Intercom, Inc.

DECEMBER 8, 2020

But with so much data to consider, how can you define the help desk metrics that matter for your team? This can empower teams to take strategic action to improve their overall support experience for customers. This metric represents the average amount of time it takes your customer support team to settle a case once it’s opened.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

SaaStr

NOVEMBER 1, 2022

They are hiring leaders, building teams, and attracting advisors in the US while devouring the SV SaaS playbook. The promise of SaaS was healthy profitability at scale and yet we see companies with hundreds of millions of dollars in revenue burning cash. Often, founders are unsure about the headcount split between India and the US.

Scale 233

Scale Sales Hiring Cybersecurity Underperforming Technical Team 233

ChurnZero

NOVEMBER 18, 2022

And yet, downplaying your team’s needs undermines CS’s current impact and future revenue-driving potential. According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. But it’s not about driving revenue at all costs, cautions Jeff. Now we have a name for this.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

Sales Enablement, SaaS and Growth

MARCH 23, 2020

Companies which don’t use mental models risk unleashing mayhem with poor choices or becoming bloated and bureaucratic by reducing the volume and speed at which decisions are made - both scenarios are undesirable and will impact growth. OKRs are a useful mental model - they make it crystal clear what people and teams should be striving for.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

OPEXEngine

MARCH 9, 2022

Most companies track R&D as a % of revenue, and maybe a few metrics about activity, but few CFOs can answer the question of what’s the ROI on their R&D investment. How can Finance and Engineering management work together to diagnose weak areas, and shift R&D resources to produce better outcomes for the company?

Software Review 59

Software Review Development Team Review Technical Review Outsourced Development 59

Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. We were probably around 1,000 employees, and a few hundred million in revenue.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

Sales Hacker

MAY 21, 2020

There isn’t a continual feedback loop between teams. They may or may not have developed a follow-up schedule but are not continually testing. A Sales & Marketing SLA (service-level agreement) is a formal agreement that defines clear, agreed-upon expectations that align both teams under a unified goal. Decrease Speed-to-Lead.

Scale 132

Scale Underperforming Technical Team Headcount Technology 132

Intercom, Inc.

JULY 29, 2021

And so, Mark Rudden and his team had to figure it all out by themselves. Fortunately, Mark had quite a bit of experience working and scaling teams in demanding, hypergrowth environments. Building a great sales team: How Intercom fosters and maintains its sales culture. Onboarding, but make it remote.

Sales Hiring 223

Sales Hiring Scale Sales Recruiting Underperforming Technical Team 223

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. Providing the right cold calling training can make or break the success of a new team member. Nobody likes cold calling. But just because it isn’t fun doesn’t mean it isn’t effective.

Sales Hiring 121

Sales Hiring Underperforming Technical Team Marketplace as a Service Headcount 121

Sales Hacker

MAY 19, 2021

This helps us with our prospecting strategies but it also helps our reps develop their skill set and become stronger in their role. When a customer says that now is bad timing, I know that my rep didn’t understand the customer’s pain enough to drive value and offer a solution to their current problems. This is actually gold for us.

Data 80

Data Underperforming Technical Team Headcount Sales Funnel 80

The Angel VC

DECEMBER 12, 2018

While this is generally true for most companies, it’s particularly true for SaaS businesses, which invest heavily in product development, sales, and marketing upfront and get payments from customers over a delayed period of time, usually several years. The main reason is that your customer acquisition costs are highly front-loaded.

Sales Recruiting 106

Sales Recruiting SaaS Payments Sales Hiring Scale 106

Sales Hacker

NOVEMBER 27, 2019

Sales leaders have a bad habit of dumping people into a new job without properly preparing them to succeed. Although I went through two weeks of training with my team, they were underwater too. I’m going to share my top 20 sales onboarding secrets to help your team beat their 30-60-90 day plan. So tune in….

Sales Hiring 74

Sales Hiring Onboarding Sales Recruiting Outsourcing Services 74

Sales Hacker

FEBRUARY 19, 2020

It’s your secret to finding the diamonds in the rough when you need more qualified leads, without increasing headcount. SaaS companies, who often have complex sales cycles coupled with small but agile sales teams, can especially benefit from lead scoring, since it allows small teams to punch well above their weight class.

