Intercom, Inc.

DECEMBER 21, 2021

We continued to adjust to working from home , and our company culture evolved accordingly. I’m in awe of any support team that has been able to keep their heads above water, never mind support and delight thousands of customers at internet scale. Niamh O’Connor , Brand Editor. Sharing Intercom’s Values.

Technical Review 196

Technical Review Scale Innovation Company Culture 196

SaaStr

MARCH 29, 2023

When starting and scaling a company, it’s important to keep returning to what makes you unique. Brand: Representation of your offerings and business. When you leverage a combination of these, you can break through to become a $100M company. Channel: How your offerings are delivered to customers and users.

Sales Hiring 181

Sales Hiring Scale Strategy Metrics 181

SaaStr

MARCH 5, 2022

Starting with his time as an investment banker and later working in SaaS, Yancey Spruill, CEO at DigitalOcean , watched venture capitalists invest in seemingly strong companies, only to sell them off. Process is a friend, not a foe, in order to scale. With scale comes complexity, and complexity requires clarity.

Startup 252

Startup Leadership Innovation Scaling 252

Intercom, Inc.

FEBRUARY 25, 2021

Then, you need to arrange your customers into groups or personas according to their pain points, their needs, the ways they interact with your brand. This is Scale, Intercom’s podcast series on driving business growth through customer relationships. Annette: I think it starts with the company culture to begin with.

Scale 211

Scale Consulting Interviewing Customer Support 211

SaaStr

MARCH 18, 2019

Scaling the company’s employee base, sales teams, marketing, and operations—all while preserving its culture—has required a laser focus on first principles, smart processes, and effective hiring. Here’s what Claire talks about: How to avoid trapdoor decisions when scaling. Lessons for scaling high-growth organizations.

Scale 115

Scale Payment Services Payment Methods Sales Hiring 115

ChurnZero

JANUARY 20, 2022

As a Customer Success leader, you know you should invest more time and resources into planning and executing the long-term initiatives your team needs to scale. Rod Cherkas, CEO of HelloCCO, joined us for a webinar to share his approach to ensure your Customer Success team stays ahead of your company’s growth. Q&A Recap.

Scale 52

Scale Sales Hiring Scaling Sales 52

SaaStr

JUNE 24, 2022

Until your brand is so big your product sells itself, move on from reps who can’t sell your product. Someone with only one or two years of experience at a big brand can’t make the cut. If your marketing and outbound are working, your win rates should go down as your company scales. A manager is not enough.

Sales Recruiting 214

Sales Recruiting Sales Hiring Scale Customer Success 214

Buffer Resources

SEPTEMBER 11, 2023

This is your street credibility and personal brand all rolled into one. Thanks to that hard work and consistency, I've established a personal brand grounded in credibility and respect, and grown my follower count to 45,000. Now, keep in mind that I’m a solo consultant and not affiliated with any specific company.

Sales Recruiting 129

Sales Recruiting Sales Hiring Scale Social Media 129

SaaStr

MAY 31, 2021

I need more help to scale sales, to build the relationships, and to do the cookie-cutter parts. Brand, Brand, Brand. If You Have It — Protect It. You have to have been doing it a while to understand the power of brand. Trusted, proven brands are highly defensible.

Sales Recruiting 324

Sales Recruiting Sales Hiring Scale Branding 324

SaaStr

JUNE 27, 2020

Hiring a “VP” of Sales before you have 2 scaled reps and a repeating process. Those companies are way, way too big. And, most importantly, infinitely stronger brands. Hiring a brand marketing firm. Sales: Hiring any reps you wouldn’t buy from yourself. This never works out in the early days. More on that here.

Sales Hiring 363

Sales Hiring Scale Startup Marketing 363

Intercom, Inc.

JULY 24, 2018

I joined intercom remotely two years ago as the first person in Sydney, and since then we have scaled the APAC team (lovingly referred to as the APAC Alliance) to almost 20 people across 4 countries. Due to our rapid growth, we needed to scale the team remotely before opening an office.

Sales Hiring 149

Sales Hiring Company Culture Scale Customer Support 149

SaaStr

JUNE 14, 2023

At SaaStr Europa, UiPath’s Dines shared five insights from growing a company from nothing, so other founders can learn what it takes to scale a SaaS startup to $1B+ ARR. The BPO company used a competitor but wanted easy-to-use software to create process automation, so they called Dines up in Romania.

