SaaStr

MARCH 20, 2024

Do you have to double your headcount to make it from $10M to $20M or even $2M to $5M? For headcount specifically, make sure that the constraint to growing faster is that you don’t have enough salespeople to work the demand that exists for your business. When those outcomes are achieved, the hire gets their headcount.

Sales Hiring 300

Sales Hiring Sales Recruiting Scale Headcount 300

SaaStr

DECEMBER 16, 2022

In their outbound efforts, when Rippling team members emailed CEOs and founders of tech companies, they communicated how their offering wasn’t just another HR solution. Effective communication highlights a problem your customer base may still need to recognize. It was imperative at this stage to get more effective with emails.

Outsourcing Services 282

Outsourcing Services Scale Sales Hiring Outsourced Development 282

Intercom, Inc.

JUNE 7, 2022

Live chat – especially when it’s part of a modern customer communications platform that helps you make the most of every engagement – is a powerful addition to your sales tech stack. Increase your leads without increasing your headcount. The promise of live chat for sales teams is being able to connect faster with higher quality leads.

Sales Funnel 245

Sales Funnel Sales Headcount Subscription 245

Intercom, Inc.

AUGUST 23, 2022

With increasing business costs and reduced headcount, companies are feeling the squeeze as they also grapple with rising consumer expectations. “Your support tech stack should seamlessly connect your customer communications tools” 43% of support teams are now prioritizing increasing workflow efficiency – and so should you.

Customer Support 212

Customer Support Retention Headcount Customer Lifetime Value 212

Intercom, Inc.

SEPTEMBER 8, 2021

Ryan Johnston, Head of Customer Success at Tanda, explains that as their customer base has grown in recent years, the team has been able to scale their support without dramatically increasing headcount, which has been a big benefit to the team. For one-off issues, communicating through the right channel is crucial.

Scale 238

Scale Headcount Mobile Communication 238

SaaStr

MARCH 6, 2023

The marketplace in 2023 prioritizes emerging technology and instantaneous communication. Buyers now favor virtual channels as their optimal communication method with a salesperson. Redeploy funds from headcount to sales technology. B2B founders and sales agents feel pressured to keep up with the rapidly evolving market.

Innovation 246

Innovation Sales Hiring B2B Strategy 246

Intercom, Inc.

JUNE 1, 2021

As a result, we’ve seen some major, long-lasting changes to how businesses and consumers communicate and build relationships with one another: The popularity of messaging channels is on the rise – messenger-based support is now the second most used support channel. Challenge #1: Limited team bandwidth, resources, and budget.

Underperforming Technical Team 233

Underperforming Technical Team Technical Review Scale Headcount 233

SaaStr

JULY 18, 2019

Only send emails and communications that add value. Not that much given the overall headcount I nominally had assigned to me. Make your app fun (maybe not cute, but fun) so the headspace is disguised. Relentlessly take the friction out of the pre-trial, trial and onboarding experiences. And when it was gone, it was gone.

Headcount 258

Headcount Enterprise Pricing Onboarding 258

Intercom, Inc.

DECEMBER 10, 2021

This is a make-or-break time for businesses to avoid disappointing their customers, to not only proactively communicate with customers about any challenges in fulfillment but also to earn their trust, and equip support teams with the tools necessary to lessen their burden.”. Read more: What is proactive support? hours per week.

Headcount 195

Headcount Customer Support Scale AI 195

Intercom, Inc.

JULY 28, 2021

Support leaders looking to expand their support offering will often seek to answer questions like “How can I scale my support without increasing headcount or budget?” When assessing how to scale your support, it’s important to consider every channel you’re using to communicate with your customers.

Headcount 240

Headcount Customer Support Scaling Mobile 240

Intercom, Inc.

AUGUST 30, 2022

This is especially important for small teams, where you need to operate at a scale far beyond your headcount (without burning out your team by working around the clock). Using Brex also saves time for your finance team (or, depending on headcount, your finance person ??) HubSpot – CRM.

Scale 164

Scale Payment Services Startup AWS 164

Intercom, Inc.

APRIL 20, 2021

“These are the kinds of things that help our support org to function more smoothly and impactfully so we can support our customers at scale, without needing to increase budget or headcount”. Map that, make your changes, show your improvements, communicate with customers, close the loop”. Where does the most time get sunk for your team?

Scale 157

Scale Customer Support Scaling Headcount 157

Intercom, Inc.

