Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. To do the first, we had to hire, train, and write a playbook – the building blocks of any team. Relentlessly measure impact.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

SaaStr

JANUARY 7, 2022

Have you ever had a sudden realization that you’re spending more on sales and marketing than research and development? When it comes to marketing, executives can grow frustrated or intimidated by the sheer volume of numbers and metrics, ill-defined terminology, unclear processes, and potential conflict between sales and marketing teams.

Sales Hiring 229

Sales Hiring Underperforming Technical Team Marketing Market Research 229

Sales Hacker

JANUARY 22, 2020

But as straightforward as their metrics may be, their jobs are anything but simple. In sales today, it’s out with the transactional, and in with the consultative. That’s why strong sales candidates will be fully on board with the consultative selling model. It’s also one of the hardest to teach and develop.

Sales Hiring 76

Sales Hiring Interviewing Underperforming Technical Team Sales Recruiting 76

SaaStr

JANUARY 12, 2023

Management teams must determine how to thrive in a downturn to position their businesses for profitable growth. Reed and Courtney Dong, Partners at BCG Consulting, sat down to discuss their perspectives on the recent macro shifts in VC investor priorities. Example Metric: Gross Margin – a measure of product-level profitability.

Consulting 42

Consulting Underperforming Technical Team Management Marketing 42

Intercom, Inc.

OCTOBER 26, 2018

Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. Some sales teams consider a customer success manager as the post-sale counterpart of an account executive. The role of customer success teams.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. What metrics do investors care about most?

Customer Success 98

Customer Success Scale Underperforming Technical Team Benchmarks 98

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. To create an actionable scorecard, you need to collect the most relevant metrics.

Underperforming Technical Team 94

Underperforming Technical Team Payment Services Payment Methods Scale 94

Sales Hacker

NOVEMBER 5, 2018

I also run a Consulting company, AltiSales , which has a Business Process Outsourcing component, think Accenture, but purely for SDRs. No wonder you never want to eat out again… The Sales Development outsourcing industry is broken for that exact reason. I have learned quite a bit about it. And you’re no SDR chef, are you?

Outsourcing Services 75

Outsourcing Services Outsourced Development Sales Outsourcing Underperforming Technical Team 75

Neil Patel

MARCH 9, 2021

Whether you’re running a corporate startup marketing campaign or moving your local business into the digital age , you can’t afford to waste time and money on weak leads. Before we dive deep into the metrics and methods you’ll use, let’s establish a baseline definition of lead scoring. Metrics for Scoring Your Leads.

Scale 115

Scale Underperforming Technical Team Metrics B2B 115

SaaStr

JANUARY 10, 2020

When you start out, you might have your Sales team also onboarding the customer and managing their day-to-day experience and reaching out at scale and handling renewals and so on and so on. Our entire hiring and career development apparatus is built around defined roles. You engage with their Sales team and eventually buy the product.

Sales Hiring 133

Sales Hiring Scale Underperforming Technical Team Onboarding 133

Intercom, Inc.

SEPTEMBER 10, 2020

It’s an approach that’s served him well along the road to building the HubSpot sales team, where he was CRO for nine years. This has created large amounts of data for running teams. . Or, even if they’re leaning towards the latter, they’re often not using the right metrics. And the teams now need a more defined structure.

Scale 226

Scale Scaling Sales Recruiting Sales Hiring 226

ProfitWell

MAY 1, 2020

As customers learn to do more without help, they'll contact your customer support team less often. This frees up that team to focus on harder to solve problems and helps them keep up with the demand. Metrics to track your onboarding process. DAU (Daily Active Users) - This is similar to the metric above. Less churn.

Onboarding 59

Onboarding Metrics SaaS Underperforming Technical Team 59

Kellblog

MARCH 11, 2020

Some SaaS startups develop a form of zero-sum delusion early in their evolution, characterized by following set of beliefs. If the StartFast doesn’t work, it’s not a big deal because the Customer Success team’s mission is to offer free clean-up after failed implementations.

Underperforming Technical Team 99

Underperforming Technical Team Sales Hiring Consulting Forecasting 99

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. We landed on a theme that made sense: a neighborhood.

