SaaStr

JUNE 22, 2021

This is a positive trajectory, but it presents a challenge for your customer success efforts: How can you scale your support and CS while still delivering a memorable, quality customer experience? According to the Totango report, 77% of respondents said that scale was their top challenge. How Customer Success Drives Growth.

Scale 194

Scale Customer Success Scaling Compensation 194

Intercom, Inc.

MARCH 22, 2022

The future of customer experience is engagement. And while everybody is trying to do engagement, few are doing it right. Building customer touchpoints is not the same as building engagement. Personalization is a step but that alone isn’t engagement. Spamming people with offers is not engagement. The answer?

Scale 129

Scale Engagement Communication Machine Learning 129

User Pilot

NOVEMBER 5, 2023

Wondering how to scale customer success in SaaS and drive product growth ? If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. This article discusses ten tips that can help you to effectively scale customer success teams in SaaS.

Scale 80

Scale Customer Success Scaling SaaS 80

SaaStr

FEBRUARY 7, 2024

Let’s deep dive into how combining innovative demand gen strategies with a modern tech stack and specific team setup can provide a winning formula for scaling B2B growth, even with low budgets of greater than a 2x burn multiple. In this playbook we’ll share: Automated outbound at-scale strategies. No humans involved.

Scale 216

Scale Sales Hiring Strategy Marketing 216

SaaStr

APRIL 1, 2023

This mentality has stayed around and has become a core part of running a business, and the trend will only grow. Driving adoption and engagement Help your small business owners be successful. The key takeaways for SMBTech companies to scale in today’s economy are: Now is a great time to build for SMBs.

Scale 190

Scale SMB Merchant Services Payment Methods 190

Intercom, Inc.

JULY 25, 2022

Now, during this time of economic uncertainty and against a competitive landscape, effective customer engagement is business critical. Poor cross-functional collaboration impedes success: 44% of executives say a lack of collaboration and siloed efforts are the top impediments to successful customer engagement.

Technical Review 209

Technical Review Engagement Artificial Intelligence Systems Review 209

Totango

JUNE 8, 2021

How do you measure engagement rate? KR: At Monster, we measure engagement rate by the number of people that actually click through the email. TC: At Truspilot, we have three key components that indicate to us if a business is getting value out of our platform or not and those are our basis for engagement.

Scale 117

Scale Scaling Technical Review Systems Review 117

yoursales

FEBRUARY 26, 2024

Revolutionizing B2B Sales: Impact of AI-Tools on Customer Engagement Amid the rapid evolution of the B2B sales domain, businesses need to integrate cutting-edge technologies to secure a competitive edge. At the forefront of this revolution is AI’s capacity to have a positive impact on customer engagement.

Scale 52

Scale AI B2B Engagement 52

Totango

SEPTEMBER 30, 2022

In a world where technology is ubiquitous and constantly evolving, why do so many customer success (CS) managers say they don’t have the right tools to bring CS teams into digital transformation and scale-up growth? Naturally, if you can spot trends, you can take prompt action to deliver value, boost customer health, and drive growth.

Scale 89

Scale Customer Success Artificial Intelligence Scaling 89

Intercom, Inc.

DECEMBER 20, 2018

Sujan has seen first-hand just how powerful chatbots can be – greater efficiency, accelerated sales cycles and better customer experiences. Not to mention, he’s scaling seven of his own SaaS companies – including Mailshake , a cold email outreach tool for sales. Short on time? Isolate that x-factor – and then maximize it.

Scale 151

Scale Scaling Technical Review Systems Review 151

Sales Hacker

SEPTEMBER 17, 2020

Today, we’re going to show you how to use technology to set up a process for personalization at scale. The Demand for Personalization in Sales. While cold outreach has long been a crucial component of the sales cycle, the best teams know that cold doesn’t have to mean frozen, stiff, and impersonal. Getting to Know Your Audience.

Scale 84

Scale Technology Scaling Sales 84

Intercom, Inc.

APRIL 13, 2022

We surveyed almost 300 support leaders across a range of industries including software, finance, retail, and education to discover the key trends emerging in the customer support space. Below, we’ll explore the key trends and share tips on where to invest your resources. Partner with sales and marketing to deliver true impact.

Trends 118

Trends Scale Customer Support Scaling 118

User Pilot

MARCH 7, 2024

How do you conduct user engagement analysis? How do you use the insights to improve user engagement? We also look at a couple of analytics tools for analyzing user engagement. TL;DR User engagement is a measure of how active your users are inside the product and how good the product is at keeping them interested.

