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Optimizing SaaS Growth: Cybersecurity, Go-to-Market, and SEO Mastery

Chief Marketing Officer

In this episode of WYTPOD, Harshit Gupta, Director of Business Alliance at Wytlabs, sits down with Bruce Popky, Chief Marketing Officer at NXT1. They dive into key topics around SaaS growth, cybersecurity, and go-to-market strategies tailored for B2B environments. Bruce shares insights into the critical role of customer success in driving business outcomes and how internal communication and alignment are foundational to marketing success. They also discuss the importance of SEO for emerging brands, with a focus on algorithm optimization, content strategies, and performance tracking. Bruce highlights NXT1’s secure-by-design approach, emphasizing their focus on automation, compliance, and DevOps. Whether you’re scaling a tech company or navigating SEO for new domains, this conversation offers deep technical insights for seasoned SEOs and digital marketing leaders.

NXT1 is a cloud-native software company specializing in secure SaaS deployment, automation, and DevOps solutions.

Bruce Popky
Chief Marketing Officer

Hello, everyone. Welcome to another episode of wytpod. My name is Harshit. I’m the Director of Business Alliance at Wytlabs, where a digital agency specializing in SaaS and e-commerce SEO. I’ve got Bruce with me today, the Chief Marketing Officer at NXT1, a cloud native software company that offers secure by designs as deployment and managed solution. A big welcome here, Bruce. Happy to have you with me.

Thanks for having me. I appreciate it.

Now, Bruce, you’ve had a very long journey in the field of marketing. You’ve been into multiple roles and multiple industries. Could you share us all the key moments or experiences that basically led you to your current role as CMO of the NXT1?

Yeah. Well, I appreciate you having me. And yeah, definitely a long road when you look back, it’s amazing to me because there’s so many similarities, and you learn as you go what you really care about and what for me, it’s always turned out to be as market opportunity. But it’s always been the B2B space for me because while I’ve done, I’ve had a chance to look at direct-to-consumer things. I just ended up software companies, technology. I was in banking data as a service at one point. Also, I was in craft brewing technology, which was very fun. But a lot of startups, a lot of smaller companies. I was in some bigger companies. I think at the moments that led me to where I am today, surround as I went through, I was in print technology, which I also… That was market I enjoyed as well. But I really wanted to be in IT at one point or IT adjacent. And I got into a few companies back in IT performance monitoring, which I found was… I loved the market. I mean, it was really very fun to be in the middle of how all this is getting built.

It just feels like you’re working with lots of large companies, lots of small companies. Everybody needs this. It’s so foundational. And it just feels like you’re really helping people in their business, in the things that really matter to their business, but in a really, I don’t know, very foundational That combined with the startup experience that I’ve had and working with founders a lot led me to next one. Most recently, I was in a SaaS company, and it was very large in terms of not a huge company, but it was large enough where we had lots of products, and it was a lot of transactions. I found that very interesting. I got a big team and all that. But I really enjoy the startup environment. I like working. I’ve done a lot of rebrands and a lot of branding of companies and several startups, and I find that to be Really exciting. But I think that it’s really about this company and the vision that the founders had and where we’re sitting in this in IT that I find so exciting. When I talked to them at first, I was just so excited because I felt like that’s such a cool solution for what is needed out there.

And I’ll just say real briefly, not to go too deep into it, but ultimately, it’s a way to make security easily available, which security is so huge for everybody going forward. To make security easily available for any SaaS company, not just companies who are selling SaaS, but anybody who is developing SaaS, if you’re a hardware company, anybody who is building a SaaS product to make it very easy for them to not only deploy and manage their software, but to have it be secure. And that is actually a much bigger statement. I’ve been to a bunch of conferences and talked to a lot of application security folks and to learn how difficult that actually is. And it’s a very fun place to be for me on all levels. I have a very talented team, and their product is really great. So that’s what got me here.

Amazing, man. What are some of the core marketing objectives for you? How do you align your strategy to support those specific goals?

