SaaStr

SEPTEMBER 19, 2021

With precise headcount and budget needs. Even in the best of cases, with the best onboarding and the shortest of sales cycles, it takes 30 days to scale a rep. I’ll Keep it Simple. I just want you to find a way to do 5 things: First, it’s time to build a real financial and operating model for next year — NOW.

Sales Hiring 259

Sales Hiring Scale Headcount Acquisition 259

Sales Hacker

NOVEMBER 27, 2019

I’m going to share my top 20 sales onboarding secrets to help your team beat their 30-60-90 day plan. What’s So Important About Sales Onboarding? That’s why it’s so important you get sales onboarding right. There are 4 major benefits I’ve seen from improving sales onboarding. Lauren’s 20 Sales Onboarding Secrets. #1

Sales Hiring 74

Sales Hiring Onboarding Sales Recruiting Outsourcing Services 74

SaaStr

MARCH 5, 2021

Also, pivot from Garrett’s initial idea and focus on revenue targets, not a specific headcount. #2 3 – Invest in your onboarding process. Providing quality in onboarding is more important than fitting immediate need. Flock Safety onboards classes, no more than one a month. 2 – Get your compensation right.

Sales Recruiting 166

Sales Recruiting Sales Hiring Scale Sales 166

Intercom, Inc.

DECEMBER 8, 2020

This will also help you effectively adjust your round-robin rules – which assign conversations in a circular and alphabetical manner to available teammates – and workflows while onboarding new reps, so they have time to learn the ropes without disrupting team performance. First response time. Customer satisfaction. Tickets by hour.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

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

Intercom, Inc.

APRIL 20, 2021

“These are the kinds of things that help our support org to function more smoothly and impactfully so we can support our customers at scale, without needing to increase budget or headcount”. Starting to build out a support operations function doesn’t necessarily mean adding headcount straight away. Baby steps, for sure.”.

Scale 156

Scale Customer Support Scaling Headcount 156

SaaStr

JANUARY 12, 2024

SaaStr CEO Jason Lemkin also wrote how Customer Success has now morphed into part of the sales team and that the 2024 trends in CS include everyone wanting to eliminate humans from support to replace that headcount with AI and bots. It would also be a shame to cut implementation, deployment, and onboarding as part of this process.

Sales Hiring 231

Sales Hiring Customer Success Scale AI 231

SaaStr

DECEMBER 1, 2023

Any great VP of Sales knows other VPs of Sales and up-and-comers because sales is usually half the headcount in a startup. You don’t want them in operations, customer success, onboarding, or renewals. If you don’t have anyone to do onboarding, the head of sales can fill the gap. There are a couple of exceptions here.

Sales Hiring 146

Sales Hiring Sales Recruiting Sales Interviewing 146

BetterCloud

DECEMBER 2, 2021

Read on to learn how they automate day one onboarding to keep pace with their blistering hot hiring velocity, how they keep shadow IT to a minimum while maintaining a secure environment, and how BetterCloud helps them do all of this with ease. How they created a best-in-class onboarding experience.

compliance 59

compliance Healthcare Headcount Onboarding 59

Intercom, Inc.

JULY 29, 2021

Ever since he was hired as the Director of EMEA Sales at BrowserStack , a web and mobile testing platform that lets developers test their websites and mobile applications across browsers, operating systems, and mobile devices, he had to completely rethink how to successfully onboard hundreds of salespeople just as everyone was going remote.

Sales Hiring 223

Sales Hiring Scale Sales Recruiting Underperforming Technical Team 223

ChurnZero

JULY 14, 2021

3 Strategies for Best-In-Class CSM Onboarding – Learn three areas to consider in order to ensure your team onboarding is effective. If you only offer one product at one standard level, it is going to be near impossible to allow your customers grow with you over the years. Customer Success Around the Web.

Customer Lifetime Value 98

Customer Lifetime Value Scale Headcount Churn 98

Chart Mogul

OCTOBER 20, 2023

Peter shares his experience with managing headcount. We got a reduced ROI on initial investment on headcount. We pivoted a little back towards PLG and trying to pick away at friction points, expand the in-app onboarding process, launch additional. We built out the CS function but I’d say we kind of overshot a little.

