ChurnZero

JANUARY 13, 2023

First, digital CS will become a way of life due to flat or reduced headcount. Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. A few common themes emerged.

Trends 98

Trends Customer Success Sales Hiring Scale 98

Sales Hacker

JULY 31, 2023

It’s easy to find thought leaders on LinkedIn giving tips on using LinkedIn Sales Navigator. But when one of my reps was struggling to book meetings in Q1 this year, I couldn’t find a comprehensive guide to LinkedIn Sales Navigator — so I decided to write it. If Sales Navigator is connected to your CRM: Choose ‘My CRM Accounts.’

Scale 52

Scale Sales Hiring Sales Headcount 52

OPEXEngine

OCTOBER 4, 2022

Do you need to make tough decisions about team headcount? Acquisitions, quarterly sales results, and new rounds of funding will require teams to work with management and determine the next steps. Slowing Hiring. This often means pulling back on hiring goals or pausing hiring altogether. Acquisitions.

Engineering 52

Engineering Sales Hiring Technical Review Headcount 52

ChurnZero

NOVEMBER 22, 2021

As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Have you ever been in a position where you’ve had to beg to hire more resources? We’re behind on our sales projections. How to Build a Customer Success Budget for Headcount. Benchmark: Revenue per CSM.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

ChurnZero

NOVEMBER 29, 2022

When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts. At the time, I was a sales engineer, and my job was to close deals and move on to the next prospect. However, I found there were two flaws in our customer management process.

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

Kellblog

JANUARY 2, 2024

As per my custom, let’s review my 2023 predictions before presenting those for 2024. 2023 Predictions Review 1. Some found themselves blown up (aka Slootmanned ), often in hasty lose/lose transactions leaving customers dissatisfied with reduced attention levels and sales unhappy with additional work without additional resource or pay.

AI Search 108

AI Search Technical Review Technical Advisors ChatGPT 108

SaaSX

JULY 26, 2020

Here are 5 roles you may not have thought of and how they can help drive immediate revenue & sales efficiency impact. Role: Also known as Sales Engineer, but I prefer to call it Product Specalist. This is a dedicated role that helps distribute product knowledge across a fast-scaling sales and customer success team.

Sales Recruiting 64

Sales Recruiting Technical Review Scale Startup 64

SaaStr

DECEMBER 3, 2020

403: Sam Taylor is the VP of Sales and Success @ Loom, the startup that helps you get your message across by making it easy to record instantly shareable videos. As for Sam, prior to Loom, Sam spent over 4 years at Salesforce following their acquisition of Quip, a startup Salesforce acquired for $750M where Sam was also the 1st sales leader.

Scale 167

Scale Sales Hiring Sales Recruiting Sales 167

Intercom, Inc.

JULY 11, 2019

Here are five quick takeaways: Most sales and support teams talk about their jobs as a funnel. We said, “Oh, we could build a service component in here,” and now we have a marketing hub, a sales hub and a service hub. Everybody in marketing and sales and probably even customer service uses the concept of a funnel.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Payrix

FEBRUARY 21, 2024

To start the series, Ian and his guest Andy Meadows, Head of Partner Success Management for Payrix, dive into the topic of resourcing and what you need to consider when it comes to selling payments, boarding and underwriting, service and support, and development and tech. Andy Meadows We’ll kick it off with sales.

Payments 100

Payments Merchant Services Embedded Payments Payment Services 100

Sales Enablement, SaaS and Growth

JUNE 26, 2018

Today, everyone working in and around sales and marketing knows that bots are hot, in vogue and quite simply, of the moment. In my role leading sales enablement at HubSpot in EMEA, we deliberately carve out time to think about ways to leverage tools, technology and software that will make sales reps more effective.

Sales Enablement 100

Sales Enablement Scale Sales Recruiting Sales Hiring 100

ChurnZero

JUNE 3, 2022

For starters, the CS role has earned its rightful spot as one of a startup’s first ten hires. There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand. Paul: What’s the most disruptive technology of all time?

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

ChurnZero

JUNE 3, 2022

For starters, the CS role has earned its rightful spot as one of a startup’s first ten hires. There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand. Paul: What’s the most disruptive technology of all time?

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

Intercom, Inc.

OCTOBER 24, 2018

When companies face the prospect of supporting rapidly increasing numbers of customers, they are faced with three fundamental choices: Support customer growth with increased headcount – this brings the benefit of maintaining a top notch level of service, but it also comes at a hefty financial and operational cost. Automation.

Scale 178

Scale Customer Support Scaling Strategy 178

SaaStr

MARCH 17, 2020

How to create boundaries and norms with the sales team, how to find customer advocates, how to build and scale your program, as well as the difference between incentivized vs. reward program. Customer reference program went from something that was nice to have and important to absolutely critical to our new business sales cycle.

Scale 141

Scale Payment Services Sales Hiring Payment Methods 141

Kellblog

JUNE 4, 2023

In that (quite popular) post, I shared Mark’s top ten list of mistakes that enterprise software startups make in sales and go-to-market. technology alliance partners). Compound this general lack of attention with reductions in headcount and tough economic times, and partners can devolve from an afterthought to a never-thought.