NOVEMBER 4, 2020

. “By transparently informing your customers of issues, you can help them to make more informed choices and manage their expectations” You can also use Banners to communicate any known issues, again preventing your support team’s inbox from filling up with the same questions.

Customer Support 228

Customer Support Technical Review Scale Headcount 228

SaaStr

APRIL 3, 2024

How we classify and communicate these things with customers matters. Customers are being much more cautious, not buying ahead of their needs or being able to anticipate things like headcount growth or budget certainty as effectively as they had in the past. Gone are the days of building a moat and trying to keep everyone out.

Generative AI 299

Generative AI AI Technical Review Software Review 299

Intercom, Inc.

JULY 27, 2022

As companies and their headcounts grow, so do their tech stacks. These tools need to communicate and work together to ensure you seize every opportunity to meaningfully engage with your customers. The scale of enterprise businesses makes them inherently complex – they rely on a suite of tools tailored for specific workflows.

Enterprise 206

Enterprise Headcount Engineering Cloud 206

SaaStr

JANUARY 12, 2024

SaaStr CEO Jason Lemkin also wrote how Customer Success has now morphed into part of the sales team and that the 2024 trends in CS include everyone wanting to eliminate humans from support to replace that headcount with AI and bots. The opportunity to use GenAI to eliminate data entry and improve internal communications is real now.

Sales Hiring 320

Sales Hiring Customer Success Scale AI 320

SaaStr

MARCH 15, 2024

Do you see massive disruption in workforces and marketing headcounts shrinking because of AI? “I’m Adam believes AI will heighten asynchronous communication and your ability to consume and collaborate. We’re in the early days in terms of how it changes how a business operates and unlocks. We’re at inning one.

AI Search 273

AI Search SaaS Advertising Sales Hiring 273

Intercom, Inc.

DECEMBER 21, 2018

“Stories help you build trust by communicating value in ways that people are known to respond to” That’s what makes storytelling so impactful when you’re selling through live chat. Stories help you build trust by communicating your product’s value in ways that people are scientifically known to remember and respond to.

Scale 173

Scale Headcount Communication B2B 173

Intercom, Inc.

OCTOBER 29, 2019

Having grown to more than 300 people, communication between colleagues became complex , fracturing that crisp, shared notion of the customer we once took for granted. If your customers tend to be larger, public companies, then segmenting by revenue and size is reasonable, as most report financial results and headcount on a quarterly basis.

Business 184

Business B2C Scale Headcount 184

SaaStr

FEBRUARY 1, 2024

Because they are now trying to serve multiple audiences, marketing complexity grows and the marketing team had to evolve to be able to communicate the value prop in a new and different way. What kind of headcount do you have? Utilize tools like AI for optimization and maintain constant communication and creative testing within teams.

Scale 274

Scale Scaling Sales Hiring Marketing 274

Payrix

APRIL 10, 2025

The typical trade and field service business relies on revenue from sales and service to run operations, manage headcount, and drive operational growth. However, these profit levers alone may not be enough to help a business achieve its true potential. To move quickly, you must have a plan in place to generate adoption.

Payments 100

Payments Payment Services Outsourcing Services Payment Solutions 100

The Angel VC

DECEMBER 14, 2013

All bigger company presumably have a budget and plan in place which is aligned with the company's objectives, but my guess is that what's often missing is linking that high-level plan to every employee's targets and communicating it throughout the entire organization.

Headcount 141

Headcount Startup Communication Investment 141

Intercom, Inc.

SEPTEMBER 29, 2021

Unlock further growth potential to scale Stuart’s support across all of their markets and support more delivery partners without increasing headcount on the support team. Enabling seamless communication. Of the feedback collected from delivery partners, another priority that emerged was clear communication. Saving valuable time.

Scale 193

Scale Forecasting Headcount Trends 193

Intercom, Inc.

FEBRUARY 9, 2021

Customers expect to be able to communicate with businesses through multiple channels,” said Jean-Bernard. Not to mention that customers are used to communicating via chat in other areas of their day-to-day lives, from using Slack with colleagues to sending memes to friends on WhatsApp. Cater to customers’ preference for chat.

Technical Review 223

Technical Review Systems Review Customer Support Headcount 223

Intercom, Inc.

AUGUST 13, 2019

When implemented well, automated customer service allows businesses to help more customers at scale without drastically growing headcount. The speed and savings can be game changers for your business… but only if you implement those solutions thoughtfully. Redefining “personal support” in the age of automation.

