How To Buy Saas

MAY 26, 2025

Sparse customer support: Customer support is limited primarily self-serve FAQs and an email contact form. Theres no live chat or robust support channel for immediate help. Customer Support When it comes to support, Skynova provides help, but its fairly limited in scope.

Software Review 40

Software Review Systems Review Technical Review Payment Solutions 40

SaaStr

JULY 15, 2025

The 80% Solution: High Impact, High Investment Customer Support: 80% Replaceable (If You Go Deep). But … The Reality : AI can handle the vast majority of customer support tickets, but only if you’re willing to make a significant investment in training and orchestration. 60% At a Minimum.

AI 238

AI Sales Hiring Scale B2B 238

Sales Hacker

FEBRUARY 25, 2025

Obviously, SMB, smaller companies, there’s risk when the market’s the way it is. And they’re either SCRs or customer support. You know, starting at customer support was kind of the route if you, uh, uh, didn’t have any work experience. Everyone’s trying to go upmarket.

Sales Hiring 84

Sales Hiring Marketing Technical Review Sales Recruiting 84

Sales Hacker

MARCH 4, 2025

Jessica Gilmartin: So I’m a marketer, and so I will talk about the customer ad nauseum, so you’ll probably hear me talk about that in every single one of my responses because I really think it’s so important. It has to be driven by what the product can do and the value that the product drives for the customer.

Scale 77

Scale Scaling Sales Hiring Technical Review 77

SaaStr

JULY 27, 2022

If a SaaS business hopes to win over the SMB market successfully, it will need a precise GTM approach. Founded in 2015, PayFit is a software company that empowers entrepreneurs and SMBs to digitize payroll and HR processes. Without an autonomous-first approach, you will miss out on many SMBs.

SMB 244

SMB Sales Hiring Scale B2C 244

SaaStr

JULY 11, 2023

Gorgias, an eCommerce customer service platform, discovered that their customers’ main pain points were a lack of centralized customer support channels and poor integrations. For example, Gorgias knew they were targeting not only eCommerce but also customer service. Who will be looking for this product? Mid-Market?

Sales Hiring 200

Sales Hiring SMB Sales Recruiting Payment Methods 200

SaaStr

MAY 19, 2019

What lessons can we learn from this huge Kiwi SMB success, for other founders? ” So even in SMB sales in smaller markets, if you take dominant market share — you can get to $500m+ in ARR! ” So even in SMB sales in smaller markets, if you take dominant market share — you can get to $500m+ in ARR!

SMB 270

SMB Customer Lifetime Value AWS Churn 270

SaaStr

NOVEMBER 20, 2020

paying customers in SaaS. And it’s very hard to support them with any customer support or salespeople at that price point. At $12 a year, how much can you spend on live support? So almost everyone finds a way to get customers to pay $10 a month instead, and you have a $100m+ business, worth $1B+ that can IPO.

Scale 293

Scale SaaS SMB Pricing 293

SaaStr

JANUARY 3, 2021

The latter is basically sophisticated customer support IMHO, but done by revenue-focused professionals. Customer calls in, willing to buy on that call, with a few questions. First, at the low end of the market, there are 2 types of sales: “Real” sales with demos, leads, a sales process … and 1-Call-To-Close.

SMB 337

SMB Pricing Sales Metrics 337

Tom Tunguz

APRIL 16, 2013

At first glance, SMB SaaS companies, those who sell Software-as-a-Service to small to medium businesses, may seem like any other software company. Successful SMB SaaS companies have reinvented their businesses eschewing the expensive enterprise sales model in favor of end-user centric marketing, support and product development.

SMB 100

SMB Scale Startup SaaS 100

Tom Tunguz

SEPTEMBER 17, 2012

SMB SaaS companies cannot afford to pay for distribution. The most successful SMB SaaS companies (Zendesk, Expensify, Square) build communities to drive distribution. Salespeople are a great target community because they try new products quickly, are very vocal with their support or displeasure and are tremendous networkers.

SMB 100

SMB SaaS Branding Payment Features 100

SaaStr

SEPTEMBER 15, 2023

So, if he wanted to hire customer support, it could be a biomechanical engineer. Big Bet #4: Go After Bigger Fish — Overlay Field Motion Over Inbound People often assume inbound is all SMB, but one of the things Freshworks realized early on is that you can close larger deals with inbound. Inbound isn’t just about SMB customers.

Sales Hiring 284

Sales Hiring Scale SMB SaaS 284

Tom Tunguz

AUGUST 2, 2016

Channel distribution represents one of the biggest and most important changes in customers acquisition for SMB SaaS startups in quite a while. As many of these channel partners move to newer distribution models, the brokerage channel model in particular, they represent an efficient and leveraged customer acquisition channel.