Engagement 86

Engagement Metrics Underperforming Technical Team Scale 86

Intercom, Inc.

NOVEMBER 5, 2019

Inspired by the release of our book Intercom on Sales , we wanted to take a fresh look at three big topics – speed, automation, and growth. We wanted to know: what are sales leaders doing to bring velocity to their sales cycle? How are they using automation to bring new efficiencies to their sales orgs?

Scale 139

Scale Sales Recruiting Sales Hiring Trends 139

Sales Hacker

SEPTEMBER 20, 2021

Businesses put an enormous amount of time, energy, and resources into connecting with leads and trying to convert customers. They’re using a million tools out there, including lead generation tools, ad platforms, CRMs, business consulting services, and more. There’s a blind spot, though, when it comes to lead scoring.

Scale 100

Scale VP of Engineering Trends Machine Learning 100

SaaStr

FEBRUARY 25, 2020

Kathy Lord, SVP of Sage People explains how asking hard questions, embracing feedback and making personal connections with your customers can move the sales journey from prospect to champion. We have heard a lot of sessions today around ramping up your lead gen, accelerating marketing. Want to see more content like this?

Scale 215

Scale Underperforming Technical Team Sales Hiring Software Review 215

Intercom, Inc.

JANUARY 16, 2019

Growing a sales team isn’t as simple as putting a bunch of A players in a room and getting them to start selling your product. If you want to build a revenue engine that will fuel long-term growth, you need to build and scale your sales org with intention. 12 steps to build a world-class sales team. The “Why sales?”

Scale 156

Scale Sales Hiring Underperforming Technical Team Scaling 156

Intercom, Inc.

JULY 11, 2019

If you’re a leader, he says, don’t try to scale your job. 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. Short on time?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

ChurnZero

JULY 22, 2022

As Donna Weber , the world’s leading expert in customer onboarding, knows, onboarding is about more than completing product training and filling out checklists. If you have a really long sales cycle, let’s say 6 to 12 months, then you have about half of that time, say three to six months, to deliver value.

Scale 98

Scale Onboarding Scaling Underperforming Technical Team 98

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Here are 12 predictions and trends your team can take advantage of now to make a big impact this year. A few common themes emerged.

Trends 98

Trends Customer Success Sales Hiring Scale 98

SaaStr

FEBRUARY 8, 2022

Scaling a sales organization isn’t easy. Knowing which metrics matter and how to analyze them to increase your revenue and hit organizational sales goals is essential. . What makes a sales organization grow? What’s the best way to grow a sales organization? How: What sources are the most popular to gather leads?

Scale 218

Scale Sales Hiring Compensation Sales 218

SaaStr

NOVEMBER 11, 2020

But now the trend has shifted to the other end of the spectrum. Such an acquisition model means shorter sales cycles and more efficiency in lead qualification, with complete emphasis on the customer experience. If users are finding products on their own, what remains of the role of the sales team in such a growth model?

Scale 166

Scale Sales Acquisition Consulting 166

Intercom, Inc.

APRIL 22, 2019

His new venture focuses on creating a central knowledge network for scaling businesses so that employees aren’t wasting hours by chasing down important resources and company history scattered across a host of apps like Google Docs, SharePoint sites, Evernote and more. Collaboration pains increase as you scale. Short on time?

Scale 156

Scale Scaling AI Search Underperforming Technical Team 156

SaaStr

OCTOBER 10, 2019

Freemium can help software companies gain users quickly—but what happens when it’s time to scale back or up? Join Joaquim Lecha, CEO at Typeform, and Christoph Janz, Managing Partner at Point Nine, as they delve into freemium at scale. The second one is customer feedback at scale. Want to see more content like this?

Scale 132

Scale Scaling Payment Methods SaaS Payments 132

SaaStr

JUNE 13, 2022

And I’m going to suggest two that will worry you a lot as you scale — Churn and Sales Cycle — you should track, but not obsess over, until you are well, well past initial traction, that first $1m-$2m ARR. Absolutely, getting your churn trending downward is important. This will lead to many great things.

Sales Hiring 219

Sales Hiring Scale Churn Metrics 219

Sales Hacker

NOVEMBER 9, 2020

But with the rapid advancement of tech and so many options on the market, choosing the right technology for your sales team can seem like a tall mountain to climb. Today, we’re seeing a continuous trend of vendor consolidation across multiple software categories. This isn’t the only effect WFH has had on the sales tech market, though.