Sales 97

Sales Underperforming Technical Team Systems Review Headcount 97

Sales Hacker

MARCH 12, 2020

If you’re in a position to fill a sales role, you’re likely already feeling the pressure, because your revenue targets are built on the assumption that your team is fully staffed. These factors can quickly derail a sales team. Do: Move quickly to hire sales talent — empty seats mean lost revenue. Is compensation too low?

Sales Hiring 76

Sales Hiring Sales Recruiting Compensation Underperforming Technical Team 76

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. 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. Short on time?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

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. The question becomes: “Who do I want on my team—and why?”. A final comment on purpose: It should come from your team.

Scale 84

Scale Underperforming Technical Team Headcount Software Review 84

Sales Hacker

FEBRUARY 5, 2021

And you and your team won’t waste your time working on bad opportunities. The first question sales leaders and their teams need to answer is: who is our customer? If you stay too high-level, the pain could be misinterpreted by your team and the rest of the organization. No more convincing them to buy. No spray and pray.

Scale 107

Scale Sales Underperforming Technical Team Headcount 107

User Pilot

MAY 11, 2022

You can use product usage data to develop an effective marketing strategy, improve products, retain customers , as well as to accelerate customer adoption. Request a personal demo with the Userpilot team, and see how one tool can provide all the data you need for successful customer segmentation. Annual Revenue or LTV (lifetime value).

SaaS 91

SaaS Underperforming Technical Team Onboarding Churn 91

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. Providing the right cold calling training can make or break the success of a new team member. Nobody likes cold calling. But just because it isn’t fun doesn’t mean it isn’t effective.

Sales Hiring 52

Sales Hiring Underperforming Technical Team Marketplace as a Service Headcount 52

ChurnZero

OCTOBER 15, 2021

Net Revenue Retention (NRR) is an overnight sensation that’s been years in the making. During one of our BIG RYG Hyper-Workshops on budgeting for Customer Success headcount, Kristen Hayer of The Success League, framed this shift by explaining that as a CS leader, you’re not running a happiness team, you’re running a revenue team.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

OPEXEngine

FEBRUARY 2, 2021

And even though revenue forecasts might be highly uncertain, most managers have a good idea of how much it will cost them to operate their businesses under different scenarios. Of course, just assuming the worst is almost as bad as assuming (and acting as though) everything will be okay, and simply continuing on as normal.

Forecasting 40

Forecasting Underperforming Technical Team Headcount Scale 40

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. 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.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

Valuize Consulting

DECEMBER 13, 2021

As Customer Success as a discipline has grown, it has also developed an accompaniment of misconceptions and myths, generating a lot of confusion about how to do it right and scale successfully. Customer Success Management: Distinguishing Fact From Fiction.

Customer Success 52

Customer Success Scale Technical Review Underperforming Technical Team 52

Intercom, Inc.

AUGUST 20, 2019

There’s no shortage of advice for SDRs online , so it’s easy to find nuggets of wisdom to help in your sales career, but unfortunately there’s also a lot of bad advice. At the time I didn’t fully value the SDR experience or the skill set I was developing. The virtue of patience. Why do SDRs (including me) fail to grasp this concept?

Sales Hiring 35

Sales Hiring Underperforming Technical Team Sales Headcount 35

Point Nine Land

DECEMBER 12, 2018

While this is generally true for most companies, it’s particularly true for SaaS businesses, which invest heavily in product development, sales, and marketing upfront and get payments from customers over a delayed period of time, usually several years. The main reason is that your customer acquisition costs are highly front-loaded.

Sales Recruiting 61

Sales Recruiting SaaS Payments Sales Hiring Scale 61

Intercom, Inc.

APRIL 4, 2019

The fastest growing software companies in recent years all have something in common – they started with little to no sales team. Yes, Slack started off with no sales team. Yes, Dropbox started off with no traditional sales team. To find out, we sat down with Jeanne de Witte , Head of North America Revenue & Growth at Stripe.

