Topic | "customer on-boarding"

Should Customer Success Managers carry Quota ?

By Subraya Mallya

As companies continue to figure out the true role of a Customer Success Manager(CSM), various aspects of the job keeping coming up for debate. As such the Customer Success Manager job is an overarching role that touches various functions such as sales, on-boarding, implementation, training, support, product while continuing to be the single point of […]

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Early Adopters and the value they bring to your product

By Subraya Mallya

All products need validation before they are built to ascertain the real problem they solve. They need early supporters/evangelists, after they are built, to prove their worth in the marketplace and to cross the proverbial chasm. Getting people to try your product is tough but let us assume you were lucky and found some early adopters through some hustle and/or network. How should you […]

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Have you mapped your Customer Success Journey yet?

By Subraya Mallya

We have all heard and know about Buyer’s Journey. The process they go through from the time a technology need arises, all the way through the decision process, involving inputs from all the stakeholders, till they make  a purchase. While that journey has been analyzed and optimized and then some,  I don’t think SaaS companies […]

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Are you selling an Oven or a Cake?

By Subraya Mallya

An oven, no matter how good it is can just be a shiny object. Its value is realized only based on the cake that comes out of that oven. The cake in turn is dependent on the recipe, the ingredients you use and how you cook the cake. A cake bought from a bakery, on […]

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Key SaaS Metrics

By Subraya Mallya

As SaaS model firmly establishes itself as the go-to software delivery model, the metrics that companies need to track or manage their business to are different. Based on the sales model, user acquisition, pricing, revenue model, profit margins new metrics have become critical. If you are a SaaS business, here are few that you have […]

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SaaS Buyer’s Guide – Choosing the Right Vendor

By Subraya Mallya

As SaaS model becomes more mature and moves beyond Sales Automation into the more involved functional domains of Human Resources Management, Project Management, Supply Chain and Financial Analysis,  IT executives in companies now have to define the right process to procure SaaS offerings. While it is still a software that you are buying, the dynamics […]

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