The Evolution of Telecom Solutions in Contact Centers: From Traditional Phone Systems to Omnichannel Communication

Telecom Solutions - Traditional to Ominchannel Communications

In the world of customer service, the evolution of telecom solutions within contact centers has been nothing short of revolutionary. From the humble beginnings of traditional phone systems to the widespread adoption of omnichannel communication, this journey has transformed how businesses engage with their customers. Let’s embark on a fascinating exploration of this evolution and its implications for modern contact centers.

Traditional Phone Systems:
In the early days, contact centers relied solely on traditional phone systems for customer interactions. Agents would handle inquiries and support solely through voice calls. While this setup was sufficient for its time, it posed limitations in terms of scalability, flexibility, and accessibility.

Emergence of Digital Channels:
With the advent of digital communication, contact centers began integrating channels like email and fax alongside traditional phone systems. This expansion enabled asynchronous communication, reducing customer wait times and offering greater convenience. However, managing multiple channels independently proved challenging.

Transition to Multichannel Communication:
Recognizing the need to cater to diverse customer preferences, contact centers shifted towards multichannel communication. This approach involved offering support across various channels such as phone, email, live chat, and social media. While it improved accessibility, ensuring consistency and coherence across channels remained a significant challenge.

Rise of Omnichannel Communication:
The evolution continued with the rise of omnichannel communication, aiming for a seamless and integrated customer experience across all touchpoints. Omnichannel contact centers leverage advanced telecom solutions to unify customer interactions, enabling smooth transitions between channels while maintaining context and continuity.

Technology Enablers:
Key technological advancements have facilitated the transition to omnichannel communication. Cloud-based communication platforms offer scalability, flexibility, and centralized management, while integration with CRM systems enables personalized interactions and data-driven insights. Moreover, AI and automation enhance efficiency and enable predictive analytics for proactive customer service.

Benefits and Challenges:
Omnichannel communication brings numerous benefits, including enhanced customer satisfaction, improved agent productivity, and deeper insights into customer behavior. However, it also presents challenges such as resource allocation, training, and ensuring consistency across channels. Overcoming these challenges requires strategic planning, robust infrastructure, and continuous optimization.

Future Outlook:
Looking ahead, the future of telecom solutions in contact centers is ripe with possibilities. Emerging technologies like AI-driven chatbots, voice assistants, and augmented reality are poised to further revolutionize customer interactions. The key lies in embracing innovation, staying agile, and aligning telecom strategies with evolving customer expectations.

The evolution of telecom solutions in contact centers underscores the industry’s relentless pursuit of excellence in customer service. From traditional phone systems to omnichannel communication, each phase has marked a significant milestone in this journey. As businesses navigate the complexities of the modern landscape, embracing omnichannel communication is not merely a choice but a necessity to thrive in an increasingly competitive market. By leveraging advanced telecom solutions, contact centers can forge deeper connections with customers, foster loyalty, and drive sustainable growth in the digital age.

Impact over Status: Making a Difference in Everyday Life

Impact over status

In the hustle and bustle of modern life, it’s all too easy to get caught up in the pursuit of status symbols. We often measure our worth by the car we drive, the clothes we wear, or the job title we hold. However, true fulfillment doesn’t come from external markers of success. It comes from the impact we have on the lives of others.

You don’t need to scale the highest mountains or amass a fortune to be someone of value. In fact, it’s often the small, everyday actions that make the most significant impact. Here are a few simple ways you can make a difference in the lives of those around you:

  1. Be Present: In a world filled with distractions, simply being present can be a powerful gift. When you’re with someone, put away your phone, make eye contact, and give them your full attention. Engage actively in the conversation and show that you value their company.
  2. Quality over Quantity: It’s not about the amount of time you spend with someone, but rather the quality of that time. Prioritize meaningful interactions over simply going through the motions. Whether it’s a deep conversation with a friend or a quiet moment shared with a loved one, make every moment count.
  3. Keep Your Promises: Trust is the foundation of any meaningful relationship. One of the best ways to build trust is by keeping your promises. Whether it’s meeting a deadline at work or following through on plans with a friend, reliability breeds confidence and strengthens bonds.
  4. Practice Empathy: Empathy is the ability to understand and share the feelings of others. Take the time to put yourself in someone else’s shoes and see the world from their perspective. Show genuine care and concern for their well-being, and offer your support when needed.
  5. Be Authentic: In a world of filters and facades, authenticity stands out. Don’t try to impress others with material possessions or inflated achievements. Instead, express yourself honestly and openly, and let your true self shine through.
  6. Show Appreciation: It’s easy to take the people in our lives for granted. Take the time to express gratitude for the little things they do, whether it’s a kind word, a helping hand, or simply being there when you need them most. A heartfelt thank you can go a long way in making someone feel valued and appreciated.
  7. Create Meaningful Memories: Invest in experiences rather than things. Instead of chasing after the latest gadgets or luxury items, focus on creating memories that will last a lifetime. Whether it’s a spontaneous road trip, a family dinner, or a weekend getaway, prioritize experiences that strengthen bonds and leave a lasting impression.

In conclusion, while status symbols may offer temporary gratification, true fulfillment comes from the impact we have on the lives of others. By prioritizing meaningful interactions, practicing empathy, and expressing gratitude, you can make a difference in the world around you. So, instead of chasing after status, focus on making a positive impact in the lives of those you encounter every day.

The Rising Tide of Contact Center Software – Market Projected To Reach USD 139.4 Billion By 2030

Contact Center Software Market

In an era where customer experience reigns supreme, businesses across the globe are increasingly turning to advanced technological solutions to enhance their interactions with customers. One such solution that has been gaining significant traction is Contact Center Software. This software not only streamlines customer interactions but also empowers businesses to deliver seamless and personalized experiences. With the global contact center software market witnessing exponential growth, let’s delve into the numbers and explore the top players driving this transformative industry forward.

The Numbers Speak: A Thriving Market

The Global Contact Center Software Market stood at a remarkable USD 38.9 Billion in 2023. However, what’s even more astonishing is the projected growth trajectory. By 2030, this market is anticipated to soar to a staggering USD 139.4 Billion. Such exponential growth signifies the increasing adoption of contact center software across various industries, highlighting its pivotal role in shaping the future of customer engagement.

Key Drivers Fueling Growth

Several factors are propelling the rapid expansion of the contact center software market:

Customer Experience Imperative: In today’s hyper-competitive landscape, businesses are acutely aware of the significance of delivering exceptional customer experiences. The software equips them with the tools to efficiently manage customer interactions, leading to heightened satisfaction and loyalty.

Digital Transformation: The proliferation of digital channels has revolutionized how customers communicate with businesses. Contact center software enables omnichannel communication, allowing organizations to seamlessly engage with customers across multiple touchpoints, be it phone, email, chat, or social media.

Data-Driven Insights: Contact center software harnesses the power of data analytics to provide actionable insights into customer behavior and preferences. By leveraging these insights, businesses can tailor their strategies to better meet the evolving needs of their customers, thus driving growth and profitability.

Remote Work Trend: The shift towards remote work, accelerated by the global pandemic, has further underscored the importance of cloud-based contact center solutions. These solutions enable agents to work from anywhere, ensuring continuity of operations while maintaining high levels of productivity and efficiency.

Top Players Shaping the Landscape:

Several companies stand out as key players in this market, driving innovation and setting industry benchmarks. Some of the prominent names include:

8×8, Inc.
ALE International
Amazon Web Services, Inc.
Aspect Software
Avaya Inc.
Cisco Systems, Inc.
Enghouse Interactive Inc.
Exotel Techcom Pvt. Ltd.
Five9, Inc.
Microsoft Corporation
NAM InfoCom
NEC Corporation
Spok, Inc.
Talkdesk, Inc.
Twilio Inc.
Unify Inc.
VCC Live

Looking Ahead: The Future of Contact Center Software

As businesses continue to prioritize customer experience and digital transformation, the demand for contact center s/w is poised to soar to new heights. With advancements in AI, machine learning, and automation, the contact center of the future will be even more intelligent, predictive, and proactive in meeting customer needs. As such, investing in robust software solutions will be essential for businesses looking to stay ahead of the curve and deliver unparalleled customer experiences in the years to come.