Yeah, I mean, ultimately, it’s about growth, right? That’s what we’re all trying to do. We want growth, and how do you get there is the key. But to me, it’s really about, and for us, I think as a company, it’s about… In every company, I’ve been in almost every company. Our customer success is our success. That’s always, especially in B2B, it’s such a big It really is practically part of how you need to live your life as a marketer, as a business person, to be able to understand that when you’re putting software out, when you look at LTV, lifetime value of customers, these are all things that are extremely relevant to your business. So I’ve always taken the position, and I think I’ve gotten even stronger about this over the years, that really the best path, your best foot forward is about really helping people. And I don’t mean helping them in a sales way where you’re just trying to help them, you want to close deals. Skills that’s important, too. All those transactional things are important. But if you, as a company, are focused on some real value that you’re providing, then that really powers everything else.

It’s almost like a meta strategy of sorts. So the core marketing goals are around growth and around helping not just customers, but the market understand where this all needs to go, and frankly, how inevitable it is that security is such a big piece of what they need to be concerned with going forward, providing them with ways to get it done themselves, but understanding that we’re offering them a key way to, even if they use it in a limited fashion, our platform helps them quite a bit. Also, the other goals are about understanding our market and how we can help people by understanding more specifically how these folks are getting it done now and really trying to, frankly, segment the market in a way that makes sense for us because, frankly, it can be challenging because we’re such a large horizontal solution. That’s a really big piece of it. Staying current is another big goal of ours because there’s so much happening with how you can get these things done. Operationally, you have to stay current. I would say the other biggest thing is internal communication is such an important piece of how you build not just a brand and growth, but a successful company.

You have to have leaders that are really good at communicating with each other and are good at resolving issues and mapping to a vision and adjusting the vision as needed. These are all really important things to me.

For sure. Talking about you just mentioned identifying and engaging with your audience is something that you’re working on. I would love to understand that process, what it looks like, and particularly in context of secure SaaS solutions.

Yeah. As a startup, we have a lot of internal knowledge in the company. When I came in here, I’ve been with the company for a year now, and we have some really strong internal. I’m going to go ahead and call it product marketing leads, even though that’s not their official title, because there’s a lot of knowledge that is already there. So I’m always about, everything’s about, how can you do it more efficiently? How can I shortcut how to get the information needed into marketing and sales, frankly, to be able to be effective. And it’s not just, oh, well, the leader with the vision knows this and knows this, but you can triangulate with that with the technology leader. A lot of internal communication, a lot of triangulating in that with using a marketing and a sales lens is a big piece because often product folks are focused on creating a product that everybody can use. Well, that’s great. But you need to, as an organization, if you want to grow, it’s about finding specifically who’s going to use it, who’s going to care the most, the soonest. To your point about identifying and engaging a key audience, it really is a lot about identification.

What I call it is What we need, what companies in our position need, and most companies, I think, is a very efficient experimentation engine. And what that means is that you’re able to… It’s like you make an assumption, make a plan, and then you go out and execute on the plan, but make it low risk so that you can quickly understand what worked and what didn’t work and then adjust. So if something works, you keep doing it. If something doesn’t work, you move on. So I think that identifying in our position, because we’re, again, a very large horizontal solution across all industries, and we don’t have the resources to sell to everybody, so you have to find out where your traction is going to be. And doing that as efficiently as possible is job one. I mean, that’s really the biggest thing. And how we actually do that is through the resources that we have. So we have great We have some speakers that I can use that I put up there into online events and in-person conferences. We’re working on SEO, obviously, but we want to be where they are. So if we’re talking about, for example, we’re a great solution for startup companies.

So we are learning about which kinds of startup companies are more likely to be in a position to want to… Like, for example, if they’re at what stage of investment are they in? There’s certain things that will drive actions that we continue to segment further and further to try to identify these folks. And then how do we engage them is by providing them with information to help them do their job, just straight normal content marketing, which is about creating content that will help them. And so if we’re engaged with them or if they find us somewhere, again, if they’re out there looking, then we can provide them with information that’s going to allow them to get value from our website and want to engage with us. And also pricing strategy is a big part of this as well in terms of the engagement, because that’s how you get them to want to act as you have to give them something that’s going to allow them to at least see what you’re offering and be able to understand the value quickly.

Got you. I see that on your website, there’s a premium version as well. There’s a free trial.

There’s a free trial. It’s not freemium, but it’s a free trial. Yes. It’s a subtle difference, but they’re a little different.

Yeah. And Bruce, you mentioned about your internal team already having a good knowledge. I would love to understand, is there any specific process that you have in place or any specific tool that you use for your knowledge management, basically, within the organization?

