SaaS metrics cheat sheet

1. Open Your Discovery Aperture• Build a discovery framework that goes beyond meeting basic businessrequirements.

• Create a value framework that aligns your solution to both current and future customer needs.
• Tip: Take a jobs-to-be-done approach to put yourself in your customer’s shoes.

2. Stay Above the Discovery FoldFocus more time going beyond those basic requirements in two ways:

• Unexpected Individual Needs: Where do you help customers shine in their job?
• Unexpected Organizational Needs: Where do you drive real innovation? How will you meet a company’s future needs and/orpropel them ahead in the market?

3. Start With a Quiet Mind• Set aside 60 seconds prior to each customer call.

• Think about the customer’s point of view (POV).
• Be curious about THEIR priorities and challenges.

4. Be Authentic (Don’t Judge)• Start with the company’s priorities and challenges.

• Be open and patient - don’t judge.
• Be the student, not the teacher.

5. Don’t Solve or Sell

• There will be time to circle back at the end.
• Your only job is to listen and learn in discovery.
• Take note of a recommendation and hold onto it.

6. Embrace Silence• Don’t talk just to fill in space.

• Literally go on mute to build this muscle.
• Practice with colleagues, friends & family. Call them!

7. Go With Their Flow

• Support, don’t shift abruptly according to your plan.
• Don’t have a rigid agenda, give them space to think critically and openly.
• It’s a conversation, not a survey.
• Ask second level, clarifying questions.

8. Ask Disruptive Questions

• Challenge the status quo and prompt critical thinking about their needs.
• Have a hook which should be a common term (e.g. job description)that focuses the customer on the discovery topic.
• Have a twist using different words (e.g. if I was a fly on the wall) that help disarm the customer.
• Ask about their business, job and customer experience. Check out examples on the next page for your own use and inspiration!

9. Avoid Lists

• Avoid lists by asking for their biggest priority or top goal they must achieve.
• Make the customer prioritize their needs, problems and goals for you.
• Eliminating the guesswork on your end to effectively follow-up, recommend a solution, prepare a demo, etc.

10. Disruptive is Not Discomfort

• Remember, customer discomfort is not the end goal.
• The goal is to be radically authentic.
• Frame the questions from the customer’s perspective, rather than your own.
• Avoid triggering stress or anger with statements like ‘would you renew tomorrow’.
• Ask questions that showcase intellect, curiosity and care beyond their vendors.