Intercom, Inc.

DECEMBER 8, 2020

But with so much data to consider, how can you define the help desk metrics that matter for your team? This can empower teams to take strategic action to improve their overall support experience for customers. When reviewing this metric, remember to consider the nature of the conversations being held. First response time.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

FastSpring

JANUARY 31, 2023

payment processing, gathering and remitting taxes, and subscription management) and what additional software you’ll need to add to your tech stack. Finally, we share several customer reviews and case studies for each solution. Plus, using multiple payment gateways solves most failed payment issues that are due to network errors.

Payment Services 136

Payment Services Payment Methods Merchant Services Payment Features 136

OPEXEngine

MARCH 9, 2022

How can Finance and Engineering management work together to diagnose weak areas, and shift R&D resources to produce better outcomes for the company? For over a decade, we have been benchmarking R&D expenses and headcounts. We set the stage for the conversation by sharing OPEXEngine benchmarks for R&D spend.

Software Review 59

Software Review Development Team Review Technical Review Outsourced Development 59

Intercom, Inc.

MAY 19, 2022

With the 2022 Customer Service Quality Benchmark Report , we wanted to look deeper than individual metrics. Here are a few key takeaways: An Internal Quality Score offers a more holistic view of an agent’s strengths and opportunities for growth and helps organizations gain insight into their teams’ work.

Benchmarks 104

Benchmarks Sales Hiring Scale Strategy 104

Sales Hacker

NOVEMBER 14, 2019

At the forefront of this change is what we at Engagio call, Account-Based Everything (ABE), some people know it as Account-Based Sales Development (ABSD), and others call it Account-Based Marketing (ABM). We’re going to look at what data you need to develop an account targeting strategy and where to get that data.

Underperforming Technical Team 58

Underperforming Technical Team Technical Review Data Development Team Review 58

ChurnZero

OCTOBER 15, 2021

They reviewed all our contracts. From an investor standpoint, a qualifying metric means I don’t care what the rest of your company looks like, I don’t care how excited I am about your people or your technology, I don’t care if you’re growing 5x, if your NRR is not right, you’re disqualified.” – You Mon Tsang, CEO at ChurnZero.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

OpenView Labs

SEPTEMBER 3, 2020

It’s especially important in the tech industry where competition for the best and brightest is fierce. Culture helps a company define itself, attract the right team members and customers, and differentiate in the marketplace. It’s the “why” behind the mission and the glue that holds everyone together in good times and bad.

Scale 98

Scale Scaling Underperforming Technical Team Company Culture 98