Intercom, Inc.

MAY 19, 2022

With the 2022 Customer Service Quality Benchmark Report , we wanted to look deeper than individual metrics. Using bots to triage conversations or solve simple queries frees your team to focus on more complex issues and allows you to scale without adding headcount. If you enjoy our discussion, check out more episodes of our podcast.

Benchmarks 104

Benchmarks Sales Hiring Scale Strategy 104

Andreessen Horowitz

MARCH 21, 2024

On a much smaller scale, we’ve also started to see some leaders deploying their genAI budget against headcount savings, particularly in customer service. In 2024, however, many leaders are reallocating that spend to more permanent software line items; fewer than a quarter reported that genAI spend will come from innovation budgets this year.

Generative AI 145

Generative AI AI Enterprise Artificial Intelligence 145

OPEXEngine

OCTOBER 6, 2022

OPEXEngine, a worldwide leader in SaaS benchmarking, celebrates 1 year anniversary as part of Bain & Company with the release of its “BenchmarkEngine 2023” platform . BOSTON, October 6, 2022 – OPEXEngine, the world’s leading SaaS benchmarking platform, today marks its one-year anniversary as part of Bain & Company.

Technical Review 40

Technical Review Development Team Review Benchmarks Headcount 40

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. Why NRR benchmarks are dangerous. Be prepared to be benchmarked.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

Sales Hacker

APRIL 29, 2021

In candid workflow interviews with reps from companies spanning the spectrum, we continue to hear why they hesitate to use the content that has been created for them. The size of your company and the volume of content you must produce each quarter will determine the headcount needed on your team. Content Management. Content Analysis.

Scale 103

Scale Sales Hiring Sales Headcount 103

Kellblog

JANUARY 2, 2024

Per LinkedIn , headcount is up 240% over the past two years. Some see Andreessen’s manifesto as visionary, others as self-serving , but it’s well worth reading as is this Stratechery interview. See this amazing interview with Jensen Huang and Ilya Sutskever, in particular the part where Ilya presents his detective novel analogy.

AI Search 108

AI Search Technical Review Technical Advisors ChatGPT 108

OpenView Labs

JUNE 10, 2019

We’ve compiled our favorite articles, advice, podcasts and interviews in this guide. Read on for more insights from OpenView’s interviews with product experts. Check out this article, which summarizes the four key insights of the 2017 Benchmarking Report for Customer Success and Product Management Alignment. Podcasts.

Management 55

Management SaaS Scale Sales Recruiting 55