The global contact center software market is experiencing unprecedented growth fueled by the imperative to enhance customer experiences, embrace digital transformation, and leverage data-driven insights. With top players leading the charge, the future promises to be both exciting and transformative, shaping the way businesses engage with their customers in the digital age.

Unlocking the Potential: The Importance of WebRTC in Telecom Solutions


In the fast-paced digital landscape of today, effective communication lies at the heart of every successful enterprise. As businesses strive to connect with customers and streamline internal operations, the role of technology in facilitating seamless communication has become increasingly vital. Among the array of innovative solutions transforming the telecom industry, WebRTC (Web Real-Time Communication) stands out as a game-changer, offering unparalleled flexibility, security, and scalability. Let’s delve into why WebRTC has become indispensable in modern telecom solutions.

  1. Real-Time Communication, Anywhere, Anytime: WebRTC empowers users to engage in real-time audio, video, and data communication directly within web browsers, without the need for additional plugins or software. This inherent browser-based functionality enables instant, hassle-free connectivity across devices and platforms, making it ideal for today’s mobile workforce and diverse customer base.
  2. Enhanced Customer Experience: In the era of digital transformation, customer experience reigns supreme. WebRTC enables businesses to deliver immersive, personalized interactions by integrating multimedia communication channels seamlessly into websites and applications. Whether it’s live video support, interactive voice response (IVR) systems, or collaborative browsing, WebRTC enriches customer engagement and satisfaction.
  3. Cost-Effective Solutions: Traditional telecommunication systems often entail significant infrastructure costs and maintenance overheads. WebRTC, however, leverages existing web technologies and protocols, reducing the need for specialized hardware or complex setups. By harnessing the power of peer-to-peer communication and cloud-based deployment models, organizations can deploy cost-effective telecom solutions that scale with their evolving needs.
  4. Security and Privacy Assurance: Security is paramount in any communication framework, especially when sensitive information is involved. WebRTC prioritizes security by encrypting all communication channels, ensuring end-to-end encryption for voice, video, and data transmissions. This robust security architecture instills confidence in users, safeguarding their privacy and protecting against potential cyber threats.
  5. Seamless Integration and Customization: Flexibility is a hallmark of WebRTC-enabled solutions, offering seamless integration with existing applications and workflows. Whether embedding video conferencing capabilities into collaboration platforms or facilitating click-to-call functionalities within customer service portals, WebRTC empowers organizations to tailor communication experiences to their unique requirements.
  6. Scalability for Business Growth: As businesses expand and evolve, scalability becomes a critical consideration. WebRTC’s decentralized, peer-to-peer architecture enables effortless scalability, accommodating fluctuations in user demand without sacrificing performance or reliability. Whether serving a handful of users or a global audience, WebRTC ensures consistent, high-quality communication experiences.

In conclusion, WebRTC represents a paradigm shift in the realm of telecom solutions, offering unparalleled versatility, security, and efficiency. By harnessing the power of browser-based real-time communication, organizations can elevate customer experiences, streamline internal operations, and unlock new avenues for growth and innovation. As we navigate the ever-evolving landscape of digital communication, embracing WebRTC is not just a choice but a strategic imperative for staying ahead in today’s interconnected world.

Transforming Customer Support in Telecom: NAM InfoCom

NAM InfoCom - Telecom Services startup

In the communications landscape, today, delivering exceptional customer support is not just a necessity; it’s a competitive advantage. With the ever-evolving demands of tech-savvy consumers, the need for robust solutions that prioritize security, efficiency, and customization has never been more critical.