Scale 52

Scale Scaling Headcount SaaS 52

BetterCloud

JANUARY 20, 2022

Onboarding is a time-consuming process that is rife with potential pitfalls for IT. As we’ve done in previous installments of our series on zero touch IT , let’s explore how you can optimize your onboarding process by leveraging BetterCloud’s integration with Zoho Desk. The challenge. The solution.

Headcount 52

Headcount Onboarding SaaS 52

SaaStr

JULY 18, 2019

Relentlessly take the friction out of the pre-trial, trial and onboarding experiences. Not that much given the overall headcount I nominally had assigned to me. Make your app feel like other apps folks already use. Make your app fun (maybe not cute, but fun) so the headspace is disguised. And when it was gone, it was gone.

Headcount 195

Headcount Enterprise Pricing Onboarding 195

Intercom, Inc.

OCTOBER 26, 2021

We’ve defined what must stay the same as we onboard more salespeople. Whether you’re bringing on your tenth or hundredth salesperson, you need to discuss the “must-haves” with your leadership team. Your non-negotiables are your core values and ways of working.

Scale 160

Scale Sales Hiring Sales Recruiting Sales 160

ChurnZero

JANUARY 25, 2024

We don’t see that changing in 2024, even as headcount starts to normalize. Customer onboarding roles The SaaS industry has recognized that a strong onboarding process is essential for customers to realize value early, adopt throughout their contract, and renew.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

BetterCloud

MARCH 24, 2022

Organizations don’t need to immediately increase IT headcount or focus solely on repetitive onboarding, offboarding and mid-lifecycle tasks to deliver an unparalleled employee experience.

Headcount 59

Headcount Onboarding SaaS Revenue 59

Totango

MAY 26, 2021

A ratio of one customer success manager (CSM) to 50 customers just doesn’t work for companies with hundreds or thousands of customers – and requesting more headcount is simply impractical. Incorporate a Mixture of Both Digital and Human Touch. Resource: The Customer Data Platform Benefits You Should Know. The Customer Journey is Not Linear.

Scaling 95

Scaling Business Headcount Customer Success 95

BetterCloud

NOVEMBER 4, 2021

This year’s awards recognize victories in app discovery , digital workplace security , Day 1 onboarding , zero-touch offboarding , and automation. She began her odyssey to her award by helping the company manage its 100%+ annual headcount growth by automating onboarding and offboarding.

Headcount 52

Headcount compliance Innovation Interviewing 52

BetterCloud

DECEMBER 6, 2021

They’ve been asked to do so with limited resources or headcount. But when it comes to automating the onboarding and of offboarding employees, zero touch doesn’t mean zero work. As you’ll see in the image below, this onboarding workflow runs whenever HR submits a ticket via Jira or a Google Form. The problem?

Headcount 52

Headcount Onboarding Engineering Technology 52

User Pilot

MAY 11, 2022

Utilize firmographic data for creating personalized onboarding processes. To implement user segmentation for SaaS products, start with utilizing microsurveys in the welcome flow to create personalized onboarding. Deliver a personalized user onboarding. New users may be misguided by poor onboarding or lack of it.

SaaS 98

SaaS Underperforming Technical Team Onboarding Churn 98

Chart Mogul

SEPTEMBER 24, 2021

Contrary to the traditional sales model – cold calls, working deals, and then onboarding new customers – PLG companies start with end users first, by offering a free version of the product so users can get a feel for it. Prospects try before they buy. We also need some salespeople.” Alexa Grabell.

Sales 52

Sales Headcount Onboarding Trends 52

Intercom, Inc.

AUGUST 26, 2020

With more than half (52%) of companies planning to reduce the size of their team as a result of the current economic downturn, support leaders are turning to technology, not headcount, to scale their efforts. In fact, 55% of support leaders plan to increase their spend on technology in the coming year.

Trends 233

Trends Scale Headcount Technology 233

Intercom, Inc.

NOVEMBER 3, 2022

You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. And I don’t necessarily mean 10X in terms of headcount – I mean 10X in terms of efficiency.

Scale 206

Scale Software Outsourcing Services Sales Hiring 206

CustomerSuccessBox

JUNE 28, 2021

Successful onboarding. This will assist you to lead the team planning by including the headcount along with setting up the right technology for Customer Success. . Identifying Goals for Customer Success. Logo renewals and MRR renewals. MRR growth and upsell. Customer Retention.

