Intercom, Inc.

NOVEMBER 30, 2021

Powered by a modern business messenger , it scales your ability to answer more questions from more customers without increasing headcount, budget, or hours logged. Here’s an example of key goals and metrics to consider. So before you begin searching for specific tools, define your goals upfront.

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? In this article, we share three Customer Success trends to look out for in 2022: NRR becomes red hot (watch out). Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric. NRR is one of the top metrics CCOs need to know.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

SaaStr

SEPTEMBER 19, 2021

The Good News: It’s not Too Late for 2022 — but it’s close. With precise headcount and budget needs. When you think about this, you’ll usually see you’re already in the hole in terms of not having hired enough good sales reps for 2022. But that’s for suckers. I’ll Keep it Simple.

Sales Hiring 270

Sales Hiring Scale Headcount Acquisition 270

SaaStr

MARCH 7, 2023

A Look Back At 2022 Performance ICONIQ Growth leverages quarterly operating and financial data from 92 enterprise SaaS companies. It’s not a surprise or secret that 2022 was challenging, especially starting the year with 2021 growth expectations. It was a tough growth environment, but it feels like it’s changing in 2023.

Outsourcing Services 164

Outsourcing Services Scaling Venture Capital Forecasting 164

OPEXEngine

DECEMBER 13, 2022

SaaSco’s sales have slowed in the second half of 2022 selling to mid-sized enterprises. Companies with an equivalent commercial operation- sales headcount, marketing spend, and customer acquisition cost (CAC). Source: BenchmarkEngine™ 2022. Source: BenchmarkEngine™ 2022. SaaSco’s sales cycle is six to nine months. .

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

ChurnZero

NOVEMBER 18, 2022

According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. This is something that I’m doing with fractional headcount allocation. The pilot programs aren’t meant to be these big bells and whistles, not even after you launch an official full-time headcount on something.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

Point Nine Land

NOVEMBER 11, 2022

A simple framework that might help you with your 2023 planning With only six weeks left in 2022, I’d like to share some thoughts that might be useful for founders as they start to think about their budgets and plans for 2023. Most of the decisions you’ll have to make are based on leading indicators and incomplete data.

Sales Hiring 59

Sales Hiring Headcount Startup Churn 59

BetterCloud

FEBRUARY 22, 2023

But when it comes to measurement and metrics, there were some clear differences in the priorities of each. It makes a lot of sense, as SaaS stacks just keep getting larger—up to an average of 130 apps in 2022. The second-most important metric was mean time to resolution (MTTR), or how fast a ticket was resolved.

Headcount 52

Headcount Metrics Interviewing SaaS 52

Kellblog

NOVEMBER 23, 2022

This year that’s your 2022 forecast, which is your first through third quarter actuals combined with your fourth-quarter forecast. The first slide is focused on the ARR leaky bucket, metrics derived from ARR, and ARR-related product.ivity measures. Slide 1: The Leaky Bucket of ARR and Related Metrics. So, present context.

Technical Review 116

Technical Review Software Review Forecasting Churn 116

CustomerSuccessBox

DECEMBER 30, 2021

2021 has come to a close and we have a bright 2022 ahead for us. B2B SaaS companies are preparing for their final quarter sprint, determining metrics for the next quarter and year & working on Quarterly Business Reviews while also working on customer journey after the new year. 2) Customer Goals & KPIs for 2022.

Customer Success 52

Customer Success Finance Headcount Innovation 52

OPEXEngine

MARCH 9, 2022

Most companies track R&D as a % of revenue, and maybe a few metrics about activity, but few CFOs can answer the question of what’s the ROI on their R&D investment. For over a decade, we have been benchmarking R&D expenses and headcounts. Perhaps even more importantly, what are the levers for improving R&D ROI?

Software Review 59

Software Review Development Team Review Technical Review Outsourced Development 59

ChurnZero

DECEMBER 28, 2021

Too heavy of a focus on either metric has serious consequences for your business. Learn the nuances between these north-star metrics, the implications of their use on your team and business, and our recommendations on how to maximize their impact. How do I structure a budget for headcount?”. To 2022 and Beyond.

Sales Hiring 52

Sales Hiring Headcount Customer Success Outsourced Development 52

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. Is your technology helping keep your whole revenue team in sync on goals and metrics? 2021 and 2022 Salesforce Sales Leader to Follow; founder, consultant, author. What are the metrics you look at? Make them feel safe.

Scale 95

Scale Sales Hiring Sales Headcount 95

SaaStr

APRIL 20, 2022

Confluent has been one of the top Cloud IPOs of the past year or two, crossing a $10B market cap at a $500m run-rate and importantly, holding up well during the multiple compression we’ve seen in 2022. But they need the headcount to grow this quickly. #8. 5 Interesting Learnings: #1. Growth Accelerating on the Way to $1B ARR.

Scale 52

Scale Cloud Headcount Scaling 52

ChurnZero

DECEMBER 27, 2022

To help you sift through it all, we’ve put together a greatest-hits compilation of our most popular content and product releases of 2022. Top ten Customer Success resources of 2022. 5/ 2022 Customer Success leadership study. 6/ How to transform Customer Success into a profit center with metrics and forecasting.

