The Angel VC

MARCH 23, 2016

If you have a SaaS startup with a higher-touch sales model where revenue growth is largely driven by sales headcount, the plan needs to be modified accordingly. For Enterprise customers, the model assumes pricing increases at the time of renewal but not during the term of the subscription.

SaaS Payments 217

SaaS Payments Headcount SaaS Payment Methods 217

Intercom, Inc.

NOVEMBER 3, 2022

Scaling a support team is challenging enough as it is. You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. Liam: Why are customer support teams so vital?

Scale 206

Scale Outsourcing Services Software Sales Hiring 206

Andreessen Horowitz

MARCH 21, 2024

On a much smaller scale, we’ve also started to see some leaders deploying their genAI budget against headcount savings, particularly in customer service. One company cited saving ~$6 for each call served by their LLM-powered customer service—for a total of ~90% cost savings—as a reason to increase their investment in genAI eightfold.

Generative AI 145

Generative AI AI Enterprise Artificial Intelligence 145

SaaStr

JUNE 7, 2021

I was a software developer, a product person. Jason : One related point to that, you are legendary in terms of working with customers, providing huge value and getting good contracts out of them. I actually drive revenue from headcount, but I make sure I have enough stocked away. We developed an internal app.

Sales Hiring 329

Sales Hiring Underperforming Technical Team SaaS Headcount 329

ChurnZero

DECEMBER 28, 2021

Your days as a CSM are filled with conversations, meetings, and tasks that revolve around helping customers maximize your product’s value. But occasionally, your busy days get interrupted by an email from a customer who wants to cancel their contract. Many companies have playbooks for virtually every Customer Success scenario.

Sales Hiring 52

Sales Hiring Headcount Customer Success Outsourced Development 52

Intercom, Inc.

FEBRUARY 1, 2018

I stumbled upon Eric Ries and Steve Blank, the concept of customer development – it was a revelation. Eventually we focused on agriculture, on corn and soybean farmers, and changed from a concept of a thousand tiny contracts sold a day to a couple giant contracts sold a month. We got sales leads. We were closing deals.

Growth Marketing 174

Growth Marketing Scale Marketing Outsourcing Services 174

ChurnZero

MARCH 22, 2019

How to structure and compensate a Customer Success team. How to develop a customer health score and key customer events to track. We had one of our portfolio companies with 60% of their headcount reporting up through CS, and that’s how they focused and was the culture of the business. That’s the way we look at it.

Retention 61

Retention Payment Methods SaaS Payments Outsourced Development 61