SaaSili’s SCALE® Framework

We have spent years within the B2B SaaS space, and have seen various decision making frameworks being used by clients.

Unfortunately, until this time, there hasn’t been a one-size fits all framework specifically for B2B SaaS

Our SCALE Framework equips B2B SaaS teams with a structured yet flexible approach to navigate dynamic markets, ensuring decisions are data-driven, strategically aligned, and adaptable.

This tailored approach helps SaaS companies scale sustainably and stay customer-centric, even amid rapid change.

The SCALE framework has been developed to become an efficient, fast and repeatable framework for the constantly evolving B2B SaaS ecosystem

It is a framework that can be utilized across all functional areas of the business

SaaSili SCALE

USE CASE - EXAMPLE

Example Scenario: Suppose churn rates have increased suddenly among mid-market clients.

Sense:
Gather data on usage patterns, customer complaints, and competitor offerings.

Classify:
Identify if churn is due to a known product gap (Complicated) or an unexpected shift in market needs (Complex).

Adapt:
Test potential solutions, such as feature improvements or pricing adjustments, on a small segment of customers.

Learn:
Conduct retrospectives to see which adjustments reduce churn, analyzing the feedback from customers and the impact on churn-related metrics.

Execute:
Roll out effective changes across the customer base, monitoring the impact on overall churn rate and adjusting as needed.

SENSE

Purpose: Understand and collect real-time data from customers, the market, and competitors.

Key Actions:

  • Regularly gather feedback directly from customers.

  • Monitor market trends, industry shifts, and competitor actions.

  • Use analytics and metrics (e.g., customer usage patterns, churn rates, acquisition costs).

CLASSIFY

Purpose: Categorize issues or opportunities to determine the appropriate response strategy.

Key Actions:

  • Determine if an issue is Clear (known solutions), Complicated (requires expertise), Complex (emergent patterns), or Chaotic (requires immediate action).

  • Prioritize issues based on impact and urgency (e.g., customer retention vs. new feature development).

ADAPT

Purpose: Quickly adapt strategies to respond to classified issues or opportunities, using an iterative approach.

Key Actions:

  • Run small, measurable tests to validate new product features or marketing strategies.

  • Employ Agile development principles to iteratively enhance product features.

  • Incorporate customer feedback loops to continuously adjust.

LEARN

Purpose: Review outcomes and analyze learnings from each adaptation cycle to drive continuous improvement.

Key Actions:

  • Conduct retrospectives to understand the root causes of success or failure.

  • Document and share findings across teams to enhance collective knowledge.

  • Focus on key SaaS metrics, like CAC (Customer Acquisition Cost), CLTV (Customer Lifetime Value), and NPS (Net Promoter Score), to assess impact.

EXECUTE

Purpose: Implement validated decisions or actions at scale once proven effective in testing phases.

Key Actions:

  • Roll out new features, pricing changes, or campaigns at full scale based on learnings.

  • Align execution with strategic objectives, ensuring scalability and stability.

  • Regularly re-evaluate the strategy based on shifting metrics or feedback.