Well, the funny answer comes to mind is I ask a lot of questions a lot all the time. But I think that it really… So the way… And this goes into go-to-market, but really is about… I don’t want to inundate folks with a lot of information. Sorry, a lot of requests all the time. And I don’t want people to have to review everything all the time. Sometimes it’s unavoidable, but you really have, especially in a very technical, very technical market that we’re dealing with here. I’ve been in banking data, which I thought that was hard. This is right up there. Once you’re in cybersecurity and DevOps and application security, it’s all very, very intense. You need to make sure that you’re accurate. So I try to not hit them more than necessary. But from a process standpoint, I would say it really comes down to mapping back to go-to-market strategy. So we have our meetings around what we’ve learned and how we’re adjusting our plan based on what we’ve learned. And then that enables me to have specific conversations that are about the kinds of deliverables that we need to get out of that. And then that leads to a way to make it efficient so that everybody’s not running around reacting to things, but make it based on clear plans that we have agreed to.

And then making our basic text deck for how people can do that as straightforward as possible. I’m not sure that exactly answers your question.

All right. Now, can you describe your GTM strategy for the launch? And how do you ensure that it effectively reaches and resonates with your target market?

Well, so go-to-market is, from my point of view, is what we’re selling, who we’re selling it to, and how we’re selling it. And those are the three main categories that I stick with as a way of… First of all, to For me, a go-to-market plan is more of the main goals of a go-to-market plan is about communication. It’s about internal communication and alignment, because to me, that’s a very key piece that… So I’ve been in enough companies now to see what happens when that’s not really happening. And then you say, Oh, I come into a company, and then there’s folks who are… It’s not really all going in the same direction, and it’s not like a matter of, Oh, I just got to get them in a meeting, explain to them. It doesn’t work that way. What needs to be is a strategy that everybody agrees to, and these three pieces We’re going to pull everybody together, and then everybody has a chance to disagree and have contributions to what they think, what the product is and who we’re actually targeting. And we have to understand what we know and we don’t know right now, make our plan, I always like to say is you can always change plans, but you must first have a plan.

And so you have your plan, and then as a group can change that plan together. But I think that the communication aspect of that is that this is what we’ve agreed to. Product knows not to develop things that are not on the strategy. Marketing knows that this is our strategy. Sales knows that we’re selling into here and we’ve made allowances for what’s happening next. All right, so there’s the background on that. So basically, from a what we’re selling standpoint, we have, again, we’re across platforms of service, infrastructure of service, DevOps, performance monitoring, cloud data security. It just goes on and on. Actually, SaaS lifecycle management, all these different categories. I was setting us up in places like Capterra and other Gartner Digital Markets and G2. And just the amount of categories we cover is just really crazy because of the nature of our system. And so the what side of it is that we offer people the ability to almost instantly launch their code. They have the code, and they can go direct, we say, from code to secure SaaS in 15 minutes. It really is that easy. I’ve seen it. I couldn’t personally do it as a marketer, but as an architect or somebody who’s I’m a development manager, it’s a very straightforward process, and this is all secure by design.

We actually were one of the first 100 companies to sign CISA, which is a cyber security and infrastructure security agency. The CISA is secure by Design Pledge, which now, I think, has about 200 plus companies who signed it. And it basically is just a little bit informal, but important commitment to secure by Design as a way for overall our world, in our country, specifically, to be more secure because applications have to do certain practices because we see it in the news every day. It’s very important that the world start realizing, and this is one of the reasons I get so excited about what we’re doing is because it’s so relevant. Every day, we see these huge problems, and we have to figure out how to avoid them. So that’s in the what we’re selling, it really is about understanding not just what it is because it’s so large. We have to figure out what the most important pieces are for people who are going to want to buy the solution, try it and buy it. Who we’re selling to, I think that overall we have a lot of internal experience in government and what’s required to sell to the federal government, to some extent, state government.

That’s always part of our plan is to investigate that because we have a lot of connections, a lot of partners already who are already facing that. But also part of the… We feel like startups are a really good spot for us because we feel like we really help companies who are launching software. There’s so many different places that we can go, but there are startups. And then there’s also we’re looking at platform engineering because there are folks who are looking at platform engineering, internal platforms people build inside of larger enterprises. That’s also potentially a good spot for us. We also see that… Well, also migration. So a big thing for us is migration from legacy applications to the cloud. It makes it very easy. So these are the targets. And again, we’re digging into each one of these to find out where our real traction is, but we have some real good results happening with these different places. Again, it’s very large, which is, again, why it’s really exciting. And then you get the tactics. And so my way of handling this is always take care of the short term as we figure out the long term.

