SaaStr

JUNE 20, 2023

They may tacitly support it, but I don’t know too many that like it. And in some cases, really to be both a VP and running a second senior job at the same time. So today, everyone has a side hustle, or so it seems. Or other so-called “passive” income streams that really often take many hours to manage.

Underperforming Technical Team 271

Underperforming Technical Team Scale Sales Hiring Startup 271

SaaStr

NOVEMBER 6, 2020

Complaining his employees weren’t using PayPal apps. It’s not cool if your team doesn’t use your app every day. It’s ubiquitous, but it’s not a service everyone is necessarily going to naturally use every day, or maybe even, ever. And I bet in SaaS, that’s even less likely in your case.

VP of Engineering 214

VP of Engineering Customer Support PayPal Healthcare 214

Kellblog

APRIL 19, 2024

DK: Any focus on use-cases? We have an integrated platform that can support dozens of strategic use-cases. We have an integrated platform that can support dozens of strategic use-cases. All size segments, all geos, all industries, and all use-cases? And everyone’s in favor.

Startup 106

Startup SMB Airlines Banking 106

Clouded Judgement

FEBRUARY 10, 2023

Today, it still seems to be the broader base case. Soft Landing? No Landing? There’s a lot of talk about whether we’re headed to a deeper recession (hard landing) or a soft landing (light or no recession). And more recently there’s even talk about “no landing.” Hard Landing: This would be a recession.

Cloud 268

Cloud Software Review Technical Review Systems Review 268

Tom Tunguz

JULY 8, 2021

This is the mental model I’ve been using. These assets might be coins, tokens, NFTs and be used in different ways. Tokens might be used as stores of equity value, as a replacement for government money, to pay for a particular service, or simply as as collectible. Protocols must decide which chain(s) they will support.

Outsourced Development 267

Outsourced Development Marketplace as a Service Banking Construction 267

Clouded Judgement

FEBRUARY 23, 2024

So the 2024 guides would be supportive of that. Subscribe now Rule of X Meritech and Bessemer both recently did an analysis that looked at the Rule of 40 and asked the question “what if growth / profitability shouldn’t be treated equally in the Rule of 40?” This could be a 30% growth rate and 10% FCF margin.

Cloud 152

Cloud Metrics Subscription Payment Features 152

Clouded Judgement

NOVEMBER 3, 2023

Every week I’ll provide updates on the latest trends in cloud software companies. Follow along to stay up to date! Subscribe now Earnings Season Kicks Off Without Any Sign of Re-Acceleration Q3 earnings season kicked off in earnest this week, and it’s turning out to quite the volatile earnings season. ZoomInfo dropped ~20%.

Software Review 161

Software Review Cloud Software Azure 161

SaaStr

JANUARY 3, 2021

One question I struggled with a lot in the early days was what price points supported inside sales reps. It was clear to me that our freemium offering, priced at from $0 to $19/month, couldn’t really support a traditional inside sales team. But this is a minor case in my experience, though worth doing once you have the volume.

SMB 330

SMB Pricing Sales Metrics 330

SaaStr

DECEMBER 27, 2020

The multiples just don’t support it. Those of us who’ve been around a while think of New Relic as a freemium and almost SMB tool, but today 77% of their revenue comes from accounts greater than $100k. Today New Relic is worth more than 10x that, at $4.3B. An incredible streak. Slow growth means a low multiple.

Scale 291

Scale Outsourced Development SMB Cloud 291

Clouded Judgement

SEPTEMBER 22, 2023

Said another way - the Fed is telling us they plan to keep rates higher for longer. A strong economy can support higher rates (if we were heading to a recession / slowing economy we’d most likely see the Fed cut rates). This week was quite interesting. However, we saw the 10Y spike to 4.5%. So what’s going on?

Cloud 152

Cloud Revenue Software Metrics 152

SaaStr

DECEMBER 26, 2020

And so you start to get push back from your team on marketing budgets, on sales priorities, on support and success. “The small guys take too much time.” The startups I’m involved with that have happy SMB customers have much higher brand awareness around $10m in general than those that don’t. Probably more.

SMB 341

SMB Sales Hiring Marketing Enterprise 341

FastSpring

APRIL 4, 2024

In this episode of Growth Stage, we interview John, Chief Sales Officer of Demandbase , about his adventures solving exponential growth puzzles within organizations like Canva and others using both PLG and sales-led growth motions. What success looks like for using both together. I’m your host, David Vogelpohl.