NAM InfoCom has come out with a revolutionary communication framework based on WebRTC technology and ensuring the most important requirement of enterprise which is security.

Using WebRTC guarantees quality of service (operator values), and can significantly reduce implementation, operation, and maintenance costs for enterprises. Moreover, it is not necessary to maintain high-cost toll-free numbers. WebRTC can be used to deliver video and audio calls to a range of web browsers on any device without the need to download and install any clients. Moreover, WebRTC supports contextual communications that allow the end users to stay on the website, navigating and making calls or sending messages, without the need to use a separate device or to leave the page they are looking at.

All communications using WebRTC are fully encrypted between peers. Unlike legacy PSTN systems, with WebRTC technology, encryption is still a major contributor to end-to-end security for consumers and enterprises.

Here is how our innovative products address these challenges for telecom:

Security: Safeguarding Customer Trust

Telecom companies handle vast amounts of sensitive customer data, including personal information, billing details, and communication records. Maintaining the highest standards of security is paramount to building and retaining customer trust. NAM InfoCom employs state-of-the-art security measures to ensure that customer data is safeguarded against unauthorized access and cyber threats.

  1. End-to-End Encryption: NAM InfoCom incorporates end-to-end encryption to protect customer communications mitigating the risk of data interception.
  2. Multi-Factor Authentication (MFA): To bolster account security, NAM InfoCom integrates multi-factor authentication, requiring users to verify their identity through multiple verification steps. This significantly reduces the likelihood of unauthorized access to customer accounts.
  3. Regular Security Audits: Our commitment to security is unwavering. Regular security audits and updates are conducted to identify and address potential vulnerabilities, ensuring that NAM InfoCom remains at the forefront of data protection.

Efficiency: Streamlining Support Processes

Efficiency is the lifeblood of effective customer support. Telecom companies face a constant influx of customer inquiries, ranging from technical issues to billing concerns. NAM InfoCom products are designed to streamline support processes, empowering telecom providers to deliver prompt and effective assistance.

  1. Automation and AI Integration: NAM InfoCom leverages cutting-edge automation and artificial intelligence (AI) technologies to handle routine queries, allowing customer support agents to focus on more complex issues. This not only accelerates response times but also enhances the overall customer experience.
  2. Intuitive User Interface: The user interface of NAM InfoCom is crafted with simplicity and efficiency in mind to provides a seamless experience for both customers and support agents, enabling quick issue resolution and reducing the time customers spend seeking assistance.
  3. Data Analytics for Predictive Support: By harnessing the power of data analytics, NAM InfoCom anticipates potential issues and proactively addresses them. This predictive support model minimizes downtime for customers and enhances the efficiency of support operations.

Customization: Tailoring Solutions to Individual Needs

When it comes to tech solutions, there is no one size fit all as no two customers are alike. Recognizing and addressing each customer’s unique needs is the key differentiator that NAM InfoCom offers through high degree of customization to meet the diverse requirements of telecom providers and their customers.

  1. Tailored Support Paths: NAM InfoCom allows telecom companies to create customized support paths based on customer preferences and history. This ensures that customers receive personalized assistance, enhancing their satisfaction and loyalty.
  2. Branding and Theming Options: The product offers extensive branding and theming options, allowing telecom providers to align the customer support experience with their brand identity. This not only fosters brand loyalty but also creates a cohesive and immersive support environment.
  3. Integration Capabilities: NAM InfoCom seamlessly integrates with existing telecom systems and workflows, ensuring a smooth transition and minimal disruption to operations. This high level of integration allows for a truly customized and harmonious support ecosystem.

In the fast-paced and ever evolving telecom industry, customer support is a make-or-break factor. NAM InfoCom stands as a testament to our commitment to revolutionize customer support by prioritizing security, efficiency, and customization. By addressing these core pillars, our product empowers telecom providers to not only meet but exceed customer expectations, fostering long-lasting relationships and solidifying their position in the market. Embrace the future of customer support with NAM InfoCom and elevate your telecom business to new heights.

