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SaaSletter - Mark Roberge at SaaStr Annual 2021
My notes and highlights from Mark Roberge's wildly popular session at SaaStr Annual 2021
My Notes on Mark Roberge at SaaStr Annual
He started with a great tactic of offering higher compensation on expansion sales than upfront sales:
The talk (again watch here) also gets deeper into how this comp plan is REALLY well aligned with true customer success and a 1st rate onboarding.
In an environment where NRR is very predictive of your valuation (see BVP / Gainsight correlation analysis below), finding specific tactics like Mark's to drive NRR metrics are very powerful:
Absolutely love this question to test your moat:
I am biased though - I asked a similar question in my talk at the 2019 APPEALIE SaaS Conference:
Since 5 rockstar engineers getting backed by Sequoia is far more likely than a Lemkin x Kalanick partnership, go with Mark Roberge's framing.
The presentation's section on the "science of scaling" is excellent.
I find this Roberge framework to be a powerful advancement in terms of defining product-market-fit beyond the Sean Ellis framework of "you have PMF if 40% of your customers surveyed would be 'very disappointed' if your business disappeared."
More case-specific + customizable
Better accounts for the reality of many competing SaaS alternatives available today - the Ellis "disappearing" framework made more sense in the early 2010s and less so in a world where every G2 category has 20+ players.
To be honest, a question about a business disappearing strikes me as odd. I can quickly get + answer your AskNicely-type NPS satisfaction questions when I am in your app...but I might skip answering about you disappearing (especially if I were a "regular" customer, not a SaaStr attendee type).
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