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Content & Customer Success: The Anti-Hack
Growing a SaaS Co the New Old Fashioned Way
Scott SalkinCEO & Founder, Allbound
@scottsalkin@GoAllbound
My Last 18 Months:• Had an idea• Accepted into Acceleprise• Moved Family to SF• Moved back to AZ• Closed a $2M Company• Started SaaS Co. from Scratch• Raised $1.8M VC• Grew to $1M Revenue• Grew Team from 3 to 15• Set Foundation for Growth
Harper Quinn Salkin Jackson Owen Salkin
Oh Sh*t.
Building the Framework…
Product
Customer Success
ContentServices
Sales & Marketing
Product
Ongoing product innovation and problem
solving, testing and quality assurance, support and
maintenance tix.
Product Development
SaaS Architecture
Support and Maintenance
Custom Integrations
Customer Success
Ensure that customers have a world-class
experience with Allbound from their implementation to monthly engagements.
Onboarding and Configuration
Channel Strategy
User and Admin Training
Relationship Management
Content Services
Creation and delivery of strategic sales and
marketing assets to help customers increase value of platform, be stickier.
Packaged Deliverables
Content Mktg.
Training Content
Sales Content
Incentive Programs
Product Customer Success
Content Services
Building the Engine.
Blog, Social, SEO/PPC, Whitepaper,Guides, Ebooks, Videos, Kits, etc.
Best Practices, Tips, Webinars, Case Studies, Spec Sheets, Pricing, etc.
Demos, POC, Free Trials Estimates, Proposals, Discounts, Solutions, Negotiations, Finance, etc.
Contracts, Order Forms, MSA/EULA
Awareness
Consideration
Decision
Purchase
Nurturing and
Loyalty Loop
Conferences and Events, Guides, Best Practices, Surveys, Check-Ins, Tips, Videos, etc.Customer Success
SDR
SE
CSM
Customer SuccessThought LeadershipConference & EventsPartners& Affiliates
LeadGeneration
User Base MarketingSaaS and API
Building a Fan Base.
Inbound is Outbound.Allbound…always be moving.
Customer Success = Fast GrowthDeliver a world class experience from day zero.
Never Sell Alone.Partnerships and thought leadership attracts fans.
Announcing Our First Conference
Goal of 350-500 Attendees // Phoenix Convention Center
15-Sep 15-Oct 15-Nov 15-Dec2
16-Jan 16-Feb 16-Mar 16-Apr 16-May
16-Jun 16-Jul 16-Aug 16-Sep 16-Oct 16-Nov 16-Dec$0
$50,000
$100,000
$150,000
$200,000
$250,000
$300,000
24,2
19
29,1
05
32,1
63
37,7
18
48,4
59
57,7
55
71,1
34
92,9
51
112,
618
137,
951
154,
284
170,
617
186,
950
203,
866
220,
782
236,
100
6,500 5,600 2,600 4,1005,000
8,5009,000
13,250
13,250
15,50018,000
21,50025,000
32,250
37,50042,000
Software Service
Performance – MRR
