SaaStr

MARCH 15, 2024

Last week, they launched a product called Vimeo Central, a complete suite for using video in collaboration and employee engagement. They sell a lot into internal video, which is employee engagement. Do you see massive disruption in workforces and marketing headcounts shrinking because of AI? “I’m There is a lot, yet more to do.

AI Search 229

AI Search SaaS Advertising Sales Hiring 229

ChurnZero

JANUARY 11, 2024

Most company budgets that earmark dollars for customer success intend for it to go towards headcount. ChurnZero refers to that portion of the budget as the “non-headcount budget.” Many businesses engaged in the proverbial belt tightening which pressured budgets. Yet, every team needs tools and training to get the job done.

Headcount 52

Headcount SaaS Leadership Benchmarks 52

Intercom, Inc.

JUNE 7, 2022

Live chat – especially when it’s part of a modern customer communications platform that helps you make the most of every engagement – is a powerful addition to your sales tech stack. Increase your leads without increasing your headcount. But any target-focused sales professional will want to know: how well does live chat actually work?

Sales Funnel 245

Sales Funnel Sales Headcount Subscription 245

Totango

JULY 26, 2022

This allows the entire company to innovate customer engagements so everyone owns and shares in the success of positive customer relationships. This allows you to enhance value and improve CX by utilizing the resources you already have rather than adding more headcount. Totango accomplishes this in a variety of ways. Dynamic Assignment.

Scale 111

Scale Headcount Sales Hiring Customer Success 111

Intercom, Inc.

AUGUST 30, 2022

This is especially important for small teams, where you need to operate at a scale far beyond your headcount (without burning out your team by working around the clock). Using Brex also saves time for your finance team (or, depending on headcount, your finance person ??) Intercom – Customer engagement.

Scale 163

Scale Payment Services Startup AWS 163

Intercom, Inc.

DECEMBER 10, 2021

What to do: Increase your efficiency without increasing headcount using bots and automation. This holiday season, support teams need to deliver excellent customer support and ongoing engagement. Read more: The custom bot that saved logistics platform Stuart over 2.5k hours per week. Putting the “happy” back into “happy holidays”.

Headcount 195

Headcount Customer Support Scale AI 195

SaaStr

APRIL 3, 2024

Customers are being much more cautious, not buying ahead of their needs or being able to anticipate things like headcount growth or budget certainty as effectively as they had in the past. The way you engage customers has to change, and you have to be able to show what the returns are before renewal time.

Generative AI 238

Generative AI AI Technical Review Software Review 238

ChurnZero

MARCH 22, 2023

As a CS leader, these tools help keep your team lean, standardize your operations, and give your C-suite visibility into decisions about headcount and tooling. The most important part of mapping the customer journey is including every team who engages with customers in the process.

Customer Success 97

Customer Success Headcount Finance Leadership 97

ChurnZero

DECEMBER 2, 2022

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? All CS leaders eventually undertake this exercise to scale engagement and improve the customer experience. Q: How did you decide which segments would have a high-touch versus tech-touch engagement model?

Headcount 98

Headcount Underperforming Technical Team Scale Outsourced Development 98

SaaStr

DECEMBER 11, 2021

They wait for two reasons: first, it’s another headcount, which costs money, which can seem expensive when you have say just $5k-$10k a month in MRR and 6 months of runway left before you’re out of cash. You’ll find a way to keep that social contract, to keep those super early adopters engaged. They wait too long.

Sales Hiring 277

Sales Hiring Customer Success Headcount Churn 277

SaaStr

DECEMBER 16, 2022

Use carefully crafted messaging to seek the perfect buyers (people who haven’t engaged) and bring them to you. Instead of celebrating headcount, focus on growing efficiently in scalable ways.” . Using messaging to maximize outbound efforts . Outbound is another successful growth tactic when combined with effective messaging.

Outsourcing Services 219

Outsourcing Services Scale Sales Hiring Outsourced Development 219

Buffer Resources

APRIL 22, 2024

Unlike traditional startup founders who seek to grow headcount and scale a product, solopreneurs often are the product. For businesses and solopreneurs, building a community like this generates opportunities to cultivate a dedicated space to engage directly with clients, offer support, and gather feedback.

