All posts by Varun Yadav

Varun looks after marketing at TaraSpan. He's an ardent fan of technology and its disruptive nature.
Jul 16

How can we define L1 L2 L3 support for SaaS companies

Tiered support for SaaS growth

  In my previous blog Why Support is the new Sales for SaaS companies I stressed upon the importance of the post-sales support for SaaS companies. How support can ensure growth, retention and high MRR (monthly recurring revenue). How it can disrupt the growth plan and why it should be the topic of boardroom discussions.    Do you believe in this theory? If you do I'm sure you must have pondered over whether you've the right support architecture in place, is there a seamless handshake between different levels ( Level 1, Level 2, Level 3), are SLAs clearly defined ...

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May 13

Why Support is the new Sales for SaaS companies

In the SaaS era, the application seller-customer relationship is different. The engagement cycle is seeing a paradigm shift. While the sales cycle length has gone down, the post sign-up support has become important than ever. Why? In the SaaS world order, the BIG PO isn't received in one-go, but many small POs are received monthly, quarterly. How you entertain your customer post sign-up, how well you support him, handhold him at each step builds your top-line. Customers now pay as they use the software. They pay when they like not just the software, but also the services. They pay when ...

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Apr 14

Before your product goes global, your customer support should go global

Global customer support

  If you're a cloud or a mobile app firm, it's absolutely true for you. Why? It’s simple. Intentionally or unintentionally product companies are acquiring global customers much earlier in their life-cycle. The reason could be anything from virality, ease of online customer acquisition, almost no implementation or on-boarding processes. The bottom line here is it's a good time for SaaS companies. But let me tell you, it's a difficult time too. Especially when you reach the office in the morning and see your mailbox flooded with support tickets from your global customers. Since you're not in their time zone, ...

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Mar 27

Six steps guide to select the best phone system for business

Guide to replace existing business phone system

Implementation of a phone system is a huge investment. We all know we have to be prudent while making a choice of a telephone system. IT managers are required to do a lot of comparison - feature-wise, price-wise before finalizing the one that makes sense. But what should be the starting point? How do you ascertain you have explored all options? A couple of weeks ago we did a webinar to address this concern. In the webinar, we enlisted a simple process that you need to follow when you're either overhauling an existing sytem or putting up a new telephony system in ...

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Mar 18

Technology says I will #SMAC you down

That's what I hear when I interact with it daily. My everyday interaction with technology has changed. Before I open a company's website, I search for its LinkedIn page. Before I open my laptop, I access all my applications on my smartphone. I don't use excel anymore for number crunching; the applications I use give me a customized dashboard. And I pay for my usage; I don't need to spend time managing these applications because everything is on cloud. The technology consumption, as I see it, is seeing a paradigm shift - the search journey, the buying cycle, the usage pattern everything ...

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Feb 19

5 Technologies that will matter to India

How big is the Indian market? Is it big enough to spur growth for my product? Do I need to explore it? Should it be a part of my international expansion plan? Numbers are big, but are they really big for us? That's the uncertainty global technology firms experience when they think about India. But this was something new for me. Being a witness to the growth here, I never doubted the potential of the market. However, when I came on board at TaraSpan, I realized this is a story worth telling, a story which has a big audience. I ...

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