Scale 122

Scale Sales Payment Methods Merchant Services 122

Clouded Judgement

JUNE 5, 2023

Quick Caveat - I’m no macro expert, but had fun putting together this post. Fiscal Policy Fiscal policy involves the use of government revenue collection (taxation) and expenditure (spending) to influence a country's economy. Very open to feedback! And when liquidity is sucked out, markets fall. In the U.S.,

Payment Services 169

Payment Services Cloud Government Banking 169

Intercom, Inc.

SEPTEMBER 9, 2022

In CX, neural networks will likely be used with more traditional machine learning methods to choose actions that provide the best interaction possible with the customer. I’m joined, as ever, by Intercom’s Chief Product Officer, Mr. In the past five years, we’ve seen neural network technology really take off into its own.

Artificial Intelligence 249

Artificial Intelligence Machine Learning AI Search AI 249

Intercom, Inc.

AUGUST 3, 2020

In the US, individuals who have recently lost their job or whose income has been impacted can apply for government benefits. Giving their clients an easy way to get support – via Intercom’s Business Messenger – is a key part of their solution. One shining example is Code for America. Here’s their story.

Government 211

Government Banking Development Scaling 211

Intercom, Inc.

JANUARY 14, 2021

Support tickets, chat threads, and conversations have plenty of information waiting to be distilled. Use it to make better product decisions. Do you want to kick us off by just giving us a bit of background on your career to date? When it comes to making something people want, Hubert Palan always does his homework.

Strategy 225

Strategy Scale Systems Review Technical Review 225

Intercom, Inc.

AUGUST 12, 2021

Voice is this last offline dataset,” he tells us. In this episode, Bobby Stapleton , our own Director of Customer Support, sat down with Dan to talk about delivering an integrated customer experience and how that can transform customer support from a cost center into a profit one. Could this trend be changing?

Revenue 223

Revenue Scale AI Search Customer Support 223

Clouded Judgement

JULY 28, 2023

” Said another way, their base case now appears to be soft landing vs recession. .” ” Said another way, their base case now appears to be soft landing vs recession. We did get a few more data points this week to support this. Subscribe now Busy week! ” Data is more important than ever!

Cloud 130

Cloud Azure AWS GCP(Google Cloud Platform) 130

SaaStr

JANUARY 15, 2021

If your product is so easy to use that you barely need sales people, why in the world would you need to charge for implementation? For support? I’m a SaaS company. And then, at the end, they sent us a Schedule for Services. Importantly, Qualtrics’ margins remain high so it’s not losing money on its services.

Revenue 295

Revenue Pricing Enterprise SaaS 295

Intercom, Inc.

NOVEMBER 17, 2021

Over the last few months, we’ve released updates that help you improve and measure your conversational support efforts, engage customers with multichannel transactional messaging and other customer engagement enhancements, and integrate the tools you use every day – including WhatsApp! ??. Conversational support.

Engagement 222

Engagement Mobile Metrics Investment 222

Clouded Judgement

MARCH 31, 2023

The majority of COGS (revenue less COGS = gross profit) fall in hosting costs (ie AWS), and some customer support. At the end of the day the end user doesn’t care if fancy AI is used, they just want more problems solved. If you want to use Notion AI, the cost is $16 / user / month. Follow along to stay up to date!

Cloud 130

Cloud Sales Hiring AI Headcount 130

Intercom, Inc.

NOVEMBER 3, 2022

Scaling a support team is challenging enough as it is. You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. For Natasha, the answer is a resounding yes.

Scale 206

Scale Software Outsourcing Services Sales Hiring 206

Intercom, Inc.

OCTOBER 13, 2022

For the past year, our product and engineering teams have been building game-changing features that will help you manage inbound support volume, make your work faster and easier, provide a high-quality customer experience, and help your customers get the most out of your product.

Banking 118

Banking Scale Machine Learning Artificial Intelligence 118

Intercom, Inc.

DECEMBER 22, 2022

Some of the highlights from the Winter report include: Intercom has been named a leader in all eight categories we play in, including Chatbots, Live Chat and Conversational Support. Our Best Usability award for the Digital Adoption Platform category is a new one for the trophy case. I love how easy Intercom is to use!

Software Review 118

Software Review Systems Review Communication Software 118

SaaStr

NOVEMBER 11, 2020

If their product is only good for simple use cases, that may well generate a whole flood of leads for you for more complex use cases. I note a whole bunch of announcement from the recent past : Salesforce is now competing with a whole ‘nother bunch of its top partners with its new High Velocity Sales Cloud.