Social Media 97

Social Media Scale Growth Hacking Headcount 97

Intercom, Inc.

AUGUST 16, 2022

Support teams are facing a critical juncture: business costs and customer expectations continue to grow while resources like headcount and budget are decreasing. In turn, you’ll increase efficiency without increasing your headcount. So, how can it transform your offering into an experience that drives loyalty?

Headcount 118

Headcount Scale Sales Hiring Customer Lifetime Value 118

Intercom, Inc.

JULY 8, 2020

Conversational support engages our customers with a messenger-based experience that’s at once personal and efficient. “Conversational support engages our customers with a messenger-based experience that’s at once personal and efficient” It’s enabled us to build strong customer relationships, from our earliest days to now. .

Headcount 203

Headcount Social Media Customer Support Scaling 203

Intercom, Inc.

JULY 26, 2022

Recent research from Harvard Business Review Analytic Services reveals that 88% of survey respondents believe that customer engagement has a significant impact on their organization’s bottom line. In particular, support teams have a crucial role to play when it comes to engaging customers and building those positive, long-term relationships.

Payment Methods 118

Payment Methods Payment Solutions Payments Payment Services 118

Intercom, Inc.

JULY 27, 2022

As companies and their headcounts grow, so do their tech stacks. These tools need to communicate and work together to ensure you seize every opportunity to meaningfully engage with your customers. The scale of enterprise businesses makes them inherently complex – they rely on a suite of tools tailored for specific workflows.

Enterprise 205

Enterprise Headcount Engineering Cloud 205

Totango

APRIL 6, 2023

Our latest platform enhancements and solutions help you scale without needing to add headcount, and make CS a company-wide initiative that drives predictable revenue growth. While this customer segment may not be your biggest spenders, there certainly are lots of them and it can be tough to engage with everyone on the list.

Innovation 85

Innovation Scale Revenue Technical Review 85

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. As a result, CS teams often have to work harder to make the case for headcount, technology and even product requests on behalf of customers. How can CS leaders address this challenge?

Finance 98

Finance Metrics Customer Success Headcount 98

ChurnZero

SEPTEMBER 10, 2019

How to Pro actively Engage Clients and Automate Your High Touch Service – A Success Story . Whether dividing accounts based upon their engagement or position in the customer journey, the team is better equipped to recognize trend s. . Segmented Customer Types . Automate Previously Manual Tasks .

Payment Services 40

Payment Services Engagement Payments Headcount 40

Intercom, Inc.

DECEMBER 8, 2020

It can also guide your hiring process if increasing headcount is required to guarantee 24/7 coverage for customers. A disconnect between your tickets opened and tickets completed may indicate a need for better training of support reps, increased headcount, or the introduction of automation to help reduce the strain on your team.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

ChurnZero

MARCH 22, 2023

As a CS leader, these tools help keep your team lean, standardize your operations, and give your C-suite visibility into decisions about headcount and tooling. The most important part of mapping the customer journey is including every team who engages with customers in the process.

Customer Success 59

Customer Success Headcount Finance Leadership 59

ChurnZero

NOVEMBER 22, 2021

As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Using these models, you too can learn how to go toe-to-toe with your Finance team by presenting trade-offs to get the headcount you need. How to Build a Customer Success Budget for Headcount. Discovery Call.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

SaaStr

AUGUST 13, 2021

They do speaking engagements, and are constantly trying to network — just like you. You need a baked financial model, that includes sales and marketing costs, scaling over time, headcount, and comparison to comps, and when you’ll need the next round(s). They also have to spend a ton of time fundraising themselves.

Scale 281

Scale Sales Hiring Venture Capital Headcount 281

Totango

JULY 5, 2022

Engage Your Customers. In order to stay top-of-mind with your customers and remind them of the value you provide, you have to keep them engaged. You need to have a digital engagement model in place that ensures every touch provides value to your customer. . A simple email or in-app message every now and then won’t cut it.

Customer Success 97

Customer Success Scale Headcount Churn 97

Intercom, Inc.

JANUARY 20, 2022

Has it made you more reflective on how or why you engage in things such that we don’t start new on-ramps onto new problems in the future? “That’s where any company can tap into extra energy or engagement from their team” Des: It’s obviously useful for employee engagement. It certainly has for me.

