In this episode of SaaS Fuel, we sit down with Sethu Meenakshisundaram, co-founder of Zluri - a SaaS management and identity governance company born out of the need to tackle hidden SaaS costs that surfaced during the COVID-19 pandemic.

Sethu recounts the inception of Zluri during the COVID-19 pandemic, revealing how the founders identified a critical need for better visibility and control over hidden SaaS costs even for small businesses. Sethu highlights Zluri’s evolution from a cost optimization tool to a proactive platform, addressing the diverse needs of both enterprises and smaller companies. Explore the value of integration, automation, and maintaining up-to-date to ensure scalable and adaptable IT management solutions. Additionally, Sethu shares insights on Managed IT, Shadow IT, and the emerging Shadow AI.

00:00 Ensure meaningful customer engagement with authentic SaaS.

03:17 Utilize analytics tools for detailed user insights.

07:06 Embracing problem led to $50,000 saving.

12:16 Different service delivery models for varying sizes.

13:37 Zulary needs integrations, highlights importance of security.

19:46 Complexity of integration improved, faster value delivery.

23:26 Questioning the purpose and value of work.

24:50 Champion Leadership Group scales revenue and outwits competitors.

29:02 Zluri offers exhaustive IT discovery engine.

31:53 Admin roles crucial, over-permissioning poses security risk.

36:52 Expand discovery, control and technology for visibility.

38:27 Architecture supports user access reviews for scaling.

42:16 Be prepared, but do it anyway.

45:39 Investing is complex, understand it thoroughly.

"Without integration, the platform doesn't work, which means integration is a core story of Slurry." — Sethu 00:17:54

Shadow AI: "People are using a lot of AI application that they don't want their IT to know of. And to use those apps, they are exchanging the company's data as a bottom." — Sethu 00:28:12

"Importance of Access Control in Safeguarding Organizations": "People find it very hard to get access to a job, and sometimes they do not get the right level of access, which means they get over permissioned in an application. And that becomes a critical issue during times when bad actors pop up because they can do a lot of things." — Sethu 00:32:12

But as our vision expands, do we have the technology today to expand along with that? And the answer is yes." — Sethu 00:37:19

"Engagement is one of the most important metrics SaaS leaders can track. Why is that? Well, it's a forward-looking measure of revenue and an early warning system of churn." — Jeff Mains 00:01:01

The importance of tracking authentic SaaS customer engagement: "You've got to go beyond vanity metrics and focus on actions that indicate genuine involvement and significant outcomes." — Jeff Mains 00:02:36

Quote: "Got to implement customer feedback loops. And to do that, we wanna actively seek feedback from users through surveys, through interviews, through in-app prompts." — Jeff Mains 00:04:30

Quote: "Tracking authentic SaaS customer engagement requires focusing on the right metrics, using advanced tools, and incorporating continuous customer feedback." — Jeff Mains 00:05:08

1. Embrace the Problem You Love: Sethu’s journey with Zluri began with a genuine passion for solving a significant problem they encountered during the COVID-19 pandemic– hidden SaaS costs. His deep connection to the issue drove the successful pivot from gamifying corporate learning to addressing...

Welcome to the 200th episode of SaaS Fuel! In this milestone episode, we dive into the power of storytelling and the art of persuasion with the insightful Neil Gordon.

We explore the concept of creating a "silver bullet" to captivate your audience and differentiate your business, drawing inspiration from famous TED speakers. From the importance of contrast to the impact of unexpected outcomes, we uncover the keys to making your message memorable in a noisy world.

Join us as we celebrate this special episode with valuable insights, personal anecdotes, and a look back at pivotal lessons from the past 200 episodes.

00:00 Navigating the business landscape is overwhelming; pricing is crucial.

03:54 Refine pricing, and build community for SaaS success.

09:28 Building wealth, attracting clients, crafting engaging messages.

13:18 Experts curse: meeting the audience at their level.

15:19 A powerful persuasion technique helps land contracts.

19:37 Prominent TED speakers emphasize the "why" over "what."

20:31 Aristotle's idea: art is inner significance.

24:43 Speakers should not just list key points.

30:28 Stories compel through emotional execution, sparking curiosity.

31:41 Fundamental ingredient of storytelling: compelling and fitting.

35:53 Adaptation is key to embracing the unexpected.

38:46 Using SaaS platform for unexpected transformation in storytelling.

41:27 Struggling with expertise, the father seeks his son's advice.

46:38 Selling platform, framing it in the problem context.

49:50 "Client boosted speaking gigs after webinar tip."

53:51 Start the presentation with the relatable problem, then reframe.

55:58 Genuine curiosity and human connection are essential.

