Intercom, Inc.

OCTOBER 24, 2018

“There is more to scaling up than just machine learning and bots” A key part of our strategy revolves around automation, including our recently released Answer Bot , but there is more to scaling up than just machine learning and bots. Here’s a look at how we have managed it and how you can too. Automation.

Scale 178

Scale Customer Support Scaling Strategy 178

Tom Tunguz

JULY 21, 2022

Management teams expect to reduce operating expense by 20% predominantly through headcount reductions or hiring freezes - everyone from sardine startups to public megalodons. Software automates manual work, provides leverage, and the total cost is often less than a headcount. Software does more with less.

Sales Hiring 146

Sales Hiring Headcount Software Finance 146

Intercom, Inc.

AUGUST 23, 2022

With increasing business costs and reduced headcount, companies are feeling the squeeze as they also grapple with rising consumer expectations. So, with a great support strategy you can reduce churn, improve customer lifetime value, and overall boost your bottom line. Here are four areas where you can supercharge your strategy.

Customer Support 211

Customer Support Retention Headcount Customer Lifetime Value 211

SaaStr

JUNE 19, 2023

The Right Amount of Headcount Is Far Less Clear When Bootstrapping. Almost everyone I’ve talked to that does profit sharing or similar initiatives gives up and just ends up doing traditional bonuses in the end, traditional sales comp plans, etc. #6. Probably Far Less is The Answer. SaaStr has 7 employees. Should we have 70?

Sales Hiring 195

Sales Hiring Headcount Startup Revenue 195

SaaStr

SEPTEMBER 14, 2023

The headcount and other ongoing operating costs do add to expenses and hit earnings, however. If the acquisition fails years down the road, that Goodwill may need to be written off, and impact earnings for a quarter as a one-time expense. But even there, it’s years later, and a one-off expense.

Acquisition 237

Acquisition Investment Headcount Banking 237

SaaStr

SEPTEMBER 14, 2023

The headcount and other ongoing operating costs do add to expenses and hit earnings, however. If the acquisition fails years down the road, that Goodwill may need to be written off, and impact earnings for a quarter as a one-time expense. But even there, it’s years later, and a one-off expense.

Acquisition 203

Acquisition Investment Headcount Banking 203

Sales Hacker

NOVEMBER 17, 2023

Avoid These 3 Things 3 pitfalls to avoid when growing and scaling a sales team 1) Thinking that more sales headcount = more revenue This is a pitfall and simply not true. Tune in to find out all of Sean’s best sales strategies! Let’s get into it. This week’s newsletter is sponsored by Flex.

Sales Hiring 105

Sales Hiring Scale Headcount Sales 105

Intercom, Inc.

MAY 13, 2021

We recently sat down with Linda to chat about how customer success matures as you move upmarket and which strategies can help you to better serve your customers going forward. You’re a big part of their tech stack, you’re a big part of their investment strategy, you’re a big part of their spend. What do I love?'”

Scale 177

Scale Customer Success Strategy Sales Hiring 177

OpenView Labs

APRIL 28, 2020

Based on my 41 years experience in the software industry—which includes surviving six different recession-based crises—I have three key strategies to help companies shore up cash resources as they face an uncertain future. Freezing expenditures is a non-negotiable strategy that should be put into effect immediately. Reduce headcount.

Sales Hiring 70

Sales Hiring Strategy Headcount Business 70

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. Now is the time for support leaders to level up previous support strategies and adopt new tactics. In turn, you’ll increase efficiency without increasing your headcount.

Headcount 118

Headcount Scale Sales Hiring Customer Lifetime Value 118

Sales Hacker

APRIL 12, 2022

That’s because you’re funneling your resources, both your headcount and your program spend, to those accounts that are a good fit for your organization, for your product and service. To get started, think about what the strategy is and what you’re trying to achieve and understand who your ideal customer profile is.

Strategy 88

Strategy Marketing Growth Marketing B2B 88

SaaStr

MARCH 7, 2023

Many of them said headcount management and spend were common levers they pulled, given the immediate and significant impact they have on spend. Is Your GTM Strategy Poking Holes In The Ship GTM strategy has been one of the biggest areas of inefficiency over the last two years. years of runway and are below the Rule of 40.

Outsourcing Services 164

Outsourcing Services Scaling Venture Capital Forecasting 164

Intercom, Inc.

