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 Subscription 100

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 213

SMB Customer Lifetime Value AWS Churn 213

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

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 243

CTO Hire Sales Hiring Sales Recruiting CTO 243

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 238

Scale SaaS SMB Pricing 238

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 334

SMB Pricing Sales Metrics 334

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 317

Scale Scaling Technical Review Systems Review 317

Stax

APRIL 11, 2024

SMB owners wear many hats, managing everything from staff to sales. Customer service on your terms: When things don’t run smoothly, having customer support 24/7/365 , means you can spend time on what matters most. Conquering Implementation Challenges Implementing new technology like a PMS is not without its challenges.

Payment Services 88

Payment Services Payment Solutions Merchant Services Payment Methods 88

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 110

Benchmarks SMB Metrics SaaS 110

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 338

Sales Hiring Sales Outsourced Development Technical Review 338

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 95

Scale Enterprise Marketing Sales 95

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

SaaStr

NOVEMBER 2, 2019

What does Krish mean when he says, “In SaaS, you either sell to one of 2 customer profiles”? How does Krish think about purely serving the SMB market? Does one have to expand the product line to retain customers? How does he think about the mortality rate of SMBs? First, what is continuous customer development?

Scale 132

Scale SaaS Payments Sales Recruiting Payment Services 132

User Pilot

SEPTEMBER 19, 2023

Product-led growth may be a bit of a buzzword, but achieving no-code growth is particularly important for SaaS companies with low ACV, freemium models and generally those in the SMB sector.

SMB 52

SMB Onboarding Mobile Revenue 52

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 77

Scale Enterprise Sales Hiring Technical Review 77

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

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

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

CustomerSuccessBox

MAY 8, 2022

Customers typically think of tech as cutting-edge, therefore they assume it must come with a large price tag. Furthermore, the typical SMB spends 6.9% Ensure you have the correct ticketing system in place for customer support, send the right follow-ups at the right time, and have a good feedback loop in place, to name a few.

Customer Success 52

Customer Success Scale Systems Review Software Review 52

Baremetrics

JANUARY 24, 2021

A year earlier we’d launched the MVP of the model allowing SMB customers to input a credit card to get access to the platform, but we hadn’t had a chance to dedicate time or resources to optimizing a proper SaaS onboarding funnel. This is because of the nature of SMBs occasionally pivoting or going out of business.

Churn 71

Churn SaaS Payments Payment Methods Payment Solutions 71

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 156

Underperforming Technical Team Sales Hiring compliance SMB 156

SaaStr

OCTOBER 31, 2019

Contrast that with companies that might also sell into the SMB segment of the market where the ASPs, the average deal sizes are lower. SMB businesses just go out of business much more frequently, and so their gross retention numbers are going to be lower.

Cloud 100

Cloud Scale AWS Machine Learning 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 231

Sales Hiring Scale SMB AI 231

SmartKarrot

NOVEMBER 29, 2021

Role: Head of Customer Success Location: New York, NY, US (Hybrid) Organization: Pinecone As a Head of Customer Success, you will hire, train, and manage a high-performing customer success team including pre-sales, post-sales, and professional services. Own and improve all customer support and assistance channels.

Customer Success 19

Customer Success Sales Hiring Technical Review SMB 19

Sales Hacker

JULY 21, 2021

The reason businesses are switching to revenue operations and account-based sales is because sales reps are expected to know their customers’ needs before calling them. But if you say this too much, your customers’ eyes will glaze over. Do we need to put this project on the backburner for now?”.

Sales Hiring 125

Sales Hiring Underperforming Technical Team Sales Sales Enablement 125

CustomerSuccessBox

MARCH 4, 2022

Architecting the customer success organization and solutions to leverage and grow in support of our revenue goals, including finding the correct balance of services and support for our many customer categories – Large Enterprise, Mid-market, and SMB. Increase Efficiency Through Technology.

Customer Success 52

Customer Success Scale Customer Lifetime Value Interviewing 52

SmartKarrot

SEPTEMBER 12, 2022

Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors. Responding quickly to customer support requests and incoming bid requests, helping users to “self-serve”, understand the benefits of using the platform, and unlock the benefits of doing so.

Customer Success 19

Customer Success Scale SMB Technical Review 19

Sales Hacker

FEBRUARY 12, 2021

Most enterprise CRMs offer more features than simple CRMs and can support complex sales operations with advanced reporting capabilities, product libraries, sales enablement and tools, and more. Enterprise CRM vs. SMB CRM. But what exactly makes a CRM ideal for a large company? Capterra Rating : 4.2 (199 199 reviews).

Payment Solutions 84

Payment Solutions Enterprise Scale Payments 84

SmartKarrot

JANUARY 3, 2023

Direct responsibility for teams within the Customer Success function including onboarding, implementation, and success. Work closely with and in partnership with the Leader of Customer Support to ensure positive collaborations across Customer end to end ways of working. Drive a company-wide culture of customer success.

Outsourcing Services 19

Outsourcing Services Customer Success Outsourced Development Scale 19

SmartKarrot

FEBRUARY 20, 2023

Through customer interaction, inventive problem-solving, and excellent internal coordination with our Customer Onboarding team, empower the team to identify and successfully address accounts with low uptake. You’ll be a proactive team member of Customer Success ready to support our lofty objectives and core principles.

Customer Success 19

Customer Success Scale Communication Technical Review 19

SmartKarrot

OCTOBER 11, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom Organization: CreatorIQ As a Customer Success Manager, you will own post-sales customer relationships with key account stakeholders to drive valuable partnerships through account management activity, identifying opportunities for continued growth.

Customer Success 19

Customer Success Technical Review Systems Review Outsourced Development 19

SaaStr

MARCH 27, 2019

I think for me one of the biggest realizations for me, we were a mid market company, right, we grew up in SMB. When I started at Salesforce, we were SMB mid market, right, that’s really where we lived. So this really came to me, at one point at Salesforce I ran our low end customer support application, it was called Desk.

Scale 136

Scale VP of Engineering Mobile Scaling 136

OPEXEngine

JUNE 8, 2021

It must support many if not most of the goals of the enterprise. And it must integrate with multiple other enterprise applications, whether enterprise resource planning, human resources management, payroll management, customer support, or marketing platforms. The more complex a product is, the harder it is to sell.

Enterprise 52

Enterprise Underperforming Technical Team SaaS Sales 52

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 Stax 88

ChurnZero

JANUARY 4, 2019

“Companies are beginning to take notice that you can create a cult-like following if you take care of your customers and don’t treat customer support as a checkbox or a cost center. While many forward-looking companies already have the leader of Customer Success report directly to the CEO, it is not yet a sure thing.

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

FastSpring

DECEMBER 7, 2023

In this episode of Growth Stage, Carl will dives into his experience running acquisitions of SMB software businesses, including: His thoughts on what makes a software company a good target for an acquisition by a brand. What factors beyond financials makes a target even more valuable. Is that how you look at it?

Software Review 146

Software Review Technical Review Development Team Review Branding 146

OpenView Labs

MAY 8, 2019

Everyone—engineers, customer support, CSMs, even the CEO—who plans to participate in the community needs to be trained so their interactions are on-point and successful. All of your customers, from enterprise to SMB, will participate in a great community. Step 4: Train Your Company. Epic Community for Everyone.

Customer Success 56

Customer Success Scale Entertainment SMB 56