SaaS Tattler Issue 35

November 14, 2014 Pam McBride

Top SaaS Insights:

SaaS Growth

“At some point, you’re going to be selling a big-ticket item. Stuff that is more expensive is harder to sell. People won’t convert in the same way. But you’ve still got to sell. Here’s how it’s done.” You’ll learn how to persuade customers to convert to a high-priced SaaS product from this post.

Customer Experience/Relationships/Success

Cliff Cate, VP of Customer Success at ToutApp provides 12 tips for how sales and customer success can work together – and it’s important that they are aligned because the bottom line is you can close new deals quicker! “An alternative title for my presentation would be Sales + CSM = Happiness & $$$”

“The modern SaaS startup asks marketing to fill the top of the funnel, sales to qualify and close leads, and customer success to retain customers. Conceptually, this trinity works in unison to grow a business rapidly. But sometimes, SaaS companies struggle with this model, particularly when churn rates increase in a business.” Which is why your SaaS startup needs a VP of Customer Success sooner than you might think.

“Customer Success Management is an incomplete approach to the overall Customer Experience (CX), and one shouldn’t make the mistake of confusing the two. CSM can be a key part of CX, but it’s definitely not CX.” It’s important to understand the difference – Customer Success is not Customer Experience.

Make Customer Success Your #1 Metric! “For a Customer Success approach to succeed, it must be more than a slogan or a self-contained program: It must be intrinsic to the company culture, and reflected in the company’s org chart, executive compensation plan, and the performance goals of every employee.”

Super SaaS Fundings:

Which investor has made the largest number of investments in North America? Check the Investor Leaderboard from CrunchBase to find out.

Showpad – Sales acceleration platform raised $8.5M in Series B funding

Evernote – A suite of software and services to help users capture, organize, and find information across multiple platforms raised $20M in Series E funding

Revel Systems – iPad point of sale solution for restaurant and retail establishments raised $100M in Series C funding

Course Hero – A digital learning platform facilitating educational resources, study documents, tutors and online courses raised $15M in Series A funding

Modern Medicine – An electronic medical system with a library of built-in medical content raised $15M in Series D funding

Newest SaaS Services:

500 Startups Batch 11 – the list of 30 companies in the latest accelerator. One great stat: 37% of the companies have at least one woman on the founding team. And curated this week on Product Hunttools to help you manage your money and tools for salespeople.

BetaList

Growthority – Growth Hacking for all businesses

Compass – Get regular, one-to-one business advice from successful entrepreneurs

TideKit – The first development platform to create mobile, web & desktop apps

Product Hunt

Interbot – Get work done right from you chat app

Dear Inbox – Turns your email into a handwritten greeting card

Mondovo – All-in-One Digital Marketing Dashboard

An Infographic of Interest:

 SaaS

Other Great Weekend Reads:

“The journey to getting someone to give you that first dollar is actually what drives product development which starts by understanding and evangelizing the pain you are targeting.” But some people don’t act on their pain – they accept things the way they are. So you need to get their attention by demoing to sell.

Here is a straightforward guide to the bumpy process of iterating products. “Once your working product hits the market, its life becomes a sequence of iterations based on getting the right answers to the right questions. Do customers like my product? What could I add to make them happier to pay more? Are we even on track for long-term profitability?”

“Leadership means owning a problem—as in, you’ll do whatever it takes to get to a solution or favorable outcome.” So if you are a leader you’ll want to visit this checklist of 9 yes/no statements in Owning it – Or, how to tell whether or not you’re leading

And in case you missed the latest from the Amity blog: Making the Business Case for Customer Success

Want something added to the SaaS 2.0 Tattler – let us know! And let us know your take on the SaaS 2.0 Tattler in general – we’d love your feedback.

Curated by the team at Amity using the outstanding tools provided by Product Hunt, BetaList and CrunchBase. We encourage sharing and subscribing!


SaaS Tattler - Customer Experience/Success w/ articles by @Kissmetrics, @ToutApp and more!
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