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

Kellblog

NOVEMBER 23, 2022

While technically the board is only approving the proposed 2023 operating plan, that plan has a 2024 and 2025 model attached to it. Let’s review the lines, starting with the first block, the leaky bucket itself: Starting ARR is the ARR level at the start of a period. Ending ARR is starting ARR + new ARR – churn ARR.

Technical Review 115

Technical Review Software Review Forecasting Churn 115

ChurnZero

NOVEMBER 29, 2022

When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts. There were also a number of customers who turned us into shelfware or essentially churned. Extend Customer Success training beyond product and technical knowledge. I was very successful in my work.

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

Intercom, Inc.

JULY 26, 2022

Recent research from Harvard Business Review Analytic Services reveals that 88% of survey respondents believe that customer engagement has a significant impact on their organization’s bottom line. Optimize your support tech stack to improve productivity. Integrated tech stacks = improved efficiency. Time savings: ????.

Payment Methods 118

Payment Methods Payment Solutions Payments Payment Services 118

ChurnZero

MAY 17, 2022

EY, TrustRadius, G2, SIIA CODiE, and APPEALIE have recognized ChurnZero’s platform, team, and customers in areas ranging from technological innovation and customer success services to the strategic vision of its senior leaders. The company plans on doubling its headcount in 2022. Winners are to be announced on June 8-9.

Marketplace as a Service 98

Marketplace as a Service Technical Review Headcount Software Review 98

OPEXEngine

DECEMBER 13, 2022

Most SaaS executives can relate to a friendly debate they’ve had at a board or leadership team meeting about what percentage of revenue should come from “upsells” to existing customers or what is “healthy churn.” Companies with an equivalent commercial operation- sales headcount, marketing spend, and customer acquisition cost (CAC).

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

CustomerSuccessBox

JUNE 28, 2021

Read this blog to understand the Paradigm shift in Customer Success technology with AI. There was only 20% of the businesses that luckily had a tailwind due to COVID, were able to push the requisition. The companies have realized the importance of customer success in an overall increase in revenue and profitability.

Customer Success 52

Customer Success Trends Technical Review Headcount 52

ChurnZero

JANUARY 3, 2020

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. You see their work mentioned in almost every G2 review.”. ChurnZero helps subscription businesses fight customer churn.

Customer Success 69

Customer Success Venture Capital Software Review Technical Review 69

ChurnZero

MAY 17, 2022

EY, TrustRadius, G2, SIIA CODiE, and APPEALIE have recognized ChurnZero’s platform, team, and customers in areas ranging from technological innovation and customer success services to the strategic vision of its senior leaders. The company plans on doubling its headcount in 2022. Winners are to be announced on June 8-9.

Marketplace as a Service 52

Marketplace as a Service Technical Review Headcount Software Review 52

Kellblog

JUNE 17, 2023

Executive Summary: Sales KPIs (Slide 5) Here we can see key metrics, cut by size, and grouped into five areas: growth & profitability, sales efficiency, retention & churn, GTM strategy, and sales productivity. We’ll review it later. Annual revenue churn (rate). Sales headcount as % of total headcount.

Scale 102

Scale Sales Benchmarks Metrics 102

ChurnZero

AUGUST 23, 2019

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. G2 has created the leading channel for transparent user reviews, and that makes it even more rewarding to earn this recognition.

Software Review 56

Software Review Customer Success Software Venture Capital 56

SaaStr

JUNE 10, 2020

We’re going through layoffs and furloughs, recession planning and for me as the CMO, facing really massive cuts to marketing budgets and headcount. And one thing I’ll say about tech companies is that in a time like this what is going to get us out of this is technology. Our workforce is remote. It’s so true.

Travel 170

Travel Marketing Scale Outsourcing Services 170

Valuize Consulting

MAY 4, 2022

In the vast majority of B2B technology enterprises today, a Customer Success (CS) strategy is firmly in place. At a foundational level, the core mission of any B2B technology company is to create measurable value for customers in support of best-in-class Net Dollar Retention. Rally Your Organization Around A Strong CS Scale Strategy.

