Intercom, Inc.

OCTOBER 16, 2018

“If you can’t measure it, you can’t manage it,” as Peter Drucker put it. But that approach doesn’t just apply to your supply chain management, revenue or churn rates – most fundamentally, it also applies to people and our performance. People are all unique, and our performance can vary from hour to hour, never mind from day to day. Measuring that is inherently messy and difficult, which is why crafting effective KPIs for people’s performance is so challenging.

Customer Support 154

Customer Support Underperforming Technical Team Scale Construction 154

Tom Tunguz

OCTOBER 13, 2018

Earlier this year, I wrote about MadKudu’s analysis of free trials and asked if readers were interested in another benchmarking survey on the topic, and the response was overwhelming. Over the last few weeks, my colleague Patrick Chase , and I (along with help from many people in the community) have been busy putting the survey together. I’d like to thank Ryan Janssen for lending a hand.

Software Review 140

Software Review SaaS Benchmarks Acquisition 140

InsightSquared

OCTOBER 15, 2018

If you’ve ever thought about becoming a lawyer, the path is pretty clear: Get a Bachelor’s degree. Take the LSAT. Earn your JD. Pass the bar. The process may not be easy, but at least it’s laid out. You know exactly what steps to take, including recommended classes and exam prep courses, in order to put yourself on a path to success. When I think about sales operations, there is no defined route to take.

Sales 110

Sales Communication Leadership Acquisition 110

FastSpring

OCTOBER 16, 2018

FastSpring’s Employee Spotlight is a Q&A series that features the hardworking, intelligent, and fun people that make FastSpring great. Get to know the fantastic team behind the ecommerce platform. Q: What is your role at FastSpring? A: I serve as the Chief Financial Officer where I’m responsible for budgeting, forecasting, and strategic planning.

Payments 90

Payments Payment Methods Payment Solutions Sales Hiring 90

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Payment Features

Intercom, Inc.

OCTOBER 17, 2018

When you think of Intercom, you probably think of software, our Messenger, perhaps this blog. You probably don’t think of comics, but for many Intercom staff, the “Intercomic” has become a coveted part of their job here, a very personal marker of progress and belonging. Let me explain. To celebrate each year that someone is with the company, we create a portrait to mark the occasion.

Company Culture 151

Company Culture Software Review Onboarding Management 151

Sales Hacker

OCTOBER 19, 2018

A couple weeks ago Zoominfo , a premiere B2B contact database, acquired Datanyze , a more recent pioneer that arms sales teams with technographics about their leads. The sales world is abuzz about these two joining forces! Both have ranked very highly in recent years as top tools for startup sales tech stacks, as shown by Bowery Capital’s most recent Annual Sales Stack Report here.

Acquisition 69

Acquisition Technical Review Artificial Intelligence Sales 69

FastSpring

OCTOBER 18, 2018

The traditional software licensing model is outdated. And we’re seeing this reflected in the seismic shift in preferences on the part of both businesses and consumers to subscribe to services instead of outright buying access to products. In other words, we are now in an era of subscriptions, in which businesses are progressively moving towards subscription-based business models.

Payment Features 68

Payment Features Payment Services Subscription Payment Methods 68

Intercom, Inc.

OCTOBER 15, 2018

Last week, we released our intelligent bot, Answer Bot , which helps you provide instant resolutions to customers by automating answers to their common questions. One of the unique things about Answer Bot is that not only does it provide specific answers rather than just article suggestions, but those answers can also include apps to power the actions needed to resolve their questions.

Payment Solutions 123

Payment Solutions Payment Methods Payments Subscription 123

Ryan Berg

OCTOBER 16, 2018

According to research conducted by UrbanAirship, 95% of opt-in users who don’t receive a push notification in the first 90 days will churn. And users who received more than one push message a day had 820% higher retention rates than users who received zero notifications. But just blasting users with frequent messages isn’t a guaranteed way to reduce churn, and the wrong message at the wrong time.

