CustomerSuccessBox

DECEMBER 3, 2021

You may find yourself protecting your headcount, rooting for investments you want in tech, and giving suggestions for new product features. The biggest cost areas are typically staff-related (salaries, tax, travel, training, recognition), systems (software subscriptions), and facilities. CS is not a cost center. Show quantitative data.

Customer Success 52

Customer Success Data Technical Review Headcount 52

CustomerSuccessBox

DECEMBER 14, 2021

If you’re starting out, set up the CS team as a profit center (a profit-making business that brings back revenues more than it costs). Operate the CS team as a business, and think ‘out of the box. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business).

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

Sales Enablement, SaaS and Growth

MARCH 23, 2020

One of the biggest challenges businesses face when they grow is scaling effective , autonomous and quick decision-making. It has a compounding effect - the more good decisions a business makes, the better the results will be. He is famed for saying, “In business I look for economic castles protected by unbreachable moats.”

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

ChurnZero

DECEMBER 18, 2020

Stay tuned: The full Customer Success Leadership Study report with more key findings and recommendations for Customer Success leaders will be available in the beginning of January 2021. Like let’s take a more conservative approach in the earlier months of the year in terms of adding headcount. Seek to understand that.

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

ProfitWell

DECEMBER 6, 2019

Your top subscription news. The question is not whether a CSM is a valuable asset to a SaaS business, but rather, how valuable are they? And in this article he explains why, and proposes a different approach to thinking about the optimal CSM headcount to help you build a more effective customer success organization.

Scale 43

Scale CTO Hire Sales Hiring New CTO 43

Intercom, Inc.

OCTOBER 29, 2019

As Intercom’s business grew rapidly in 2017, we found ourselves at this exact crossroads. Indeed, among our customers were B2C companies, small businesses, and large enterprises along with customers in places and industries well beyond Silicon Valley. Authoritative, actionable strategies on how to grow your business.

Business 184

Business B2C Scale Headcount 184

SaaStr

MARCH 15, 2024

They also have a media segment, a separate business supporting creators who want to do subscription-based video monetization. As a multi-product company, it adds more complexity to a complex business. Vimeo’s self-serve business is feeding most Enterprise businesses, but Adam doesn’t think they are done connecting those dots.

AI Search 248

AI Search SaaS Advertising Sales Hiring 248

Intercom, Inc.

JUNE 3, 2021

And so, now’s the time to start thinking about accelerating our business strategies and grabbing the opportunities it brings. When it comes to making your business case, however, try not to overthink it. Des: The goal of this conversation is really to expose ways to think about accelerating investment in your own businesses.

Strategy 228

Strategy Software Review Development Team Review Sales Recruiting 228

SaaStr

JUNE 10, 2020

Marketing leaders must focus their teams on the areas that will drive revenue while they cut costs – the biggest impact for the business. I’ve advised more than 25 companies, seven of which have been acquired in the last two years and three of which have gone out of business. Are you a revenue driver or a cost center?

Travel 184

Travel Marketing Scale Outsourcing Services 184

ChurnZero

DECEMBER 27, 2022

We also released a number of new product features that got our customers fired up about working with their customers, company, and leadership in new ways that help them show off the value of CS and deliver the best possible customer experience. 5/ 2022 Customer Success leadership study. Is your headcount staying flat next year?

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

BetterCloud

APRIL 25, 2024

Get ready to turn those monthly charges into strategic investments that fuel your business growth. Crafting a SaaS budget requires attention to cost predictability, aligning with business goals, and agility to adapt to business needs. Are you using too much or too little of your budget on these subscriptions?

Technical Review 52

Technical Review Strategy Marketplace as a Service SaaS 52

Intercom, Inc.

AUGUST 29, 2019

Now at around the 51st person that we’re bringing in, it just doesn’t seem that they have the same passion that we do for the business. My job as a leader is to take that passion and connect it to my business so that you can bring a fraction of that to the table when you come work for me. The last one is coach-ability.

Scale 172

Scale Sales Hiring Scaling Payment Services 172

Crafty CTO

APRIL 12, 2020

The Basecamp guys have been busy lately. In a smaller company, stakeholders might include the CEO, CTO, and product leadership; in larger companies, whatever level of senior management has 100% decision-making responsibility – it won’t work if the person or persons with final say aren’t at the table. .”

Underperforming Technical Team 52

Underperforming Technical Team New CTO Technical Review Software Development 52

OpenView Labs

MAY 20, 2019

For example, Concur aims to “simplify travel, expense and invoice management for total visibility and greater control,” directly speaking to the finance exec and not the individual who’s actually booking travel and submitting expense reports. Product led businesses are performing well, too.

Scale 70

Scale Startup Technical Review Software Review 70

OpenView Labs

MAY 20, 2019

For example, Concur aims to “simplify travel, expense and invoice management for total visibility and greater control,” directly speaking to the finance exec and not the individual who’s actually booking travel and submitting expense reports. Product led businesses are performing well, too.

Scale 51

Scale Startup Technical Review Software Review 51

OpenView Labs

MAY 20, 2019

For example, Concur aims to “simplify travel, expense and invoice management for total visibility and greater control,” directly speaking to the finance exec and not the individual who’s actually booking travel and submitting expense reports. Product led businesses are performing well, too.

Scale 40

Scale Startup Technical Review Software Review 40