NAM Info’s Remarkable Journey in 2023: A Year of Achievements and Innovation

NAM Info's Vinay Mahajan and the ITServe members at Capitol Hill meeting the law makers

As we bid farewell to 2023, it’s time to reflect on the incredible journey of NAM Info, a pioneering company that has not only achieved milestones but also set new standards for innovation and growth. NAM Info turned 23 and had grown from strength to strength. The year saw strategic expansion, amazing partnerships and the efforts of individuals committed to the success of the company.

Expanding Horizons: Telecom services from Chennai

In a bold move that underscored NAM Info’s commitment to growth, the company successfully launched a start-up telecom services company in Chennai, India, during the last quarter of 2023. This strategic expansion solidified NAM’s presence as a key player in the telecom services, unlocking new avenues for business and collaboration.

Venturing into the Future: AI Solutions with E42 Partnership

In line with the ever-evolving technology landscape, NAM Info has taken a big leap in artificial intelligence through a strategic partnership with E42 This collaboration has been revolutionary for NAM, enabling the company to deliver power with AI-based solutions to implement and lead innovation in the tech industry

Strengthening leadership  

COO Shyam Valloornatt: Strengthening Operations for greater customer success

With NAM reaching new horizons, Shyam, came with a mission to streamline and stabilize operations while ensuring greater customer success. Shyam’s leadership and dedication have already played a pivotal role in H2, and his strategic approach has contributed to the company’s continued growth and stability.

CTO Balaji Krishnamoorthy: Steering NAM Info towards Technological Excellence

Recognizing the increasing importance of technology in business, NAM Info welcomed Balaji as the Chief Technology Officer (CTO). Balaji’s appointment marked a strategic move to transform NAM into a technology-centric organization. With his expertise and vision, Balaji is set to lead NAM Info into a new era of technological innovation, ensuring that the company remains at the forefront of emerging trends and advancements.

Vinay’s Leadership at ITServe Alliance: A Catalyst for Growth

Vinay, President and CEO of NAM Info, took on as the President of ITServe Alliance, a prominent association of IT services companies. Under Vinay’s leadership, ITServe Alliance witnessed unprecedented growth. Vinay’s visionary approach and strategic initiatives propelled the alliance to new heights, fostering collaboration and networking within the IT community.

ITServe’s Annual Synergy Conference: A Gathering of Minds

During Vinay’s presidency, ITServe Alliance hosted its annual conference Synergy 2023, attracting notable figures such as Hillary Clinton, Kevin O’Leary and Steve Forbes. The event served as a platform for industry leaders, experts, and eminent personalities to share insights, discuss trends, and forge meaningful connections. ITServe’s annual synergy became a highlight of the year, showcasing the alliance’s influence and significance in the IT sector.

As we reflect on the accomplishments of 2023, it’s evident that NAM Info has not only embraced change but has thrived in the face of it. The strategic diversification, partnerships, and leadership initiatives have positioned NAM as a leader in the tech industry, ready to navigate the challenges and opportunities that lie ahead. As the company continues to evolve, the achievements of 2023 will undoubtedly serve as a foundation for even greater success in the years to come.

We wish you all a happy and successful New Year – 2024

What 2024’s Got for Recruitment and Tech World

Recruitment and tech trends

2024 – Recruitment and tech trends

2023 was a transformative year for recruitment. The way companies found and hired employees changed drastically with technology, especially in the tech industry, growing a ton with more and more people working remotely, companies have gone digital, and are exploring new tech like AI and IoT. This has actually made a huge impact on how organizations build their teams today. With 2023 laying ground for automation and AI in recruitment, 2024 is ready for the roll. Three major recruitment and tech trends that are expected in 2024 are:

  • By 2024, the global AI in recruitment market is projected to reach a whopping $8.2 billion, highlighting the increasing role of automation in candidate sourcing and screening. (Source: Verified Market Research)
  • The gig economy is expected to represent 20% of the total workforce by 2024, presenting new challenges and opportunities for recruitment strategies. (Source: McKinsey Global Institute)
  • With rapid technological advancements, the need for upskilling and reskilling will be crucial. 70% of employees believe they need to learn new skills or reskill to keep up with the changing job market. (Source: World Economic Forum)

In the recruitment world, we can expect to see a continued focus on automation and AI, which means the human resources will now be able to focus on more strategic tasks like building relationships with candidates and employers while the machines handle the mundane tasks of resume screening and candidate sourcing.

