SaaS product means “scale”. MailChimp, SalesForce, Dropbox or Adobe — all huge because of their scale.
The thing is: that’s what we conclude because they come from the past. SalesForce or MailChimp were trailblazers.
Without getting into the debate of who came up with the first SaaS, it’s easy to infer they were among the first.
But scale is not always the answer. Customer love is not necessarily scalable.
It’s not until it starts becoming. MailChimp, in the early days, set up a toll-free number so that people can call and tell them what features they lacked.
Today, it’s already a standard — with Drift, Intercom, HelpScout, etc. in the (usually) bottom right corner of every website.
Why wouldn’t this, reaching out with a hand towards your customers, count as an edge in front of your competitors? Because they’re already doing it, most likely.
The magic is in what’s unscalable now — the magic is in putting in the work in the unscalable so that you widen the gap between yourself and your competitor.
More here: How to do the right things that don’t scale.
About Ch Daniel
I’ve updated this signature in July 2020, so older mentions of the signature might not make sense.
I currently don’t write on this blog anymore. I wrote daily for 9 months on this very blog, but now I’m focused on building the CH Group.
If you want to follow my newer articles, check out the CH Group’s blog.
See everything I do here: Chdaniel.com
