Intercom, Inc.

MAY 28, 2018

Working as Sales Development Representatives at Intercom, we deal with a huge volume of conversations with potential leads that come in through live chat. Above all, it was a poor experience for our existing customers. Enter our chatbot to help lead qualification. And then our chatbot stepped in to the rescue.

Scale 187

Scale Underperforming Technical Team Sales Customer Support 187

Totango

DECEMBER 23, 2021

To help you and your team combat this dangerous phenomenon, we’re going to do a series of articles over the next few weeks discussing various burnout and mental health topics. Decreased productivity, a high turnover rate, low engagement, and employees with poor mental and physical health all lead to heavy financial burdens for companies.

Underperforming Technical Team 99

Underperforming Technical Team Customer Success Scale Leadership 99

ChurnZero

SEPTEMBER 8, 2022

Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! Accelerate customer onboarding.

Education 98

Education Customer Success Underperforming Technical Team Scale 98

SaaStr

DECEMBER 14, 2020

The best way to make pos-initial sale land-and-expand happen organically is engaged, happy customers. But engaged, happy customers. More on that here: The $2 Million Dollar Man/Woman: How to Think About Scaling Your Customer Success Team. Now some bonus tips: Build an enterprise-only sales team. More on that here.

Scale 288

Scale Sales Hiring Underperforming Technical Team Point of Sale 288

Totango

MAY 17, 2024

Leading companies and CS teams are paving the way by providing innovative solutions that leverage AI technologies to accelerate impact and drive customer retention and growth. Slow support response times : When support teams are slow to respond, customers escalate concerns to CSMs, leading to increased workload and decreased efficiency.

Innovation 96

Innovation AI Underperforming Technical Team Scale 96

SaaStr

MAY 10, 2022

Recovery from COVID has taught us that adapting and learning how to thrive in new ways in the face of change, whether good or bad, can lead to exponential growth. . He highlights the three key strategies that helped TripActions scale and boost their revenue. Develop a well-defined vision. Do not waste time developing a Plan B.

Travel 210

Travel Revenue Underperforming Technical Team Scale 210

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. If you’re a leader, he says, don’t try to scale your job. Here are five quick takeaways: Most sales and support teams talk about their jobs as a funnel.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Intercom, Inc.

APRIL 22, 2019

Businesses also win if, as a result of AI, teams are able to create more white-glove moments that turn users into customers for life. He joined me for a conversation on tackling issues that come up as you scale your customer experience. When scaling your customer experience, remember AI can’t simulate human empathy.

Scale 156

Scale Scaling AI Search Underperforming Technical Team 156

User Pilot

SEPTEMBER 14, 2023

TL;DR Customer discovery questions enable product teams to better understand customer needs and problems so that they can build products that the potential customer truly needs. To retain product-market fit, you should engage in continuous customer and product discovery.

Underperforming Technical Team 103

Underperforming Technical Team Scale Interviewing Social Media 103

SaaStr

NOVEMBER 1, 2022

Companies in our region are good at achieving PMF and scaling to $1 million-$5 million ARR efficiently. They are hiring leaders, building teams, and attracting advisors in the US while devouring the SV SaaS playbook. It helps your leaders scale and creates a CXO pipeline for the company. Silicon Valley has a deep talent bench.

Scale 219

Scale Sales Hiring Cybersecurity Underperforming Technical Team 219

SaaStr

MARCH 26, 2019

Scaling the company’s employee base, sales teams, marketing, and operations—all while preserving its culture—has required a laser focus on first principles, smart processes, and effective hiring. In this talk, Claire will share these and other lessons for scaling high-growth organizations. Our team is in Room 111.

Scale 148

Scale Payment Services Payment Methods Scaling 148

User Pilot

MARCH 23, 2023

And how can customer success teams address them to ensure product growth? Reasons why customers churn: #1: Customers churn when there is a bad product-customer fit and your product’s features don’t align with their needs. 3: Poor customer service or experience with the sales teams can make customers churn.

SaaS Payments 98

SaaS Payments Churn Underperforming Technical Team Payment Methods 98

Sales Enablement, SaaS and Growth

MARCH 23, 2020

One of the biggest challenges businesses face when they grow is scaling effective , autonomous and quick decision-making. In short, they make it easy to see what each team, department and organisation is working on, omitting and their respective goals. Again, it was an easy to use model which scaled effective decision-making.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

Neil Patel

OCTOBER 25, 2020

If you are looking to scale up your marketing, you will need talented people that can take charge of and execute your strategy. But should you build your own in-house marketing team or hire an agency partner? Digital agencies are companies that help other businesses perform a specific function such as marketing, development, or design.

