Clouded Judgement

APRIL 6, 2023

First - some data on the magnitude of the slowdown. If we look at the net new ARR companies added in Q4 ‘22 vs Q4 ‘21 (we just wrapped up Q4 ‘22 earnings season and have that data), it paints a pretty bleak picture. That’s a big difference, especially when you layer in the growth in headcount from 2021 to 2022.

Cloud 130

Cloud Headcount Subscription Payment Features 130

SaaStr

MARCH 6, 2023

Automating tasks like data entry and providing tools that track buyer activity is simple and effective. Furthermore, sellers must adopt a data-driven mindset to become predictable producers. The managers of the future leverage technology, ingest data to inform actions, and effectuate positive changes in their teams.

Innovation 215

Innovation Sales Hiring B2B Strategy 215

ChurnZero

JANUARY 11, 2024

Most company budgets that earmark dollars for customer success intend for it to go towards headcount. ChurnZero refers to that portion of the budget as the “non-headcount budget.” 2023 non-headcount customer success budgets as a percentage of revenue: Most non-headcount customer success budgets range from 0.08% of revenue to 0.2%

Headcount 52

Headcount SaaS Leadership Benchmarks 52

SaaStr

MARCH 7, 2023

Many companies got sucked into the 2021 vortex of a low-interest rate environment and high multiples when they should have focused on growth and efficiency. PST, to unveil the data behind effective scaling. It’s not a surprise or secret that 2022 was challenging, especially starting the year with 2021 growth expectations.

Outsourcing Services 159

Outsourcing Services Scaling Venture Capital Forecasting 159

Chart Mogul

DECEMBER 22, 2021

What’s new in ChartMogul in 2021? Importing your billing systems data into ChartMogul has never been as easy as it is now. With just 1-click you are now able to import data from 22 integrations that we and our partners maintain. Recurly — optimized the performance of historical data imports. So let’s dive in.

Software Review 52

Software Review Systems Review Payment Features PayPal 52

Intercom, Inc.

DECEMBER 10, 2021

While the National Retail Federation predicts holiday spending in 2021 will be the highest on record, 77% of shoppers surveyed worry they’ll have issues buying gifts online this year. What to do: Increase your efficiency without increasing headcount using bots and automation. customer service workers in November 2021.

Headcount 195

Headcount Customer Support Scale AI 195

Intercom, Inc.

NOVEMBER 11, 2020

Not only are support leaders already benefiting from conversational support, they also plan to invest more in its capabilities – including proactive support, chatbots, and automation – in 2021. In the report, we explore the key five trends that are shaping and redefining customer support today (and are set to accelerate in 2021).

Headcount 145

Headcount B2C Customer Support Trends 145

SaaStr

SEPTEMBER 17, 2021

Vimeo just hired their first sales rep 3 years ago to spearhead $20k+ deals … and now they have 100 reps, and are on track to double that headcount. The Key to Upgrades to Enterprise and from Free-to-Paid in Self-Service at Scale is Data. And come here from Anjali LIVE at 2021 SaaStr Annual!! My Top 10 Learnings: #1.

Enterprise 218

Enterprise Scale Sales Hiring Headcount 218

SaaStr

MARCH 15, 2024

There’s a tendency to get lost in the data and think the answers lie there. In 2021, revenue per employee was around 80k to 100k. Do you see massive disruption in workforces and marketing headcounts shrinking because of AI? “I’m The two of them together own their metrics, and on free, it’s 100% MAU. It doesn’t. Times were good.

AI Search 212

AI Search SaaS Advertising Sales Hiring 212

CustomerSuccessBox

DECEMBER 3, 2021

However, if you do your homework and show quantitative data demonstrating CS contribution it will become easy. You may find yourself protecting your headcount, rooting for investments you want in tech, and giving suggestions for new product features. 5 Data points to get your Capacity Planning and CS Budget approved.

Customer Success 52

Customer Success Data Technical Review Headcount 52

ChurnZero

DECEMBER 28, 2021

Leading the way, Google released their Year in Search for 2021. Who would have thought that 2021 would be the year the world searched for “y2k” more than ever before? Here’s ChurnZero’s greatest hits compilation of our top content, milestones, and happenings from 2021. Top 10 Articles from 2021. Other Noteworthy News.

Sales Hiring 52

Sales Hiring Headcount Customer Success Outsourced Development 52

CustomerSuccessBox

DECEMBER 30, 2021

2021 has come to a close and we have a bright 2022 ahead for us. So with the end of the year checklist for customer success for the year 2021, we keep customers first and then the capacity planning, budgeting, and other really scary stuff. Start your financial model as soon as you have the data to back it. 1) Customer review.