Scale 52

Scale Customer Success Scaling Strategy 52

ChurnZero

NOVEMBER 1, 2019

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. G2 has created the leading channel for transparent user reviews, and that makes it even more rewarding to earn this recognition.

Venture Capital 40

Venture Capital Software Review Technical Review Headcount 40

Intercom, Inc.

JULY 11, 2019

So often, when we think about investing in a support team, sometimes the conversation becomes about getting the headcount higher, higher, higher. But where else can you be investing outside of headcount to maintain that customer centricity? Michael: For sure. This debate is not actually a new one, right? Scaling support as you grow.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

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

JULY 1, 2022

Then to prioritize those, we—as a customer solutions and support department which makes up our tech support, CSM, and client delivery teams—look at setting business objectives as a whole and then roll those down to the different teams. Sarah: “Technically with the title ‘operations,’ it’s just me. But I have a lot of support.

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

ChurnZero

JULY 1, 2022

Then to prioritize those, we—as a customer solutions and support department which makes up our tech support, CSM, and client delivery teams—look at setting business objectives as a whole and then roll those down to the different teams. Sarah: “Technically with the title ‘operations,’ it’s just me. But I have a lot of support.

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. Now it’s table stakes.

Scale 70

Scale Startup Technical Review Software Review 70

Intercom, Inc.

JUNE 3, 2021

There have been two seminal memos that have, in a sense, rocked the tech industry. ” I think the “Sure thing boss, give me more headcount” is obvious. If you’re a SaaS company, that could be new customer acquisition, it could be an expansion or even reduce contraction, reduce churn. Hello Paul.

Strategy 228

Strategy Software Review Development Team Review Sales Recruiting 228

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. Now it’s table stakes.

Scale 51

Scale Startup Technical Review Software Review 51

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. Now it’s table stakes.

Scale 40

Scale Startup Technical Review Software Review 40

ChurnZero

NOVEMBER 22, 2021

As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Using these models, you too can learn how to go toe-to-toe with your Finance team by presenting trade-offs to get the headcount you need. How to Build a Customer Success Budget for Headcount. Business Review.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

SmartKarrot

FEBRUARY 19, 2021

They are: Churn rate: This can be shown in two ways – Revenue churn and Customer churn. Compare this figure with the acquisition cost and document the loss in ROI due to early churn. To back your point, document the churned customers’ usage hours and depth of engagement with the product.

Outsourcing Services 10

Outsourcing Services Customer Success Technical Review Business 10

SaaStr

SEPTEMBER 19, 2019

I just thought there should be a way to get their customers to review them on the sites that matter. And Dennis and I started the company because we saw a huge need for local businesses to get reviews online, and nobody was doing it. FULL TRANSCRIPT BELOW. So we decided to start. So we were, we were really devastated.

Scale 111

Scale Sales Hiring Software Review Scaling 111

ChurnZero

JUNE 3, 2022

The threat of an as-a-service model is that the cost to the customer of churning to a new supplier can be dramatically lower. Paul: What’s the most disruptive technology of all time? It’s an amazing technology and so simple. Paul: If you could use technology to solve one world problem what would it be, and why?

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

ChurnZero

JUNE 3, 2022

The threat of an as-a-service model is that the cost to the customer of churning to a new supplier can be dramatically lower. Paul: What’s the most disruptive technology of all time? It’s an amazing technology and so simple. Paul: If you could use technology to solve one world problem what would it be, and why?

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

ChurnZero

JUNE 26, 2020

Double meanings cause the double work when you’re forced to redo what’ve you done due to misunderstandings. Additional fees for license types, implementation, training, and technical support can lead to unintentional price mix-ups and underestimates. Is there a charge for ongoing support (technical or customer support)?

Customer Success 98

Customer Success Software Review Software Scale 98

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. Anita Toth , Chief Churn Crusher. A few common themes emerged. Anthony D’Auria , industry principal, Valuize.

Trends 98

Trends Customer Success Sales Hiring Scale 98