Underperforming Technical Team 249

Underperforming Technical Team Headcount Sales Hiring Scale 249

Totango

JUNE 28, 2022

The best way to keep a customer on board with your company is to keep them engaged. Using a digital engagement model can help you better deliver and scale these important communications. Our dimensional health models enable businesses to understand the health of their customers and engage accounts when their health changes.

Scale 73

Scale Headcount Systems Review Communication 73

SaaStr

FEBRUARY 1, 2024

Product marketing become vital for Kady and team to reach new audiences, enter new markets, and keep their story fresh and engaging. What kind of headcount do you have? For example at Lightspeed Commerce, they are both a SaaS and a Fintech company. What is the unifying framework? What are the goals, responsibilities, or culture?

Scale 198

Scale Scaling Sales Hiring Marketing 198

ChurnZero

NOVEMBER 18, 2022

This is something that I’m doing with fractional headcount allocation. The pilot programs aren’t meant to be these big bells and whistles, not even after you launch an official full-time headcount on something. It’s going to be the growth team, and we’re going to put three to four headcount on it.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

Intercom, Inc.

APRIL 4, 2019

The SDR focuses on finding, engaging and creating qualified leads and then “hands” them to the AE to complete the sale. They source, engage, qualify, demo, and sign contracts, with no awkward handoffs. We are a very engineering-centric company, so 50% of headcount is always going to be on engineering.

Scale 162

Scale Sales Hiring Underperforming Technical Team Payment Services 162

Totango

MAY 26, 2021

Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. However, as the world has shifted (particularly last year during the pandemic), the modern customer journey has shifted as well and it now requires a different engagement model.

Scaling 95

Scaling Business Headcount Customer Success 95

Intercom, Inc.

NOVEMBER 9, 2021

By allowing support teams to get ahead of known problems and provide help to customers before they need to reach out, proactive support has enabled major companies to scale their support without increasing headcount, drive down inbound conversation volumes ( in some cases by up to 80% ), and maintain incredible customer satisfaction ratings.

Scale 118

Scale Customer Support Headcount Engagement 118

SaaStr

OCTOBER 6, 2019

But specializing across the sales process will take more headcount. As you cross $10m, either you, or your competition, or both of you may engage in “Dominant-Dominant Competition.” Whatever it is, you’ll want to move away from a generalist approach. It will take more of a village.

Sales Hiring 236

Sales Hiring Scale Sales Venture Capital 236

Intercom, Inc.

DECEMBER 2, 2019

How do you ensure a great customer experience globally without adding a ton of headcount? There will be times when your support team isn’t able to engage customers, whether due to language skills, time zones or general busy-ness. For online businesses, our customers can come from any part of the world and at any time.

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

SaaSOptics

MAY 2, 2022

If you observe the average sales headcount of early-stage product-led companies, you’ll find that many have already laid the foundation of a hybrid model because (in most cases) a strong sales team is what ultimately allows them to scale and maintain their hold on the market. There Aren’t Many True Product-led Companies.

Scale 97

Scale Sales Hiring Underperforming Technical Team Sales 97

FastSpring

JANUARY 31, 2023

You’ll be able to manage all aspects of the payment lifecycle from your FastSpring dashboard without adding extra software or headcount. Most companies need additional headcount to manage this. Monitor user engagement and churn. If you don’t comply, you could face fines or be banned from doing business in that jurisdiction.

Payment Services 120

Payment Services Payment Methods Merchant Services Payment Features 120

SaaStr

NOVEMBER 1, 2022

Often, founders are unsure about the headcount split between India and the US. The engagement model is standard: a) Companies reserve $XX million equity for advisors. That means showing up in every quadrant of your category, hiring A players, putting yourself out there. Putting yourself out there, even a little bit, helps.

Scale 218

Scale Sales Hiring Cybersecurity Underperforming Technical Team 218

Sales Hacker

MARCH 1, 2024

Learn through this example AudiencePlus , a platform that enables B2B marketers to build, engage, and convert audiences through owned media, used this very strategy. By the time they officially launched the product, they already had an engaged audience. As a result, 60-65% of AudiencePlus deals are sourced through events and content.

VP of Engineering 71

VP of Engineering Scale SaaS AI Search 71