3 ms·

What are some examples Of high touch SaaS (besides Salesforce)? And any that have successfully deployed both low touch and high touch?

charleyma 9y ago
Dropbox and Box employ a bit of a hybrid model. For SMBs, there's a self service model that's low touch but for enterprises, the sales + customer service is very high touch and requires a lot more customization. BI tools such as Periscope, Looker, Mode, Tableau, etc are also a bit of a hybrid. Usually starts off with an individual playing around or looking for a tool (pretty self service), but a full company deployment is much more hands on and high touch. Following the framework that Patrick provides, odds are that any company that has "sales engineering" or "integration engineering" for a SaaS will likely be high touch (unless they're doing it wrong =D)
curuinor 9y ago
High touch SaaS sees much... much.... much... less benefit from marketing. So many don't market themselves as often, or market in specialty places. Salesforce isn't even that much of a household name.
- trjordan 9y ago
  The benefit enormously from marketing, but they don't benefit from high-visibility brand marketing. Trade shows, performance marketing, affiliates, content marketing, retargeting, account-based ads ... those all work well.
beberlei 9y ago
I would consider NewRelic, AppDynamics and other more expensive APMs high touch.
icebraining 9y ago
There are a lot of small companies offering that - a mix of SaaS and custom development. In a previous company, we built a SaaS platform (based on Odoo, a kind of semi-open-source web version of SAP) which allowed clients to purchase changes to any part of the application. Unlike in a typical SaaS, each client had its isolated copy of the app/database/etc (though all running on our cloud), so they could change anything. Some changed nothing, others have whole new components and business flows.
rconti 9y ago
Qualys

charleyma 9y ago

Dropbox and Box employ a bit of a hybrid model. For SMBs, there's a self service model that's low touch but for enterprises, the sales + customer service is very high touch and requires a lot more customization. BI tools such as Periscope, Looker, Mode, Tableau, etc are also a bit of a hybrid. Usually starts off with an individual playing around or looking for a tool (pretty self service), but a full company deployment is much more hands on and high touch. Following the framework that Patrick provides, odds are that any company that has "sales engineering" or "integration engineering" for a SaaS will likely be high touch (unless they're doing it wrong =D)

curuinor 9y ago

High touch SaaS sees much... much.... much... less benefit from marketing. So many don't market themselves as often, or market in specialty places. Salesforce isn't even that much of a household name.

trjordan 9y ago
The benefit enormously from marketing, but they don't benefit from high-visibility brand marketing. Trade shows, performance marketing, affiliates, content marketing, retargeting, account-based ads ... those all work well.

beberlei 9y ago

I would consider NewRelic, AppDynamics and other more expensive APMs high touch.

icebraining 9y ago

There are a lot of small companies offering that - a mix of SaaS and custom development. In a previous company, we built a SaaS platform (based on Odoo, a kind of semi-open-source web version of SAP) which allowed clients to purchase changes to any part of the application. Unlike in a typical SaaS, each client had its isolated copy of the app/database/etc (though all running on our cloud), so they could change anything. Some changed nothing, others have whole new components and business flows.

rconti 9y ago

Qualys