Customer Success 52

Customer Success Finance Headcount Innovation 52

Intercom, Inc.

JUNE 1, 2021

In a commissioned study by Forrester Consulting on behalf of Intercom undertaken in April 2021, Drive Conversational Experiences for a Future-Ready Customer Support Strategy , we learned that only 37% of support leaders and decision-makers are satisfied with their organization’s current digital channels and solutions.

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

OpenView Labs

MAY 24, 2021

Product-led growth (PLG) has emerged as the buzzword of 2021. Tomasz Tunguz predicted that in 2021, “product-led growth becomes the standard GTM for software and infrastructure companies.” Please consider participating in our 2021 Financial and Operating Benchmarks Survey —now open! DigitalOcean (2.2)

Scale 98

Scale Headcount Sales Hiring Benchmarks 98

OPEXEngine

OCTOBER 7, 2020

The 2021 planning process is kicking off or already underway at most companies. In Q4, we are all analyzing what changes are permanent, what was temporary, and how to come out of this better positioned than before, as we set the plan for 2021. Key changes that jumped out of the data are as follows. Q1 average EBITDA was -13.2%

Trends 96

Trends Technical Review Headcount SaaS 96

Intercom, Inc.

SEPTEMBER 8, 2021

According to a commissioned study conducted by Forrester Consulting on behalf of Intercom in April 2021, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , 59% of support leaders and decision makers find a lack of proactive support to be a barrier to conversational support at scale. Here’s how they’re doing it.

Scale 237

Scale Headcount Mobile Communication 237

Sales Hacker

JUNE 16, 2021

Conversational intelligence tools use data collected from transcribed calls to identify what phrases or words work best with potential buyers. Startup hurdle: headcount. The benefits to the whole GTM team of expanding the number data points this tool provides. Conversational intelligence software. SMB hurdle: buy-in.

Sales Enablement 100

Sales Enablement Scale Sales Hiring Technical Review 100

ChurnZero

MAY 17, 2022

The company plans on doubling its headcount in 2022. ” ChurnZero’s recent accolades and acknowledgments include: APPEALIE Awards: Abby Hammer , ChurnZero chief customer officer and head of products, was named a 2021-2022 SaaS Leader by APPEALIE , a software leadership award honoring top marketing and customer success executives.

Marketplace as a Service 98

Marketplace as a Service Technical Review Headcount Software Review 98

OpenView Labs

FEBRUARY 3, 2022

Despite how important it is to properly understand CAC payback , our data shows that companies consistently underestimate this number. Despite disparities in reporting, self-reported data on CAC payback does reveal a clear trend: The fastest growing SaaS companies report a median CAC payback period of only 8 months.

Headcount 73

Headcount SaaS Compensation Acquisition 73

Sales Hacker

MARCH 1, 2024

What you’ll get at ELG Con: Case studies from companies like Data, Cloudera, and more. Through these channels, you gain more valuable first-party data about customers and prospects to inform content and product decisions. Owned media generates first-party customer data. Early-bird tickets expire next week.

VP of Engineering 71

VP of Engineering Scale SaaS AI Search 71

BetterCloud

DECEMBER 2, 2021

To compound this unique onboarding challenge, they needed to maintain processes for both sides of the business and comply with the many healthcare compliance requirements and secure its intellectual property and patient data. They also must ensure that data is stored in as few locations as possible.

compliance 59

compliance Healthcare Headcount Onboarding 59

ChurnZero

MAY 17, 2022

The company plans on doubling its headcount in 2022. ” ChurnZero’s recent accolades and acknowledgments include: APPEALIE Awards: Abby Hammer , ChurnZero chief customer officer and head of products, was named a 2021-2022 SaaS Leader by APPEALIE , a software leadership award honoring top marketing and customer success executives.

Marketplace as a Service 52

Marketplace as a Service Technical Review Headcount Software Review 52

SaaStr

JUNE 7, 2021

As we gear up for SaaStr Annual 2021 in the SF Bay Area , we wanted to take a look back at some of our most iconic speakers and sessions from over the year, that we can still learn from today. And if you haven’t heard: SaaStr Annual will be back in 2021 in SF Bay Area , better than ever! We have our newer products. Peter : No, no.

Sales Hiring 328

Sales Hiring Underperforming Technical Team SaaS Headcount 328

Kellblog

FEBRUARY 6, 2021

This post was prompted by feedback to the last prediction in my 2021 annual predictions post, The Rebirth of Planning and Enterprise Performance Management. This company offers a web-based tool that appears to layer atop spreadsheets, using them as a data source to build reports, dashboards and apps. Excerpt: EPM 1.0 ” Love it.