Scale 208

Scale Artificial Intelligence Technical Review Software Review 208

Totango

MARCH 4, 2022

Differences include: B2B customers often have more complex customer service issues than consumer customers, due to factors such as the size of their organizations, the number of departments and personnel involved, the size of their customer base and the scale of their technology usage. Place Customers at the Forefront Internally.

B2B 91

B2B Customer Success Technical Review B2C 91

Totango

SEPTEMBER 14, 2021

Here we’ll focus on five of the top factors which shape clients’ experience of your brand. When customers contact your brand, they want to know that your representatives care about their concerns. Training your employees in best practices can help nurture a more empathetic company culture.

Retention 88

Retention Technology Company Culture Branding 88

Scytale

DECEMBER 5, 2023

That’s a powerful advantage you have, which is especially useful for startups looking to build their brand and break into new markets. Protect your Brand Reputation Protect your brand’s reputation through SOC 2 compliance. Some companies never recover from the reputational damage of a serious breach.

compliance 52

compliance Scale Software Review Technical Review 52

SaaStr

FEBRUARY 25, 2020

Scaling companies that need insight can get it easily with the help of a specialized platform that guides them through all the necessary and applicable sales tax obligations and processes. . Leverage automation to support scaling. “But with AutoFile, we’ve scaled to doing taxes in 40+ states.”

Merchant Services 169

Merchant Services Scale Technical Review Sales Hiring 169

SaaStr

APRIL 20, 2022

One challenge Twilio faced was balancing the scaling efforts of the organization and building a world-class team to support their growth ambitions—in a virtual environment. Little gestures of gratitude and intention will go a long way in creating a tremendous culture of success.” Implement systems to attract great talent.

Sales Hiring 215

Sales Hiring Scale Retention Sales 215

SaaStr

APRIL 16, 2020

* How does Carolyn think startups and larger companies can replace the leads that are lost from having no events in a COVID-19 world? How does PagerDuty think about brand marketing? What are the challenges with brand marketing? How does PagerDuty gain a sense of company morale at scale? What tools do they use? *

Scale 177

Scale Underperforming Technical Team Leadership Branding 177

Intercom, Inc.

APRIL 29, 2021

Just ask any content marketer – they would rather have the resources and the time to focus on both, because to build a strong marketing brand, you need an approach that covers both the awareness and the acquisition. That’s why, if you want to build a brand that stands out from the crowd, you need to be open to experimentation.

Content Marketing 118

Content Marketing Innovation Scale Marketing 118

OpenView Labs

APRIL 6, 2021

A robust, vibrant, living company culture needs strong feedback loops. Colocation, pizza, bowling nights, and escape rooms as a way to get to know people no longer scale. Colocation, pizza, bowling nights, and escape rooms as a way to get to know people no longer scale. One of the best ways to do this? How does NPS work?

Scale 53

Scale Company Culture Sales Hiring Systems Review 53

Intercom, Inc.

APRIL 6, 2020

“All behavior – good and bad – can scale” If there’s one person at Intercom who is synonymous with distilling actionable product insights it’s our co-founder Des. It’s an honest and entertaining talk that anyone who manages people will benefit from.

Management 181

Management Entertainment Engineering Interviewing 181

SaaStr

JULY 25, 2021

As two CEO who love the art of sales and scaling, this one really was special. Jyoti Bansal : And then he started talking about sales and Dev during the breakfast he convinced me if you can marry the right kind of sales scaling and execution then that’s when your business will really, really take off.

Sales Recruiting 248

Sales Recruiting Sales Hiring Scale VP of Engineering 248

SaaStr

OCTOBER 4, 2019

As for Jeppe, prior to founding Pleo he was the CEO @ Nodes, a design and development house that worked with brands including Loreal, BMW and Lego. Before that, Jeppe was the CFO @ Tradeshift where he first hand saw their scaling to 190 countries with offices in 6 different locations. Loving our podcast content? What changes? *

Scale 134

Scale SMB Technical Review Software Review 134

Buffer Resources

SEPTEMBER 11, 2023

This is your street credibility and personal brand all rolled into one. Thanks to that hard work and consistency, I've established a personal brand grounded in credibility and respect, and grown my follower count to 45,000. Now, keep in mind that I’m a solo consultant and not affiliated with any specific company.

Sales Recruiting 52

Sales Recruiting Sales Hiring Scale Social Media 52

FastSpring

FEBRUARY 22, 2019

From my initial interview with our CEO, Chris, it was clear that company culture would be a big focus. He understood that I had experience scaling high growth teams and made it very clear that he was open to hearing my suggestions from the start. During my first year, pushing our employer branding was a big focus.