Outsourcing Services 111

Outsourcing Services SMB Acquisition Scale 111

SaaStr

NOVEMBER 16, 2021

Positions Needed: Enterprise AEs, Mid-Market & SMB AEs, SDRs, Sales Ops, Sales Engineer. Positions Needed: Enterprise CSM, Mid-Market & SMB CSM, Customer Support Reps, Implementation/Solutions Engineer. Head of Marketing. Team Size: 5 – 6. Director of CSM. Team Size: 4 – 8.

CTO Hire 284

CTO Hire Sales Hiring Sales Recruiting CTO 284

Tom Tunguz

APRIL 25, 2012

On first glance, SMB SaaS companies, those who sell Software-as-a-Service to small to medium businesses, may seem like any other software company. SMB SaaS companies sell to a radically different market than enterprise software companies. On the other hand, SMB SaaS companies sell to firms with 10 employees and $400k in annual payroll.

SMB 100

SMB Scale SaaS compliance 100

Tom Tunguz

SEPTEMBER 13, 2016

New Customers per Year 1333 6667 13,333 33,333 66,667 133,333. When an SMB SaaS startup is young with quickly growing revenues, more of the same works. Fast-forward two years when the company is at $5M in ARR and the business needs to be adding 13,333 customers each year. ARR 1 5 10 25 50 100. Xero, Wix, Zendesk are among them.

SMB 100

SMB Scale Startup Marketing 100

SaaStr

NOVEMBER 22, 2020

SMB to Enterprise, decide which you want to start with and toward which you want to move. Brand includes your company values, Heritage/story, packaging, convenience, customer support, quality, segment focus, and positioning, all of which can differentiate your company from others with similar products. Geographic regions.

Scale 322

Scale Scaling Technical Review Systems Review 322

SaaStr

OCTOBER 4, 2024

Finding Superfans Early On Jason starts by asking the meta-question: “You’re at $900M of ARR, growing 35%, 112% NRR from SMBs, and 14% free cash flow. They supply their customers with a full marketing suite and customer data software for thousands of SMB, e-commerce businesses. Is there a downturn?” The bet paid off.

Revenue 307

Revenue Scale Underperforming Technical Team Sales Hiring 307

SaaStr

MAY 25, 2020

“We added slack for customer support and on boarding” — Adam Livesay, founder, Elevat. SMB: build a pitch that enables a one-call close: include an ROI sample, relevant case study, and proactive answers to common objections. “Simplicity. In everything. In your messaging. In your website.

Sales Hiring 343

Sales Hiring Sales Outsourced Development Technical Review 343

SaaStock

JANUARY 25, 2019

Omie main goal is to bridge the efficiency gap in Brazilian SMB, helping customers to be more prosperous. Omie is the only SaaS company figuring among 100 fastest growing SMB in Brazil, according to Deloitte Consulting, ranking #3. Its core product is AgentBot, which is an automated platform for omnichannel customer support.

SaaS Payments 257

SaaS Payments Payment Solutions Payment Methods Payments 257

Tom Tunguz

AUGUST 26, 2014

HubSpot is the second fastest SMB SaaS company to IPO yet, achieving the mark within 8 years. Most other SMB companies, defined for this analysis as having an ARPC of less than $15,000, took at least one more year to go public. Impressively, HubSpot has been able to record much faster revenue growth than other SMB SaaS companies.

Benchmarks 111

Benchmarks SMB Metrics SaaS 111

SaaStr

OCTOBER 15, 2019

Unlike when selling into SMB businesses that kind of can go from a demo, to a conversion, to a close in a matter of days, enterprise sales is a lot more complicated and it’s hard to navigate through. So as Lauren sort of alluded to, we started by focusing on SMB’s. It’s not going to work.

Underperforming Technical Team 218

Underperforming Technical Team Sales Hiring SMB Enterprise 218

Intercom, Inc.

JULY 11, 2019

Since 2010, he’s helped the company grow to more than 40,000 customers and helped scale the support team to more than 500 employees to assist those users. Here are five quick takeaways: Most sales and support teams talk about their jobs as a funnel. How do you guys think about communicating the ROI of customer support?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

SaaStr

JUNE 16, 2020

It’s available to everyone bringing in third party speakers, bringing in, we had Mark Cuban couple of weeks ago, we’re having Brene Brown for our SMB business, around empathy, and leading through courage. It’s the SMB space. And so Leading Through Change is a series we’ve launched. It’s crazy.

Sales Hiring 210

Sales Hiring Scale SaaS Payments Payment Services 210

SaaStr

JULY 2, 2019

Early days we had an accounts team, and the accounts team would work out of Zendesk, not Salesforce, so it was almost like an extension of customer support. Dannie : The way we specialized is we segmented, so SMB originally, enterprise, large enterprise. Kevin : As Dannie said, we’re looking after the customers.

