Share your thoughts on how leaders in SaaS-based company can shift the mindset on cross organization collaboration and leap from building a software product to delivering a world-class Service.
Not long ago, I shared with an experienced Product Management leader about my believe that SaaS-based software company is effectively developing and selling a Service, not a software product, and a company-wide mindset change is crucial.
When designing and developing (or transitioning to) SaaS-based software company. Things like level of SLA can be supported, time-to-failure, time-to-recover, speed to deploy, frequency of deployment, ease of maintenance, COGS, cost to run, etc., needs to be factored into product design.
Delivery of SLA compliance, solution adoption, I&O cost (initial onboarding cost and subsequent incremental cost), data security & privacy, audit compliance, customer satisfaction & retention, etc. should also be included as part of the service and pricing strategy. Ultimately, all these leads to recurring booking, revenue, SaaS GM, and EBIDTA.