Sales Hacker

MARCH 1, 2024

Unlike earned media (press, customer reviews, and social mentions) companies have full control over owned media. The real value of owned media is in building an engaged audience within your customer base and prospects, which can grow the pipeline, assist sales in closing deals, and improve retention.

VP of Engineering 71

VP of Engineering Scale SaaS AI Search 71

Intercom, Inc.

JULY 11, 2019

Move away from this concept and toward the idea of a flywheel instead: feeding energy back into the system instead of success rates diminishing over time. So often, when we think about investing in a support team, sometimes the conversation becomes about getting the headcount higher, higher, higher. Speak the customer’s language.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

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

Sales Enablement, SaaS and Growth

MARCH 23, 2020

The right mental models have a knack of becoming an integral part of a company’s operating system, and more importantly help employees make good decisions, more often. MSPOT An MSPOT is a simplified one page strategic plan used by HubSpot, and they have become an integral part of the company’s operating system. Source: McKinsey 17.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

ChurnZero

JULY 1, 2022

A small snag in a workflow that was a minor inconvenience becomes an acute pain whose only real fix requires unraveling the whole system. Boiling it down, it’s a lot about the execution and strategy of your CS team as it relates to people, data, process, systems, and the customer experience. The third is customer data.

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

ChurnZero

JULY 1, 2022

A small snag in a workflow that was a minor inconvenience becomes an acute pain whose only real fix requires unraveling the whole system. Boiling it down, it’s a lot about the execution and strategy of your CS team as it relates to people, data, process, systems, and the customer experience. The third is customer data.

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

ChurnZero

DECEMBER 18, 2020

Like let’s take a more conservative approach in the earlier months of the year in terms of adding headcount. Or your retention might not be where you want it to be. How to Make the Most Out of Your Executive Business Review – Learn what the critical components to EBRs are to make them beneficial for everyone. .

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Both Sales and CS need to have ownership for revenue outcomes.

Strategy 97

Strategy Sales Customer Lifetime Value Retention 97

Sales Hacker

OCTOBER 22, 2019

I think it’s even more complex when we think about layering customer success, renewals, retention, expansion, all of that into the equation. So we’ve got sales and marketing leadership, and we’re reviewing everything from early stage leading indicators, looking at activity.

Revenue 41

Revenue Scale Strategy Sales Hiring 41

Intercom, Inc.

JULY 21, 2022

. “The great thing about performance marketing is the ROI is really obvious, so you can justify increased spend and headcount based on the performance, and that’s what we’ve done” The first thing we did was build out a pretty robust performance marketing team. We use a multi-touch attribution system. Here’s Andrew.

Outsourcing Services 215

Outsourcing Services Sales Hiring CTO Hire Acquisition 215

SaaStr

MARCH 17, 2020

Our net retention rate was over 130%, so we have this really great pool of customers that all we needed to do was kind of find them. It’s almost like a point system where if you do this, then you get Y. QUESTION 2: Can you tell us the strategy a little bit around your G2 Crown and Capterra reviews? So good question.

Scale 142

Scale Payment Services Sales Hiring Payment Methods 142

ChurnZero

JUNE 27, 2023

A digital approach is key to improving business growth metrics such as net revenue retention (NRR) and gross revenue retention (GRR). Subjective internal: Results of periodic business reviews, Customer Success Manager (CSM) sentiment, engagement and responsiveness, customer fit within the ideal customer profile (ICP).

Customer Success 52

Customer Success Strategy Outsourced Development Systems Review 52

Andreessen Horowitz

JANUARY 17, 2024

” And so in part of the diligence, we actually called into some of these community leaders and tried to find out, what do people really think? I also think the thing that we keep track of on the DFR perspective is, the average response time to a 911 call is inflated due to the number of unnecessary calls of service.

Technical Review 75

Technical Review Technology Underperforming Technical Team Systems Review 75

ChurnZero

JUNE 3, 2022

You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Revenue retention is super important. Now, you’re telling me I need to add a third headcount. Headcount is expensive. It better give me at least twice that in revenue retention.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

ChurnZero

JUNE 3, 2022

You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Revenue retention is super important. Now, you’re telling me I need to add a third headcount. Headcount is expensive. It better give me at least twice that in revenue retention.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

Kellblog

JUNE 17, 2023

selling a budgeting system to a VP of FP&A) and “consultative” means a complex sale with multiple constituents. We’ll review it later. Net revenue retention (NRR) aka net dollar retention (NDR) [6]. Gross revenue retention (GRR) aka gross dollar retention (GDR). Nothing to add here.

Scale 102

Scale Sales Benchmarks Metrics 102

ChurnZero

JANUARY 13, 2023

First, digital CS will become a way of life due to flat or reduced headcount. AI can also simplify data unification by providing more streamlined, intelligent processing for the people, teams and systems that need accurate insights to build better businesses. A few common themes emerged. Firefighting is no longer an option.

Trends 98

Trends Customer Success Sales Hiring Scale 98

Intercom, Inc.

FEBRUARY 10, 2022

If you help and encourage your team, they can drive retention and expansion, and you’ll see the benefits in your bottom line. Reduced headcount, longer working hours, and a spike in queries have led to burnout. They go big on human support to meet demand, and they end up having to backtrack and cut headcount as costs skyrocket.

Customer Support 211

Customer Support Trends Technical Review Headcount 211

Point Nine Land

APRIL 21, 2021

There are a bunch of generic management tools to help you achieve that such as seniority matrix , regular 1o1s, performance reviews, regular update meetings and/or offsites. Set up a ticketing system for feature requests and bug reports. The most important is that every feature request and bug report get into this system.

Sales Hiring 52

Sales Hiring Startup Scale Software Review 52

Kellblog

JANUARY 2, 2024

As per my custom, let’s review my 2023 predictions before presenting those for 2024. 2023 Predictions Review 1. Customer retention came into sharp focus in 2023 and with it a new, balanced view relying on both NRR and GRR as key retention metrics. Per LinkedIn , headcount is up 240% over the past two years.

AI Search 108

AI Search Technical Review Technical Advisors ChatGPT 108