Intercom, Inc.

APRIL 22, 2019

Businesses also win if, as a result of AI, teams are able to create more white-glove moments that turn users into customers for life. He joined me for a conversation on tackling issues that come up as you scale your customer experience. When scaling your customer experience, remember AI can’t simulate human empathy.

Scale 156

Scale Scaling AI Search Underperforming Technical Team 156

User Pilot

JULY 27, 2023

They also manage finances and supervise one or more engineering teams. Customer Success Manager: This person is responsible for customer relationships and experience as well as acting as the voice of the customer. In large companies, the CSM also oversees other customer success roles.

Sales Hiring 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

SaaStr

NOVEMBER 2, 2019

As for Krish, under Krish’s leadership the team has grown to over 300 people and over 5,000 clients making it one of the next generation in truly global SaaS businesses started in India. Does one have to expand the product line to retain customers? First, what is continuous customer development?

Scale 134

Scale SaaS Payments Sales Recruiting Payment Services 134

Frontegg

MARCH 17, 2022

These companies also scale up with a CAC payback that’s lower than the market average in general. Sales-Led Growth is all about marketing and sales teams. Unfortunately, these pipelines are rigid and work in a way that doesn’t really allow smooth scaling. What is Sales-Led Growth? What is Product-Led Growth?

Scale 105

Scale Technical Review Underperforming Technical Team Sales 105

User Pilot

APRIL 7, 2023

When your product is catering to other businesses, it can be difficult for sales reps and other teams to understand the needs and experiences of the clients, especially if the client company sells multiple products. However, customer insights can help your teams understand all aspects of your B2B partners.

B2B 98

B2B Underperforming Technical Team B2C Scale 98

SaaStr

NOVEMBER 26, 2019

The company’s customers include Etsy, K-Swiss, Toyota, Yelp and Facebook among others. Its customer base spans over 14,000 customers in over 100 countries. Hear from Duo Security’s VP of Inside Sales America on how to build a $2.3B sales team. Jennifer Lawrence | VP, Inside Sales @ Duo Security.

Scale 226

Scale Sales Hiring Underperforming Technical Team Sales 226

SaaStr

MARCH 18, 2019

Formerly a senior leader at Google, Claire Hughes Johnson is now Chief Operating Officer at Stripe, where she’s helped guide the online payments firm through rapid growth. Here’s what Claire talks about: How to avoid trapdoor decisions when scaling. Lessons for scaling high-growth organizations. Our team is in Room 111.

Scale 121

Scale Payment Services Payment Methods Sales Hiring 121

SaaStr

SEPTEMBER 12, 2019

So how can you leverage that product’s success to obtain the valuation and funding you need to scale? Everyone’s always like, “how did you guys scale so quickly,” and like, everyone loves this product. When your customers are actually using the product and love the product, it’s such an easier sell.

Investment 100

Investment Underperforming Technical Team Sales Hiring Software Review 100

User Pilot

FEBRUARY 26, 2023

The goal is to get valuable insights into customers’ needs and use this information to improve retention. Examples of customer retention survey questions include: Net promoter score (NPS) : “How likely are you to recommend our product to others on a scale of 0-10?” A survey created with Userpilot.

Retention 98

Retention Scale Underperforming Technical Team Churn 98

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. A: It’s ok to say no.

Customer Success 40

Customer Success Sales Hiring Scale Underperforming Technical Team 40

Totango

OCTOBER 20, 2021

For example, to optimize customers’ immediate post-purchase experience of your software product, you might identify what needs to happen in order for them to start actively using your product, such as setting up passwords, learning how to log in, completing profiles and becoming familiar with basic navigational menus and product features.

Scale 92

Scale Underperforming Technical Team Benchmarks Onboarding 92

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. Start by identifying the key habits of healthy and unhealthy customers.

Underperforming Technical Team 94

Underperforming Technical Team Payment Services Payment Methods Scale 94

OPEXEngine

OCTOBER 5, 2021

The shift to cloud-based subscription models is creating even more value in a thriving sector. In more mature software companies, we see oversized returns for companies that are moving to software-as-a-service subscription models (see Figure 1). Sticky after all. the ability to offload more IT tasks to a remote vendor.

