Transforming Professional Services to Accelerate Customer-Led Growth
The Agile Operator
by The Agile Operator
1w ago
In our post “Customer-Led Growth and Product-Led Growth: Friends or Foes?” we discuss how the emergence of Customer-Led Growth (CLG) as a leading strategy to fuel sustainable growth requires closely evaluating traditional roles and functions across the company. Some pundits believe that Professional Services (PS) no longer has a role in growth-oriented SaaS businesses since little value can be created with low-margin, non-recurring revenue. Others argue that Customer Success (CS) is becoming obsolete, as traditional CS is a caretaker – overhead that is only a luxury in the age of profitable ..read more
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The Role of Strategy in Business Planning: Creating Value and Vision for the Future
The Agile Operator
by The Agile Operator
2w ago
Strategy without tactics is the slowest route to victory. Tactics without strategy is the noise before defeat. Sun Tzu, The Art of War Most of us start a new year with some form of a plan with defined and measurable objectives that cover a fiscal period that aligns with a budget – a Business Plan. We developed a set of best practices for annual business planning and outlined a 12-month schedule for building that plan. Many companies lack a strategic plan to provide a superstructure for the annual plan. The concept of strategy can be an amorphous one. The lack of strategy is a popular accusat ..read more
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Unlocking SaaS Growth: Why Leadership Adaptability and Resilience Matter
The Agile Operator
by Jeff Lortz
3w ago
Ancient philosophers knew that the “only constant in life is change.” Leaders in our industry face unprecedented market challenges and many other obstacles to achieve our sustainable growth objectives. We need to not only be resilient in the face of these obstacles, but also build teams that can rapidly adapt to the dymanics of the market. The best leadership teams not only respond quickly, they “change before they have to” as famously advised by Jack Welch. This article is a follow-up to our post Unlocking the Power of High Performing Teams, which explores strategies for identifying and deve ..read more
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Customer Led Growth (CLG) and Product Led Growth (PLG): Friends or Foes?
The Agile Operator
by The Agile Operator
1M ago
At this point, everyone has either fully implemented, partially implemented, or at least strongly considered a Product Led Growth (PLG) or its cousin, Product Led Sales (PLS) strategy for their business. Successful implementation of a full PLG strategy (think Slack or Zoom) is difficult, and results have varied. With the shift in market focus toward profitable growth achieved through efficiency, the concept of Customer Led Growth (CLG) has gained popularity. While PLG focuses on acquiring and activating users through the product itself, CLG emphasizes delivering exceptional customer experienc ..read more
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The Future of Customer Retention: Leveraging AI for Predictive Churn Analytics
The Agile Operator
by The Agile Operator
1M ago
The Future of Customer Retention: Leveraging AI for Predictive Churn Analytics The Agile Operator The customer retention and growth game is rapidly changing. From tracking NPS scores and support ticket volume to leveraging NLP and LLMs to perform real-time sentiment analysis, the game is rapidly changing. In our recent post we looked at Data Driven Approaches to Improve Retention. In this article we deep dive in predictive churn analytics and look at how you can take your Customer Health Index (CHI) to the next level. The Customer Health Scorecard Over the years, Customer Success has evolved f ..read more
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Technical Debt and the Impact on SaaS Growth
The Agile Operator
by The Agile Operator
1M ago
Technical Debt and the Impact on SaaS Growth The Agile Operator A recent article in the Wall Street Journal warned of the impact of technical debt in deployed software’s impact on the US economy.  The article posits that technical debt, accumulating from outdated systems and quick fixes, poses significant security risks and stifles innovation.  An estimate suggests the cost to address technical debt in the US is estimated at $1.52 trillion, with broader impacts costing the U.S. $2.41 trillion annually. A company (potential customer) saddled with technical debt from previously deploye ..read more
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The Power of Cross-Functional Teams in Overcoming Organizational Silos
The Agile Operator
by The Agile Operator
1M ago
The Power of Cross-Functional Teams in Overcoming Organizational Silos The Agile Operator Most of us have seen firsthand the negative impacts that organizational silos can have. Silos tend to creep up naturally as companies scale. Departments and teams form their own cultures, processes, and goals. Without vigilant leadership, communication and collaboration breaks down. The symptoms become all too familiar – unnecessary overlap in work, lack of unity in strategy implementation, territorial behaviors, and in the worst cases, toxic office politics. Silos lead to inefficiency, stifle innovation ..read more
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How to Optimize SaaS R&D Spend
The Agile Operator
by The Agile Operator
1M ago
How to Optimize SaaS R&D Spend The Agile Operator In the new world of PEG (Profitable Efficient Growth) operators must ensure investment in product development is tuned to Optimize SaaS R&D Spend and maximize the contribution to the company’s strategic objectives. Investing in R&D is critical for fueling innovation and accelerating growth at SaaS companies. However, determining just the right level of R&D spending and effectively measuring its business impact can be challenging. This guide provides helpful strategic insights to optimize your R&D budget allocation and maxim ..read more
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How to Leverage AI and LLMs to Improve Sales Forecasting
The Agile Operator
by The Agile Operator
1M ago
How to Leverage AI and LLMs to Improve Sales Forecasting The Agile OperatorSales Forecasting Jeff Bezos says we should “focus on being directionally right rather than temporally precise.”  Unfortunately, I’ve never met a CEO who takes this view of the quarterly sales forecast. Many sales management jobs have been lost over the inability to forecast accurately. Studies show a staggering 45% of sales leaders lack confidence in their forecasts, struggling with ever-changing markets, complex buyer journeys, and mountains of data. Let’s examine how our new best friends, AI and LLMs, can help b ..read more
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Achieving Peak Performance: How to Build High-Performing Teams
The Agile Operator
by Jeff Lortz
1M ago
Achieving Peak Performance: How to Build High-Performing Teams Jeff Lortz Before my first day on the job with my first PE-backed company, the CEO mailed me a copy of The Advantage, by Patrick Lencioni.  I was familiar with the author and his more ubiquitous tome, The Five Dysfunctions of the Team. The investors had bought into the concept that “organizational health trumps everything else in the business,” and by association, their newly placed CEO was onboard. As a management team, we invested heavily in understanding and attempting to optimize the health of the executive team.  W ..read more
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