SaaS and Enterprise Tech

Helping SaaS businesses assess market attractiveness, differentiate from competitors, ensure revenue stickiness, and scale in line with their growth ambitions.

Capabilities

What we do

10 capabilities

Capability

Market trends analysis

Questions we answer

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?

Capability

Customer needs assessment

Questions we answer

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?

Capability

Market potential assessment

Questions we answer

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?

Capability

Customer journey mapping

Questions we answer

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?

Capability

Product benchmarking

Questions we answer

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?

Capability

Voice of customers

Questions we answer

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?

Capability

Customer NPS diagnostic

Questions we answer

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?

Capability

Target screening and diligence

Questions we answer

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?

Capability

Churn drivers assessment

Questions we answer

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?

Capability

Deep product evaluation

Questions we answer

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?

Related Case Studies

View all

SaaS and Enterprise TechApr 14, 2021

Concept validation of Human Resource Management System for corporates to meet their existing needs

Objective

A product development firm wanted to conduct a deep need-gap analysis to understand the pain points and purchase preferences that are not addressed by a current SaaS/Enterprise Tech product

Methodology

Conducted in-depth consumer interviews (N=50) across 5 cities for establishing different customer segments and identifying their pain points and purchase preferences
Conducted quantitative survey (N=200) across 5 cities to understand customer pain points and product features that customers deemed necessary
Conducted A/B tests for the beta version of the product (N=50) across 5 cities for the established customer segments on a one-on-one basis or in a focus group setting to receive feedback on the product

Impact / Outcome

Client could clearly identify the key purchase criteria for corporates in an HRMS
Client was able to understand user preferences on various product attributes thus feeding into a quality product design

SaaS and Enterprise TechApr 14, 2021

Detailing the customer and supplier journey for a vertical-specific SaaS company in logistics

Objective

A vertical-specific SaaS company wanted to gain a deep understanding of the journey of platform stakeholders and understand the touchpoints to create value in the current product

Methodology

Conducted in-depth consumer interviews (N=40) across 8 sub-segments of the logistics industry for establishing different customer personas and outlining of their journeys
Conducted in-depth competitor interviews (N=12) across existing players to understand the value proposition and target segments of these players
Mapped detailed journeys for stakeholders based on user requirement, touchpoints and additional value which can be delivered

Impact / Outcome

Client could clearly identify the journeys of the target customer segments to make necessary adaptions based on nature of use
Client launched a more user-friendly and intuitive platform to deepen account relationships

Showing 1–2 of 5 case studies · Page 1 of 3

Connect with our experts

Leadership profiles coming soon.