Scale 233

Scale Cloud Startup Scaling 233

FastSpring

DECEMBER 7, 2023

“This is everyday for me, so I love talking about it,” says Carl Hargreaves about mergers and acquisitions. As the Director of Corporate Development & Strategic Partnerships at WP Engine , Carl has worked on many acquisitions and partnerships, including brands like Flywheel, Perfect Dashboard, Block Lab, and recently, Delicious Brains.

Software Review 128

Software Review Technical Review Development Team Review Branding 128

Intercom, Inc.

SEPTEMBER 3, 2020

Thomas Creighton De Farias: Thanks for joining us today on this special episode of Inside Intercom. we’ll be answering that by chatting with the people that make it happen: the R&D team members who take your feedback and turn it into the tools that you use. In London, we focus on improving our support solutions.

Mobile 212

Mobile Scale Underperforming Technical Team Engineering 212

Intercom, Inc.

DECEMBER 6, 2022

This means designing and framing workflows that help end users choose the channel that’s most convenient for them at any time, feel totally comfortable in the channel they’re using, and ensure an unbroken flow of communication should they choose to switch channel. “ This is the ninth post in a series exploring our product principles.

Artificial Intelligence 129

Artificial Intelligence Machine Learning Onboarding Communication 129

Buffer Resources

FEBRUARY 22, 2024

I’m a freelance writer who has used DMs to land client work, and I’m certainly not alone in this.   It’s little wonder that DMs get a bad rap, and most tend to shy away from sending them. If you haven’t already, create a list of people you want to connect with.

Social Media 105

Social Media Underperforming Technical Team Engagement B2B 105

Intercom, Inc.

SEPTEMBER 30, 2021

For Rebecca Egger, the CEO and co-founder of Little Otter , a mental health service designed for children, digital transformation will play a crucial role in scaling healthcare. That approach is already being rewarded and recognized – Rebecca was recently named on Inc Magazine’s influential Female Founders 100 list for 2021.

Scale 223

Scale Artificial Intelligence Healthcare Technical Review 223

Intercom, Inc.

AUGUST 18, 2022

When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software. But going into staff plus roles is another beast entirely. Today’s guest has been through just that. It was love at first click.

Engineering 204

Engineering Software Review Technical Review Development Team Review 204

Buffer Resources

APRIL 19, 2023

I loved getting to use my voice and story to help create a more inclusive world and started working on a strategic plan for turning my thought leadership into a business. But I never even considered that approach, and I’ve still managed to grow a thriving business in less than two years.

Outsourcing Services 97

Outsourcing Services Investment Social Media Revenue 97

Buffer Resources

APRIL 11, 2024

I started my career working in a nonprofit setting, and now I’m a fractional marketing director for nonprofits. ” This question is instinctual because few donors will readily give to support a software purchase. Think nonprofits and Silicon Valley startups have nothing in common? Think again.

Technical Review 107

Technical Review Startup Social Media Marketing 107

Buffer Resources

JANUARY 18, 2024

It’s not the first time I’ve tried out LinkedIn Premium — but it is the first time I’m approaching the platform’s paid subscription as a creator.  I love creating content on the platform, plus I’ve just launched a podcast for B2B marketers that I’m keen to, well, market.

Technical Review 103

Technical Review Systems Review Sales Recruiting AI Search 103

User Pilot

OCTOBER 15, 2023

A more limited definition includes all the project support activities, like creating documents and managing stakeholders, but no actual work on the deliverables, like writing code. SaaS product managers can use LOE to plan sprints and prioritize backlog items. Why is it important for project managers to track? Let’s dive in!

Management 105

Management Development Scaling Data 105

Andreessen Horowitz

MARCH 5, 2024

Senator Todd Young (R-IN) spoke with a16z General Partner Martin Casado at the American Dynamism Summit about the importance of open innovation and American leadership in AI, and why we need to support AI research at all levels — from the classroom to the war room. No cameras were present, as is typically the case in our hearings.

AI 86

AI Investment Artificial Intelligence Outsourced Development 86

Buffer Resources

FEBRUARY 10, 2023

It's fair to say that not many people grow up dreaming about working in customer support. Indeed, some see a customer support role as a stepping stone to something else or a short-term job in a break from college or Uni. First of all - why support? It's not the typical aspirational career path!

Technical Review 73

Technical Review Systems Review Customer Support Healthcare 73