Sales Hacker

OCTOBER 5, 2018

Sales onboarding – every company does it, but few do it as well as they’d like. According to a report from The Sales Management Association, 62% of companies consider themselves to be ineffective at onboarding. 4 Steps of Agile Onboarding. So what does an agile approach to sales onboarding look like?

Onboarding 90

Onboarding Sales Hiring Underperforming Technical Team Sales 90

Chart Mogul

DECEMBER 18, 2018

As we approach the end of 2018, I thought it would be a good time to take stock of the articles that resonated most with our audience. This list was compiled by looking at the articles with the most engagement across all of our SaaS Roundup newsletters in 2018, taking list growth into account. Is It Time to Rethink Freemium?

Growth Hacking 74

Growth Hacking SaaS Systems Review Pricing 74

Intercom, Inc.

MAY 18, 2018

We’ve since scaled to more than 35 in Dublin the past 2 years – and 110 globally in the first half of 2018. We now have an enablement team that has created really solid onboarding. We will continue to grow at lightning speed over the next few years. As we’ve scaled, we’ve expanded in size and into more specialised roles.

Strategy 222

Strategy Construction Customer Support Scaling 222

User Pilot

MAY 29, 2025

One popular example is Snapchat’s major redesign in 2018. Pro tip: Use progressive disclosure when onboarding mobile app users. Heres an example from Duolingos onboarding flow. Notice how it focuses on one action per screen: Duolingos onboarding flow. Deliver engaging mobile experiences with Userpilot.

Mobile 87

Mobile Underperforming Technical Team Software Review Systems Review 87

Incredo

JUNE 25, 2019

Dropbox’s annual revenue for 2018 amounted to $1.392 billion (25%+ more than in 2017). #4 million in 2018. #5 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). SurveyMonkey’s revenue amounted to $254.3

SaaS 236

SaaS Pricing Software Review Acquisition 236

Intercom, Inc.

JULY 16, 2019

Intercom is no different, and up until mid-2018, our incident response process had worked successfully. However, based on our experiences in mid-2018, we were particularly interested in solving for the more serious outages that would require a more formal incident management process.

Scale 215

Scale Technical Review Management Software Review 215

Sales Hacker

MARCH 5, 2019

These awards go to practitioners: people who not only did a fantastic job, but also elevated the sales profession through their behavior in 2018. The Sales Hacker Top 50 Award Categories for 2018 Are: Sales Development. Tinique’s sales onboarding is hailed by all her clients. The Sales Hacker Top 50 is different.

Sales Hiring 75

Sales Hiring Scale Sales Leadership 75

Intercom, Inc.

AUGUST 25, 2021

In 2018, we released a completely reimagined Business Messenger , a full-fledged “front desk for your website or app,” complete with a homepage and a library of embeddable apps. This mantra holds true whether it’s an onboarding flow, a nurture campaign, or any other type of customer message. Raising money to fuel our growth.

Scale 220

Scale Sales Hiring Branding Engagement 220

SaaStr

SEPTEMBER 29, 2023

For Lattice, you maybe onboarded the company, set them up with goals, and do 1-on-1s with a manager to go through a quarter and get feedback. When Lattice launched its engagement product in 2018, it had a humongous lift with almost double the quarterly booking rate overnight. What else exists chronologically in their day?

Scale 284

Scale Scaling Startup Sales Hiring 284

Intercom, Inc.

APRIL 6, 2022

Wayne Stewart, Atlassian’s Head of CSS Cloud Growth – DevOps & IT, led the support team at incident management platform Opsgenie before it was acquired by Atlassian in 2018. Atlassian boasts an impressive portfolio of products, including Trello, Opsgenie, Statuspage, and Jira, to name but a few.

Scale 230

Scale Scaling DevOps as a Service Communication 230

SaaStr

APRIL 5, 2024

When Sam was at Brex in 2018, the tech stack usually consisted of Salesforce, ZoomInfo, Gong, and Outreach. They want to know how quickly they can book a meeting or generate pipeline, not waste 3 weeks onboarding to a new sales tool. This hypergrowth platform raised $100M at a $1.6B valuation in a challenging fundraising environment.

Sales Hiring 235

Sales Hiring Scale Pricing SMB 235

Chart Mogul

MARCH 14, 2019

Onboarding emails meet churn indicators. Steph Knapp discusses how you can identify and use weaknesses to optimize your overall onboarding and customer engagement strategy. You may know Steph from her Zendesk Onboarding Email Breakdown featured in our 2018 SaaS Roundup summary. Let’s explore.

