Dear SaaStr: We’re Starting a Big Paid Pilot. How Do Maximize the Chances of Success?
For a paid pilot, especially with a big expansion opportunity, you need to be laser-focused on setting clear goals and success metrics that align with the customer’s pain points and desired outcomes.
Here’s what you should cover on the planning calls:
1. Clearly Define the Customer’s Success Criteria
- Start by asking the customer: “What does success look like for you at the end of this pilot?”
- Get specific. For example, do they want to reduce design errors, speed up collaboration cycles, or improve version control accuracy? Tie these directly to their business goals.
- If they’re vague, guide them. For instance: “Many of our customers see success when they reduce CAD rework by 20% or cut collaboration time by X hours per project. Does that resonate with your team?”
2. Set Measurable Metrics
- Define 2-3 key metrics that will determine success. For version control and collaboration software, these might include:
- Time savings: How much faster collaboration cycles are completed compared to their current process.
- Error reduction: How many fewer errors or version conflicts occur during the pilot?
- Adoption rate: How many engineers actively use the tool during the pilot?
Make sure these metrics are realistic and achievable within the pilot’s timeframe.
3. Outline the Pilot Scope
- Clarify what’s included in the pilot:
- Which teams or projects will use the software?
- What features will they focus on?
- What’s the timeline?
- Be specific to avoid scope creep. For example: “This pilot will focus on the CAD team using our apps for version control on Project X over the next 60 days.”
4. Establish Roles and Responsibilities
- Identify who will be involved on both sides.
- On their side: Who’s the decision-maker? Who’s the day-to-day lead?
- On your side: Assign a dedicated Customer Success Manager or technical resource to ensure to ensure the pilot runs smoothly.
5. Create a Success Plan
- Develop a simple, actionable plan that outlines:
- The steps to achieve the pilot’s goals.
- Milestones to track progress (e.g., “By week 4, 80% of the CAD team should be actively using the software”).
- A timeline for reviewing results and deciding on next steps.
6. Address Potential Risks
- Be proactive in identifying challenges that could derail the pilot, like low adoption or technical issues.
- Offer solutions upfront: “If adoption is slow, we’ll provide additional training sessions or hands-on support to ensure the team is comfortable with the tool.”
7. Tie the Pilot to Expansion
- Make it clear how success in the pilot will lead to broader adoption. For example: “If we hit these metrics, we’ll be ready to roll this out across your entire engineering team, saving X hours per project and reducing errors by Y%.”
8. **End with Alignment with the customer. Summarize the agreed-upon goals, metrics, and next steps to ensure everyone is aligned. For example: “To recap, success for this pilot means reducing CAD errors by 20%, cutting collaboration time by X hours, and achieving 80% adoption among the team. We’ll review progress at the 30-day mark and finalize next steps at the end of the pilot.”
This call is your chance to set the foundation for a successful pilot and make expansion the obvious next step. Be clear, confident, and customer-focused.
