SaaS companies are particularly susceptible to the perils of friction in the sales process. Just as literal friction creates resistance and impedes velocity, sales friction involves obstacles to conversion and retention, either overt or subtle in nature.
Reducing or removing friction eases the sales journey, increasing up-sells and cross-sells and decreasing active and passive churn. How can you accomplish this? The first step is to identify the areas where friction is likely to occur. […]