Intercom, Inc.

MARCH 28, 2018

Look no further than the 2017 edition of Mary Meeker’s Internet Trends Report. We specifically wanted to focus on the sign-up, trial and onboarding stages of our new customers’ journey, when they needed support the most. Customers in the test group stopped receiving real-time support after the purchase and onboarding stage.

Revenue 213

Revenue Customer Support Onboarding Operational efficiency. 213

Intercom, Inc.

AUGUST 25, 2021

This mantra holds true whether it’s an onboarding flow, a nurture campaign, or any other type of customer message. In 2016 and 2017, we took these talks on the road with the incredibly ambitious Inside Intercom World Tours , filling venues in more than a dozen cities with a stunning audiovisual experience.

Scale 220

Scale Sales Hiring Branding Engagement 220

Chart Mogul

JULY 20, 2017

Onboarding is critical here, and in certain cases it may be better to push for a product demo or sales call. Offering a free trial usually makes sense UNLESS you’re primarily targeting Enterprise businesses, or it’s just not possible to give a smooth self-service onboarding experience. Check out some examples of this below.

Pricing 75

Pricing B2B SaaS Business 75

Intercom, Inc.

AUGUST 6, 2019

Our engineering focused event, Building Intercom, at Vicar Street in Dublin, Ireland, November 2017. Onboarding. Onboarding is often treated as a one or two day interlude before we get to our “real” work. These are great opportunities for building our own engineering culture and fostering innovation in the wider community.

Software Review 166

Software Review Engineering Technical Review Interviewing 166

Intercom, Inc.

MARCH 15, 2018

That said, there’s a few things that really matter, and the thing that is most important, more important than literally anything else, is onboarding. Stripe has spent a lot of time trying to make our onboarding process as effective as possible. — Will Larson (@Lethain) December 29, 2017.

Engineering 214

Engineering Management DevOps as a Service Merchant Services 214

Incredo

JUNE 25, 2019

Dropbox’s annual revenue for 2018 amounted to $1.392 billion (25%+ more than in 2017). #4 When your software has simple features and is easy to use (doesn’t work when the features are complicated and you don’t provide a positive onboarding experience). 4 SurveyMonkey is an online tool to create surveys, polls, and quizzes.

SaaS 236

SaaS Pricing Software Review Acquisition 236

Blulogix

MAY 16, 2025

Maybe even macros from 2017. With the right middleware or platform-native integrations, you can automate everything from device onboarding to journal entry creation. Schedule a Demo Today Why Its Failing Why Its Failing Youre Still Using Spreadsheets for Billing Youve got sensors on freight containers across continents.

Payments 52

Payments SaaS Payments Payment Solutions Payment Services 52

Intercom, Inc.

NOVEMBER 20, 2018

According to a study conducted by Kayako in 2017, 79% of businesses have gone on record to say that offering live chat has had a positive effect on customer loyalty. Set your customers up for success with onboarding videos. So how can you deliver lightning-fast customer interactions while remaining personal at the same time?

Customer Support 146

Customer Support Business Social Media Engagement 146

Intercom, Inc.

FEBRUARY 25, 2019

At the start of 2017, we decided we were going to swing the other way and actually have small projects again. In 2017, back to small things. Third swing: hiring vs. onboarding. We had this situation where new people were onboarding new people. But we did slow down hiring a lot, and we refocused on onboarding.

Sales Hiring 160

Sales Hiring Scale Sales Recruiting Engineering 160

ChurnZero

OCTOBER 30, 2020

Automation Takes Over Product Onboarding and Adoption. Product-led onboarding and product adoption solutions will automate much of what CSMs do today. To clarify, Olson said he was referring to the more monotonous and mundane aspects of a CSM’s onboarding responsibilities. “We’ve It’s about onboarding.

Customer Success 93

Customer Success Technical Review Systems Review Compensation 93

Casey Accidental

OCTOBER 24, 2022

To be clear, this was a very successful strategy for Pinterest, and a dominant approach to new user activation, which is why so many growth teams have dedicated activation or onboarding teams that leverage techniques like this. But it only delays the inevitable complex product in the hope that users are better prepared for it.

Scale 139

Scale User Experience Underperforming Technical Team Marketplace as a Service 139

Intercom, Inc.

MAY 10, 2018

Adam: You wrote a great piece in 2017 outlining an economy where startups are getting cheaper to build but more expensive to grow. Adam: Favorite recent onboarding experience? That is an amazing onboarding experience. Fighting channel fatigue. Your core thesis was that virality is naturally a channel that is peaking.

Acquisition 224

Acquisition Marketplace as a Service Retention Startup 224

Intercom, Inc.

