SaaS Talks #27: Customer Onboarding for AI-first Companies

AI adds bite to your offering, but that can come at the cost of increased friction in adoption. Customers are often sceptical because of the uncertainty in output, and wary because you integrate deeply with their data. That can slow down GTM considerably.

In this edition of SaaS Talks, we will focus on ways to cross this chasm - from pricing mechanisms, to change management, pilots, and more.

Register for our future SaaS Talks: http://bit.ly/StellarisSaaSTalks

00:00 - 02:38: Introduction

‍02:39 - 10:24: Key differences in AI-first software customer onboarding

‍10:25 - 12:32: Impact of brand in selling AI-first software

‍12:33 - 20:25: Best practices to run good pilots and avoid pilots

‍20:26 - 22:12: Cost of sales in selling to large enterprises for AI-first software

‍22:13 - 24:03: Anecdote by Ketan Kapoor, Co-founder Mettl from his experience using AI

‍24:04 - 27:13: Customer IP rights and implications on pricing

‍27:14 - 32:40: Best practices for Customer Success

‍32:41 - 38:55: Selling to large companies vs. SMBs

‍38:56 - 43:28: Managing customer expectations & satisfaction

‍43:29 - 45:13: Building urgency in enterprise customers

‍45:14 - 51:12: Ease of starting an AI-first company today, creating a competitive moat

‍51:13 - 52:11: Companies that've done seminal work in customer onboarding

‍52:12 - 53:45: Where does customer onboarding reside - GTM or Customer Success?