So there’s a lot of… It’s always the experimentation engine. That takes the form of having a BDR outreach, having a BDR sales program, having some dedicated folks And if you do that in a campaign style, we’re able to narrowly target folks and keep your campaign short, like I mean, just a few weeks. You can learn quickly where it’s an inexpensive, low-risk way to figure out where you’re going to get traction and where you should be focused in your marketing dollars, where you should be focused in your sales effort. And so this is one thing that is very important for how we’re selling it tactics. But on the marketing side of things, a lot of media programs, pay-per-click, SEO. We have some events that we’re looking at as well. It’s tough for us to commit too hard to one angle because it’s so early that we’re waiting to really learn where the best place is. We have so much… It’s an embarrassment of riches, really. It’s very exciting. But you can’t with less resources, a smaller company, you really have to pick and choose, and that’s the job right now.

And since you mentioned SEO, I’m going to be a bit biased over here and ask you what specific things around SEO that you’re actively working on, anything on your content strategy that you would love to issue? What specific things that you’re basically measuring on to check on the effectiveness of your content, basically?

Yeah, the measurements are about traffic and also about using the tools that are available out there. We have some really good tools for measuring where we’re positioned. I think that overall, the strategy for SEO for a brand new domain that’s only been around for a little over a year is first you have to get the algorithm to like you. So we’re trying to figure out. We’ve been going after, let’s say, the best volume we can, but a lot And we’ve had some success getting some keywords where it’s decent volume, but they’re not super competitive. They work in our realm. And then once we start finding, we get some traction in those, then we start a pillar strategy. So we make articles around a particular topic that’s adjacent to one of those that we’ve already, not one, at least made progress in. So that’s where we’re at. It’s really about… And we’re cranking out. We’ve got a really good content engine going right now. So it’s really gotten up to speed recently in a good way. We’re seeing some real progress, But it’s an interesting situation to be in. I’ve been on many ends of it.

One, we have a domain that’s 12 years old, and one, we have one that’s less than a year old. They’re vastly different jobs, right? As you know, I know you know, because that’s of your business as well. But the key is to get us to a place. And again, this goes back to the go-to-market, to who we’re targeting. Because ultimately, measuring the results of SEO, just like any other campaign, is not just about whether or not we get people in the door, whether or not we get people onto the website. It’s about what happens with those people. Are we targeting the right people? So the first thing is about getting the algorithm to like us, getting some just general traffic on that way. Then you can get a little bit more particular to try to focus on what you have determined are the right set of keywords. And then after that, you can start looking at performance. Like who’s coming in what keywords and are they actually turning into converted leads? And are those turning into converted sales? So It’s just the beginning of a complete funnel strategy.

What do you do? Are you using any specific tools to basically look into the behaviour of a new visitor or in fact, maybe your customer base altogether? What exactly they’re doing on the platform?

Sure. I’m not going to speak to the platform side because that’s tooling, that’s deep in. That’s deep in our technology, so I can’t really speak to that. It’s not a specific external tool for that. It’s built in. We have a lot of performance capability inside of our platform. But speaking from marketing side, yeah, I mean, Google Search Console, Google Analytics. I was using Hotjar until recently. I switched over to Microsoft Clarity to find out what’s happening on page, which is actually quite cool. I think it’s a little bit lighter weight than Hotjar, but both really good tools. And also, I’m a big SEM rush fan, so I use that tool quite a bit for keywords. But ultimately, in terms of what they’re actually doing on the site, it’s a lot about… You need to spend the time to set up Google Analytics properly so that you can use it to really get the correct data. And that takes time. It takes time to figure out in the particular situation what setup you need. If you’re using UTM codes, you really need to… And I also have a UTM code organizer, which I think is a really important tool that people overlook sometimes because you get caught in spreadsheets.

The next thing you know, it’s so huge and you can’t even… And it just takes up too much time. But really being able to organize how you’re getting your data out of those tools. We haven’t gotten to the point yet where we’re taking Google Analytics and dumping that into what was called Looker. I forget what they’re calling it now. But And that’s where I want to get to is where we can have dashboard so we can really look at this very easily. But right now it’s a little bit more rudimentary, but it is about the setup that’s really important.