Software Review 52

Software Review DevOps as a Service Software Underperforming Technical Team 52

Sales Hacker

SEPTEMBER 4, 2018

What is Customer Success and why do you need it? Gain a new customer, you increase revenue. What happens when you lose more customers than you gain? It may happen sooner or later, but failure is the only prospect a business faces when customer loyalty plunges. Guide overview: What is Customer Success?

Customer Success 56

Customer Success Scale Technical Review Systems Review 56

Intercom, Inc.

NOVEMBER 7, 2019

So they created a software that provides control, visibility, and payment methods for corporate finance teams. When you create your own category , it can be tough to gain traction because potential customers simply don’t realize they need you. When I joined we had just an MVP, 10 beta customers and no pricing.

Scale 162

Scale Payment Methods Payment Solutions Marketing 162

Chargify

APRIL 23, 2019

According to a study by the Startup Genome Project of more than 3,200 startups, they found that “70% [of startups] fail because of premature scaling.” Understanding which stage your SaaS business is in can help determine the appropriate time to scale to the next phase—and do so successfully. Refining customer experience/onboarding.

Scale 74

Scale SaaS Payments Scaling Payment Services 74

Totango

OCTOBER 20, 2021

For example, to optimize customers’ immediate post-purchase experience of your software product, you might identify what needs to happen in order for them to start actively using your product, such as setting up passwords, learning how to log in, completing profiles and becoming familiar with basic navigational menus and product features.

Scale 73

Scale Underperforming Technical Team Benchmarks Onboarding 73

CustomerSuccessBox

APRIL 7, 2022

Puneet Kataria shares his experience and observation on how customer success teams can be agile in the Customer Success Vodcast hosted by tl;dv! Every customer success team during the onboarding, buzz around the term “Early value”, the question is how does it all start and even delivered?

Onboarding 52

Onboarding SaaS Payments Payment Methods Scale 52

SmartKarrot

SEPTEMBER 23, 2022

A customer success health score is built using a vast array of variables. Since tracking every customer is not feasible, hiring a customer health score expert is the next best option. A high score is equal to making the customer delighted. The objective is to develop a strong customer base.

Customer Success 10

Customer Success Underperforming Technical Team Payment Solutions Payment Features 10

SmartKarrot

SEPTEMBER 23, 2022

A customer success health score is built using a vast array of variables. Since tracking every customer is not feasible, hiring a customer health score expert is the next best option. A high score is equal to making the customer delighted. The objective is to develop a strong customer base.

Customer Success 10

Customer Success Underperforming Technical Team Payment Solutions Payment Features 10

SaaSOptics

MAY 19, 2022

More customers = more revenue. For subscription-based SaaS businesses, your customer acquisition metrics indicate how effectively you acquire new users via sales, marketing, or a product-led approach like a free trial. Below, we’ll dive into how to develop a customer acquisition strategy from start to finish. .

Acquisition 59

Acquisition Scale Strategy Software Review 59

Totango

OCTOBER 20, 2021

For example, to optimize customers’ immediate post-purchase experience of your software product, you might identify what needs to happen in order for them to start actively using your product, such as setting up passwords, learning how to log in, completing profiles and becoming familiar with basic navigational menus and product features.

Scale 62

Scale Underperforming Technical Team Benchmarks Onboarding 62

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. Outstanding brands create connections between customer needs and their solution.

Scale 75

Scale Onboarding Customer Success Underperforming Technical Team 75

User Pilot

FEBRUARY 20, 2023

Product analytics tools empower teams to make informed decisions on how to add more value and offer a better user experience. Amplitude is a dedicated analytics tool with very complex functionality that can be customized for various use cases. The latter is a standalone feature that requires a separate subscription.

Software Review 98

Software Review Systems Review Underperforming Technical Team Mobile 98

Intercom, Inc.

JANUARY 5, 2022

After working on NASA’s Space Shuttle Main Engine, he went on to develop Portfolium, a social networking platform that allows students and graduates to showcase skills beyond the traditional resume to potential employers. But before universities would do business with them, they needed assurance on their security posture.

