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Later’s Farhan Virji on adapting B2C support strategies for B2B teams

Intercom, Inc.

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. 3 B2C support trends and lessons learned.

B2C 118
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Why Getting Prince Harry to Join BetterUp Was Smart

SaaStr

Q: What are your thoughts about Prince Harry’s new job as Chief Impact officer at BetterUp (startup)? You need to build on that leadership, that unicorn valuation — and that brand. Brands matter in SaaS and B2B as well as B2C. It’s a space that used to seem niche and sleepy but has exploded the last few years.

Scale 220
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The Top Things Founders Get Wrong When They Start a SaaS Company

SaaStr

Dear SaaStr: What do startup founders typically get wrong when starting a business? More here: Planning to Do a SaaS Startup? B2B folks want to do B2C. There are probably 10–100 other startups with the same idea. My list: Not committing to 24 months upfront to getting to Real Revenues and a Minimum Sellable Product.

SMB 232
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The Top 5 Things Everyone Should Know Before Starting a SaaS Company

SaaStr

This isn’t B2C and virality won’t accelerate the process. If you can’t do the time, don’t do the startup. True in B2C too of course. The top 5, with links to the related posts: It may well take 24 months to get to true product-market fit and Initial Traction. If you budget any less, you probably will fail.

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10 Learnings Scaling from Consumer to SMB to Enterprise with Grammarly’s Head of Organizations Revenue Dorian Stone (Podcast 520 + Video)

SaaStr

Build the baseline by checking leadership assumptions. For example, around two years back, Grammarly Business launched its first outbound campaign led by their B2C teammates. Scaling up to Enterprise and B2B offerings differs completely from B2C operations. Enter your email below for the latest SaaStr updates.

Scale 209
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2021 in conversation: Learnings from the podcast

Intercom, Inc.

Throughout the year, we’ve talked to business leaders, experts, and pioneers about all kinds of topics: from creating world-class customer experiences to the challenges of running a business during the pandemic, from being an ally and addressing gaps in diversity to building technical leadership careers. Climbing the leadership ladder.

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How to increase net revenue retention with Customer Success qualified leads (CSQLs) and strategic operations

ChurnZero

Q: Is there a difference in CSQL growth with B2B and B2C customers? There’s starting to be this sense of maybe we need Customer Success for B2C. My p ersonal professional opi nion is that most B2C companies don’t actually require much in the way of Customer Success unless they’re B2B2C.

Scale 97