Churn 65

Churn Onboarding Engagement Strategy 65

Intercom, Inc.

NOVEMBER 12, 2018

Well structured and resourced onboarding, even if lightweight, can help to train your support staff to quickly and effectively address your customer’s needs. Some businesses need to rely on customer delight or speedy responses more than others but who you hire is crucial to the quality of the support you can offer.

Customer Support 245

Customer Support Communication Engagement Leadership 245

Totango

NOVEMBER 22, 2017

Customer Success Summit 2018 will not only cover the basics – best practices for onboarding, creating a robust customer health model, and implementing the right playbooks – but also delve into advanced learning and new technologies to enable a more effective and mature customer centric organization.

Customer Success 48

Customer Success Artificial Intelligence Machine Learning Innovation 48

Intercom, Inc.

DECEMBER 10, 2019

In 2018, our co-founder Des adopted a new internal mantra: “It’s all about market impact.”. Here’s a real example of this that our Onboarding team recently worked through. But we didn’t necessarily have full control of those outcomes, nor were we entirely able to predict them. As we scaled, that had to change.

Retention 281

Retention Scale Metrics Startup 281

BetterCloud

AUGUST 25, 2022

But as we continued to write about the importance of automating your onboarding process, we started to wonder how a zero-touch IT mindset addresses some of the biggest challenges in employee retention. Zero-touch onboarding enables a positive (and rare) onboarding experience. But why does it matter so much? Let’s take a look.

Onboarding 52

Onboarding Retention Underperforming Technical Team Software Engineering 52

Intercom, Inc.

OCTOBER 31, 2018

Here’s a deeper look at how some of customers are using Custom Bots to grow their businesses: OutSystems is using Custom Bots to drive 50% more engagement during onboarding. Prior to using Custom Bots, supporting these new customers and providing them with a personalized onboarding experience took a lot of time for Paulo’s team.

Scale 128

Scale Engagement Marketing Onboarding 128

Intercom, Inc.

JANUARY 10, 2019

On the heels of our 2018 retrospective, we decided to take a look at what product themes and technology are likely to define the year ahead. One of the big success stories for Intercom in 2018 was our app store. And I guess we just didn’t invest in onboarding as much as we might have. Short on time?

Scale 143

Scale Banking Technical Review Systems Review 143

Sales Hacker

MARCH 19, 2019

So this week, we’re sharing some of the runners-up: the folks who didn’t get a billion nominations, but who clearly crushed it in 2018. Anita came on as the first CRO of Voxy in 2018 and has since scaled the inside sales team both in the US and in their international offices. Shannon helped me win 2018 in a big way.

Scale 106

Scale Sales Hiring Development Team Review Sales 106

User Pilot

JULY 8, 2020

In this chart, for example, you can see that for March 2018 starters, a big retention problem occurs in month 6. That seems to be happening for more recent cohorts at around the same time: April 2018 cohort – month 4 is August. May 2018 cohort – month 3 is August. June 2018 cohort – month 3 is September.

Metrics 89

Metrics Churn Onboarding Retention 89

Intercom, Inc.

AUGUST 13, 2019

Mark Zuckerberg testified in front of the US Congress in early 2018. — Robert Stephens (@rstephens) August 9, 2018. To ensure that, we used this Kaizen-inspired process to develop guidelines and documentation around: Onboarding new people. Building tools leads to the broadest impact. Developing a career plan.

Underperforming Technical Team 223

Underperforming Technical Team New CTO CTO Hire Technology 223

Totango

OCTOBER 25, 2023

In 2018, when we began this journey, customer success focused on the company’s fastest-growing segment: digital services. Our primary goal is driving ARR, so clearly understanding the metrics across the journey, like onboarding, that directly impacts that goal is crucial.

Onboarding 113

Onboarding Customer Success Government Banking 113

Sales Hacker

DECEMBER 12, 2018

Sales training is ideally suited for onboarding new hires and getting them up to speed, but sales training alone can’t help to move the revenue dial. Sales enablement is not – or more accurately, is not only – about training and onboarding. reps need to understand the local rules and regulations. What sales enablement isn’t.

Sales Enablement 94

Sales Enablement Sales Hiring Sales Onboarding 94

Upscope

JANUARY 23, 2021

You can go slightly crazy figuring out how to onboard and train employees and customers on software because it requires swimming through lots of abbreviations like DAP, LMS, Internal KB, as well as help centre, customer knowledge base, and corporate Wiki. What training and onboarding problems does software create? What do they do? "In

Software Review 52

Software Review Onboarding Software Systems Review 52

Outseta

APRIL 9, 2018

By Geoff Roberts 3 min read This is the first company update we’ve published in 2018, so let’s start with the big picture; we’ve delivered our minimum viable product, have started charging our users, and are continuing to develop the platform based on user feedback. Improve the customer onboarding experience. What's next?

