Intercom, Inc.

JULY 11, 2019

Here are five quick takeaways: Most sales and support teams talk about their jobs as a funnel. We said, “Oh, we could build a service component in here,” and now we have a marketing hub, a sales hub and a service hub. Everybody in marketing and sales and probably even customer service uses the concept of a funnel.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Sales Enablement, SaaS and Growth

MARCH 23, 2020

The list below shows the different categories of mental model in this post: Planning Prioritisation Problem-Solving Innovation Getting Work Done Growth Economics Psychology Learning Planning 1. Innovation 14. Horizons Framework Another innovation model is the Horizons Framework developed by McKinsey. Source: McKinsey 17.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

Sales Enablement, SaaS and Growth

JUNE 26, 2018

Today, everyone working in and around sales and marketing knows that bots are hot, in vogue and quite simply, of the moment. In my role leading sales enablement at HubSpot in EMEA, we deliberately carve out time to think about ways to leverage tools, technology and software that will make sales reps more effective.

Sales Enablement 100

Sales Enablement Scale Sales Recruiting Sales Hiring 100

Intercom, Inc.

MAY 13, 2021

Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm. Your first SaaS customer success hire. Since then, you’ve spent over 12 years in post-sales leadership.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

Tom Tunguz

MAY 14, 2014

By dramatically increasing CLV, CS teams can actually generate as much more or more revenue than sales teams over the life of a customer. Customer success teams must justify the investment of building a CS team, often at the expense of headcount in another team. Part and parcel of the education process is justification.

Customer Success 100

Customer Success Startup Headcount Compensation 100

Intercom, Inc.

OCTOBER 24, 2018

It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. These include automation with bots, strategies to drive customer self service and customer prioritization, alongside reasonably paced hiring.

Scale 178

Scale Customer Support Scaling Strategy 178

Sales Hacker

OCTOBER 28, 2019

This week on the Sales Hacker podcast, we speak with Amyra Rand , VP of Sales & Strategic Partnerships at Criteria Corp. Amyra is also a member of the Revenue Collective & the Chapter VP at the American Association of Inside Sales Professionals; she is an MBA from Pepperdine. Subscribe to the Sales Hacker Podcast.

VP of Engineering 41

VP of Engineering Sales Hiring Sales Recruiting Scale 41

SaaStr

MARCH 6, 2023

B2B founders and sales agents feel pressured to keep up with the rapidly evolving market. SaaS companies must implement flexible and innovative sales strategies that can weather the future. The state of B2B sales in 2023 Before creating a dynamic strategy, it is essential to understand the current state of B2B sales.

Innovation 218

Innovation Sales Hiring B2B Strategy 218

SaaStr

SEPTEMBER 19, 2019

And then this year, Oh, this year we were named as one of Fast Company’s most innovative companies in the world, which we’re super pumped to be a part of. Just operate your business, hire good people.” What were your first three hires and why? So our first hire was a way better engineer than me.

Scale 117

Scale Sales Hiring Software Review Scaling 117

SaaStr

MARCH 15, 2024

His first company was Personify and he went on to be a VP of Developer Relations at Salesforce, then hire number 11 at Dropbox, CEO at Heroku, and an investor and on many boards before landing as the current CEO at Vimeo. How Does Vimeo Handle Long-Tail PLG vs. a Very Sales-Led Motion? This is how Adam ended up at Vimeo.

AI Search 223

AI Search SaaS Advertising Sales Hiring 223

OpenView Labs

JUNE 10, 2019

Inner Workings of Product Management at Product Led Growth Companies. At product led growth (PLG) companies like Atlassian and Intercom, product management may look very different from a ‘traditional’ SaaS company. These companies have fewer sales reps (or none at all), meaning more resources get invested into product and engineering.

Management 55

Management SaaS Scale Sales Recruiting 55

SaaStr

FEBRUARY 28, 2020

311: Karl Sun is the Founder & CEO @ Lucidchart, a visual workspace that combines diagramming, data visualization, and collaboration to accelerate understanding and drive innovation. How does one know when we need to hire generalists vs specialists? How does Karl structure the hiring process today? What works?

Sales Hiring 221

Sales Hiring Scale CTO Hire CTO Coach 221

Intercom, Inc.