Customer Success 52

Customer Success Trends Technical Review Headcount 52

Intercom, Inc.

FEBRUARY 9, 2021

“This includes proactive outreach to understand what our largest and our smallest users need most from us throughout their lifecycle, as well as maintaining touchpoints throughout Stripe with all of the employees who have user-facing roles, like account management, onboarding services, and so on.”.

Technical Review 222

Technical Review Systems Review Customer Support Headcount 222

CustomerSuccessBox

DECEMBER 14, 2021

Onboarding is no longer enough to make the relationship work. Viewing CS as a cost center and cutting costs by cutting headcount will definitely backfire. Starting from Onboarding through to renewals focus on those critical moments that lead to customer growth. This is undoubtedly the best approach to drive retention.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

Valuize Consulting

OCTOBER 7, 2021

For example, in Sales, you can take your Annual Revenue Target, divide it by the Projected Revenue Attainment Per Headcount (factoring in some ramp time) and out comes a Headcount projection. This could signal that you have a high Cost-to-Serve in other areas of your organization.

Customer Success 52

Customer Success New CTO Scale Headcount 52

Chart Mogul

MAY 7, 2020

Onboarding a new member of your sales team is challenging on its own, but especially so when they have to call prospects out of the blue. If your new hire represents added headcount to your sales team, you may need to reconfigure your sales territories or lead assignment protocols. Nobody likes cold calling.

Sales Hiring 121

Sales Hiring Underperforming Technical Team Marketplace as a Service Headcount 121

OpenView Labs

MAY 20, 2021

The same was true when I ran the People function at a software development consultancy that doubled its headcount to ~100 while reducing attrition from 40% to 5% voluntary in 18 months. And once developed, it should occupy, along with Values, a marked amount of time in onboarding/re-boarding processes. The power of differences.

Scale 84

Scale Underperforming Technical Team Headcount Software Review 84

CustomerSuccessBox

MARCH 9, 2022

This provides a challenge when working to automate processes like onboarding and renewal workflows. In fact, they allow your team to manage more accounts without the need to increase headcount. This means, there is all data you need from onboarding to advocacy. In fact, these platforms support these workflows out of the box.

Customer Success 52

Customer Success Scale Customer Lifetime Value Outsourced Development 52

BetterCloud

OCTOBER 14, 2020

That includes things like headcount, improving our tools, and rethinking how we handle unique situations. We moved all of our onboarding and offboarding into a ticket-based system. So in a year, I would hope to get the full onboarding or offboarding processes fully automated. We didn’t have to change anything.

Headcount 98

Headcount Systems Review Leadership Innovation 98

Intercom, Inc.

JULY 28, 2022

Attract and develop talent and invest in supporting resources like onboarding, sales enablement, and sales engineering. Here are some of our favorite takeaways from the conversation: A sales organization needs a good foundation to scale.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

Intercom, Inc.

MARCH 12, 2019

If you’ve decided to hire employees, onboard and support them and change your customer coverage model, the answer needs to be a resounding “yes.”. ” In our case, a resounding “yes” required seeing a positive impact on customer expansion and one big enough to justify the fully-loaded cost for the additional headcount.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

The Angel VC

DECEMBER 12, 2018

Maria probably required at least three months of onboarding and training, and chances are that three months before Maria’s first day at your company you paid a recruiter (or incurred other types of recruiting expenses) to find her. If you’re setting yourself up for hypergrowth, the margin for error is very thin.

Sales Recruiting 106

Sales Recruiting SaaS Payments Sales Hiring Scale 106

Totango

OCTOBER 8, 2020

As this development occurs throughout the customer journey, customer retention efforts have to be targeted across three key areas: Onboarding: It is crucial that a customer experiences value early in their journey in order to develop confidence in your product and establish a link to the achievement of business goals.

Retention 63

Retention Headcount Customer Success Engagement 63

ChurnZero

JANUARY 4, 2024

On the other hand, economic headwinds continue to constrain CS budgets and headcounts. Pure ‘relationship management’ CSMs, with access to onboarding specialists, product specialists, and account management layers, will become a structure of the past.”

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52