There will be rise of social media and other online platforms for recruitment as they offer a great way to reach a large pool of potential candidates. Additionally, social media can be used to build relationships with candidates and create a more positive employer brand.

In the tech world, artificial intelligence, virtual reality, and blockchain will continue to grow. AI is already having a major impact on many industries, and we can expect to see even more innovation in this area in 2024. Virtual reality is also becoming increasingly popular, and we can expect to see new VR applications emerge in 2024. Blockchain is a technology that is still in its early stages of development, but it has the potential to revolutionize many industries. We can expect to see more businesses exploring the use of blockchain in 2024.

  • Global VR market: The global VR market is expected to reach $27.2 billion by 2024, indicating the potential for VR to revolutionize various industries, from gaming to healthcare. (Source: Statista)
  • Blockchain adoption: Blockchain technology is expected to be adopted by 20% of large enterprises by 2024, driving innovation in areas like supply chain management and digital identity. (Source: Gartner)
  • Cybersecurity spending: Global cybersecurity spending is projected to reach $419 billion by 2024, emphasizing the growing importance of data security in the digital age. (Source: Cybersecurity Ventures)

Here are some specific trends to watch out for in 2024:

  • The rise of the gig economy: The gig economy is a type of economy in which people work temporary or freelance jobs. The gig economy is growing rapidly, and it is expected to continue to grow in 2024. This trend will have a major impact on the recruitment world, as companies will need to find new ways to attract and retain gig workers.
  • The increasing importance of soft skills: Soft skills are personal skills, such as communication, teamwork, and problem-solving. Soft skills are becoming increasingly important in the job market, as employers are looking for employees who can work effectively in a team and who can adapt to change.
  • The growth of remote work: Remote work is becoming increasingly popular, as it allows employees to work from anywhere in the world. The growth of remote work will have a major impact on the recruitment world, as companies will need to find new ways to recruit and manage remote employees.

What does this mean for you?

If you are a job seeker, it is important to stay up-to-date on the latest trends in the recruitment world. This will help you to market yourself effectively to potential employers. If you are an employer, it is important to be aware of the latest trends in the tech world. This will help you to stay ahead of the competition and to attract the best talent.

Overall, 2024 is shaping up to be an exciting year for both the recruitment and tech worlds. By staying up-to-date on the latest trends, you can ensure that you are prepared for the future.

In addition to the trends mentioned above, here are a few other things to keep an eye on in 2024:

  • The continued rise of automation and AI
  • The increasing importance of data and analytics
  • The growing focus on cybersecurity
  • The development of new and innovative technologies

These are just a few of the recruitment and tech trends that are shaping the world in 2024. By staying up-to-date on the latest developments, you can ensure that you are prepared for the future.

Design rush lists NAM as part of its top Business Solutions provider

See some of the jobs we are hiring for in our current openings listing.

Change Manager

Change Manager

Salesforce and D365 transformation

100% remote to start but onsite will be required time to time. Looking for people close to Minnesota. Needs Salesforce Experience***

Full-time change manager for Salesforce and D365 transformation program. Ideally located in Minnesota, Iowa or Indiana but needs to be able to travel to Iowa and Indiana to support the transformation. Required ASAP. Focus will be on

  • Change Adoption strategy
  • Training
  • Communications

Employees understand how to leverage business systems and processes to do their job and understand how upcoming project changes will result in the need to leverage business systems and processes differently.