Got you. And any specific challenges that you’ve encountered within this short tenure that you would like to highlight when it comes to your marketing and how exactly do you address them?

Well, the signal-to-noise ratio is always the problem, right? I mean, there’s just a lot of people using the same to talk about similar stuff. I would say that I read in a book somewhere, so I’m not going to claim this for myself, that the first rule of marketing is be first, and the second rule is, if you can’t be first, make up your own category, right? That’s the way that works. But we’re actually… I want to say that we’re first. We have a product here, and I’ve been in this situation before, where it truly is first in the market. And it doesn’t mean that there aren’t other ways to accomplish what we’re offering. But the way we have it all put together as a secure by design, secure first platform to launch and deploy and manage SaaS solutions is really ground-breaking. Again, why I was really excited to begin with, as I mentioned before. And so the challenges are about how do you… When you’re the first, it’s expensive and time-consuming and expensive to get your information out there because you got to plow the road yourself. And so that’s a lot of the challenge is, and again, going back to what I was saying before about taking care of the short term while you’re trying to hook up the long term, is that in the short term, you can’t afford to plow the road.

You have to try to find people to get the engine, to feed your pipeline, to really be able to try to drive results while you’re getting the rest of that done. So I would say that I’m happy with the challenge because I think it’s really fun, and I think the outcomes are going to be great. But it is challenging to be in the position where you really have to try to overcome, you have to find the people in the organizations who are going to really want your message. And finding that is really the first job, whereas later on, as we get further along, it’ll be more about trying to make more noise across channels and find the right types of segments that are really self-referential. We can start growing some… For example, the messaging we do for developers, specific, is different from the message we have for CSOs. And inside the organization, it’s vastly different. So you have to decide what direction you want to focus your web content, and all of your outbound, who are we really trying to target becomes very important in terms of trying to make some impact right now. So that’s the one.

And the second, I would say, is data. We need more data. We’re getting in there, and it’s from every angle. We have some, we just need more and more and more. That’s a big challenge. But I’m going to say one more thing is that as a small company, resources are always an issue. So we’re doing a lot with a little, but I like that. I think that Seeing something like this grow is really very fun. I’ve been there before and I’ve done it both ways. And growing a team is a little bit more fun than taking on a team that already exists, although both are cool. But a little bit of resources. I could use… That’s the challenge. And how you overcome that is that you just get really efficient, right? So that’s one of the great things. You can build a culture that has this grittiness to it and efficiency that when you do add people, they can feel not just that, but also the excitement and the value themselves. So you can onboard people and get them linked into a system where everybody’s going to be… The thing about marketing for me over the years has been that what I really like about it is that unlike sales in other places, everybody likes to win.

So everybody’s happy when you win. And so if we’re winning, everybody’s happy. And that’s ultimately what we’re shooting for here. Everybody wins. We get sales people to close deals. And as we grow that, that’s where it really becomes fun.

I agree. And I think this is what gives you the kick in working in a startup culture altogether. You set things the way you want. Now, I’d love to hear your thoughts. Anything specific that you’re working on when it comes to the community marketing? I believe that’s something which really works in your space. We’d love to hear anything, any information that you have built so far.

Interesting, because one of the challenges that we find is that I know… So for example, I, having come into this space, I have experience in performance marketing. Sorry, not performance marketing. It performance monitoring is what I meant to say. And so I had some yours there, which is all adjacent to a lot of things that we’re doing here. But coming into cybersecurity and application security and DevOps is a whole different piece. So I went to a bunch of I live in Austin, Texas, where there’s lots of stuff happening. I try to show up and have conversations with people and learn. A lot about learning over the last year, especially early on. I learned a lot. You just talk with these folks and they will tell you some stuff. I did a little business development while I was there. I did some of that. But at the end of the day, it was really about trying to understand where are we going to see some impact on this. Again, going back to my earlier comment about resources, the challenge is that you want to be able to assure that you’re putting your best foot forward with the resources that you have.