Scale 211

Scale Software Review compliance Technical Review 211

Sales Hacker

OCTOBER 15, 2018

Nick talks to us all about customer success , how to measure it, how to think about it, what phases are important and relevant to your company when you’re incorporating customer success, and he also gives his point of view on why aliens have not yet visited the planet earth. What You’ll Learn. And on Stitcher.

Customer Success 47

Customer Success Scale Underperforming Technical Team Retention 47

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. What’s a Customer Health Score? Excel or business analytics software) to further develop your dataset.

Software Review 96

Software Review Systems Review Scale Underperforming Technical Team 96

SaaStr

NOVEMBER 9, 2022

Developing a product that solves a customer’s pain point provides a sense of pride and can drive the positive, emotional moment of awe that retains customers for the long haul. Winning the trust of your customers may take time (and can be lost in a fraction of that time), but earning that trust is essential to success.

Underperforming Technical Team 42

Underperforming Technical Team Business Scale Business Model 42

SaaStr

MARCH 20, 2020

Before Slack, Rachel spent 4 years at LinkedIn where she led the product marketing team for content experiences. How does Rachel see marketing move ever close to the function of customer success today? What is the optimal way for customer success and marketing to work together? *

SMB 189

SMB Scale Startup Marketplace as a Service 189

ProfitWell

MARCH 5, 2020

Plus, GrubHub launches a subscription to get ahead of the competition. Listen wherever you get podcasts: Your top subscription news. Driving product development. Boosting customer loyalty. Yet, one of the most despised emails to receive as a prospect or customer is also the survey. Survey says: feedback rules.

Scale 52

Scale Underperforming Technical Team Airlines Subscription 52

SaaStr

JULY 15, 2022

Jason recently opened up an AMA on Twitter Spaces to answer questions about scaling from $1M to $10M. We did a good AMA on this scaling at SaaStr Europa in Barcelona, a couple weeks back. That will scale, and then take those emails after four great pieces of content and do a weekly webinar and do a weekly get-together for them.

Scale 248

Scale Outsourcing Services Sales Hiring VP of Engineering 248

SaaStr

AUGUST 9, 2019

When should one look to hire their first customer success reps? You’ll also learn how leading SaaS companies are able to scale and thrive in this complex, dynamic environment. Here’s what Eyal and Megan talk about: How to develop software faster. * How does Vikas think about professional services? Missed the session?

SaaS Payments 139

SaaS Payments Cloud Technical Review Scale 139

User Pilot

MARCH 18, 2021

It’s also not like customer retention is the business of only one department. There has to be cross-departmental and cross-functional cooperation between product, sales & marketing, customer success, and customer support to implement a successful customer retention strategy. Which one would you buy from?

Retention 52

Retention Strategy Underperforming Technical Team Technical Review 52

Totango

NOVEMBER 14, 2019

A good first impression is integral to establishing trust in your team and confidence in your product’s ability to deliver value. . During this phase, the customer must become comfortable enough with your product to use it on their own to achieve their business goals. Rapid Product Integration.

Education 64

Education Onboarding Underperforming Technical Team Marketplace as a Service 64

SaaStr

NOVEMBER 16, 2020

What does it take to scale a sales team successfully? I’ve heard so many good things from Kobie, now at Upfront, and then also the team at Openview. Andy MacMillan: I started my career in tech actually as a developer. So just looking around from the inside, you can learn a lot about how great companies are scaled.

Sales Hiring 204

Sales Hiring Scale Leadership Technical Review 204

Sales Hacker

MAY 7, 2020

Where do you start with so many companies struggling and cutting down their sales teams? Many teams are going through change currently, as founders figure out the best way to deal with the current crisis. . Some teams have decided to double down and hire all the best sales talent, even while other companies lay off employees. .

Sales Hiring 63

Sales Hiring Scale Underperforming Technical Team Software Review 63

SmartKarrot

DECEMBER 24, 2021

After developing a hypothesis, you can test it by launching a Minimum Value Product (MVP). Once you feel there is a market for your product, you can scale it up according to the requirements and feedback you gathered through your initial customers. A churn rate is like a hole in any company’s customer retention bucket.

Underperforming Technical Team 10

Underperforming Technical Team Technical Review SaaS Systems Review 10