MARCH 22, 2018

You don’t have a huge pool of customers, so focusing on retention early may not be as impactful as moving up the funnel a little bit more and focusing on top-of-funnel conversion and activation and onboarding. Successful SaaS onboarding drives more than just acquisition, lifting both new and recurring revenue.

Marketplace as a Service 189

Marketplace as a Service Scale Payment Solutions Payment Services 189

BetterCloud

MARCH 25, 2021

According to Gartner, between 2017 and 2022, SaaS spending is expected to increase 241%. User lifecycle management: the importance of solid onboarding/offboarding. Employees who felt their onboarding was highly effective are 18x more likely to feel highly committed to their organization. Securing SaaS apps.

SaaS 98

SaaS Management Cloud Cybersecurity 98

Sales Hacker

APRIL 30, 2020

Do have an onboarding program built before interviewing. Your new employee will feel more valued from the very beginning if your onboarding program has actionable items before the start date. Data from Work Institute’s 2017 Retention Report estimates that replacing a worker can cost as much as 33% of that worker’s annual salary.

Sales Hiring 118

Sales Hiring Sales Recruiting Sales Underperforming Technical Team 118

Brian Balfour

JANUARY 24, 2019

In August 2017, a social quiz app aimed at teens and high schoolers named TBH (To Be Honest) skyrocketed to #1 in the app store in just a couple months. Facebook quickly acquired them for $100M in October 2017. Most launches create an incredible amount of head wind to growing and kills your chances for long term sustainable growth.

Retention 111

Retention Engineering Onboarding Data 111

Baremetrics

MARCH 16, 2021

Background In 2017 and 2018, many new blockchain projects started offering their tokens for sale. While blockchain technology was spearheaded by Bitcoin starting from 2008, using the technology for other applications became popularized around 2017. Table of Contents. is the third and most advanced generation of the Internet.

Blockchain 90

Blockchain Payment Solutions Artificial Intelligence Payment Services 90

Sales Hacker

DECEMBER 13, 2024

A $1B Acquisition with a Singular Leader for Both Sales and Customer Success In 2017, tech leader Vikas Bhambry found himself at a crossroads. Fit for larger deals: This strategy works best for mid-market and enterprise sales, where robust onboarding and implementation are critical.

Scale 108

Scale Sales Hiring Acquisition Customer Success 108

ChurnZero

SEPTEMBER 23, 2022

Between 2017 and 2022, the venture capital & principal trading market in the US grew at an annualized rate of more than 11%. A customer education program empowers new customers to learn before the onboarding process begins—some will even start before they sign the dotted line.

Education 98

Education Customer Success Venture Capital Churn 98

Neil Patel

SEPTEMBER 28, 2020

Onboarding and integration. At the beginning of your working relationship, your analytics partner should guide you through an onboarding process. Great onboarding sets the stage for future success, as it creates a solid foundation for your working relationship. You will also need to be onboarded to their analytics platform.

Technical Review 134

Technical Review Software Review Machine Learning Artificial Intelligence 134

SaaStr

APRIL 23, 2019

Anu: March of 2017. And also very fast onboarding. And that one was actually the toughest one to do, this really instant onboarding that we have. For example, never onboarding. So, we were like, “Hey, we need to make this onboarding more simple.” Henrique: Yeah. We launched it in June.

Sales Hiring 218

Sales Hiring Sales Recruiting Scale Payment Methods 218

Totango

SEPTEMBER 6, 2017

At Customer Success Summit 2017 , Sam Boonin, VP of Product Strategy at Zendesk, gave a keynote address where he pointed out that “relationships between businesses and consumers are complicated,” because what they want is different. Focused on Onboarding: Accepted that all features are not created equal or consumed at the same time.

Customer Success 84

Customer Success Investment Scale Underperforming Technical Team 84

Outseta

NOVEMBER 8, 2017

The onboarding experience is still pretty rough, but the product functionality is there. Yes, we have some apprehension about this but as Reid Hoffman, the Founder of Linkedin famously said, “If you’re not embarrassed by first version of your product, you’ve launched too late.”

SaaS Payments 40

SaaS Payments Payment Solutions Payment Services Payment Methods 40

Sales Hacker

MAY 30, 2019

Xactly , after being taken private in 2017, is aiming at federating Sales Performance Management with the purchase of AlignStar, Obero, and OpsPanda. In particular, most Content & Collaboration or Onboarding and Training applications are either built around a specific sales methodology or let you implement the solution around one.

Scale 111

Scale Sales Hiring Forecasting Acquisition 111

Andreessen Horowitz

MAY 7, 2024

Feature-Gated Onboarding For many products, users need to hit a specific “aha moment” for long-term retention. Products can force users to experience that aha moment early during the onboarding — significantly increasing the chance they will retain. One well-covered example of this is Snapchat’s aptly named “Streaks.”