And so I think that from a community standpoint, we look at Reddit, we look at these places, but we’re constrained because the folks who are qualified to actually make comments in these places are very busy doing other things. So it’s something that’s, I would say, more on our radar than we’re actively doing right now. That said, we’ve come out with some pretty cool articles that we are putting in these communities to at least get our content out there. And also it’s helping us a little bit with SEO. We’re getting some backlinks, but really the point is that we’re able to start establishing that we’re trying to provide information that’s going to be helpful to the community. And there’s lots of them. There’s LinkedIn groups, there’s Reddit. There’s lots of places where you can try to contact these folks. And we’re learning as we go. But again, understanding who we want to target with this information and what they really care about is a really big piece of that. But it’s a great point because it’s a huge… And of course, LinkedIn is a great resource for this, but Reddit’s also Very important. Oh, and there’s another one called Spiceworks, which is based here in Austin.

It’s a very cool IT community.

Got you. And how do you understand how exactly do you leverage emerging technologies and marketing trends. Basically, have a bit of competitive edge already.

Well, if we’re speaking about the company as a whole, automation is very deep in our DNA here because it’s foundational to a lot of parts of the business and our technology itself. A lot of what we offer to these companies is the ability to automate so many of the pieces that currently not only require people to manually using tooling like performance monitoring or we’re talking about managing the infrastructure. We offer policies code, so compliance policies. There’s all these different… And there’s a lot of them. And also, like I said, even just down to being able to have pricing set up on your application we I’ll add that as well. All these are things that we automate, and a lot of that involves things like Gen AI and other capabilities that are going to make it possible for companies to do this with a lot of resources. So there’s that whole end of it. But then if you add the security part, I would say that to try to make this as simple as possible, in the conversations I’ve had in application security and development, these are very different worlds, traditionally. It was a long time when And DevOps came along and started showing people that they need to collaborate.

It was about collaboration. Security is still on the outside of all that. And not all the time, but traditionally, even in conversations I’ve had very recently, it’s just not something that development wants to deal with. And so bringing all that together is a very important piece of what we offer. And so going back to the technology piece, we use cloud native technology that is available to really automate and is a very cutting edge approach to how this is all going to get done. So speaking as a company, from a marketing perspective, I mean, Gen AI is revolutionary. My approach has been very incremental. This company and previous companies as it’s come along, But the further I get into this, the more excited and impressed. And we use it for everything. We’re starting to use it in particular thoughtful ways for content and for also some of our BDR efforts. There’s many places it’s going to help. It’s exciting having come this far in my career to be at a point where I actually got surprised by something because it does change the pace of a lot of the ways that we’ve done things traditionally, which to me is exciting.

At first, you don’t want to dive in because you don’t know what it’s going to do for you at first, but now it’s becoming very clear what it can do for you. It really helps, especially a small team like ours, to so much more than we ever could before.

Yeah, I agree. All right. I would love to understand, Now, how exactly do you incorporate customer feedback into your marketing strategies? Any specific impact that has your customer feedback given you so far? If any of your campaigns are to go directly?

The customer feedback often in this situation so far, often comes through other folks in the organization. So through other… I’m not currently working too much with customers directly, with one exception. And we have some great customer stories coming out. But it’s all, like I said, we just went GA pretty recently. So we’re at the beginning of that part of the journey. But the information that I get that comes through is so important because, again, going back to what I was saying before about efficiency, it allows me to shortcut, allows us as marketers to shortcut the information about where we’re going to spend. And all the experimentation engine stuff gets shortcut by a customer now keeping in mind that you have to take it with a grain of salt. It’s one person, but sometimes they can tell you things. It would have taken you months to figure out otherwise or even longer. You may never figure it out. So that’s why it’s super important to be able to have access to that customer information. I’m getting closer to having more direct relationships with the current customers, but right now it’s being managed by a different by product and customer success.

But I’m getting the information coming in that’s really influenced what I’m doing on the website. It’s really influenced ways that… I mean, we had focus on particular areas, specifically folks who are going after government. It really impacted the way we’re looking at that by learning what these folks, the feedback that they provided for the content that we put out, the value that they’re getting, and all this comes through. And we have really good systems for communicating internally on that. So it’s very, very helpful for us.

And Bruce, do you have any specific strategies in place when it comes to your customer retention side of things? Any tactic that have been helpful so far? I understand it’s an early stage for you, but still.