Acquisition 40

Acquisition Mobile Engagement Subscription 40

Outseta

AUGUST 31, 2018

By Geoff Roberts 5 min read With some vacation time now in our rearview we’re heading towards the home stretch of 2018, making it the perfect time to fill you in on what we’ve been up to at Outseta since our July company update. Here’s the latest and what’s to come. We now support Stripe as a payment gateway.

Payments 40

Payments Payment Solutions SaaS Payments Payment Methods 40

Intercom, Inc.

FEBRUARY 1, 2018

In 2018, we’re going to focus on the more typical demand gen functions. Adam: We’re speaking January 2018. 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. It’s what we spent most of 2017 building out.

Growth Marketing 174

Growth Marketing Scale Marketing Outsourcing Services 174

Baremetrics

MARCH 16, 2021

Trusted by top blockchain projects, QuikNode has launched over 3,000 nodes and has been helping advance the blockchain ecosystem since 2018. Background In 2017 and 2018, many new blockchain projects started offering their tokens for sale. Table of Contents. Building for the Evolving Internet For those who may not be familiar, Web 3.0

Blockchain 90

Blockchain Payment Solutions Artificial Intelligence Payment Services 90

CustomerSuccessBox

SEPTEMBER 7, 2021

1 Renewed focus on new customer onboarding. Like it is said, Retention starts at onboarding. CS teams are trying to make their onboarding simple yet perfect for their customers. CS teams now need to revisit their onboarding process to support the newer customers who have new needs. via GIPHY. #1

Customer Success 96

Customer Success Trends AI Innovation 96

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

The Angel VC

DECEMBER 12, 2018

Maria probably required at least three months of onboarding and training, and chances are that three months before Maria’s first day at your company you paid a recruiter (or incurred other types of recruiting expenses) to find her. Let’s say you’ve grown from $6M to $18M in ARR in 2018, perfectly in line with the T2D3 mantra.

Sales Recruiting 106

Sales Recruiting Sales Hiring SaaS Payments Scale 106

Chart Mogul

MAY 7, 2020

Onboarding a new member of your sales team is challenging on its own, but especially so when they have to call prospects out of the blue. A study conducted by the RAIN Group in 2018 found that “69% of buyers have accepted phone calls from new providers in the last 12 months.” Nobody likes cold calling. Simply put?

Sales Hiring 121

Sales Hiring Underperforming Technical Team Marketplace as a Service Headcount 121

ProfitWell

APRIL 1, 2019

Omnichannel Onboarding to Combat Customer Fade It’s easy to set out to pick up good habits, but it’s hard to stick with them. Using new software is the same way, which is why Appcues suggests adopting an omnichannel onboarding process to combat the slow fade. So let's get that bread and get to subscription. The Rundown In resources.

Onboarding 45

Onboarding AI Search Payment Features Subscription 45

Outseta

JULY 2, 2018

Onboarding Improvements We’ve rolled out a new onboarding process to make it easier for customers to get started off on the right foot. We also added a “Getting Started” checklist once you complete the initial account setup steps along with some calls-to-action to complete the most common onboarding actions.

Payments 40

Payments Payment Methods Payment Services SaaS Payments 40

Sales Hacker

MAY 30, 2019

I was expecting bolder moves from the large CRM players after SAP purchased CallidusCloud in January 2018. 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. Emerging players. Changing categories.

Scale 111

Scale Sales Hiring Forecasting Acquisition 111

Stax

FEBRUARY 15, 2024

According to the Pew Research Institute , in 2022, a whopping 41% of Americans said they don’t use cash at all for any of their weekly purchases—a significant jump from 29% in 2018. PayFacs also provide a streamlined onboarding experience, manage underwriting, and handle compliance for its sub-merchants.

Payment Services 88

Payment Services Merchant Services SaaS Payments Payment Methods 88

Intello

JULY 2, 2019

When Anais joined in 2018, she entered a company with skyrocketing scale and spectacular growth in revenue. Onboarding would need to be easy with everything else on her plate. Anais Farges, Head of IT at Instacart believes that the impact of Shadow IT and SaaS has on IT teams is only just beginning.

Management 75

Management SaaS Finance Trends 75