Sat.Jul 20, 2013 - Fri.Jul 26, 2013

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Why Support Software Is the Future of Work Email

Tom Tunguz

In 2005, I started as a customer support rep in the AdSense team at Google. Over the next few months, I was trained in the art of handling hundreds of emails per day. My training focused on using a customer service tool called Trakken that Google had acquired and heavily modified to enable AdWords and AdSense teams to manage the torrent of inbound support emails from customers.

Software 100
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Activity timeline redesign

CloseSaaS

A core concept in Close is that each lead has an “Activity Timeline” which shows—in one place—all the activity pertaining to a specific lead: all phone calls, emails, notes, and when it was created.

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Framing Your Startup’s Sales Pitch: Focus on Value, Not on Cost

Tom Tunguz

Sales pitches ought to frame a product in a way to maximize the chances of success of a sale. One trend I’ve been seeing in pitches is to talk about how software can save costs by reducing a customer’s head count. A pitch that focuses on cost savings by reducing staff should be delivered only after much consideration because of a few objections created in these pitches that might slow or halt the sales process.

Sales 100
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Product Market Engagement: The Missing Step in Lean Startup Methodology

Tom Tunguz

Atul Gawande, the American surgeon known for his book “ Better ”, wrote an article in this week’s New Yorker called “ Slow Ideas: Some innovations spread fast. How do you speed the ones that don’t? ” He describes the challenges faced by healthcare institutions all over the world: despite the advances in research, the most difficult part of improving care isn’t availing doctors and nurses to these breakthroughs, but changing their behavior.

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How Investors & Strategic Buyers Evaluate Integrated Payment Strategies

Explore how integrated payment strategies impact investor and buyer evaluations. Payments are more than a feature — they’re a key to long-term success and market differentiation. They help SaaS companies offer seamless user experiences and efficient operations. Investors and strategic buyers assess these integrated payment strategies as a measure of a company's growth potential and sustainability.