I would say that my overall approach to that is that for many things, it’s another sales and marketing activity, more or less, and it’s just customer success who’s the salesperson, and marketing is doing the support, except you’re not actually pulling people in. So my approach to that is always about what our goals are for these folks. And customer success needs to be the lead person in terms of establishing those relationships. And we will learn over time what is important to these customers as they go through their journey. But ultimately, I think that marketing’s position in that is about taking the individual data points of individual customers and building out systems that we know will support all the customers. And also ensuring that the messages that are going customer success are being supported or are part of our overall brand, and also to ensure that the touch points are being thought of in the correct way, meaning sometimes it’s not as obvious as it might be that you need to We need to do something like every quarter. We need something specific and branded. So this is what we’re going to be doing, are going to be specific cadence communications, and in addition to just support, because you don’t want it to be a situation where you’re only hearing from people where there are problems, you really want to be proactive And also to help with…

We’re also helping on the multimedia side in terms of the kinds of not just training content and production for that, but also best practices. So for example, we want to continue to… We want to a library of real content that’s going to help these customers. So specifically, for example, if we’re talking about SaaS startups, I think that we’ve got a wealth of knowledge internally and that we can leverage external sources for to build a library that’s going help for startups that come on board to help them really be successful in their SaaS in other ways, other than we just came up with a pricing strategy document the other day that we put on our blog and continue to build out content, and that keeps them engaged with us. And that’s important to helping their business succeed. But really, of course, what’s most important is that they’re being successful with the product. So that’s really about getting the data from customer success into our hands and having the conversations about what’s going to help. So for example, if we find that they get stuck on this one place, be there to help customer success, build whatever materials are needed to get past that, which I would call similar to a funnel situation where you’re having a slow down in the funnel at this one spot.

Marketing can come in and provide either resources or general support. There are a lot of things you can do to help overcome those objections at that point in the funnel. It’s the same for customer success. If we’re seeing a trend where people are getting stuck in this one place, let’s figure out some UI solutions. Let’s out a document. Let’s give them a video. There’s things that you can do to help them make sure that they’re not getting stuck. That comes down to earlier what you said earlier about the tools that you’re using to measure what’s happening inside the application. We have very good solutions on that side. That’s definitely in our near future.

Got you. Now, since you mentioned, you’re basically a tight unit team altogether. It’s not a very big team, but I would love to understand how do you basically ensure that There’s an effective collaboration between your marketing department and other teams, such as sales or even product.

To me, it always comes down to strategy. It’s always the way that any company of any size, in my view, needs to approach this. It sounds funny to say, Well, how do I motivate and keep everybody on? It’s because if everybody knows why, everybody needs to know the why. It’s not just like we’re doing this because either If you’re reporting to me, some guy told me to do it, or if you’re on a product wondering why marketing is doing X or Y, I’ve been in that situation as well. The strategy solves all that because if everybody at the top agrees to go-to-market plan, what we’re selling, who we’re selling to, how we’re selling it. If that information is communicated very clearly to everyone and people are able to ask questions and feel comfortable having those conversations and pushing back if needed, but at the end of the day, everybody agrees this is what we’re doing, and we can always change the plan. It’s not like… That’s the key to me to keeping everybody motivated. Often, just personally, when I’ve managed larger teams in the past and the folks I work with now, I like to, as you might be able to tell from the way I talk, I over explain.

I’m an over explainer. But I do that also not just because in my nature, which just happens to work out, but also because it’s a very, I think, solid tactic for management to provide people with real context at all times. I try to stop when I see that their eyes are glazing over. But at the end of the day, I want people to really understand. Also, the other thing is that if I provide them lots of information about why this exists, they might tell me something I didn’t see, which is really important. It really is that and some bad jokes. That helps, too.

Any specific initiative that you’re planning for, let’s say for a year that you’re really excited about applying to launch and work on?

I’m really lucky with some amazing founders, some real expertise with the CEO, John Sobsack, his SaaS Business Foundation, and government understanding, compliance understanding. And then our CTO, who’s got this amazing background, Darren House. These guys are… My big thing is to get them out there speaking a lot. I got Darren. Darren is going to be speaking at the DevOps experience 2024 by Tech Strong. That’s coming up in October. And we’re just getting started with this, but lots of media. And I’m very excited about trying to find us, especially Daran in particular, because it’s so technical and he’s able to talk about this stuff. I have to be careful of the stuff I say because it’s so deep that I can get in trouble quick. So I just try to But the key is that the solution itself is very simple, and that’s what we’re doing here, is that we’re providing a simplicity around something that’s very complex. And there’s an awful lot of thought that went into it, and it is really, really tight. I think that people are going to be really excited when they see what they can do once we’re able to really get further down the road in terms of our ability to get this message out there.