Artificial Intelligence 66

Artificial Intelligence Machine Learning Churn Retention 66

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Sales Hacker

OCTOBER 15, 2018

The post Why Your SDRs Keep Churning (And How To Start Retaining Them) appeared first on Sales Hacker.

Churn 67

Churn Sales Management 67

Outseta

OCTOBER 15, 2018

By Geoff Roberts Last year Clement Vouillon of Point Nine Capital wrote an article entitled The Rise of the Non “VC compatible” SaaS Companies. It made the rounds in tech circles online. And it expressed a growing sentiment in the world of SaaS start-ups; for the majority of SaaS founders the traditional VC model is a clusterfuck that makes very little sense.

CTO Hire 65

CTO Hire CTO Coach SaaS New CTO 65

Intercom, Inc.

OCTOBER 19, 2018

Large engineering organizations face a common problem – different teams working on different parts of a product can end up having specific domain knowledge, and even specific cultures, that can lead to silos. With siloed engineering knowledge, teams can start building fortresses, which can make it harder for others to jump in and contribute to the company’s goals.

Engineering 106

Engineering Technical Review Software Review Systems Review 106

Zuora

OCTOBER 18, 2018

Select excerpts from Subscribed Podcast Ep #23 with Anne Widera. We talk to Anne about the future of the mobility industry including self-driving cars, scooters, and more! The post Subscribed Podcast: Anne Widera on the future of the mobility industry appeared first on Zuora.

Mobile 56

Mobile Subscription Payment Features 56

Speaker: Ben Epstein, Stealth Founder & CTO | Tony Karrer, Founder & CTO, Aggregage

When tasked with building a fundamentally new product line with deeper insights than previously achievable for a high-value client, Ben Epstein and his team faced a significant challenge: how to harness LLMs to produce consistent, high-accuracy outputs at scale. In this new session, Ben will share how he and his team engineered a system (based on proven software engineering approaches) that employs reproducible test variations (via temperature 0 and fixed seeds), and enables non-LLM evaluation m

Artificial Intelligence

Sales Hacker

OCTOBER 15, 2018

This week on the Sales Hacker podcast, we interview well-known SaaS executive & Gainsight CEO, Nick Mehta. Nick is a two-time entrepreneur, previously having started a SaaS platform called Live Office. Through its acquisition by Symantec, he was Vice President at Veritas Software and Symantec Corporation. 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 succe

Customer Success 55

Customer Success Scale Underperforming Technical Team Retention 55

Ryan Berg

OCTOBER 16, 2018

According to research conducted by UrbanAirship, 95% of opt-in users who don’t receive a push notification in the first 90 days will churn. And users who received more than one push message a day had 820% higher retention rates than users who received zero notifications. But just blasting users with frequent messages isn’t a guaranteed way to reduce churn, and the wrong message at the wrong time.

Artificial Intelligence 52

Artificial Intelligence Machine Learning Churn Retention 52

CloseSaaS

OCTOBER 15, 2018

When you send a sales email, you could have the most compelling subject line. The most enticing content. The most exciting CTA. But if I don’t know you and your company, I’m always going to be left with one question: Why should I trust you?

Sales 52

Sales 52

ChurnZero

OCTOBER 19, 2018

Churn Monster #5: Manic Customer. With Halloween approaching there’s all sorts of spooky things around us, which makes it a perfect time for us to talk – churn monsters! If you are responsible for customer success or customer retention at your company, you have monsters in your closet. These churn monsters take big bites out of your customer base, which can be very scary.

Churn 49

Churn Compensation Customer Success Sales 49

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

AI

Totango

OCTOBER 19, 2018

We had a great time at the Technology and Services World (TSW) in Las Vegas networking, sharing ideas, and learning about the latest trends in technology services. It was a valuable and insightful event and the turnout at our booth from prospects and customers plus the successful session with our CEO Guy Nirpaz and Dilip Kumar, COO of Dimension Data, as they presented how Dimension Data has achieved better business results overall running on Totango, was by far the highlights for us.