Underperforming Technical Team 279

Underperforming Technical Team Customer Support AI Headcount 279

Sales Hacker

MAY 21, 2020

This includes their own technology, reporting, and headcount as well as what Marketing needs from Sales in terms of feedback and accountability. This includes their own technology, reporting, and headcount as well as what Sales needs from Marketing in terms of feedback and accountability. Decrease Speed-to-Lead.

Scale 138

Scale Underperforming Technical Team Headcount Technology 138

Totango

JULY 26, 2022

This allows you to enhance value and improve CX by utilizing the resources you already have rather than adding more headcount. Dynamic Assignment. Another way the right CS platform can help you do more with less is by using data and intelligence to match customers with experts within the company who can best meet their needs.

Scale 117

Scale Headcount Sales Hiring Customer Success 117

Intercom, Inc.

JULY 26, 2022

Use automation to make your headcount count for more. Be there at the moments that matter with in-context communications. We know that the value of engaging customers when they’re already thinking about you is exponentially more powerful than trying to communicate with them out of context. Time savings: ????. Cost savings: ????.

Payment Methods 118

Payment Methods Payment Solutions Payments Payment Services 118

Intercom, Inc.

NOVEMBER 30, 2021

Powered by a modern business messenger , it scales your ability to answer more questions from more customers without increasing headcount, budget, or hours logged. Obviously we’re a little biased ?? so here are five top conversational support tools as reported by the world’s largest and most trusted marketplace, G2: Intercom.

Technical Review 250

Technical Review Customer Support Payment Methods Payment Solutions 250

Intercom, Inc.

OCTOBER 26, 2021

We’re personal: Our mission is to make business personal, so we’re thoughtful, respectful, and friendly in our communication with prospects. We’ll never subject our customers to sub-standard features or half-baked processes just to drive more revenue. We make data-informed decisions about when, where, and how to talk to leads.

Scale 160

Scale Sales Hiring Sales Recruiting Sales 160

ChurnZero

JANUARY 17, 2025

These metrics provide a shared framework that bridges the teams priorities, enabling clearer communication and mutual accountability between customer teams and CFOs. ARR, GRR, and NRR are the common language both teams can use to measure success, says You Mon. Annual Recurring Revenue (ARR) reflects predictable recurring revenue.

Customer Success 52

Customer Success Benchmarks Headcount Scale 52

Sales Hacker

MAY 30, 2025

Build a cadence for candid communication What gets surfaced, gets solved. GTM leaders in our community are consistently using AI SDRs to handle inbound and seeing strong performance. She works every lead, 24/7following up, booking meetings, and surfacing real buying signals, all without adding headcount.

Scale 105

Scale AI Search Technical Review Systems Review 105

Intercom, Inc.

MAY 9, 2018

It’s simple math: if everyone has to be involved in every decision, doubling your headcount quadruples the distinct conversations needed. Objectives, responsibilities and communications are likely not crisply defined, and there is rarely a real precedent for the situation. But this doesn’t last as the company grows.

Scale 182

Scale Sales Hiring Headcount Scaling 182

ChurnZero

DECEMBER 2, 2022

I felt like I had covered the “why” multiple times with my internal team, but I found myself having to repeat the why and communication multiple times, which actually didn’t turn out to be a bad thing. Related reading: Five lessons in communication from ChurnZero’s big a$$ book shift. Naomi: AMA stands for “ask me anything.”

Headcount 98

Headcount Underperforming Technical Team Scale Outsourced Development 98

Tom Tunguz

DECEMBER 13, 2012

Ensuring that each understands the challenges of the other and that the team is prioritizing the same top three concerns grounds communication and focuses the company on the hardest challenges. For startups, founders and VCs, the end of the year is a good time for introspection, evaluation and communication.

Startup 100

Startup Sales Hiring Headcount Compensation 100

Sales Hacker

DECEMBER 9, 2022

Effectively communicate target assignments to sellers and help them understand how they can succeed. Sales leadership needs to understand capacity at the aggregate level to better assess revenue projections and headcount decisions. Track your sellers’ ability to deliver revenue. Pro tips for measuring and tracking seller capacity.

Scale 118

Scale Headcount Sales Forecasting 118

Neil Patel

DECEMBER 13, 2022

26% said they would keep their budget as is with the main reason being that you have to be on the major platforms in order to communicate with customers and potential customers. The main response why was they believed email is an important channel to use to communicate with existing and potential customers. Email Marketing.

Marketing 145

Marketing AI Search Software Review Social Media 145