VP of Engineering 97

VP of Engineering Company Culture Scale Headcount 97

Intercom, Inc.

JUNE 9, 2021

That used to mean welcoming them to the company in person but, like everyone, we’ve had to adapt to a new way of onboarding over the past year. It’s really nice to start at a company where it’s clear from the start that they care about the employee experience.” – Masha, Brand Producer. We all laughed. .

Onboarding 253

Onboarding Sales Hiring Scale Systems Review 253

SaaStr

NOVEMBER 2, 2019

Hear about the early days of Glassdoor; tactical lessons on scaling—from building a business model and recruiting an all-star management team to advice on building a compelling, innovative company culture; and learn whyGlassdoor’s $1.2 Billion acquisition is just one milestone in the early innings of the company’s story.

Scale 126

Scale SaaS Payments Sales Recruiting Payment Services 126

OpenView Labs

OCTOBER 26, 2021

The exciting thing about prototypes is that large-scale experiments can be built through open-source projects , which companies like Netflix and Linkedin will do as a strategic way of recruiting top talent. . If none exist, pick a price where the scaling mechanism is clearly tied to the buyer’s perception of value.

Sales Hiring 82

Sales Hiring Scale Sales Recruiting Marketing 82

SaaStr

AUGUST 31, 2022

The stage of scaling from $10 million to $100 million ARR may seem like a daunting task, but it is an exciting one. Pieterjan Bouten, Co-Founder and Executive Chairman at Showpad, reveals lessons learned and mistakes to avoid while scaling your business. Growing a culture. Once you’ve defined your company culture, you ?must

Scale 229

Scale Underperforming Technical Team Scaling Company Culture 229

Neil Patel

AUGUST 11, 2020

Deliverable : a series of on-brand marketing videos and matching visual assets Goal: communicate your new offer in a fun and engaging way for your audience End result : a finished product and the know-how required to do it on your own. Similar core values and company culture. Action Rocket — Best for email marketing campaigns.

Marketing 144

Marketing Web Development Web Developers Social Media 144

SaaStr

MARCH 1, 2023

Chris breaks down a typical company’s growth into three phases based on its ARR, providing actionable insights on what you should do and prepare for in each phase. You don’t have any brand value to attract the best talent that will help you improve the odds of your business’s success either. Get comfortable being uncomfortable.

Scale 215

Scale Scaling Government Software Review 215

SmartKarrot

APRIL 18, 2023

Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings. In this blog post, we will explore the top six concepts to consider to scale your customer success team. 10% Perceived company cultural fit.

Scale 10

Scale Customer Success Scaling Sales Hiring 10

SaaStr

NOVEMBER 28, 2019

It’s interesting because we were a very small company and we were working with the largest companies in the world, so it still takes a long time, hence the of the four years. Felix : But I think what it has enabled us to do is to really become almost a market leader and build like a mini brand. We made them our channel.

Sales Hiring 174

Sales Hiring Scale Sales Recruiting Government 174

Totango

FEBRUARY 10, 2021

Prioritize a Culture of Customer Success. An environment that nourishes customer success starts with your company culture. You can then use automated tracking to see at a glance how individual customers are succeeding at achieving their goals with your brand. This approach allows you to quantify customer success.

Scale 84

Scale Customer Success Retention Strategy 84

ProfitWell

MARCH 3, 2020

And this time, Michael chooses a beer brand that is not only tasty, but is representative of what customer service means. And, in line with our topic of sales, Fat Tire is one of the biggest selling craft beer brands in the US. Michael adds that it’s also a brand that exemplifies customer service. Sameer Kamat and TINT.

Scale 59

Scale Customer Success Sales Hiring Social Media 59

Sales Hacker

NOVEMBER 4, 2020

Similarly, while a mercenary can be invested in the company mission, it’s not ultimately why they want to work for you. Wrike wasn’t a new company, but our EMEA team was brand new, isolated on an island, and trying to expand into an unknown market eight hours ahead of our HQ in San Jose, CA. It has to be organic.

Sales Hiring 99

Sales Hiring Scale Sales Recruiting Sales 99

SaaStr

JANUARY 18, 2023

Unicorn companies often need to scale quickly to meet the demands of their rapidly growing customer base. Yet, scaling a company isn’t always about hiring more people. Lesson 8: Win on brand. You have to win on brand. Aim to ride the momentum, create a better product, and build a better brand. .

Scale 215

Scale Underperforming Technical Team Scaling Interviewing 215