ProfitWell

MARCH 3, 2020

In this episode of RevOps and Hops, TINT CEO, Sameer Kamat joins us to discuss how sales and customer success intertwine with RevOps. And this time, Michael chooses a beer brand that is not only tasty, but is representative of what customer service means. Customer delight needs to be a company-wide culture phenomenon.

Scale 59

Scale Customer Success Sales Hiring Social Media 59

Intercom, Inc.

DECEMBER 21, 2021

We continued to adjust to working from home , and our company culture evolved accordingly. If you’re at all interested in using customer research to drive key business decisions, this is a must-read. The Ultimate Customer Support Tech Stack for 2022. We hit a huge milestone as our ARR grew well past $200M.

Technical Review 196

Technical Review Scale Innovation Company Culture 196

OpenView Labs

AUGUST 17, 2021

She began it at Salesforce , where she spent thirteen very productive years in customer support and customer success roles. After that, she joined Okta in the role of CCO for six years over which the company grew from $20 million to $580 million. How to Give Your Career Some Love: Best Career Advice.

Company Culture 88

Company Culture Sales Hiring Finance Customer Support 88

Intercom, Inc.

FEBRUARY 25, 2021

In this guide, Annette writes about the best way to get inside the mind of your customer, and how to use those insights to create better customer experiences. Bobby: I imagine it’s one thing to lead customer support or to offer that leadership and consulting, and another thing, as you said, is to put it on paper.

Scale 211

Scale Consulting Interviewing Customer Support 211

SaaStr

NOVEMBER 2, 2019

* How does Krish think your customer acquisition and GTM strategy has to change with the movement from SMB to enterprise? How does your customer success and customer support functions change with the move to enterprise? Billion acquisition is just one milestone in the early innings of the company’s story.

Scale 128

Scale SaaS Payments Sales Recruiting Payment Services 128

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

VP of Engineering 21

VP of Engineering Customer Success Scale SaaS Payments 21

Totango

SEPTEMBER 14, 2021

Customers want representatives to listen to their concerns, understand their needs and value their time. Training your employees in best practices can help nurture a more empathetic company culture. Harness the Power of Automation to Boost Your Customer Satisfaction Scores.

Retention 89

Retention Technology Company Culture Branding 89

Intercom, Inc.

MAY 26, 2021

We brought things like Banners to market faster than we’d ever thought possible – around six weeks to beta and 12 weeks to release, with full feature support.”. We obsess about our customers’ success. We love solving our customers’ most important, most urgent, and most valuable problems.

Sales Hiring 138

Sales Hiring Sales Recruiting Customer Support Engineering 138

User Pilot

JANUARY 26, 2023

TL;DR Customer empathy is putting yourself in your customers’ shoes to better understand their problems and make it a part of your company culture to develop solutions that satisfy them on practical and emotional levels. Customer empathy is not limited to empathy in customer service.

Interviewing 92

Interviewing User Experience Development Management 92

SaaStr

MAY 31, 2019

Why does Parker believe it is fundamentally better to wait for as long as possible before hiring customer support? Why should engineers also be doing customer support? * Why should your engineers be heavily involved in the customer support hiring process? The first is customer support.

VP of Engineering 132

VP of Engineering Sales Hiring Scale Systems Review 132

SaaStr

JANUARY 25, 2023

This structure drove the company to a $2.5 In this episode, Snow shares the journey to realizing the strength of revenue alignment through sales, marketing, and customer success and the principles for implementing this structure to yield tremendous results. billion-dollar acquisition by Bill within five years.

Customer Success 226

Customer Success Revenue Marketing Sales 226

SmartKarrot

JANUARY 21, 2022

What is the one thing CSMs (Customer Success Managers) love to do apart from retaining the existing customers? All these CS objectives can be achieved only if you can fulfill your customers’ needs. One way to achieve your objectives is by providing top-class customer service. Multi-channel support is thus required.

Customer Support 10

Customer Support Customer Success Communication Company Culture 10

SaaStr

MARCH 27, 2019

Leyla Seka: And so when our values had always been a big part of our company, but when we started talking about equality, and trust, and customer success as our main values out in the marketplace and really extending sort of our internal culture out, that’s where things went absolutely amazingly bananas.

Scale 131

Scale VP of Engineering Mobile Scaling 131

SmartKarrot

MAY 19, 2023

Company culture maintenance: Maintaining a strong company culture becomes challenging when team members are dispersed remotely, hindering relationship-building and rapport among colleagues. Secondly, the implementation of Chatbots powered by Conversation AI can greatly enhance customer support.

