Silos, Targets, and SaaS

When customers invested in a perpetual license and needed to pay large sums up front, there was increased internal pressure (on the customer’s side) to ensure new software projects were successful.  But in the SaaS world, the economics are different.  Not only is there an easier out for the customer, but most GTM teams have not changed how their teams are organized nor how they are measured.

Pre “installation”, Customer Success is measured on implementation, per the scope of work, and profitability.  Post “installation”, the goals tend to be around response time and problem resolution.  Lastly, sales are looking at new logos, big opportunities, and quarterly signings / ARR.

Is someone in your organization waking up every day thinking about new use cases and expansion at your existing customers?  Are their growth targets for existing clients?  Farming is not a luxury for large organizations but a requirement for startups in the SaaS world.