Technical Review 118

Technical Review Scale Trends Startup 118

SaaStr

MAY 24, 2024

Lemkin expresses concern about the changing work ethic and loyalty of sales and marketing professionals, observing a trend of multiple job-holding and lack of commitment. Revenue per employee has doubled since 2021, leading to budget cuts and the necessity for leaders to achieve more with fewer resources.

Sales Hiring 237

Sales Hiring Outsourcing Services Technical Review Scale 237

Sales Enablement, SaaS and Growth

MARCH 19, 2018

I consider myself fortunate to work at HubSpot, where day in, day out, I partner with over 100 B2B sales reps that are at the top of the game, and only want to get better. Unlike other parts of the business, it’s relatively uncommon for sales enablement to share learnings, best practices and successes outside of HubSpot's walls.

Scale 100

Scale B2B Sales Sales Enablement 100

FastSpring

APRIL 4, 2024

As an experienced sales and GTM leader, John Eitel has more than witnessed how product-led growth (PLG) has affected the tech and SaaS space in the last few years — he and his teams have been up close and personal with how PLG increased in popularity as a sales strategy. “I And I won’t give away too much of the lead here.

Scale 144

Scale Sales Payment Methods Merchant Services 144

Valuize Consulting

OCTOBER 26, 2021

For recurring revenue organizations, implementing a measurable digital engagement program for Tier 3 and 4 customers is the foundation for achieving industry-leading Net Dollar Retention. But, how do you know if your digital engagement program is actually driving impact for your customers and your business?

Scale 52

Scale Engineering Engagement Scaling 52

Totango

MARCH 29, 2022

Building and maintaining each unique customer journey can be a complex task — often with teams needing to understand how each customer communicates, what their needs are, and how best to move forward with individual customer engagement efforts. How Mapping Customer Journeys with Data Helps Marketing + Sales Teams .

Engagement 94

Engagement Scale Marketplace as a Service Retention 94

User Pilot

SEPTEMBER 7, 2023

It’s crucial to stay updated with the latest trends in customer analytics to better understand customers and make the most out of collected data! So, let’s see 8 critical trends you can follow to stay on track with the changes and how you can apply them to achieve product growth. Why should you analyze customer data?

Artificial Intelligence 82

Artificial Intelligence Trends Technical Advisors Machine Learning 82

ChurnZero

DECEMBER 9, 2020

SaaStr Scale 2020 took place earlier this week online and brought together the best leaders from Sales, Marketing, Customer Success, and the top SaaS CEOs to share their secrets to $1B and beyond. Customer Engagement & Gift Giving – Check out what types of gifts you should consider sending to your customers and how to do it. .

Scale 98

Scale Scaling Churn Customer Success 98

Sales Hacker

NOVEMBER 16, 2021

Lead generation is the lifeblood of any business. As a business grows, so will its lead generation channels and strategies. With this in mind, it’s important to identify the best tools to automate lead generation and why your team should invest in them. What is lead generation automation? Use prospect search filters.

Scale 109

Scale Outsourcing Services AI Search Machine Learning 109

SaaStr

MAY 3, 2023

Scaling a company comes with all kinds of hiccups and failures. Sometimes the best way to avoid hard-to-fix mistakes is by hearing how other people flubbed it while they were scaling. For a quick rundown, Gainsight is the leading platform for customer success. This is a trap, and it’s hard to scale a business this way.

Sales Hiring 168

Sales Hiring Scale Pricing Customer Success 168

SaaStr

SEPTEMBER 15, 2023

Founder and CEO Girish Mathrubootham shares five big bets that paid off as he scaled this multi-product company. Instead of adding that cash to extend runway, Mathrubootham spent $45k over the next two months figuring out which online channel would scale for them. Sales cost was 20% of CAC, and marketing was 80%.

Sales Hiring 225

Sales Hiring Scale SMB AI 225

Intercom, Inc.

FEBRUARY 5, 2019

Developing a sales strategy is one of the core activities every business will have to undertake. A well defined sales strategy is your path to meaningful, sustainable growth. When done correctly, your sales strategy will help your sales team execute with focus – SMB or enterprise, inbound or outbound, hunting or farming.

Scale 177

Scale Strategy Sales Underperforming Technical Team 177