Intercom, Inc.

DECEMBER 2, 2019

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. We surveyed 170 non-native English speaking SaaS customers, and 135 support team leads to learn more.

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

OpenView Labs

MARCH 10, 2019

But how do organizations make customer success work at scale? Over this time, our headcount has grown by over 10x, and our revenue has grown by over 60x. I was originally hired as Head of Sales, but quickly transitioned to building out our customer success team in order to proactively improve retention. North Star metric.

Scale 69

Scale Customer Success Scaling Sales Hiring 69

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. In turn, you’ll increase efficiency without increasing your headcount. The devil’s in the data: Data is the fuel for efficiency.

Headcount 118

Headcount Scale Sales Hiring Customer Lifetime Value 118

ChurnZero

JANUARY 13, 2023

First, digital CS will become a way of life due to flat or reduced headcount. As such, leaders must engage more of their customers at scale through digital programs that support low-touch segments with a more focused approach than ever before. Do they have top performers in place who are operating efficiently and driving value?

Trends 98

Trends Customer Success Sales Hiring Scale 98