain inside and out.
Show them you GET them, then offer the solution.
Be the expert, not the sleazy salesperson.
Build those relationships, go above and beyond, and the long-term wins will roll in.
Key Takeaways (Read ‘Em or Regret It)
- Cold email ISN’T dead. Being lazy is. Get specific, get personal, get results.
- Prove your value BEFORE the ask. Help ’em out, then talk biz.
- This ain’t a one-off thing. Strong connections = your SaaS growing strong.
- Data is your BFF. Track that sh*t, see what works, do MORE of that.
Now, I Wanna Hear From YOU:
- Spill it – what hack are you pumped to try ASAP?
- Got a major cold email fail story? Share it, we’ve all been there…
- What’s your biggest outreach struggle rn? Maybe I can help…
These cold email hacks transformed my outreach results, and I’m ready to share the goods!
Want the exact templates I used to land those high-value meetings? Hit the comments and let me know.
If there’s enough interest, I’ll spill all the secrets in a follow-up post.
Drop a comment, let’s keep this real-world learning going.
FAQs about SaaS Cold Email Hacks
Q) What is the best subject line for cold emails?
A) There’s no one-size-fits-all perfect subject line. But here’s what works: Keep it short, specific, and hint at the value inside. Stats, questions, and targeting their pain points can boost open rates. (Keywords: best cold email subject lines, cold email subject line examples)
Q) How do I personalize cold emails without being creepy?
A) Focus on PROFESSIONAL personalization. Mention their recent article, company win, or industry trend they care about. Avoid overly personal details found via deep social media stalking. (Keywords: personalize cold emails, how to personalize sales emails)
Q) Is cold email still effective in 2024?
A) Absolutely! But generic, spammy blasts are dead. Targeted cold emails focused on building relationships and offering genuine value WILL cut through the noise. (Keywords: cold email in 2024, future of cold email)
Q) How long should a cold email be?
A) Aim for brevity! Busy founders want the ‘why’ upfront. A few concise paragraphs demonstrating your understanding of their challenges and hinting at your solution work best. Save the deep dive for after they’re interested. (Keywords: cold email length, how to write short cold emails)
Q) What are some common cold email mistakes?
A) Top mistakes include: focusing on yourself instead of their needs, overly pushy CTAs, not following up, and neglecting to track your results. (Keywords: cold email mistakes to avoid)
Q) How do I find the right person to email at a company?
A) LinkedIn is your best friend. Job titles, company news, and mutual connections are clues. Tools like Hunter.io can help find verified email addresses. (Keywords: how to find email addresses for sales, find decision maker’s email)
Q) How many times should I follow up on a cold email?
A) Persistence is key, but don’t be annoying. 3-4 follow-ups spaced a few days apart are good. Each follow-up should offer a new angle or piece of value. (Keywords: cold email follow up frequency, cold email follow up templates)
Q) Should I use templates for cold outreach?
A) Templates are a starting point, NOT a copy/paste solution. Personalize each email based on your research about the prospect and their company. (Keywords: cold email templates, free cold email templates)
Q) How do I make my cold emails stand out?
A) Ditch the humblebrags. Instead, offer a quick win: a relevant resource, helpful tip, or data insight. This positions you as an expert, not just another salesperson. (Keywords: best cold email tips, make cold emails convert)
Q) Should I include social proof in my cold emails?
A) Definitely! A concise client success story (“Helped [similar company] boost [metric] by X%”) or a powerful customer quote builds credibility fast. (Keywords: social proof in sales emails)
Q) What’s the best time to send cold emails?
A) There’s no universal ‘magic’ time. Experiment! Tuesdays, Wednesdays, and Thursdays are often suggested, but your niche might be different. Data is your guide. (Keywords: best day to send cold emails)
Q) How do I avoid the spam folder in cold outreach?
A) Warm up your email domain, personalize heavily, avoid overly salesy language, use reputable email tools, and keep your subject lines clean. (Keywords: how to not get marked as spam cold email)
Q) How do I measure the success of my cold emails?
A) Track open rates, response rates, click-throughs, and most importantly, booked meetings. Analyze what worked and what didn’t to refine your approach. (Keywords: cold email KPIs, cold email metrics)
Q) Are there alternatives to cold email?
A) Building a community, leveraging warm intros, and thoughtful content marketing can complement cold outreach. However, for direct targeting, well-crafted cold emails are still powerful.
Q) Should I hire a cold email expert?
A) If you lack the time or skills, outsourcing can be smart. Ensure they understand your niche and value a personalized, relationship-driven approach.