Enterprise 168

Enterprise Scale Sales Hiring SMB 168

Sales Hacker

FEBRUARY 2, 2021

SMB Sales vs Enterprise Sales Process. Companies often use this model with specialized products with high price points and usually require more training and customer support. Support : Is there access to customer support 24/7? SMB Sales vs Enterprise Sales Process. What Is Enterprise Level Sales?

Scale 111

Scale Enterprise Marketing Sales 111

Tom Tunguz

JULY 14, 2013

The product is essential to the operation of a customer’s business. For example, Zuora enables subscription billing; Expensify manages employee expenses; ZenDesk builds customer support systems. Customers can’t function without it. Characteristic 2: Cost/Value Proposition is Straightforward.

Sales Hiring 100

Sales Hiring Venture Capital SaaS Machine Learning 100

Sales Hacker

AUGUST 7, 2020

The plus side of this is that it leads to a comradery at start-ups and SMB organizations that is often hard to replicate at the enterprise level. Salespeople are not as tightly managed in start-ups or SMBs, and most of us like that. They also usually invest in fulfillment and customer support functions. Opportunities.

Scale 108

Scale Enterprise Sales Hiring Technical Review 108

How To Buy Saas

MARCH 14, 2024

The simple answer to this is through integrating a WhatsApp chatbot, which helps to enhance interactions with your customers and contribute to business growth. They offer 24/7 customer support, with one-to-one interactions to customer queries, leading to enhanced customer satisfaction and business growth.

SMB 52

SMB Artificial Intelligence Enterprise Business 52

Neil Patel

DECEMBER 23, 2020

HubSpot CRM – Best free marketing CRM Really Simple Systems – Best free sales CRM Agile CRM – Best free customer service CRM Flowlu – Best for SMB finance Apptivo – Best for basic business management. Customer support can assign labels to organize and prioritize tickets.

Payment Solutions 145

Payment Solutions Software Review Software Payments 145

Hitenism

DECEMBER 26, 2016

SMB-focused companies often find growth by going upmarket. Your support team saves revenue, handles inbound replies to your customer success emails, and suggests upgrades where it makes sense. Good customer support is the most underrated sales strategy. Sales has become a saturated channel.

Scale 152

Scale SaaS Marketplace as a Service SMB 152

Andreessen Horowitz

MARCH 7, 2024

Time Warner Cable has also observed that their own customers would rather pay more for an unlimited cable service than pay less and only for what they consume—so it’s important to implement a pricing model that builds trust with your customers and aligns with how they consume your product. Most effective segments: PLG, SMB, midmarket.

Scale 93

Scale Pricing SMB Forecasting 93

Stax

DECEMBER 20, 2023

Since we’ve spoken a lot about credit card processing before, today we’ll take a look at how to find the best credit card processor for your SMB in 2024. Since the big players in the landscape generally all offer a robust set of services, data shows that most SMBs are satisfied with their payment processors and aren’t likely to switch.

Payment Services 88

Payment Services Merchant Services Payment Methods Payment Features 88

Frontegg

NOVEMBER 25, 2021

Pros: Multiple social login options, Intuitive dashboard, Good documentation Cons: Escalating pricing options, Iffy customer support, Better for B2C Pricing: $130/month/3 SSO connections, up to 7000 MAU, up to 50 organizations only, M2M tokens adds to the pricing. #3 3 – Frontegg. Scaling up fast and need SSO? 6 – WorkOS.

B2C 98

B2C Scale Identity management Enterprise readiness 98

Point Nine Land

JANUARY 2, 2019

It started with Salesforce in the sales category, followed by Hubspot for Marketing, Zendesk for customer support, Intuit or Xero for finance, Zuora for payment, Slack for internal communication to the more recent ones like Invision’s app store for design or Intercom for customer communication.

Payment Methods 66

Payment Methods Payment Solutions SaaS Payments Payments 66

Neil Patel

DECEMBER 5, 2020

Phoneburner – Best for Remote Teams VanillaSoft – Best for Outbound Sales Voicent Cloud – Best Standalone Auto Dialer Software Mojo – Best for SMB Sales RingCentral – Best for Compliance Kixie – Best for Local Presence. 4 – Mojo — Best For SMB Sales.

Software Review 145

Software Review Software Scale compliance 145

Frontegg

AUGUST 12, 2021

Pros: Multiple social login options, Intuitive dashboard, Good documentation Cons: Escalating pricing options, Iffy customer support, Better for B2C and not B2B Pricing: $130/month/3 SSO connections, up to 7000 MAU, up to 50 organizations only, M2M tokens adds to the pricing. #3 3 – Frontegg. 6 – WorkOS.

B2C 98

B2C Identity management Systems Review B2B 98