So I guess what I’m most excited about is those programs, customer stories. I’ve got some great customer stories coming out. I think that we’re just in an early stage, and I’m just looking forward to gathering more results and learning some more and getting us targeted in the right places. But I’d really like to see us speaking in a lot more places. And I also am excited about doing more events like this one here where I can just John, for example, or Darren talking one-on-one, doing some interviews, just like podcasts are a really good venue for us. So there’s a lot of media involved here. There’s also a lot of marketing operations stuff I’m excited about as well. But at the end of the day, it’s really about getting these two guys out there talking and sharing with people the vision, which I think that we’re articulating well on the website. There’s a lot more to do. But I think that when we have some customer stories, which we got some great ones coming, I’m very excited for what that’s going to do for us.

kudos to you and your team, you did a fantastic job putting such complex content in simple words on your side.

So, yeah, brilliant.

Thank you.

All right. So, Bruce, we’re coming to an in now, and I would love to have a quick fun rapid fire round with you. Are you ready for that?

Okay.

Really excited. Okay.

I was bracing myself. That was me being funny. Yes, I’m ready.

Okay. What’s your favourite marketer to follow on social media?

Hootsuite is good. Okay.

Now, if you can use Only one social media for the rest of your life, for your personal use. Nothing business related.

Okay, personal. That’s different. Yeah. Only one. So I guess it would have to be LinkedIn. I mean, Instagram is fun and everything, but well, it’s just so relevant, right? And besides, lots of people post a lot of personal stuff there, too. You don’t agree? Do you have one?

No, I think I also stick with LinkedIn. I don’t know. No, actually, I will stick with Instagram.

Right? Lois, right? Those would be the two. So that’s not answering your question, but I did manage to get both of them in there, so that worked. Yeah.

All right. Now, what’s your favourite brand mascot of on time?

I’m sorry.

Favorite. What’s your favorite brand mascot?

Does Apple’s Apple count as a mascot?

No. No? No.

Wow. Man, I’m almost dumped. Mascot. I don’t know. I just keep thinking of sports teams. Mascot. I’m I don’t have any. I’m sorry I don’t have any  No. No, I’m just thinking…

It could be anything. It could be anything.

I guess I’m having a mascot. No, I don’t think I can’t. Nothing’s coming to mind. I’m sorry.

No worries. All right, let’s do the same. What’s the most unusual place you have seen an ad?

I find the ads, the planes that are dragging the ads at the beach are always pretty comical to me. It’s not the strangest place, but if you go to the beach, which my wife and I enjoy, you see the planes and they’re dragging Geico ads across the sky. That always seems a little… I mean, it’s one thing to have a local business, but having a Geico insurance ad flying across the sky at the beach, I think that’s probably the one.

Okay. And what’s a marketing tool or an app you can’t live without?

I’m going to answer that in a second, but I just thought of a mascot, the Java guy. That guy, the Java only on the logo. There’s the Java dude. That would be my favorite. I thought of that. I’m sorry. I’ll answer the question one more time. It’s off in my head.

What’s a marketing tool or an app that you can’t live without?

There’s a lot of them.

Which one is your favourite?

I said you should. There’s just so many. I’m going to have I mean, yeah, I don’t know. WordPress? I would say Adobe Suite has to win. I mean, there’s just no way. How could you… It’s just difficult for anything to happen without that. But it’s not really a marketing tool. I’m going to go Let’s see if it’s WordPress. Yeah, I think it would have to be WordPress. That’s probably the one.

I’ll give you a very last question. What was your last Gen AI from?

I think I asked it about some issue. It was an email. I was tackling an email compatibility issue, and I was problems finding the answer. I don’t think I don’t have the exact prompt in my head, but it was something I was trying to get it to figure out something for me. So it was a very technical email DNS problem that I asked Gen AI to see if it could do any better with than I could. And it did. It helped, actually. Brilliant.

Thank you so much, Bruce. I truly appreciate your time here with me, sharing your experiences about the company, all the good things your company is basically doing. I wish you all the good success. And thank you so much.

Thank you so much. I really appreciate it. It was really nice talking with you. And thanks.

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