Intercom, Inc.

DECEMBER 2, 2019

How do you ensure a great customer experience globally without adding a ton of headcount? Whether it’s in-house or through outsourced help, one of the greatest challenges to providing comprehensive multilingual support is finding people who have the right technical and language skills. What’s causing the disconnect?

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

Valuize Consulting

DECEMBER 17, 2024

Getting it wrong impacts your Net Revenue Retention (NRR) performance, customer experience, and operational efficiency. Providing training to a diverse set of business and technical users. Adoption Stage/Maturity : High maturity but plateaued usage; renewal is at risk due to perceived lack of innovation.

Technical Review 52

Technical Review Systems Review Headcount Scale 52

ChurnZero

JANUARY 13, 2023

First, digital CS will become a way of life due to flat or reduced headcount. These technologies are at an early stage of development but maturing quickly, and the sky’s the limit on what it can do. Do they have top performers in place who are operating efficiently and driving value? A few common themes emerged.

Trends 98

Trends Customer Success Sales Hiring Artificial Intelligence 98

OpenView Labs

MARCH 10, 2019

Over this time, our headcount has grown by over 10x, and our revenue has grown by over 60x. Through our churn survey we found that a lot of our churn isn’t actually due to customers being unhappy, but rather from people successfully completing a project and not knowing what to do next.

Scale 93

Scale Customer Success Scaling Sales Hiring 93

BetterCloud

JANUARY 5, 2023

In this report, Gartner predicts that: Through 2027, organizations that fail to centrally manage SaaS life cycles will remain five times more susceptible to a cyber incident or data loss due to misconfiguration. At BetterCloud, we were thrilled to see automation and alerting throughout this new definition.

Government 69

Government Management Marketplace as a Service Marketing 69

OPEXEngine

OCTOBER 4, 2022

Do you need to make tough decisions about team headcount? If you’re choosing to sunset a legacy product rather than spend the effort supporting it, can you reallocate headcount to other priorities instead of hiring new staff? Is there a new technology team that will fold into your org? How will your new priorities change?

Engineering 52

Engineering Sales Hiring Technical Review Headcount 52

Sales Enablement, SaaS and Growth

MARCH 23, 2020

Operational efficiency. The Horizons Framework is an effective way to categorise projects, which in turn helps with assigning budget, headcount and timelines. Brand equity. Customer data. Economies of scale. Freemium lead funnel. Network effects (marketplace). Personalisation. Subscription business model. User generated content.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213