Clouded Judgement

MAY 24, 2024

Unfortunately, that didn’t happen… The Workday earnings call summarized it well: “But within the quarter, we experienced increased deal scrutiny as compared to prior quarters, and we are seeing customers committing to lower headcount levels on renewals compared to what we had expected.

Cloud 152

Cloud Software Scale Headcount 152

Intercom, Inc.

AUGUST 24, 2021

If your business is preparing for a new phase of growth, you need to make sure that your support team is set up for success from the outset, and that you’re creating the right support infrastructure to deliver exceptional customer experiences at scale. Are the tools you’re using capable of scaling with you?

Scale 129

Scale Customer Support Scaling Headcount 129

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? Our belief in a modern support model will never change, but we’ve spent a lot of time iterating on how best to scale our support. Three options when scaling customer support. Automation.

Scale 178

Scale Customer Support Scaling Strategy 178

Clouded Judgement

MARCH 22, 2024

Enterprise software businesses strive for 90-95% gross retention (generally the percent of revenue that sticks with you vs churns altogether), with net expansion in the 120%+ range (the aggregate change in expansion - contraction - churned revenue). Namely, retention!! For “fake” ARR, retention can vary wildly.

AI 183

AI Revenue Cloud Technical Advisors 183

OpenView Labs

OCTOBER 2, 2019

Headcount Planning. But headcount planning is often a useful place to start because the inputs required to make decisions are the least dependent on factors outside of the sales organization. This decision will drive many of your other headcount decisions. What ratio do you want between AEs and other sales roles?

Headcount 41

Headcount Sales Hiring Scale Sales 41

Totango

MAY 26, 2021

Companies can no longer just rely on a one-to-one human model; they have to be able to bring technology and people together in order to deliver the optimal customer journey for each of their segments and to scale their business effectively. . Watch It Now: Mastering Scale with Digital Customer Journeys. The number one answer?

Scaling 95

Scaling Business Headcount Customer Success 95

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. But where else can you be investing outside of headcount to maintain that customer centricity? Michael: For sure.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Intercom, Inc.

MARCH 17, 2021

Jean-Bernard explains, “Our self-service group is made up of our knowledge, community, and tooling teams that we currently have set up today, and we’re constantly working in the background on finding more opportunities to scale.”. Putting philosophy into action. When it comes to technology and humans in support, they go hand-in-hand.

Scale 138

Scale Scaling Technical Review Business 138

Intercom, Inc.

JUNE 1, 2021

And although 69% of respondents say that personalized support experiences are the key to building strong customer relationships, less than half believe that they can deliver those personalized support experiences at scale with their current tech stack. So how can you manage a larger volume of queries without needing to add headcount?

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

Intercom, Inc.

SEPTEMBER 8, 2021

Now, it’s taking center stage as the value driver it truly is , enabling businesses to build lasting relationships with their customers, drive increased operational efficiency, and influence better customer satisfaction and retention. Powering support at scale. Here’s how they’re doing it. What is proactive support?

Scale 237

Scale Headcount Mobile Communication 237

Intercom, Inc.

JULY 14, 2020

Although businesses are seeing the benefits of real-time chat – improved customer satisfaction, retention, etc. – not all support teams, especially small ones, can support this type of human support at scale. And if you don’t increase headcount, you risk burning your team out. Net revenue retention. Indicator .

Headcount 224

Headcount Retention Customer Support Scaling 224

SaaStr

NOVEMBER 27, 2021

You’ll find that most SaaS companies at scale use a rough metric of 1 Customer Success Manager for every $2m in ARR. At $2m in ARR, budget $200k in headcount for the CSM positions + support. Tie bonuses and comp to success on both metrics (favor, in most cases, pure retention first, and additional revenue second).

Sales Hiring 246

Sales Hiring Customer Success Scale Customer Lifetime Value 246

ChurnZero

NOVEMBER 11, 2022

Overall, the industry’s top five measurements of success are NRR, gross revenue retention (GRR), churn rate, logo retention rate and expansion revenue—while “softer” metrics like NPS appear only further down the list. Why NRR (net revenue retention) is the SaaS metric to rule them all. However, 76.5% of companies.