AUGUST 30, 2022

But these days, there are so many innovative and impactful tools that can massively streamline your workflows and help to set you up for success as you scale. 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).

Scale 163

Scale Payment Services Startup AWS 163

Intercom, Inc.

JUNE 3, 2021

It may take a bit of a leap of faith to invest in a differentiation strategy that won’t immediately translate into ROI, especially in a pandemic, but you can’t sacrifice innovation and sustainability for short-term revenue. So you can hire more and hire faster. Headcount and salaries and comp and all that kind of stuff.

Strategy 228

Strategy Software Review Development Team Review Sales Recruiting 228

SaaStr

MARCH 17, 2020

How to create boundaries and norms with the sales team, how to find customer advocates, how to build and scale your program, as well as the difference between incentivized vs. reward program. Customer reference program went from something that was nice to have and important to absolutely critical to our new business sales cycle.

Scale 144

Scale Payment Services Sales Hiring Payment Methods 144

SaaStr

JUNE 10, 2020

We’re going through layoffs and furloughs, recession planning and for me as the CMO, facing really massive cuts to marketing budgets and headcount. Meagen, sales. Launch it to our customers, launch it to the sales team, launch it to prospects.” And then of course, sales pipeline and the livelihood of our business.

Travel 181

Travel Marketing Scale Outsourcing Services 181

Totango

JULY 26, 2022

Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? This allows the entire company to innovate customer engagements so everyone owns and shares in the success of positive customer relationships.

Scale 114

Scale Headcount Sales Hiring Customer Success 114

Intercom, Inc.

JANUARY 20, 2022

In the race to win a customer’s business, it’s not really about how good your product is – it’s how fast you keep innovating. Speed, the ability to move and improve, to iterate and innovate, is paramount, and if you listen to Intercom on Product regularly, this probably sounds familiar. Questions such as “Why isn’t this live yet?”

Underperforming Technical Team 249

Underperforming Technical Team Headcount Sales Hiring Scale 249

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

Intercom, Inc.

JULY 21, 2022

Things like media companies, finance companies, retail companies, sales functions, marketing functions, and customer support. “The biggest thing I can do for Slack is to hire people who know a lot more than I do and give them free rein to do their best work” Adam Risman: You mentioned the team started with performance marketing.

Outsourcing Services 215

Outsourcing Services Sales Hiring CTO Hire Acquisition 215

ChurnZero

JUNE 3, 2022

For starters, the CS role has earned its rightful spot as one of a startup’s first ten hires. There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand. And all signs point to continued growth. I was lucky.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

ChurnZero

JUNE 3, 2022

For starters, the CS role has earned its rightful spot as one of a startup’s first ten hires. There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand. And all signs point to continued growth. I was lucky.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

Intercom, Inc.

APRIL 9, 2020

It’s been awesome to see all teams – engineering, sales, marketing – jump in and really appreciate that. Our headcount didn’t grow 2x because of COVID-19, so it’s just really important to make those conscious decisions about who you are prioritizing in this process. Bobby: Yeah.

Customer Support 245

Customer Support Healthcare Sales Hiring Travel 245

Sales Enablement, SaaS and Growth

JULY 24, 2018

The number of employees when things get particularly troublesome are three, 10, 30, 100, 300 and 1,000 - before company headcount hits these milestones you’ll need to rethink how you operate. The key decision-maker is part of the sales process. You can clearly see what the return will be from every dollar, euro or pound invested.

SaaS Payments 131

SaaS Payments Sales Hiring Payment Services Business 131

ChurnZero

JANUARY 13, 2023

First, digital CS will become a way of life due to flat or reduced headcount. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI. It’s about time CS gets the same attention as sales.

Trends 98

Trends Customer Success Sales Hiring Scale 98

Kellblog

JANUARY 2, 2024

Some found themselves blown up (aka Slootmanned ), often in hasty lose/lose transactions leaving customers dissatisfied with reduced attention levels and sales unhappy with additional work without additional resource or pay. Per LinkedIn , headcount is up 240% over the past two years. They continue to rapidly innovate on product.

AI Search 109

AI Search Technical Review Technical Advisors ChatGPT 109