Development Team Review 98

Development Team Review Technical Review SaaS Scale 98

Sales Enablement, SaaS and Growth

MAY 22, 2017

Before you understand the impact sales enablement can have on a business, the best way to sell it as a monthly service or the most impactful sales enablement metrics to track , you first need to clearly define what it is. I would also recommend persona development , so the sales organisation clearly understands who they’re selling to.

Marketplace as a Service 112

Marketplace as a Service Sales Enablement Sales Hiring Underperforming Technical Team 112

CustomerSuccessBox

SEPTEMBER 20, 2021

Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth. Our Top recommendations: Customer Success: How to Quantify the Impact of Bad-fit Customers.

Customer Success 64

Customer Success Underperforming Technical Team Consulting Software Review 64

Sales Hacker

FEBRUARY 1, 2021

Guided selling with Revenue Grid allows you to guide reps step-by-step through every deal, reducing guesswork and increasing consistency so your teams have the best odds with every opportunity in the pipeline. See how you can put your sales teams in the best position to win now at revenuegrid.com/saleshacker. Callie Moriarty: Hi Sam.

Underperforming Technical Team 68

Underperforming Technical Team Scale Sales Hiring Systems Review 68

CustomerSuccessBox

DECEMBER 13, 2021

SuccessHACKER is a Customer Success advisory firm focused on providing education, recruiting, and consulting to high-growth companies. What are the KPIs and metrics you track for onboarding? Any tips on a handoff from sales to the onboarding team? Customer Success Team. Top 5 mistakes that you have seen/made ?

Onboarding 52

Onboarding Sales Recruiting Underperforming Technical Team Consulting 52

User Pilot

JANUARY 8, 2021

Before we get into what is considered a good NPS score, we have some good news and some bad news. What Is Considered Good NPS Score, and What Is a Bad NPS Score? The metric was developed by Bain and Company in 2003 and has since been adopted by millions of businesses. What is a Bad NPS Score? Table of Contents.

Underperforming Technical Team 69

Underperforming Technical Team Benchmarks Onboarding SaaS 69

Sales Hacker

JULY 21, 2021

But that doesn’t mean they’re all bad. A strategy is how a team plans to reach their overarching goals and all of the steps to get there. A strategy requires you to have a framework to implement and metrics to measure progress. Managers can energize the whole team by helping secure some quick wins. “Hi!

Sales Hiring 125

Sales Hiring Underperforming Technical Team Sales Sales Enablement 125

Sales Enablement, SaaS and Growth

APRIL 10, 2017

Many companies are investing in the creation of sales enablement teams, but as they’re so new, there’s a distinct lack of thought leadership, standardised measurement and best practices available. Put simply, as a sales organisation grows, the sales enablement team must evolve alongside it.

Sales Enablement 112

Sales Enablement Sales Hiring Underperforming Technical Team Sales 112

Sales Hacker

AUGUST 10, 2021

In this episode of the Sales Hacker podcast, we have Keith Daw , VP of GSD and Trainer at McDonell Consulting Group , where he ‘Gets Stuff Done’ and teaches the Sandler Training methodology. Know why you’re training your team before you start. Keith Daw & McDonell Consulting [3:21]. powered by Sounder.

Scale 104

Scale Underperforming Technical Team Leadership Consulting 104

Valuize Consulting

AUGUST 4, 2022

It’s important to recognize that there will always be fires to put out and a myriad of tasks that your team will be working on, but you can’t boil the ocean and neither can your CS technology. Launch your plan in bite-sized pieces as you’re going to be working with many team members to ensure they are able to successfully adopt the software.

Technology 52

Technology Customer Success Underperforming Technical Team Investment 52

OPEXEngine

DECEMBER 23, 2020

Some SaaS startups develop a form of zero-sum delusion early in their evolution, characterized by the following set of beliefs. Since the only thing consultants do is implementations, their job title should be “Implementation Consultant“. Any solutions practices or offerings should be built by our partners.

Underperforming Technical Team 52

Underperforming Technical Team Sales Hiring Consulting Forecasting 52

Intercom, Inc.

APRIL 5, 2018

Our chat covers how gaming principles influenced her growth experiments, her team’s most successful retention tactics, and much more. Gina: Yeah, I was a consultant, but the role wasn’t really called PR. Adam: How was the transition from classic marketing to working more with designers and engineers on the growth team?

Underperforming Technical Team 223

Underperforming Technical Team Retention Metrics Engineering 223

Intercom, Inc.

