more comfortable prospects and customers will be that you are “enterprise-grade.” • Not getting the company to move to a Big Customer-centric culture faster. This is #1. If you go upmarket, if you move from SMBs into mid-market and then the enterprise … your culture also has to change. From one of users, to one of the broader needs of 1000s of customers, to one of clients. Your very big customers aren’t just customers, they are clients. Your very big customers aren’t just customers, they are clients. They deserve client-level service and attention. Many of your team that hasn’t done that before won’t enjoy it. They’ll bristle at their seemingly one-off requirements. They’ll struggle to deal with the drama around the big deals. But the folks that have been in that environment before and know what to do will solve most of the problems above for you. Just a few of many. SAASTR.COM 77