SaaStr

MARCH 15, 2024

They also have a media segment, a separate business supporting creators who want to do subscription-based video monetization. Part of the joy for him was being able to tie the two motions together, building an Enterprise business on top of an existing business, and by the time he left Heroku, they had gone from about 5% to 50% of revenue.

AI Search

Intercom, Inc.

DECEMBER 2, 2019

For online businesses, our customers can come from any part of the world and at any time. How do you ensure a great customer experience globally without adding a ton of headcount? However, that means there is a huge opportunity for businesses who are able to scale personal, effective support. So where should you begin?

Scale

Intercom, Inc.

SEPTEMBER 8, 2021

Now, it’s taking center stage as the value driver it truly is , enabling businesses to build lasting relationships with their customers, drive increased operational efficiency, and influence better customer satisfaction and retention. Here’s how they’re doing it. Moving from a reactive to proactive approach.

Scale

BetterCloud

DECEMBER 13, 2022

This post is an excerpt from our guide: “ 10x Your IT Operational Efficiency: A CIO’s Guide to IT Automation.”. While spending may be projected to increase, no one is immune from the ongoing mandate of operational efficiency. Lately, it seems like the only constant for IT is change. Download the Guide.

Operational efficiency.

SaaStr

MARCH 7, 2023

A Look Back At 2022 Performance ICONIQ Growth leverages quarterly operating and financial data from 92 enterprise SaaS companies. Using these real numbers from real companies, they have a solid insight into the long-term health of businesses. What are companies doing today to scale efficiently?

Outsourcing Services

OpenView Labs

MARCH 10, 2019

Over this time, our headcount has grown by over 10x, and our revenue has grown by over 60x. More than half of our monthly new business is generated by the viral loop created when people click the Powered by Typeform button at the bottom of our forms and surveys. Why is Customer Success so important to Typeform?

Scale

ChurnZero

MARCH 22, 2023

They need to make sure they are operating as efficiently as possible to be ready for any kind of financial hit that the business might take. There are many reasons this is happening, but one major reason is that many CS groups haven’t set up their program with the foundations it takes to run an efficient operation.

Customer Success

ChurnZero

DECEMBER 2, 2022

How to transition your CSMs’ book of business with Alli Tiscornia, CCO, ChurnZero. Again, we looked at our segmentation based on business unit as opposed to a hierarchy. Alli: This is going to be based on your business. Our segments are treated more as business units. Would there be title changes?

Headcount

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

BetterCloud

JUNE 22, 2023

For making the business case to your CFO, there’s some fundamental questions you should be prepared to answer. Thus, it’s clear that your next task is to make your great business case to the CFO. Thus, to make a winning business case to the CFO, be clear on how much this crucial technology will benefit your organization.

Business

Sales Hacker

JANUARY 29, 2018

Traditional Sales Organizations – Growth of headcount in sales was structured around revenue per individual contributor (IC). What complicates this model is the high-velocity it operates on; many clients commit within 90 days or faster. PODs should operate between 80-120% of quota. This messes up the balance.

Sales Recruiting

ChurnZero

JANUARY 13, 2023

First, digital CS will become a way of life due to flat or reduced headcount. AI can also simplify data unification by providing more streamlined, intelligent processing for the people, teams and systems that need accurate insights to build better businesses. A few common themes emerged.

Trends

ChurnZero

MARCH 22, 2023

They need to make sure they are operating as efficiently as possible to be ready for any kind of financial hit that the business might take. There are many reasons this is happening, but one major reason is that many CS groups haven’t set up their program with the foundations it takes to run an efficient operation.

Customer Success

OPEXEngine

OCTOBER 4, 2022

Do you need to make tough decisions about team headcount? It’s usually much more costly, and time-consuming, not just for Engineering, but for all parts of the business. If you’re choosing to sunset a legacy product rather than spend the effort supporting it, can you reallocate headcount to other priorities instead of hiring new staff?

Engineering

OPEXEngine

DECEMBER 17, 2019

My experience reinforces the fact that SaaS business model variants and approaches to measuring performance via metrics are still very much undefined. In my experience working with enterprise SaaS companies over the past five years, I’ve seen a large variance in benchmarks for gross margin across subscription software businesses.

Benchmarks

Point Nine Land

APRIL 21, 2021

An organizational task.

Sales Hiring

Intercom, Inc.

AUGUST 16, 2022

Support teams are facing a critical juncture: business costs and customer expectations continue to grow while resources like headcount and budget are decreasing. Supporting your customers in the context of what they are doing, in their moment of need, is the fresh approach that businesses require for modernized customer service.

Headcount

SaaStr

MARCH 4, 2025

The benchmarks that matter: SMB businesses: 75-85% GRR Enterprise-focused companies: 85-92% GRR Systems of record: 95%+ GRR The gold standard: ServiceNow at nearly 100% GRR 3. Operational Efficiency – The New Focus for 2025 In today’s market, investors care deeply about how efficiently you deliver customer success.

Customer Success