Sales Recruiting 108

Sales Recruiting Compensation SaaS Sales Hiring 108

SaaStr

SEPTEMBER 19, 2019

I just thought there should be a way to get their customers to review them on the sites that matter. And Dennis and I started the company because we saw a huge need for local businesses to get reviews online, and nobody was doing it. Just operate your business, hire good people.” FULL TRANSCRIPT BELOW.

Scale 111

Scale Sales Hiring Software Review Scaling 111

OpenView Labs

MARCH 10, 2019

Over this time, our headcount has grown by over 10x, and our revenue has grown by over 60x. I was originally hired as Head of Sales, but quickly transitioned to building out our customer success team in order to proactively improve retention. We segment our user base into three categories: Automated tech-touch.

Scale 69

Scale Customer Success Scaling Sales Hiring 69

SaaStr

JUNE 10, 2020

We’re going through layoffs and furloughs, recession planning and for me as the CMO, facing really massive cuts to marketing budgets and headcount. And one thing I’ll say about tech companies is that in a time like this what is going to get us out of this is technology. Meagen, sales. Our workforce is remote.

Travel 170

Travel Marketing Scale Outsourcing Services 170

Sales Enablement, SaaS and Growth

MARCH 23, 2020

The Horizons Framework is an effective way to categorise projects, which in turn helps with assigning budget, headcount and timelines. The key tenet is to understand the real job customers are using or “hiring” your product for. Source: McKinsey 17. Inventing is to innovation as simplicity is to operational excellence.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

Neil Patel

JANUARY 8, 2019

Technically it’s my third. But because he is great at hiring and building up people, he is able to generate more revenue from the same amount of traffic. For example, he hired Nick Roshon as our VP Sales, who is amazing. If you want to grow fast you need to hire people. NeilPatel.com isn’t my first blog.

Marketing 111

Marketing Sales Hiring Technical Review Scale 111

Baremetrics

JULY 25, 2019

Though they obsessed over cloud formations, the Sun and the Moon, without sufficient technological advances, their practice was reduced to guesswork. It feels hotter outside than yesterday” : “Our sales team has more momentum than last month.” Managing Uncertainty: These 51 forecasts show what the weather might be like in 96 hours.

Forecasting 88

Forecasting Scale Sales Hiring SaaS 88

Point Nine Land

APRIL 21, 2021

There are many posts out there explaining how startup co-founders should “land the first sales, then hire the first 2 sales and when to hire a VP sales”. But, in my experience, there’s very little written about what is the equivalent for Product Management. Are you done with product management?

Sales Hiring 52

Sales Hiring Startup Scale Software Review 52

Sales Hacker

OCTOBER 22, 2019

This week on the Sales Hacker podcast, we speak with Catie Ivey , Regional Vice President of Mid-Market Sales at Demandbase. Catie has experience both in sales and marketing roles at Meltwater News, Salesforce, Marketo, and other big-name logos. Subscribe to the Sales Hacker Podcast. How Catie Got Into Sales [11:20].

Revenue 41

Revenue Scale Strategy Sales Hiring 41

Intercom, Inc.

JUNE 3, 2021

There have been two seminal memos that have, in a sense, rocked the tech industry. And it had a lot of guidance about adapting to change, about managing your burn, all of the classic things you’d expect to do in advance of a global pandemic, and all of the things we’ve gotten quite used to. Hello Paul. Paul Adams: Hi, Des.

Strategy 228

Strategy Software Review Development Team Review Sales Recruiting 228

Sales Hacker

JUNE 16, 2021

If you could spend a day with sales teams from some of the most successful companies in the world, what would you see? They’re all on board – marketing, sales, product, customer success, and executive leaders. Their sales tools are integrated effectively, coaching is readily available, and sales reps are happily using their CRM.

Sales Enablement 101

Sales Enablement Scale Sales Hiring Technical Review 101

Sales Hacker

APRIL 29, 2021

Your sales org is fundamentally different today than it was a year or two ago. With the advent of sales engagement platforms (SEPs) and other tools which make it easy to scale outbound sales communications, Rolodexes and spreadsheets are things of the past, with technology taking over many formerly manual steps.

Scale 103

Scale Sales Hiring Sales Headcount 103

Intercom, Inc.

MAY 19, 2022

To maintain quality as you scale, don’t compromise your bars on hiring – even if you’re doing it under pressure. Using bots to triage conversations or solve simple queries frees your team to focus on more complex issues and allows you to scale without adding headcount. That’s why you need to do these internal reviews as well.

Benchmarks 104

Benchmarks Sales Hiring Scale Strategy 104

SmartKarrot

FEBRUARY 19, 2021

Compare this figure with the acquisition cost and document the loss in ROI due to early churn. Upsell limitations: Calculate the bucket size of customers who qualify for upgrades or account expansion. Lower support cost: Customers with dedicated CSMs would naturally need less assistance from technical support staff.

Outsourcing Services 10

Outsourcing Services Customer Success Technical Review Business 10

Intercom, Inc.

FEBRUARY 10, 2022

So, we decided to host a webinar with three customer support experts and ask them what the biggest trends in customer support are and how they plan to tackle them – from budget cuts to increasingly disconnected tech stacks to employee burnout and turnover. Ruth O’Brien , Senior Manager of Customer Support here at Intercom.

Customer Support 211

Customer Support Trends Technical Review Headcount 211