Customer Lifetime Value 48

Customer Lifetime Value Customer Success Technology Innovation 48

TriTuns

OCTOBER 16, 2018

I recently watched this great video from Sustainable Human that tells the story about how reintroducing just 14 wolves to Yellowstone National Park in 1995 had a profound impact on that natural ecosystem. The video states that, “We all know that wolves kill various species of animals, but what perhaps we’re slightly less aware that they give life to many others”.

Customer Success 45

Customer Success Software SaaS Business 45

CloseSaaS

OCTOBER 15, 2018

Here's the recording of today's webinar about how to create high-converting sales email drip campaigns with our own Nick Persico and Richard Muscat.

Sales 52

Sales B2B 52

Net-Results

OCTOBER 18, 2018

You know what? They expect too little. Far too little. Growth at the expense of the customer One of the biggest problems with the enterprise SaaS market is that it is an area of heavy growth. The growth isn’t the problem, it’s that the SaaS companies tend to focus on just growth. At the expense of a group of […]. The post What do users of enterprise SaaS expect from customer service?

Enterprise 45

Enterprise SaaS Marketing 45

Speaker: Pete Uselman, Director of Partner Experience at Wind River Payments

Most integrated payments providers share a percent of the payment revenue with their software partners. But, oftentimes, that revenue share is only a fraction of the true income potential software providers can realize. If you want to maximize income opportunities from your payments program, check out Wind River Payments’ webinar-on-demand.

Payments

Rakam

OCTOBER 19, 2018

What is Retention? Retention is a metric that, helps you to understand how often users return to your app/website after their first usage. The data is formed by the two events, which are First event and Returning event. Retention data can be charted daily, weekly or monthly. Why Retention Is Important? As explained above, retention analysis allows you to see how often your users come back to your app after their first usage.

Retention 40

Retention Metrics Data 40

Chart Mogul

OCTOBER 19, 2018

The subscription economy has been a boon for the fitness industry. See how GymForLess is leveraging their revenue data to drive predictable growth. GymForLess is a desktop and mobile marketplace that gives fitness enthusiasts instant access to thousands of gyms across Spain. Their more than 200,000 users can book time at a gym, or a space in a specific class, right from their smartphone.

Merchant Services 40

Merchant Services Payment Services Marketplace as a Service Churn 40

TriTuns

OCTOBER 19, 2018

For years – long before the invention of SaaS, software vendors could make tons of sales by selling customers on the idea that software would solve all (well, most) of their problems. If you bought their system, all the great features and functions baked into their product would deliver great results. Vendors had polished demos that looked great and made buyers salivate.

Software 40

Software Education Churn Onboarding 40

Zuora

OCTOBER 18, 2018

Zuora announced today that it had been selected as a Premier Partner in the Amazon Pay Global Partner Program. The post Zuora partners with Amazon Pay to expand subscription billing options appeared first on Zuora.

Subscription 40

Subscription Payment Features 40

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Engineering

TrackStreet

OCTOBER 18, 2018

That reseller pricing program you’ve drafted and are now trying to enforce? Or the one you’re planning to draft and roll out soon? It’s a great step in safeguarding your brand value and your company’s long-term viability. You can’t build a strong brand in the marketplace, after all, if your retail partners are free to advertise your products for discount-bin prices or treat them as loss leaders to lure customers to their stores.

Pricing 40

Pricing Advertising Branding 40

Upscope

OCTOBER 16, 2018

Below we'll show you 3 of the best co-browsing software solutions in the market and how they're different. We cover Upscope, Surfly and Acquire. Related : What is cobrowsing? Why do cobrowsing solutions differ? Aren't they all the same? Not even close. Co-browsing is fundamentally different to traditional screen sharing because it involves passing the code rather than streaming a video.

Software 40

Software Banking Onboarding Technology 40

ReSci

OCTOBER 15, 2018

We did it! After 6+ months of diligent planning and focused execution, we’re celebrating a successful upgrade of our main application from Rails 3.2 to 5.1! In this article we discuss the motivations for doing this upgrade, how we methodically did it, and the learnings. The post Upgrading ReSci from Rails 3.2 to 5.1 appeared first on ReSci.

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