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SaaS and Enterprise Tech
Helping SaaS enterprises assess market attractiveness, how to differentiate vs. competition, ensure stickiness of revenue and to scale in line with growth ambitions
What we do
- Who are the customers for the SaaS / Enterprise Tech product?
- What are the use cases that the product addresses across different verticals / customer types?
- What are the key purchase criteria for the SaaS / Enterprise Tech product and how do they differ across businesses depending on their size and vertical?
- What are the offerings customers are aware of and currently using? What are the ‘must have’ vs. ‘nice to have’ features in the product offerings?
- Preference for integrated vs point solutions and horizontal vs. vertical solutions? What are the primary reasons to adopt the product?
- What is the stickiness of the solution in terms of criticality to business and switching costs?
- Are there any offerings not available to customers? Is the opportunity significant?
- How to understand emerging needs and deepen relevance to personalize the company’s product?
- What is the bottom-up / top-down market size across different product categories in SaaS and Enterprise Tech?
- What is the company’s TAM (Total Addressable Market), SAM (Serviceable Addressable Market) and SOM (Serviceable Obtainable Market)? What is excluded in SAM and SOM?
- How fast are various niches in terms of verticals / customer types / use cases growing in SaaS and Enterprise Tech?
- What is the possible market share the company can achieve in various niches?
- How is the market potential split across different geos / customer segments / channels etc.?
- What is the expected growth trend in product penetration across verticals / geographies / customer types?
- What are the expected ARPA growth trends across verticals, geos / customer types?
- What is the typical purchase process and customer journey across different product categories / customer type?
- Who are the key decision makers or influencers in the product purchase journey across product categories / customer types?
- What are the main touch points in customer journey across different product categories?
- What is the role of the sales and marketing and customer support team in each stage of the customer purchase and product usage journey?
- How is the service support experience with the product’s Customer Success team?
- How does the company fare in customer success metrics such as Average Ticket Resolution Time and Average Ticket First Response Time vs. competitors?
- What are the specific pain points and areas for improvement at different touch points?
- How is customer happiness across different touch points of the customer journey?
- Which competitors are in the client’s consideration set? What is the overall perception of own product vis-à-vis competition?
- How does the company’s feature set compare with other competitors in the space?
- How does the company’s offering stand against its peers in SaaS and Enterprise Tech in terms of key purchase criteria like performance, user interface, TCO, customer support, integrations etc?
- What can be a potential differentiator for the company’s product in the space?
- How does the product fare in key SaaS parameters such as % ARR growth, Logo retention, Dollar Revenue Retention, LTV / CAC, Sales efficiency, Revenue / FTE, Capital efficiency, etc. compared to industry peers?
- How does the company fare in customer success metrics such as Average Ticket Resolution Time and Average Ticket First Response Time vs. competitors?
- What are the reasons for preference of the company’s product over others?
- What is the company’s perception with customers and non-customers in the space?
- How do customers rate the ‘sales and service’ experience?
- What are the key pain points or improvement areas across product categories?
- What is the level of stickiness across product categories?
- What are the possible triggers that would make customers shift to a competitor?
- What are the key elements to provide a comprehensive user experience?
- Are existing customers referring the company’s product? What is the viral coefficient?
- How can the company use ‘Voice of Customer’ for product improvement and improved customer satisfaction?
- How likely will the customer promote the respective company’s product?
- How does the NPS vary across regions and product(s)?
- How does the product’s NPS compare with key competitors?
- What is the product’s Customer Happiness Score? What is the existing correlation with the NPS?
- What are the key reasons for a customer to be a promoter / detractor?
- Are customers using new features in the product? What is the adoption rate?
- What is the level of stickiness across product categories?
- What are the possible negative triggers that may make customers shift to another company’s product?
- What are the technical strengths, shortcomings, and risks of the technology platform which affecting NPS?
- Is the product contributing to the intended outcomes for target clients?
- How does the product fare on SaaS metrics such as MRR growth, Logo and Revenue Retention Rate, ARPA growth by product categories / customer type and cohort?
- What is the split of inbound vs. outbound leads in the company’s current traffic?
- What is the company’s ARPA (Average Revenue per Account)? What is the growth rate?
- Does the company’s product have any feature which gives it a sustainable competitive advantage?
- Do the outcomes / output of the product represent value for money for new clients? What is RoI of the product for the clients?
- What are the emerging market trends in SaaS and Enterprise Tech?
- What are some global trends that are expected to take place in India in SaaS and Enterprise Tech in the near future?
- How can players be future-ready for the new SaaS landscape?
- What are the most adopted business models in SaaS and Enterprise Tech?
- How does one classify trends from fads in SaaS and Enterprise Tech?
- Is there a way / method to pick up trends before they become mainstream?
- How does the target fare against competition across key operational and financial metrics?
- Is the product’s source code intellectual property?
- Is the source code characterized by good readability, transparency, stability and trustworthiness?
- What is the CAC and LTV of target? Are they above / below industry standards?
- How core is the product to the customer’s business /operations? What are the alternatives available to the customers?
- Is the team technically competent to drive growth? What is their track record?
- How robust is the sales engine and talent hiring model of the firm? Is it able to grow its team at the required rate? Is it able to retain talent?
- In how much time can the target achieve scale in their business?
- What are the customer requirements which the company’s product serve?
- How does the product fare on key metrics such as monthly churn rate, annual churn rate etc?
- How much of the churn is due to controllable vs. uncontrollable factors?
- What is the customer re-activation rate? Do some customers return after they have churned out?
- What is the product’s Customer Health Score and Customer Engagement score?
- Is the product facing involuntary churn (subscription getting terminated without a customer’s awareness)?
- What is the current customer churn rate and how does it compare with industry standards?
- Is the pricing model (fixed license, freemium, per user etc.) aligned with the value customers realize from the product?
Customer needs assessment
- Who are the customers for the SaaS / Enterprise Tech product?
- What are the use cases that the product addresses across different verticals / customer types?
- What are the key purchase criteria for the SaaS / Enterprise Tech product and how do they differ across businesses depending on their size and vertical?
- What are the offerings customers are aware of and currently using? What are the ‘must have’ vs. ‘nice to have’ features in the product offerings?
- Preference for integrated vs point solutions and horizontal vs. vertical solutions? What are the primary reasons to adopt the product?
- What is the stickiness of the solution in terms of criticality to business and switching costs?
- Are there any offerings not available to customers? Is the opportunity significant?
- How to understand emerging needs and deepen relevance to personalize the company’s product?
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