JUNE 7, 2022

Increase your leads without increasing your headcount. But one of the major benefits of live chat for sales is that it allows you to capture and qualify more leads without needing to increase headcount.

Sales Funnel 245

Sales Funnel Sales Headcount Subscription 245

Intercom, Inc.

APRIL 20, 2021

“These are the kinds of things that help our support org to function more smoothly and impactfully so we can support our customers at scale, without needing to increase budget or headcount”. Starting to build out a support operations function doesn’t necessarily mean adding headcount straight away. Baby steps, for sure.”.

Scale 156

Scale Customer Support Scaling Headcount 156

Intercom, Inc.

JANUARY 18, 2022

We also share actionable tips and strategies for providing world-class support in the new support landscape, where so many rules have been rewritten. Increased team burnout and attrition heightened by reduced headcount, an influx of queries from stressed-out customers, and the dawn of the “Great Resignation.”

Customer Support 138

Customer Support Trends Headcount Finance 138

Intercom, Inc.

DECEMBER 10, 2021

“Companies want to do right by their customers, but support teams are always stretched during this time of year and the global supply chain issues are causing an even greater strain for both the support teams and the consumers they’re supporting,” says Des Traynor , Intercom’s co-founder and Chief Strategy Officer. hours per week.

Headcount 195

Headcount Customer Support Scale AI 195

SaaStr

SEPTEMBER 17, 2021

Vimeo just hired their first sales rep 3 years ago to spearhead $20k+ deals … and now they have 100 reps, and are on track to double that headcount. If nothing else, a reminder that strategies are different in different geos, and deserve their own team. #10. My Top 10 Learnings: #1. 50% of Vimeo’s revenue is international.

Enterprise 233

Enterprise Scale Sales Hiring Headcount 233

Intercom, Inc.

JUNE 1, 2021

In a commissioned study by Forrester Consulting on behalf of Intercom undertaken in April 2021, Drive Conversational Experiences for a Future-Ready Customer Support Strategy , we learned that only 37% of support leaders and decision-makers are satisfied with their organization’s current digital channels and solutions.

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

Intercom, Inc.

DECEMBER 8, 2020

Help desk metrics are measurements that allow you to track your performance and effectively adjust your strategy to provide better customer support. It can also guide your hiring process if increasing headcount is required to guarantee 24/7 coverage for customers. What are help desk metrics? Customer satisfaction. Tickets by hour.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

Intercom, Inc.

JULY 14, 2020

Maintaining a 100% real-time experience typically requires: Increasing headcount to keep pace with a growing customer base and their conversations. And if you don’t increase headcount, you risk burning your team out. That’s less than ideal, especially if you see spikes in customer demand at different points throughout the year.

Headcount 224

Headcount Retention Customer Support Scaling 224

SaaStr

MARCH 5, 2021

The key is to make sure that your sales aren’t entirely dependent on the founder, but that the product and strategy are strong enough for a good sales team to run with themselves. Hire a VP that knows what they’re doing and then get fully aligned on strategy. 1 – Have a recruiting strategy. Removing the founder effect.

Sales Recruiting 173

Sales Recruiting Sales Hiring Scale Sales 173

SaaStr

JUNE 6, 2021

Even if the decision is made to invest more, future headcount is often sourced from internal team members and processes. Around Year 2, a BigCo typically has to measure the experiment in the acquisition and see how it’s performed. This can result in shrinking the team down if it’s underperformed, or investing more if it’s performed well.

Acquisition 174

Acquisition Technical Review Headcount Finance 174

Valuize Consulting

MAY 4, 2022

Rally Your Organization Around A Strong CS Scale Strategy. In the vast majority of B2B technology enterprises today, a Customer Success (CS) strategy is firmly in place. However, this strategy often begins and remains as a program that is focused on the minority high ARR customers. Identify Your North Star Metric.

Scale 52

Scale Customer Success Scaling Strategy 52

Tom Tunguz

JANUARY 31, 2021

During SKO, leaders discuss the strategy of the company, discuss product advances, and share the financial plan highlights including changes to quota and accelerators for sales commissions. funnel analysis tying sales performance to lead generation and marketing budget for program spend and headcount.

Forecasting 152

Forecasting Sales Hiring Headcount Finance 152

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. As a result, CS teams often have to work harder to make the case for headcount, technology and even product requests on behalf of customers. How can CS leaders address this challenge?

