Upselling Customers in the Early Years

One question I’ve received several times is regarding best practices for upselling customers. Interestingly, at Pardot, we didn’t employ any concerted efforts around upselling in the early years. All the focus was on acquiring new customers, and making them successful. In addition, at the time, product pricing was based on email volume and usage of certain features, making upselling difficult…

Notes on the ShopVisible Exit

Atlanta-based ShopVisible announced yesterday that they are being acquired by Epicor (public filings but privately held) in their press release Epicor to Acquire Industry Leading Cloud Digital Commerce and Order Management Solution Provider – ShopVisible. Epicor has 4,600 employees and is owned by private equity firm Apax Partners. ShopVisible is a specialized ecommerce Software-as-a-Service (SaaS) company…

Customer Success and Retention Software

We’ve all heard the old adage that it’s much more cost-effective to keep an existing customer than it is to sign a new customer. Well, there’s a relatively new class of Software-as-a-Service (SaaS) products known as customer success / customer retention software. This class of software is similar to marketing automation software (like Pardot) in…

Inventory of our Current Business Apps

Every year I like to take an inventory of the tools and products we use on a regular basis within our startups. Most products stay the same from year to year, but there are always a few new break-out products that catch on quickly. Here’s what we use day-to-day: General Google Apps – Gmail, Google Docs, and…

What Happens to Small SaaS Companies

Earlier this week I was talking to a venture capitalist about the Software-as-a-Service (SaaS) market. Halfway through our conversation we got to talking about what’s going to happen to all the successful (greater than $2 million recurring revenue) SaaS companies that are providing a service that isn’t venture backable (hard to see how the business…

Notes from the New Relic S-1 IPO Filing

Last week New Relic, an application performance company, published their S-1 IPO filing to go public. From a technical perspective, New Relic provides software developers insight into how every part of their web and mobile application performs, which is incredibly valuable. New Relic is part installed software (to gather the data) and part cloud-based software (to review…

Atlanta’s Contact At Once selling for $65 Million

Urvaksh broke the news last week that Atlanta’s Contact At Once is going to be bought for $65 million by LivePerson. Contact At Once (CAO) makes web-based chat software and tailors it to industries like car dealerships and apartment complexes. Online chat programs, like LivePerson, have been around for decades. CAO took a standard idea…