59:06 Share the episode, and get the epic tale toolkit next Tuesday.

The Power of Storytelling: "You can take anything and make it super compelling, and stories become a very powerful way to do that." — Neil Gordon 00:30:40

Storytelling in SaaS: "The surprise is that the transformation happened, but the fact that the transformation did happen is a diversion. It's a no. Not, it's a digression, excuse me, from the way things had been going." — Neil Gordon 00:39:44

Quote: "And he was not only embarrassed by this, but he also felt it was undermining his authority as a member, albeit a temporary one, a member of the faculty" — Neil Gordon 00:41:27

The Power of Identity in Persuasion: "Identity is a very powerful thing. It's a very powerful motivator. When we give somebody the chance to assume a level of identity that they wish to see in themselves, or they already do." — Neil Gordon 00:45:25

The Importance of Framing Platforms in the Context of Problems: "The opportunity here in persuading others of the viability of a platform is framing it in the context of a problem that they care about solving and getting very curious and even geeking out on what that problem might be." — Neil Gordon 00:47:05

Stand Out in the Marketplace: "Community is currency. No ad campaign hype or offer can compare to the value of a strong community." — Jeff Mains 00:04:23

The Power of Community Building: "Invest time, and resources into nurturing your community, and you'll see absolutely unparalleled returns." — Jeff Mains 00:04:53

The Power of Focus: "Focus goes, energy flows, and it's absolutely true. When you focus on those bottlenecks, you can solve them and you can make consistent progress over and over and over again instead of trying to solve things that either aren't problems or that are not the right next problem to solve." — Jeff Mains 00:06:05

In this episode of SaaS Fuel, we feature Glenn Paul, a visionary entrepreneur who has successfully navigated various industries, including computer distribution, online photo services, and healthcare technology. His innovative approach to customer service and technological advancements, particularly in healthcare, showcases his ability to lead transformative projects and inspire change through effective leadership.

Discover how Glenn’s foresight into the rise of social media and his innovative QuickQuote software paved the way for future tech advancements. Explore the transition from standalone apps to SaaS solutions, underscoring the ad free search engine, search.dotphoto.com and the essential strategies for small businesses to enhance customer relationships. Hear Glenn’s stories of technological interventions in wound care and his leadership insights. Learn how to optimize your search experience with dotPhoto for a seamless, ad free browsing experience.

[00:02:24] - Online Photo Printing Business Development

[00:10:18] - Photo Business Challenges With Big Tech

[00:13:17] - Alternative Search Engines Reducing Google’s Power

[00:20:33] - Improving Customer Journey With Chatbots

[00:23:36] - Improving Customer Experience Through Automation

[00:38:46] - Company Vision and Customer Service

“I noticed that I would sometimes give my salesperson, my salespeople, an opportunity and I'd follow up and they'd say, well, I'm still quoting it two weeks later. I created a piece of software called QuickQuote. And QuickQuote, we sold for years to people all over the world.” - 00:01:05 Glenn Paul

“I remember saying to the board, you know, people are doing a lot more sharing and they're going, we need to print more, we need to print more. And the print ratios keep going down.” - 00:04:54 Glenn Paul

“And the venture capitalists who had gotten involved thought, well this is all about mobile. And mobile to me was just, you know, one more technology. I mean, I'm not a slave to any technology or a believer in any technology.” - 00:05:55 Glenn Paul

“The web is fast enough and it's responsive to a mobile device, right? So you can have a web app instead of having an app. I don't really see the reason to have an app. In fact, I'm kind of annoyed by them because they're constantly updating and changing and why should I have to do that? SaaS is so much better.” - 00:12:13 Glenn Paul

“Well, look at what we have at dotPhoto, right? Let's give tablets to nursing homes and take pictures of the wounds and then have somebody centrally advise people on how to take care of the wounds.” - 00:28:06 Glenn Paul

1. Embrace Adaptability: Glenn’s journey from his initial ventures in computer distribution to the development of QuickQuote software and the establishment of PhotosbyNet.com, he pivoted in response to market changes. Be prepared to pivot strategies and embrace new technologies as consumer behaviors and market dynamics evolve.
2. Innovate Beyond Standalone Apps: Focus on developing web apps that offer a seamless experience without the constant need for updates. This not only enhances user experience but also reduces dependency on app stores and their constraints, allowing for greater flexibility and innovation.
3. Prioritize Customer Experience: This involves a deep commitment to customer service. Glenn’s principles, such as never ignoring a customer and respecting their time are vital. Leveraging AI and chatbots to handle routine issues can free up human agents to tackle more complex problems, thereby enhancing overall customer satisfaction and loyalty.
4. Leverage Technology for Problem Solving: Glenn’s intervention