Leadership 98

Leadership Trends Customer Success Investment 98

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. While CS is poised to be in the driver’s seat for retention and expansion, we believe that everyone across the enterprise plays a role in customer success.

Innovation 86

Innovation Scale Revenue Technical Review 86

Valuize Consulting

MAY 4, 2022

Rally Your Organization Around A Strong CS Scale Strategy. As revenue and customers grow, leaders quickly, and sometimes painfully, learn that they need to adopt a proactive approach to their customer engagement and lifecycle that enables their long tail customers through a powerful Scale strategy. Identify Your North Star Metric.

Scale 52

Scale Customer Success Scaling Strategy 52

Intercom, Inc.

AUGUST 26, 2020

In the coming year, 55% of support leaders are increasing their spend on technology to scale their efforts. With a focus on ROI, nearly a third (30%) plan to measure their team’s impact on customer retention. It’s the vehicle for delivering the experience your customers expect at the scale your business needs.

Trends 233

Trends Scale Headcount Technology 233

SaaStr

NOVEMBER 27, 2021

You’ll find that most SaaS companies at scale use a rough metric of 1 Customer Success Manager for every $2m in ARR. At $2m in ARR, budget $200k in headcount for the CSM positions + support. Tie bonuses and comp to success on both metrics (favor, in most cases, pure retention first, and additional revenue second).

Sales Hiring 203

Sales Hiring Customer Success Scale Customer Lifetime Value 203

Intercom, Inc.

AUGUST 16, 2022

Support teams are facing a critical juncture: business costs and customer expectations continue to grow while resources like headcount and budget are decreasing. In turn, you’ll increase efficiency without increasing your headcount. So, how can it transform your offering into an experience that drives loyalty?

Headcount 118

Headcount Scale Sales Hiring Customer Lifetime Value 118

Intercom, Inc.

DECEMBER 8, 2020

It can also guide your hiring process if increasing headcount is required to guarantee 24/7 coverage for customers. Maintaining and exceeding customer expectations allows you to boost retention and increase customer advocacy. Scale your support with apps and integrations. Customer satisfaction. Tickets by hour.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

ChurnZero

JANUARY 10, 2023

With limited headcount, companies are focused on filling their most critical roles. The higher the product’s complexity, the more technical acumen a Customer Success Manager needs to be seen as a valuable resource and drive product usage, adoption, and retention. Scaling challenges give rise to digital Customer Success roles.

Trends 52

Trends Customer Success Headcount Scale 52

SaaSX

FEBRUARY 5, 2020

This INCLUDES headcount-related expenses. If you are utilizing Gusto or a similar payroll tool, your headcount expenses are likely coming into your P&L as one (or maybe two) line item(s). these figures are going to be WRONG because you haven’t properly accounted for your headcount costs in Sales & Marketing.

Finance 118

Finance Sales Hiring Headcount Scale 118

Intercom, Inc.

AUGUST 5, 2020

One of the challenges we’ve faced as a support team is scaling our high bar for customer satisfaction without scaling our headcount alongside our customer count. The funnel allows you to move from one support rep and one conversation to many conversations at scale with automated and proactive support.

Scale 204

Scale Headcount Scaling Customer Support 204

OpenView Labs

MARCH 10, 2019

But how do organizations make customer success work at scale? Over this time, our headcount has grown by over 10x, and our revenue has grown by over 60x. Over this time, our headcount has grown by over 10x, and our revenue has grown by over 60x. The challenge was retention.

Scale 69

Scale Customer Success Scaling Sales Hiring 69

Intercom, Inc.

NOVEMBER 30, 2021

Powered by a modern business messenger , it scales your ability to answer more questions from more customers without increasing headcount, budget, or hours logged. HubSpot’s Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service.