Sales Hiring 145

Sales Hiring Outsourcing Services Underperforming Technical Team Sales Recruiting 145

User Pilot

JULY 31, 2023

TL;DR Pendo is a product growth platform for product , marketing , customer success , and UX design teams. Pendo is currently developing AI features to enhance experience personalization , product discovery and accelerate product-led growth. UX designers – to analyze user engagement patterns and optimize UX. What is Pendo?

Underperforming Technical Team 97

Underperforming Technical Team AI Scale Onboarding 97

User Pilot

NOVEMBER 12, 2023

Customer intent helps product teams understand customer needs and build solutions that delight users. How Userpilot can help you act on user intent to drive adoption , engagement, and account expansion. How Userpilot can help you act on user intent to drive adoption , engagement, and account expansion.

Scale 105

Scale Underperforming Technical Team Churn Trends 105

Intercom, Inc.

OCTOBER 16, 2018

They help managers evaluate how their employees are doing, the value they bring to a team and how their work can be improved. Now, as one of the managers of a global support team that is quickly scaling, I can completely understand not only the necessity but the benefits of tracking KPIs. Employee engagement.

Customer Support 154

Customer Support Underperforming Technical Team Scale Construction 154

Sales Hacker

AUGUST 12, 2020

Scaling Your Personalization. AI can help scale this, but we need to be careful not to rely too heavily on it. To scale your outreach you need to build a system to ensure your message gets seen. Sales Engagement Platforms are very helpful to increase your opens in email, and dialer technology is very useful with phone calls.

Scale 108

Scale Scaling AI Search AI 108

Point Nine Land

OCTOBER 23, 2023

We recently hosted the Point Nine Founders Summit, featuring several panels and presentations from founders, CFOs, COOs, and sales execs on building early sales teams and hiring your first successful sales leaders. It helps keep the product team focused on customer feedback and providing value in exchange for revenue.

Sales Hiring 125

Sales Hiring Scale Technical Advisors Technical Cofounder 125

Sales Hacker

MARCH 25, 2021

Our guess is that poor Polly from purchasing is gathering dust on a noticeboard in the canteen or buried somewhere deep in your internal network of folders. Speak empathetically to their prospects and develop stronger connections as a result. Imagine you sell HR software designed to help HR managers run their teams efficiently.

Scale 113

Scale Underperforming Technical Team Outsourcing Services Sales Enablement 113

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. We give them the superpowers of the developer and the designer. Joaquim Lecha | CEO @Typeform.

Scale 132

Scale Scaling Payment Methods SaaS Payments 132

User Pilot

JANUARY 29, 2023

Developing features without validation results in bloated products and unnecessarily drives the cost of development up. Product teams should invest in validation when developing the MVP. If your users respond well to them, you can iterate on them and develop them incrementally.

Management 98

Management Underperforming Technical Team Interviewing Scale 98

User Pilot

NOVEMBER 23, 2023

TL;DR Regular roadmaps kill outcomes by forcing teams to think in the categories of features and timelines. It’s difficult to implement outcome-based roadmaps because stakeholders don’t trust product teams to deliver on business goals. Many companies lack differentiation strategies and drive product development by copying competitors.

Scale 105

Scale Underperforming Technical Team Sales Recruiting Software Review 105

User Pilot

MARCH 27, 2023

We finish with an overview of product analytics tools that your team can benefit from. Marketing analytics focuses on tracking the performance of marketing campaigns, while product analytics is interested in product engagement and user behavior inside the product. As a result, product teams are able to make quicker decisions.

Underperforming Technical Team 98

Underperforming Technical Team SaaS Churn User Experience 98

Buffer Resources

SEPTEMBER 18, 2023

Since Elon Musk took over Twitter, or X as it’s now called, a number of new social media apps have either come into the limelight or been developed to capture the users that have been leaving. Here’s my observation of “the good, the bad, and the ugly” of Bluesky. Here are some of them.

