If there’s one word you can use to define Avlesh Singh (@avlesh), it would be Passion. • Passion for solving his customers’ pain points. ̐• Passion for rolling up his sleeves and getting the job done. • Passion for building WebEngage into a generational company. Avlesh is the co-founder and CEO of @WebEngage, a Blume Fund I company. Rohit Kaul (@SeekingN0rth) spoke to him recently in what turned out to be a masterclass about pivoting, customer success, pricing, and positioning. Read the full article here: blume.vc/commentaries/avlesh… Here are 5 of our favorite takeaways from the conversation. ⚡ Pivoting a product is hard, but pivoting the entire engine below it, including sales, marketing, customer success, and support, is the hardest part. This is where most pivots fail, and the lack of preparation and unforeseen factors can make the process frustrating for founders. ⚡ Post-pivot founder-led sales again becomes essential, and you’ll need to go through the cycle of customer discovery to pricing to sales again. Do not make the mistake of assuming pre-pivot PMF to continue and unleash your sales engine because you’ll waste time and $$$. Instead, work on a few named prospects to develop the pitch, lead those sales conversations and help the sales team become a part of the customer discovery process to understand the ‘new’ buyer. ⚡ If you have an onboarding process with many integrations, keep your onboarding and Customer Success teams separate. Staff your onboarding team with engineers who understand technical integrations/data models and arm them with a solid process and checklist. Evolve your Customer Success team to become solution consultants, helping customers strategize and extract the highest ROI from your product. ⚡ Only two types of SaaS products sell in India: those that generate revenue and those that save money. Products that don't fall into either category, such as productivity tools, are touch to sell, as time-saving alone doesn't translate to revenue or cost savings. ⚡You may sell a premium product, but it will be a challenge to make customers pay for the premium features. Customers often don't get value from these features till they evolve in their user journey and acquire higher-order skills. Building ROI and evolving skill sets can take time, sometimes up to a year. @BKartRed @AshishFafadia @sanjaynath @arpiit @sajithpai @dishambles @riashroff @DeepikaDakuda @siddusaik @wanderer08 @apoorvsood