AI Search 104

AI Search AI Retention Artificial Intelligence 104

InsightSquared

MAY 8, 2020

According to Smart Selling Tools , two-thirds of survey respondents in 2017 reported they spent less than $150/user/month on their sales stack. However, every new tool you add to your stack adds training and onboarding time to your reps’ calendars — time away from selling.

Technical Review 62

Technical Review Sales Innovation Technology 62

OpenView Labs

NOVEMBER 17, 2020

This phenomenon was highly evident in Apple’s 2017 apocalypse video , which gave us a satirical glimpse of what life would be like without Apple products. These scenarios include the onboarding process, in-app dialogs and different feedback screens. App onboarding process.

Branding 91

Branding Onboarding Communication User Experience 91

Sales Hacker

MARCH 1, 2018

Now you must worry about things like % hitting quota, onboarding, cycle time, and turnover, just to name a few. One of the most strategic sales teams for a large financial institution beat their 2017 sales goal by 20%. . The sales goal was nearly double that of the 2017 year. Diving deeper with an example.

VP of Engineering 111

VP of Engineering Underperforming Technical Team Sales Hiring Sales 111

User Pilot

APRIL 7, 2021

Source: Google Playtime EMEA 2017. Source: Google Playtime EMEA 2017. Cohorts are a useful tool for comparing various feature usage metrics to even onboarding and general metrics like logins and time in-app. They used a high-touch model with multiple onboarding emails from sales and customer success.

Engagement 92

Engagement Metrics Benchmarks Scale 92

yoursales

DECEMBER 19, 2022

Salesflare became one of the CRMs we tinker with way back in 2017. Sales Learning & Onboarding Back to the Start of the List & Table of Contents. Email Outreach Email outreach technology is used for sending email sequences to both prospects, testers, existing customers and for onboarding. Other Tools. April 11th 2016 ).

Scale 88

Scale Sales Recruiting Sales Outsourced Development 88

Intercom, Inc.

FEBRUARY 1, 2018

It’s what we spent most of 2017 building out. Adam: As someone who’s trying to show others how to get value out of a product, I’m sure you’re evaluating onboarding experiences in your personal life. Rachel: I love the onboarding for Headspace, which is this meditation app. Anything that sticks out recently?

Growth Marketing 174

Growth Marketing Scale Marketing Outsourcing Services 174

User Pilot

JULY 12, 2021

In-app experiences (such as native tooltips) help prevent churn by enhancing users’ primary and secondary onboarding experiences and steering them away from “negative” behaviors that may reduce product engagement. For example, we can see that 5% of the November 2017 cohort churned in March of 2018 (after four months of use).

Retention 98

Retention Technical Review Software Review Churn 98

User Pilot

JULY 19, 2021

They also help to reduce customer support demands by deploying self-serve customer support through resource centers , interactive walkthroughs , guides, and onboarding flows. For example, a customer engagement platform helps you to: Deploy onboarding flows when a new user signs up. – onboarding automation tools are what you need.

Engagement 98

Engagement Scale Onboarding Customer Support 98

Intercom, Inc.

JANUARY 10, 2019

That’s why we’re redesigning our onboarding process from the ground up , with the aim of personalizing the experience for every single Intercom customer. I think what happened was – with bots specifically, through 2016 and 2017 – a lot of it was on Facebook Messenger. To get inspired for the year ahead, we’re turning to books.

Scale 143

Scale Banking Technical Review Systems Review 143

Intercom, Inc.

JULY 25, 2018

— Daryl Ginn (@darylginn) February 27, 2017. Forgetting about new hire onboarding. Invest in your employee onboarding earlier than you think. When you start adding more and more features and begin to lose track of what you were building in the first place. pic.twitter.com/ciKsywxkXV. Be wary of misalignment.

Scaling 152

Scaling Startup Headcount Engineering 152

Sales Hacker

MAY 9, 2019

Plan Compensation for Onboarding and Training. Just to paint a picture for you, look at the range of salaries for an AE as of Mid 2017: Atlanta based AE. AE ($160k) and ½ a CSM ($120k/2) to prospect/win and onboard 20 deals/month at $25k ACV. Step 6: Plan Compensation for Onboarding and Training. Establish Role Levels.

Compensation 110

Compensation Sales Hiring Development Team Review Sales Recruiting 110

yoursales

JANUARY 28, 2022

Salesflare became one of the CRMs we tinker with back in 2017. Sales Learning & Onboarding. Charlie – The app that helps you make a killer impression on anyone you meet ( shut down in October 2017 : reasons ). Rainking ( Acquired by DiscoverOrg August 2017 ). Xvoyant - The Most Effective Way to Coach.

Scale 113

Scale Payment Methods Payment Solutions Sales Recruiting 113