Social Media 130

Social Media Underperforming Technical Team Scale User Experience 130

User Pilot

APRIL 7, 2023

When your product is catering to other businesses, it can be difficult for sales reps and other teams to understand the needs and experiences of the clients, especially if the client company sells multiple products. However, customer insights can help your teams understand all aspects of your B2B partners.

B2B 98

B2B Underperforming Technical Team B2C Scale 98

User Pilot

JANUARY 15, 2024

It involves feeling bad for their negative experiences and wanting to see them improve, but it doesn’t necessarily mean you understand their perspective or experience their emotions firsthand. How to conduct user research to incorporate empathy into your design project Product teams are not mind readers (that would have been cool!).

Scale 105

Scale Interviewing Underperforming Technical Team Innovation 105

Neil Patel

SEPTEMBER 18, 2020

We help our clients develop a digital strategy that maximizes the results they achieve with their content marketing, advertising, and SEO campaigns. They apply the four key principles of design thinking, learn from people, identify patterns, make solutions tangible, iterate continuously, in all of their client engagements.

Underperforming Technical Team 139

Underperforming Technical Team Strategy Content Marketing Scale 139

User Pilot

APRIL 6, 2023

Developing and releasing sophisticated products with all the bells and whistles imaginable might seem like a great idea. Developers tend to overcomplicate code when they don’t have enough experience or want to show off their skills. Poor prioritization and external pressure are also common causes. Book the demo!

Underperforming Technical Team 105

Underperforming Technical Team Management Interviewing Scale 105

SaaStr

MARCH 18, 2019

Scaling the company’s employee base, sales teams, marketing, and operations—all while preserving its culture—has required a laser focus on first principles, smart processes, and effective hiring. Here’s what Claire talks about: How to avoid trapdoor decisions when scaling. Lessons for scaling high-growth organizations.

Scale 115

Scale Payment Services Payment Methods Sales Hiring 115

User Pilot

MARCH 14, 2024

You can use customer analytics to create targeted marketing campaigns, inform product development, and reduce churn , among other things. Book a demo and see how Userpilot helps SaaS brands like yours to understand in-app behavior, generate customer insights, and deploy solutions to improve customer engagement.

Customer Lifetime Value 105

Customer Lifetime Value SaaS Underperforming Technical Team Churn 105

Incredo

OCTOBER 2, 2019

ur development ?tr?t?g? You already estimate how many new team members you should hire and how much new equipment you should acquire to produce high-quality pieces of video & audio content (not to mention about time, consistency, and having fresh ideas). . SaaS companies fighting f?r ur share in the m?rk?t. nt relies on d?f?n?ng

Scale 131

Scale Scaling SaaS Business 131

Casey Accidental

NOVEMBER 28, 2023

I’ve had the pleasure of speaking at TCV’s Engage Summit the past two years. The Summit gathered ~40 CPOs and product leaders to chat through topics centered around product development and product-led growth. Even when they scale, they eventually asymptote, and companies need to find new ways to grow.

Payments 63

Payments Scale Payment Methods Underperforming Technical Team 63

Intercom, Inc.

NOVEMBER 3, 2022

Scaling a support team is challenging enough as it is. Maybe you’ve just extended support hours and it’s becoming harder to plan shifts for different time zones; maybe you’re spending hours figuring out schedules for the week ahead; maybe the inflow prediction was a bit off and now your team is under or overstaffed.

Scale 206

Scale Outsourcing Services Software Sales Hiring 206

User Pilot

JULY 27, 2023

The different roles in SaaS companies: Chief Executive Officer : As the highest-ranking executive, this person ensures the company runs smoothly and employees are happy and engaged. They also manage finances and supervise one or more engineering teams. Average salary: $196,172/yr. Average salary: $192,383/yr.

Sales Hiring 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

User Pilot

MAY 26, 2024

Our review presents a variety of analytics platforms, from privacy-focused to feature-rich, ensuring you’ll find the right tool that respects user data, integrates easily, and scales with your SaaS business. The platform’s no-code capabilities make it accessible for teams without extensive technical expertise. Detailed event tracking.

Technical Review 52

Technical Review Artificial Intelligence Software Review SaaS 52

Intercom, Inc.

DECEMBER 8, 2020

But with so much data to consider, how can you define the help desk metrics that matter for your team? This can empower teams to take strategic action to improve their overall support experience for customers. This metric represents the average amount of time it takes your customer support team to settle a case once it’s opened.

Customer Support 211

Customer Support Metrics Technical Review Scale 211