Scale 162

Scale Sales Hiring Underperforming Technical Team Payment Services 162

BetterCloud

NOVEMBER 1, 2017

One exec’s greatest failure: “I was seduced by a build scenario … it turned out to be a very poor decision”. After being “seduced by a build scenario,” Holst-Knudsen says he convinced the company to move ahead with it, which turned out to be a very poor decision. But software development and IT resources are still a cost.

VP of Engineering 45

VP of Engineering Underperforming Technical Team Outsourced Development Engineering 45

Sales Hacker

AUGUST 12, 2020

Lars Nilsson, the co-Founder of Sales Source, did this when running worldwide Sales Development for Cloudera. Let’s see how this might look: This is fully automatable: Hey {{first_name}}, I noticed that your headcount recently increased by {{custom_1 = employee increase}}. Thanks, Justin. Automating LinkedIn. Where did they go wrong?

Scale 107

Scale Scaling AI Search AI 107

SaaStr

DECEMBER 3, 2020

In Today’s Episode We Discuss: * How Sam made his way into the world of SaaS with Dropbox and how that led to his leading the sales and success team today @ Loom. What was Sam’s biggest lesson from scaling the sales team at Dropbox? Does it have to be tied to a number related to revenue? I met my wife in sales boot camp.

Scale 180

Scale Sales Hiring Sales Recruiting Sales 180

Intercom, Inc.

JANUARY 16, 2019

Growing a sales team isn’t as simple as putting a bunch of A players in a room and getting them to start selling your product. If you want to build a revenue engine that will fuel long-term growth, you need to build and scale your sales org with intention. and many more to talk about how they’ve built sales teams from the ground up.

Scale 156

Scale Sales Hiring Underperforming Technical Team Scaling 156

SaaStr

JULY 11, 2023

You need to be ready to talk revenue, or have a big customer that will actually talk to the press with you – because these folks have been burned by taking the word of founders in the past. What it does is give your company a bad name. A Real Company With Real Money (Funding plus Revenue) Wanna get press? Do not do it.

Social Media 180

Social Media SaaS Underperforming Technical Team Headcount 180

ChurnZero

DECEMBER 2, 2022

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? Re-segmenting your customer base is a natural evolution of your company, product, and team’s growth. We also had to think about how we were doing their variable compensation to incent fairness across the team.

Headcount 98

Headcount Underperforming Technical Team Scale Outsourced Development 98

FastSpring

JANUARY 31, 2023

Luckily, most developers find it easy to integrate Stripe with most other software (however, you have to pay for each software separately). You’ll be able to manage all aspects of the payment lifecycle from your FastSpring dashboard without adding extra software or headcount. Stop bad actors before a transaction is even processed.

Payment Services 120

Payment Services Payment Methods Merchant Services Payment Features 120

Kellblog

JUNE 4, 2023

There may be a services relationship (channel) where the GSI agrees to use the vendor’s strategic consultants, acquired at a wholesale price, blended into the team responsible for a project (and in order to ensure there is specific product expertise on the team). Sign de facto preferred, but not exclusive distribution relationships.

Sales Recruiting 108

Sales Recruiting Compensation SaaS Sales Hiring 108

SaaSOptics

MAY 2, 2022

In a sales-led model, sales processes and teams are the primary drivers of revenue growth. Each has its strengths and weaknesses, but neither is better or worse than the other. As a result, workplace collaboration tools like Zoom , Slack , and Dropbox all experienced record revenue numbers during this time. .

Scale 97

Scale Sales Hiring Underperforming Technical Team Sales 97

Intercom, Inc.

AUGUST 29, 2019

It’s no surprise that one of the key levers for growth as you go from startup to scale-up is your sales team. How quickly you’re able to accelerate growth depends on your ability to build a nimble sales org and develop a strong sales strategy. These lay the foundation that enables your team to run as efficiently as possible.

Scale 172

Scale Sales Hiring Scaling Payment Services 172

Outseta

JANUARY 20, 2020

When I left Buildium five years later we’d grown from a start-up to a business with more than 12,000 customers and $16M in revenue. I was managing a team of 15 and the company had grown to about 140 employees. Buildium was 100% bootstrapped—no small angel round or anything like that—until the company reached about $6M in revenue.

SaaS Payments 145

SaaS Payments Sales Hiring Payment Methods Payment Services 145