Intercom, Inc.

DECEMBER 2, 2019

How do you ensure a great customer experience globally without adding a ton of headcount? Offering multilingual support doesn’t just drive CSAT scores, it can even impact churn. There will be times when your support team isn’t able to engage customers, whether due to language skills, time zones or general busy-ness.

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

OpenView Labs

MARCH 10, 2019

Over this time, our headcount has grown by over 10x, and our revenue has grown by over 60x. Through our churn survey we found that a lot of our churn isn’t actually due to customers being unhappy, but rather from people successfully completing a project and not knowing what to do next. North Star metric.

Scale 69

Scale Customer Success Scaling Sales Hiring 69

ChurnZero

JANUARY 13, 2023

First, digital CS will become a way of life due to flat or reduced headcount. These technologies are at an early stage of development but maturing quickly, and the sky’s the limit on what it can do. Do they have top performers in place who are operating efficiently and driving value? A few common themes emerged.

Trends 98

Trends Customer Success Sales Hiring Scale 98