ChatGPT 10

ChatGPT AI Scale Technical Review 10

SmartKarrot

MAY 19, 2023

Company culture maintenance: Maintaining a strong company culture becomes challenging when team members are dispersed remotely, hindering relationship-building and rapport among colleagues. Secondly, the implementation of Chatbots powered by Conversation AI can greatly enhance customer support.

ChatGPT 10

ChatGPT AI Scale Technical Review 10

SaaStr

MARCH 17, 2021

That’s why this is the single most critical process that should be integrated and automated in any growing company. Through every sales cycle, there’s a need to share information from sales, accounting, customer success, and other teams. Customer 360. Types of Integration Solutions.

Scale 293

Scale Sales Hiring Technical Review Marketplace as a Service 293

SaaStr

JULY 5, 2023

Model 1: Align The Funnel — One Clear Owner Reduces Waste and Friction As CRO at Divvy, Snow was responsible for marketing, sales, implementation, customer success, customer support, and revenue operations. Knowing exactly what everyone is thinking or experiencing as a team is a win for company culture.

Strategy 203

Strategy Marketing Underperforming Technical Team Sales Hiring 203

SmartKarrot

DECEMBER 16, 2021

A stellar experience equals loyal customers. From Dominos’ 30-minute delivery promise to Amazon’s 24/7 customer support, and smaller businesses’ D2C models built entirely on experience — the examples are everywhere. Those who continue to serve customers well despite this will capture a sizable market share.

Technical Review 11

Technical Review Technology Cost optimization & reporting Customer Lifetime Value 11

SmartKarrot

DECEMBER 18, 2020

. #3 Proactive customer engagement is going to be the top priority for the year 2021. With the rising trend of companies adopting customer success functions, companies have realized the importance of proactive customer engagement in driving business growth. 7 Customer support over video call.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SmartKarrot

DECEMBER 18, 2020

. #3 Proactive customer engagement is going to be the top priority for the year 2021. With the rising trend of companies adopting customer success functions, companies have realized the importance of proactive customer engagement in driving business growth. 7 Customer support over video call.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

Chart Mogul

NOVEMBER 15, 2019

Running a successful subscription business depends on forging strong relationships with your customers. Learn how to make customer success the source of your competitive advantage. I was the first full-time customer success hire at ChartMogul. Why customer success is so important for SaaS companies.

Customer Success 52

Customer Success Scale Sales Hiring SaaS 52

Chart Mogul

NOVEMBER 15, 2019

Running a successful subscription business depends on forging strong relationships with your customers. Learn how to make customer success the source of your competitive advantage. I was the first full-time customer success hire at ChartMogul. Why customer success is so important for SaaS companies.

Customer Success 56

Customer Success Scale Sales Hiring SaaS 56

SaaStr

SEPTEMBER 6, 2019

As for Jon, prior to being Chief Customer Officer at Box, he was Senior VP of Customer Success, responsible for all post-sales services Box provides from implementation to user adoption and more. What does Jon mean when he says, “You have to constantly bring your customers to the forefront of your employees minds”?

Sales Hiring 132

Sales Hiring Scale Underperforming Technical Team Software Review 132

SaaStr

SEPTEMBER 23, 2020

So, the decomposition to the systems of the company is what I mean, and you can play that out across customer success and support, across product management. How do we force the feedback loops from customer support into that trio? That’s what we celebrate. It’s not about selling products.

Scale 189

Scale Leadership Underperforming Technical Team Scaling 189

SaaStr

FEBRUARY 1, 2019

How to ensure customer support is strategic and not just reactionary? Harry Stebbings: How to ensure customer support is a strategic team not just a reactionary one. Amanda Kleha: Customer support holds the keys to the voice of your customer. Should customer success be involved in the upsell process?

Sales Hiring 107

Sales Hiring Communication Scale Interviewing 107

Sixteen Ventures

DECEMBER 31, 2019

Customer Success is transformative. Whether you have a Software-as-a-Service, subscription or membership business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. Here’s to your success in 2020! . .

Customer Success 136

Customer Success SaaS Payments Payment Solutions Payment Services 136

SaaStr

OCTOBER 25, 2019

How does Liat think Airtable is pushing up against the traditional customer success model? 277: When is the right time to go upmarket and how do you serve small, medium and large customers in the same company. We have a customer engagement organization that encompasses all of our customer facing teams.

Sales Hiring 110

Sales Hiring Sales Recruiting Scale Underperforming Technical Team 110