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

Intercom, Inc.

MAY 25, 2022

Those customer interviews you did 6 months ago that informed the decisions you made for 2022? It’s May 2022. Des: As good as can be in the tech-pocalypse of 2022. You probably aren’t going to get all the headcount approved that you did. They’re quite probably outdated. It’s probably no longer accurate.

Sales Hiring 138

Sales Hiring Scale Interviewing Headcount 138

Unbounce

MARCH 30, 2023

It doesn’t just get you better results—it also speeds up mundane tasks, reduces the need for additional headcount, and lets you focus on the big picture. And as of 2022, 31% of marketers were already using AI to improve their bottom line. In fact, voice-recognition tech was already projected to become a key business channel in 2022.

AI Search 52

AI Search AI Artificial Intelligence Marketing 52

Intercom, Inc.

MAY 19, 2022

With the 2022 Customer Service Quality Benchmark Report , we wanted to look deeper than individual metrics. After all, while metrics help us measure the impact of our work, they only support a narrative. In the 2022 customer service quality benchmark report, our objective was to look deeper than individual metrics.

Benchmarks 104

Benchmarks Sales Hiring Scale Strategy 104

SaaStr

FEBRUARY 14, 2024

Do we own the metrics and the people? We all become new customer-oriented, so we say we’re focused on the existing base, but once the sales team becomes 30-40% of headcount, it tends to dominate every conversation. There were some data points in the study around engagement being a big metric for CSM, but that might not be right.

Customer Success 238

Customer Success Sales Hiring Scale AI 238

SaaStr

JULY 24, 2023

1 — 2022 Saw A Slowdown In Usage Growth, But 2023 Saw A Potential Bounce Back. Even with MongoDB’s epic growth, 2022 saw a big slowdown in usage growth. High NRR is magical, but NRR as a metric isn’t a GAAP metric. They kept the headcount kind of flat. It can be gamed a bit and is subject to interpretation.

Revenue 200

Revenue Scale Sales Hiring Cloud 200

Intercom, Inc.

JANUARY 20, 2022

Since then, in anticipation of Intercom’s R&D plan for 2022, we started looking at our internal cadence of productivity and kicked off a project to evaluate each process from ideation to shipping. This is our first episode of 2022. One of the things we sat down to do at the very end of last year was plan out 2022.

Underperforming Technical Team 249

Underperforming Technical Team Headcount Sales Hiring Scale 249

SmartKarrot

DECEMBER 18, 2020

1 More control over metrics to measure ROI. There are many metrics like customer satisfaction, net promoter score, etc., Metrics like how many tickets have been closed and how fast they were closed have been serving the tasks of measuring the customer service efforts. So, let’s look at those trends here. #1

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SmartKarrot

DECEMBER 18, 2020

1 More control over metrics to measure ROI. There are many metrics like customer satisfaction, net promoter score, etc., Metrics like how many tickets have been closed and how fast they were closed have been serving the tasks of measuring the customer service efforts. So, let’s look at those trends here. #1

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

Intercom, Inc.

NOVEMBER 30, 2022

And now we’re here in 2022 – rounds are down, prices are down, the entire cloud is down. and for sure, when someone called “ TOP ” in November 2022, they did the thing you really like to see VCs do when their founders are struggling. Our NRR correlates perfectly with their PM headcount growth. Healthy growth fixes all problems.

Engineering 151

Engineering Scale Business Sales Hiring 151

OPEXEngine

OCTOBER 6, 2022

BOSTON, October 6, 2022 – OPEXEngine, the world’s leading SaaS benchmarking platform, today marks its one-year anniversary as part of Bain & Company. New R&D benchmarking solution extends the rigor of OPEXEngine to this critical function for technology organizations, with 85+ of the most essential metrics. .

Technical Review 40

Technical Review Development Team Review Benchmarks Headcount 40

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Can you help me get that metric? Headcount is expensive.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Can you help me get that metric? Headcount is expensive.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

Chart Mogul

DECEMBER 22, 2021

And we know how important it is for you to be able to track your metrics on the move. They also have a VC feature that lets you track metrics for multiple ChartMogul accounts at once. Exclusion of transaction fees from metrics — added the ability to exclude transaction fees from your MRR and cash flow calculations.

Software Review 52

Software Review Systems Review Payment Features PayPal 52

Clouded Judgement

SEPTEMBER 19, 2023

If you don’t want to manage all of the infrastructure around Iceberg (plus allocating headcount to do this!) If you want your data platform to run like those at Netflix, Salesforce, Stripe, AirBNB and many others (i.e. object storage + Iceberg), then we believe that Tabular is the right platform for you!

Data 130

Data Government Scale GCP(Google Cloud Platform) 130

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. Customer retention came into sharp focus in 2023 and with it a new, balanced view relying on both NRR and GRR as key retention metrics. Expect more of this activity in 2024.

AI Search 109

AI Search Technical Review Technical Advisors ChatGPT 109