Development and Delivery Optimization

In B2B SaaS, what you build is only as good as your ability to get the product into customers hands in a predictable way. Many B2B SaaS products have many layers of complexity. Beyond the UI of the product lies a small mountain of configuration, integrations, and technical services that each have their own nuances per customer.

It's critical to enable your teams to have the right focus between building the core product and activating the product for each customer.

• Increased customer satisfaction: 
  Giving customers what they bought in a predictable way improves retention rates and generates strong word-of-mouth referrals‍

• Faster speed-to-value for your customers:
  Greater focus means reduced cross-team dependencies, higher quality delivery for launches, and faster issue management for any issues that might occur after. You and your customer will call launches "done" sooner and with higher confidence.

• Increased revenue: 
  More predictable delivery lets you do more implementations with your current staff, meaning better sales pipeline management, more active customers, and greater ARR per year.
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• More frequent enhancements to the implementation process, leading to greater predictability for time-to-implement: 
  A team that owns its processes—and takes responsibility for improving its metrics—has the greatest incentive to improve, best information on what can be better and how, and the fastest feedback loop to evaluate the success of its changes.

• Work with development and delivery leaders and key team members to map current state development and delivery workflows
• Assess technical capacity allocated towards product development versus implementation delivery
• Set capacity goals for development and delivery workflows
• Determine a method for tracking and inspecting capacity
• Set expectations how development and delivery will drive improvements to their respective operations

Assumptions:

• Average Contract Value: $20,000 AAR
• Forecasted new customer acquisition in the next 12 months: 5
• Current customers: 20

Benefits: $120,000

• Net-gain in new customer implementations: +2 additional customers (40%)
• Reduced churn risk from improved customer satisfaction at launch: 20% per year
• Increased revenue: $40,000
• Customer churn avoided: $80,000