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

OPEXEngine

DECEMBER 13, 2022

There are large-scale potential implications: Reduction in a sales capacity to land new customers. After winning a long sales-cycle deal, “selling again” risks eroding the relationship with the customer and may affect retention rates. Companies with an equivalent retention rate. Establishing and analyzing cohorts.

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

SaaStr

JUNE 13, 2020

And they have five times the headcount and have raised $25 million. Even if the competition is everywhere, if your net revenue retention is 120%-130% or higher, that means your existing customer base is still happy to buy more from you. More on that here ). Second, he was almost overwhelmed with The Competition. Lean in there.

Sales Hiring 289

Sales Hiring Scale Headcount SaaS 289

Totango

JUNE 28, 2022

Let’s look at three things CMOs should do during tumultuous economic times to support their current customer base and promote retention and expansion. . And in order to maximize your ROI, you should be focusing on retention and customer satisfaction strategies. Maximize Your Return on Investments. Be Proactive About Customer Health

Scale 74

Scale Headcount Systems Review Communication 74

ChurnZero

JULY 14, 2021

Increase Customer Retention – This one is a no-brainer but the longer you are able to increase your customer lifespan, the more revenue you will receive over time. Increase Customer Retention – This one is a no-brainer but the longer you are able to increase your customer lifespan, the more revenue you will receive over time.

Customer Lifetime Value 98

Customer Lifetime Value Scale Headcount Churn 98

Totango

JULY 5, 2022

You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Engage Customers : this SuccessBLOC is designed to drive customer engagement with automated retention and expansion activities to scale your growth. So, how do you do this?

Customer Success 98

Customer Success Scale Headcount Churn 98

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. How are you scaling your team ? CFOs are always going to ask their CCOs to think about costs and retention.

Customer Success 52

Customer Success New CTO Scale Headcount 52

ChurnZero

NOVEMBER 18, 2022

This is something that I’m doing with fractional headcount allocation. The pilot programs aren’t meant to be these big bells and whistles, not even after you launch an official full-time headcount on something. It really gets to the point where you say, “We have the opportunity to scale this. CFO is on it.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

CustomerSuccessBox

DECEMBER 3, 2021

You may find yourself protecting your headcount, rooting for investments you want in tech, and giving suggestions for new product features. Customer Success Manager headcount and performance. Also, the CFO might be worried about the ‘increase in headcount’ investment. Having that conversation can be expected to be a tough one.

Customer Success 52

Customer Success Data Technical Review Headcount 52

Intercom, Inc.

NOVEMBER 9, 2021

Proactive support is a lifesaver for busy teams looking to provide exceptional support at scale. We believe that proactive support is about so much more than just reducing inbound conversation volumes: it can also directly impact activation, retention, and ultimately, your business’s revenue.

Scale 118

Scale Customer Support Headcount Engagement 118

OPEXEngine

NOVEMBER 23, 2020

This INCLUDES headcount-related expenses. If you are utilizing Gusto or a similar payroll tool, your headcount expenses are likely coming into your P&L as one (or maybe two) line item(s). these figures are going to be WRONG because you haven’t properly accounted for your headcount costs in Sales & Marketing.

Finance 52

Finance Sales Hiring Headcount Scale 52

OpenView Labs

NOVEMBER 19, 2020

Regardless of the round, fundraising breaks down to three distinct components: non-negotiable value drivers, spending money to make money, and signals of sufficient scale. Similarly, gross and net dollar retention is a strong signal your value proposition is resonating in the market. Signals of sufficient scale.

Headcount 55

Headcount Benchmarks Banking Retention 55

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. As part of this shift, we identified thousands of customers whom we believed would benefit from scaled account management , a new sales motion for Intercom.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

Intercom, Inc.

JULY 29, 2021

Fortunately, Mark had quite a bit of experience working and scaling teams in demanding, hypergrowth environments. This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Kieron O’Neill: Mark, you’re very welcome along to Scale by Intercom today. From selling bikes to software.

Sales Hiring 223

Sales Hiring Scale Sales Recruiting Underperforming Technical Team 223