  • Apply a structured change management methodology, preferably modeled against PROSCI and Kotter methodologies.
  • Design and lead change management activities by conducting and communicating current and future state analysis, stakeholder analysis, impact analysis, readiness assessments, risk analysis, risk mitigation planning.
  • Lead the design, development, delivery, and management of key communications.
  • Provide input, document requirements, and support the design and delivery of training programs
  • Facilitate and manage communication and tactics with change agents selected for the change network(s)
  • Identify and manage anticipated and persistent resistance in collaboration with key stakeholders, business partners, and change agents.
  • Create actionable plans and activities for the core change management plans: Sponsor Plan, People Manager Plan, Communications Plan, and Training Plan, Resistance Plan, and any other extended plans to support change adoption • Collaborate with key audiences to establish communities of practice.
  • Define and measure success metrics and monitor change progress.
  • With Program Manager, ensure realistic goals and timelines are established while managing uncertainty

For more job opportunities check current openings, you can also follow our Linkedin page for regular updates

Azure Solution Architect

Azure Solution Architect


Skill: Azure, Powershell, Active Directory, VNET, VPC, SFTP, Firewall, Switch/Routing, Encryption/Decryption set up, Terraform, Chef

· Total Exp 10Yr+

  • Design & Implementation Azure platform
  • Azure Account, Virtual Network (VNet), within the VNet, dedicated subnet for Snowflake.
  • BLOB & Azure Storage Account for Snowflake
  • Set up Azure Active Directory (Azure AD) Integration.
  • Set up Virtual Network Service Endpoints.
  • Configurable Row level security setup and management
  • Resource monitoring and management
  • Splunk integration and configuration of alerts & notification KPIs

For more job opportunities visit our Current Openings

Garnering traction for early stage B2B SaaS


The 5th episode of The Technology Crystal Ball had us peeking into the business side of the technology, primarily focused on B2B SaaS markets. Vinay Mahajan extoled the importance of this session as nearly 95% of the B2B SaaS innovations apart from other start ups fail. With that staggering percentage hovering on almost all the founders, it is important think of laying a strong foundation. To get into the subject of identifying various ways to strengthen the basics we invited Shiladitya (Sunny) Ghosh, Founder and CEO of Brewra Ventures to explore what the founders of B2B SaaS companies can do better.

Sunny, got down to business explaining the importance of focusing on ICP – Ideal Customer Profile and how important it is to make the GTM work. Almost 60-70% of companies have a challenge with the ICP, they do not know how to narrow down on the customer segments. At Brewra, Sunny’s team focuses on filling this gap for the clients where they help do Customer discovery, where they understand if the product can solve the customer problems or not and if it is who are those customers who should be approached. Customer discovery is followed by Market development, and then the all-important Customer engagement.

Brian Balfour Model describes the four pillars - Market, Product, Model and Channel

The Brian Balfour Model is one of the proven models that helps build a successful business and drives you to reach a $100 M valuation. This model shows 4 pillars that the founders must investigate, these are – Market, Product, Channel and Model. Signals has mastered this model, focused on, “bulls’ eye”, a very small niche area from where they expanded to adding a tool to data capture, a tool for CRM etc. which lead Signals to mature into what we all know today as HubSpot.

Another example discussed was of Ninepoint capitals Market fit model which talks about – Elephants, Moose, Rabbits, Mice, Flies which basically help define the products based on their price points.

Steve Blank says, “Get out of the building”, which primarily refers to getting to know your customers in their own environment. This helps a company better understand their customers’ wants and needs to build a product that they want, not what the business thinks they want.

GTM is derived by understanding the customer and not derived in silos, it is by figuring out how is the customer conducting a job. Customers are not looking at product, they are looking at solutions. They want to do their job lot better and a very cost-effective way. Hence it is all important to align the Market, Segment, and the customer.

Marketing in this process plays a critical role in hyper personalizing the User journey mapping and creating user persona. Below is video for the complete webinar where Sunny addressed all the questions from the panel and attendees. Do leave your feedback and help us know if this was useful to you.