Topic | "Customer Success"

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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Evaluating a SaaS Subscription Billing Service

By Subraya Mallya

Selling Software-as-a-Service has created new challenges for companies around subscription billing, pricing and managing customer accounts. This has created a new category of software offerings called Subscription Billing. This post will outline the characteristics of a good subscription billing software.

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Securing and Maintaining Customer References

By Subraya Mallya

Customer References are the best way to get credibility for your product. While the eventual decision by the prospect might be more dependent on your value proposition and how painful of a problem the prospect has, references could push the deal past the goal post. Providing references that can vouch for the product has become […]

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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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Customer Success in SaaS

By Subraya Mallya

Customer Success has become the mantra for software companies in the SaaS space to create a profitable company. I recently did a presentation to group of leaders from the technology space around how Customer Success is changing the very fabric of a software company. Customer Success is not a new term used for the erstwhile […]

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Can I have a trial please…

By Subraya Mallya

This question was originally posted on Quora and I had responded. I am expanding on that answer in this post. As companies push firmly into a SaaS delivery model, providing ability to do a trial/evaluation has become table stakes. In the new world order of technology procurement, buyers are more educated and prefer to touch-and-feel […]

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