How xFusion Accelerates Growth By Leveraging SDRs and Paying to Learn

SaaS Breakthrough

Meet Jim Coleman, Co-Founder of xFusion, which provides technical customer support for fast-growing SaaS businesses. Prior to xFusion, Jim was a SaaS operations manager at FE International. He oversaw operations and high-level growth initiatives across a portfolio of SaaS holdings.

In this episode, you'll hear about the journey to create a technical support agency for SaaS and understand the right moment for SDR hires. You'll learn about choosing an agency versus building an internal team and the approach of paying to level-up and accelerate your knowledge. And finally, the lessons you need to know to be attractive as a business seller in today's market. Enjoy!
Notes:

- 03:50 Solving a Big Pain Point For Saas In Customer Support

- 06:15 Applying Principles Learned In The SaaS Space To The Agency Model

- 08:25 Working With An SDR Agency While Building An Internal SDR Team

- 11:55 The Vital Role Of Integration Into The Team

- 13:40 Choosing The Moment To Start Hiring an SDR Team

- 15:20 Agency VS Internal Sales Team: It Comes Down To Results

- 16:00 Learning The Playbook From An Agency To Use Internally Later

- 17:15 The Importance Of Really Knowing Your Ideal Customer Profile

- 18:20 Experimenting With Different Channels And Doubling Down On What Works

- 21:35 The Value In Studying The Prospects Of A Business That's Being Sold

- 24:30 Changing The Measuring Stick From Production To Production Capability

- 26:35 What A Seller Can Do To Make Their Business More Attractive

- 29:50 Seller Mistakes: Code That Is Not Clean And Well-Documented

- 31:55 Opportunities And Challenges After The Pandemic Ends

- 34:10 Lightning Questions