Finance 98

Finance Metrics Customer Success Headcount 98

Sales Hacker

DECEMBER 9, 2022

Related: RevOps as Change Management Leaders: a 7-Part Strategy. Sales leadership needs to understand capacity at the aggregate level to better assess revenue projections and headcount decisions. Model options to improve capacity where needed (enablement, coaching, marketing promotions, headcount, etc.). Keep targets simple.

Scale 97

Scale Headcount Sales Forecasting 97

Buffer Resources

APRIL 22, 2024

Unlike traditional startup founders who seek to grow headcount and scale a product, solopreneurs often are the product. Don’t force it : Creating content via mediums you truly don’t enjoy is not a sustainable strategy! This strategy has generated tens of thousands of post views for myself and my clients.

Social Media 98

Social Media Scale Growth Hacking Headcount 98

Intercom, Inc.

SEPTEMBER 8, 2021

According to a commissioned study conducted by Forrester Consulting on behalf of Intercom in April 2021, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , 59% of support leaders and decision makers find a lack of proactive support to be a barrier to conversational support at scale. Here’s how they’re doing it.

Scale 237

Scale Headcount Mobile Communication 237

ChurnZero

JANUARY 10, 2023

With limited headcount, companies are focused on filling their most critical roles. Customer Success roles focused on enabling strategies to automate processes and increase the CSM-to-customer ratio are emerging and becoming essential to company growth. Reduced budgets sharpen employers’ appetite for niche experience. Last year, 63.3%

Trends 52

Trends Customer Success Headcount Scale 52

Intercom, Inc.

DECEMBER 2, 2019

How do you ensure a great customer experience globally without adding a ton of headcount? Although it may seem like a no-brainer for businesses to offer customer support in multiple languages, in a recent survey we found that the vast majority of businesses struggle to implement an effective multilingual support strategy.

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

Chart Mogul

OCTOBER 20, 2023

But it’s not unheard of to see strategies you’ve been using fail to drive consistent growth while you scale. Peter shares his experience with managing headcount. We got a reduced ROI on initial investment on headcount. We probably spent the first five years just building what the market demanded.

Scale 52

Scale Scaling Headcount SaaS 52

OPEXEngine

DECEMBER 13, 2022

Companies with an equivalent commercial operation- sales headcount, marketing spend, and customer acquisition cost (CAC). For SaaSco, this may mean comparing their sales headcount to other enterprises IT vendors selling a similar average contract value. Companies at a similar stage of growth and maturity.

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

OpenView Labs

MAY 24, 2021

” Bessemer called product-led growth one of “three GTM strategies top cloud companies employ in the New Normal” in their State of the Cloud report. So how can you tell if a company is truly committed to a product-led growth strategy? PLG is more of an acquisition channel than a company-wide strategy.

Scale 98

Scale Headcount Sales Hiring Benchmarks 98

Andreessen Horowitz

FEBRUARY 13, 2024

The biotech industry is built on one of the cleanest go-to-market strategies in existence: if you make a safe drug that really works, patients are likely to receive it and payors are likely to pay for it. Raw data Some investors may want to see what the spread in plotted data looks like outside of a deck-polished graph.

Development Team Review 129

Development Team Review Technical Review Finance Systems Review 129

SaaStr

NOVEMBER 1, 2022

Often, founders are unsure about the headcount split between India and the US. At the highest levels, competition is about product strategy and brand. That means showing up in every quadrant of your category, hiring A players, putting yourself out there. Putting yourself out there, even a little bit, helps. Sequencing products is key.

Scale 214

Scale Sales Hiring Cybersecurity Underperforming Technical Team 214

Intercom, Inc.

JUNE 3, 2021

And so, now’s the time to start thinking about accelerating our business strategies and grabbing the opportunities it brings. Now that the worst seems to be over, what exactly should your strategy look like? But if the strategy was good to begin with, keep at it. How can we accelerate our current strategy? Paul: Yeah.

Strategy 228

Strategy Software Review Development Team Review Sales Recruiting 228

Sales Hacker

MAY 7, 2018

Or extra headcount? Broken down into four simple steps, these teams determined the process for executing a “move the middle” strategy within any sales force. The post The One Proven Strategy to Move Your Sales Team Performance Bell Curve appeared first on Sales Hacker. What if you don’t have money? Or the time?

Technical Review 49

Technical Review Strategy Sales Headcount 49