AUGUST 15, 2019

If an organization’s founders aren’t designers and don’t come from a background where well-designed products played a key role in their lives, it can often be the last discipline to be brought onboard the team. On a bad day, a lot more of it got thrown away. My responsibility was to build a design team in that new agile way of working.

Underperforming Technical Team 179

Underperforming Technical Team Scale Innovation Startup 179

Valuize Consulting

DECEMBER 7, 2021

Stephen is a Customer Success Executive in the SaaS industry, specializing in customer renewals and relationships, with 20+ years of organizational development experience. When it comes to budget, organizations often haven’t established where the investment is coming from to fund the CS team. leverage Training & Development.

VP of Engineering 98

VP of Engineering Customer Success Sales Hiring Interviewing 98

Intercom, Inc.

MAY 13, 2021

Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm. So how do you create a strong, enterprise-ready team? Not just support on steroids: How to build a customer success team.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

Kellblog

MAY 5, 2021

Counting leads for leads’ sake (a so-called vanity metric) is stupid. The book sometimes preaches what I might call fundamentalist ABM [7] – e.g., MQLs are bad, you should get rid of them as a concept and never think about them again. When ignorant marketers celebrate MQL volume without caring about conversion, that’s bad.

B2B 142

B2B Marketing Software Review Underperforming Technical Team 142

Neil Patel

APRIL 12, 2021

Develop a Business Plan. Your marketing plan should include your marketing budget, overall marketing strategy, and plan for tracking metrics. You should track, at minimum, the following four metrics : Churn rate (CR): CR is how many customers you lose, on average, each month. Company Overview. Key Personnel.

Outsourcing Services 123

Outsourcing Services Payment Methods Subscription Payment Features 123

Valuize Consulting

JULY 22, 2021

Emily and Mary-Beth recently spoke to us and shared their expertise on the 3 pillars of CS Operations and how to build and scale a high-performance CS Operations team. Look at all of the numbers, metrics, and user data that you can get out of any system for all customers, churn and still in existence, and start comparing.

Customer Success 52

Customer Success Scale Underperforming Technical Team Government 52

SaaStr

DECEMBER 23, 2020

How does Tamar structure the customer development process? What channels can teams put in place to have this real-time dialogue with their customers? I was a C++ developer working on electromigration on a full chip. Anytime I would hire a new product manager into my team, I would tell them you use search all the time.

VP of Engineering 240

VP of Engineering Software Review Technical Review Underperforming Technical Team 240

Neil Patel

SEPTEMBER 1, 2021

Evaluate their strengths and weaknesses. If you don’t have the answers to questions like these, your goals need a little more work before you’re ready to develop your marketing strategy. Tracking metrics gives you key insights into what works and, of course, what doesn’t. Not sure where to get started? Sure, words are great.

B2B 144

B2B Strategy B2C Content Marketing 144

Valuize Consulting

NOVEMBER 15, 2021

It’s important to keep these realities in mind as you determine what your key metrics are because your customers’ lifecycle stage will place constraints on the kind of data you can collect and the insights you can extrapolate. This secondary metric must also be green to produce an overall green score.

Underperforming Technical Team 52

Underperforming Technical Team Scale Churn Data Analysis 52

FastSpring

JANUARY 26, 2024

But the support team are responsible for first response times, for things like NPS, whereas what we’re responsible for is, ultimately, outcomes.” Product teams can better improve and develop products when customer success has helped identify what customers need. I had poison ivy really bad.

Customer Success 144

Customer Success VP of Engineering Payments Payment Methods 144

Tom Tunguz

NOVEMBER 13, 2012

Conversion rates can vary widely by channel and lots of poor traffic isn’t worth the effort. Spifs or sales incentives If you are considering a distribution or sales channel partnership, spiffs or sales promotion incentive funds ensure that sales teams working for your partner are paid to sell your product. Avoid them.

Startup 100

Startup Underperforming Technical Team Scale Payment Services 100

Intercom, Inc.

MAY 3, 2018

Here are five quick takeaways: Instead of relying on word of mouth to permeate the team, write things down. If Rohini’s team is making changes to the UI or the front end, they can test quickly and easily, but because their core product is payments-based, much more rigor is required compared to your typical software product.

Payment Methods 195

Payment Methods Merchant Services Scale Payment Features 195