Finance 87

Finance Forecasting Software Review Systems Review 87

The SaaS Garage

JULY 28, 2021

SAN FRANCISCO, July 28, 2021 ( TechCrunch ) — Contentful , this morning announced a $175 million Series F round of capital, led by Tiger Global, valuing the unicorn at around $3 billion. Contentful has a handful of core APIs that allow for reading and writing content to its data buckets and making content available at the right time.

API abstraction (application programming interface 52

API abstraction (application programming interface Payment Solutions Payment Services Payment Methods 52

Sales Hacker

SEPTEMBER 2, 2023

Next highest priorities would be intent data (prefer 6Ssense), forecasting (Clari, Outreach, Gong), and content repository (Highspot). Here’s what we use: CRM (SFDC), Sales Acceleration (SalesLoft), Forecasting (SalesLoft), Conversation Intelligence (Gong), Data (custom in-house), Automation (Momentum). 1) Data/insights often lack.

AI 79

AI Revenue Scale ChatGPT 79

OPEXEngine

OCTOBER 6, 2022

Powerful integrated dashboards make it easy to create board-ready slides without spreadsheets, data downloads, or additional applications. . Enhanced service with tailored benchmark models for go-to-market, cost management, and headcount analytics.

Technical Review 40

Technical Review Development Team Review Benchmarks Headcount 40

Intercom, Inc.

AUGUST 24, 2021

There’s also no easy way to track, search, and leverage the data from those conversations, so useful information gets lost as soon as the call ends. It may seem like an impossible conundrum, but luckily you don’t need to add headcount just to keep up with an expanding inbox. Where are the pain points?

Scale 129

Scale Customer Support Scaling Headcount 129

OpenView Labs

JUNE 3, 2021

Note: This post was originally published in January 2016 and was updated in June 2021. Related read: 5 Major Product Marketing Trends to Watch In 2021. For example: Product managers are responsible for requirements, while product marketers deliver data sheets, white papers, web content, etc.). Engineering manages IT.

Product Marketing 93

Product Marketing Sales Hiring Startup Scale 93

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

Unbounce

MAY 16, 2023

Things like analyzing data sets, amalgamating large quantities of information or data, calculating large sums and probabilities… that sorta stuff. million in 2021, expected to grow to $12 billion by 2031 —which means we’re gonna see a lot more AI for platforms like Facebook and LinkedIn over the coming years. Target social ads.

Social Media 52

Social Media AI Artificial Intelligence Headcount 52

Intercom, Inc.

JULY 29, 2021

Rather, everything is an iterative process of building the service, rolling it out to users and keep improving it as you get new data and feedback. So your goals in terms of headcount remained stable from pre-pandemic to post-pandemic? Kieron: Interesting that you talked about the data points. Kieron: Interesting.

Sales Hiring 223

Sales Hiring Scale Sales Recruiting Underperforming Technical Team 223

Sales Hacker

JUNE 16, 2022

Even if you don’t control the headcount and even if layoffs come later, help them find a new role. While that poses a number of challenges, it’s also an opportunity for revenue leaders to look at systems, processes, data, and tech to make sure you’re investing your time and energy as efficiently as possible. Make them feel safe.

Scale 91

Scale Sales Hiring Sales Headcount 91

Kellblog

JANUARY 2, 2024

PE software acquisitions were at roughly pre-pandemic levels in the first three quarters of 2023, though still well below 2021 and 2022 highs. Data notebooks as the data app platform. Per LinkedIn , headcount is up 240% over the past two years. They support a wide variety of use-cases that go well beyond data apps.

AI Search 108

AI Search Technical Review Technical Advisors ChatGPT 108

SmartKarrot

DECEMBER 18, 2020

So, to stay ahead of the curve, it is worth having a look at the latest trends in customer service that are going to hit the road in the year 2021. 3 Proactive customer engagement is going to be the top priority for the year 2021. Customer service technology trends have shown that year 2021 would bring more investment into this. #5

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SmartKarrot

DECEMBER 18, 2020

So, to stay ahead of the curve, it is worth having a look at the latest trends in customer service that are going to hit the road in the year 2021. 3 Proactive customer engagement is going to be the top priority for the year 2021. Customer service technology trends have shown that year 2021 would bring more investment into this. #5

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

ChurnZero

OCTOBER 15, 2021

During one of our BIG RYG Hyper-Workshops on budgeting for Customer Success headcount, Kristen Hayer of The Success League, framed this shift by explaining that as a CS leader, you’re not running a happiness team, you’re running a revenue team. BIG RYG is going virtual for its second year on November 18, 2021.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97