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

SaaStr

NOVEMBER 27, 2023

Having a predictable pipeline enables more effective decision-making, from headcount planning to strategic investments in technology and beyond. While Customer Success supports the post-sales handoff to ensure smooth implementation and ongoing adoption of the tech they’ve purchased. This team has to follow the golden rule.

Forecasting 290

Forecasting SMB Sales Technical Review 290

Intercom, Inc.

DECEMBER 8, 2020

It can help you identify peak times for support requests and ticket creation which can guide your hiring and tech stack decisions to ensure you continue to meet customer demands. When reviewing this metric, remember to consider the nature of the conversations being held. Customer satisfaction. Tickets by hour.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

SaaStr

SEPTEMBER 3, 2023

While the world of public tech stocks is defined by consumer-facing juggernauts like Facebook, Amazon, and Google, the world of venture capital is defined by the North Star of SaaS. By freezing headcount for a year. This was likely due to how difficult it was to convince ten companies to buy back in the day.

Sales Hiring 278

Sales Hiring Headcount Finance Technical Review 278

Intercom, Inc.

NOVEMBER 4, 2020

The holidays are fast approaching, and for ecommerce businesses, that often results in significantly higher support volume for your team – which is set to further accelerate this holiday season due to the impact of COVID-19. The Conversational Support Funnel can help you stay on top of your support, without increasing your overhead.

Customer Support 228

Customer Support Technical Review Scale Headcount 228

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. Reduced headcount, longer working hours, and a spike in queries have led to burnout.

Customer Support 211

Customer Support Trends Technical Review Headcount 211

Intercom, Inc.

FEBRUARY 9, 2021

Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. In particular, the pandemic has brought about an unprecedented shift in our reliance on technology that has had a knock-on effect on how customers relate to, and interact with, companies and brands. With empathy. “I

Technical Review 222

Technical Review Systems Review Customer Support Headcount 222

FastSpring

JANUARY 31, 2023

payment processing, gathering and remitting taxes, and subscription management) and what additional software you’ll need to add to your tech stack. Finally, we share several customer reviews and case studies for each solution. Plus, using multiple payment gateways solves most failed payment issues that are due to network errors.

Payment Services 147

Payment Services Payment Methods Merchant Services Software Review 147

Intercom, Inc.

MAY 20, 2020

On the flipside, I’ve also had customers who are investing more in automation as they’ve reduced their headcount. Integrations: What other tools are in their tech stack? Assuming you and your customer share the same level of technical knowledge. Some of the tasks we count are calls, emails, and account reviews.

Scale 223

Scale Customer Success Scaling Technical Review 223

Andreessen Horowitz

FEBRUARY 13, 2024

In this confidential deck, consider providing as much information as possible to accelerate the diligence process, including details about any underlying technical platform, your intended near-term pipeline targets and substantive program-specific data (e.g., It can also save you from repeatedly answering the same diligence questions!

Development Team Review 125

Development Team Review Technical Review Finance Systems Review 125

Valuize Consulting

DECEMBER 17, 2024

Establishing effective yet efficient ratios requires aligning your CSM headcount with the mechanics of your customer lifecycle design including the definition of the CSM role in your company and the specific activities that achieve successful product adoption with your customers. Establishing dashboards for the customers KPIs.

Technical Review 52

Technical Review Systems Review Headcount Scale 52

Intercom, Inc.

DECEMBER 2, 2019

How do you ensure a great customer experience globally without adding a ton of headcount? Whether it’s in-house or through outsourced help, one of the greatest challenges to providing comprehensive multilingual support is finding people who have the right technical and language skills. What’s causing the disconnect?

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

Payrix

APRIL 10, 2025

In todays competitive software market, forward-thinking trade and field service platforms are no longer asking if they should modernize their payment infrastructure, theyre working diligently to source the right payments partner to implement innovative solutions before their competitors beat them to the punch.

Payments 100

Payments Payment Services Outsourcing Services Payment Solutions 100

Valuize Consulting

FEBRUARY 8, 2025

For years, B2B technology companies have leveraged partners to drive customer acquisition and product implementation. Technology Stack Integration Partner success depends on data-sharing and workflow automation. However, in todays recurring revenue economy, the role of partners must evolve. Additionally, data-sharing is crucial.

Customer Success 52

Customer Success Scale Technical Review Government 52

How To Buy Saas

MAY 21, 2025

From cloud-based SaaS solutions to on-premise enterprise software , businesses worldwide are leveraging ATS technology to build efficient, fair, and scalable hiring pipelines. Cloud ATS are ideal for most businesses due to their convenience and continuous innovation by vendors. Breezy also offers automation (e.g.,

Systems Review 52

Systems Review Sales Recruiting Sales Hiring Technical Review 52

OPEXEngine

OCTOBER 7, 2020

Reviewing 2020 is a necessary basis for any planning process, as most plans build off the current year. Then, Q2 was when most companies felt the initial real impact of economic and spending changes due to the pandemic, and everyone went remote. Q3 is, for many US tech companies, when we started experiencing the “new normal.”

Trends 96

Trends Technical Review Headcount SaaS 96

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

Intercom, Inc.

MARCH 17, 2021

Building a support tech stack is an important decision for any business. When choosing support tools at HubSpot, the team takes a number of considerations into account: Striking a balance between humans and technology. If you’re a customer support team and you’re not using technology for efficiency, there will be roadblocks ahead.

Scale 138

Scale Scaling Technical Review Business 138

BetterCloud

MARCH 17, 2025

SaaS tools are fantastic, but keeping your tech stack from turning into a financial snowball can be tough. ets break down smart SaaS budgeting , so you can make your tech work for you, without blowing the bank. Therefore, shadow AI is just another thing to keep in mind when taking inventory of your tech stack.

Technical Review 52

Technical Review Strategy Marketplace as a Service SaaS 52

Intercom, Inc.

OCTOBER 26, 2021

Salespeople don’t need technical backgrounds to sell software, but they do need to be passionate about the product and its value to your customers. Buyers will enter the sales cycle at a variety of different stages – some will have just glanced at your website, some will have read product reviews, some might have completed a free trial.

Scale 160

Scale Sales Hiring Sales Recruiting Sales 160

Intercom, Inc.

JULY 11, 2019

So often, when we think about investing in a support team, sometimes the conversation becomes about getting the headcount higher, higher, higher. But where else can you be investing outside of headcount to maintain that customer centricity? Michael: For sure. This debate is not actually a new one, right? Scaling support as you grow.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

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. Like many early-stage Customer Success teams, I was working with limited resources and did not have any headcount to hire new talent. Are they prepared to conduct executive business reviews?

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

Intercom, Inc.

JULY 26, 2022

Recent research from Harvard Business Review Analytic Services reveals that 88% of survey respondents believe that customer engagement has a significant impact on their organization’s bottom line. Optimize your support tech stack to improve productivity. Integrated tech stacks = improved efficiency. Time savings: ????.

Payment Methods 118

Payment Methods Payment Solutions Payments Payment Services 118

Totango

APRIL 6, 2023

With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. Our latest platform enhancements and solutions help you scale without needing to add headcount, and make CS a company-wide initiative that drives predictable revenue growth.

Innovation 92

Innovation Scale Revenue Technical Review 92

Clouded Judgement

MARCH 22, 2024

” Let’s look at consumption revenue - this is also not technically recurring! Headcount planning, budgeting, fundraising, etc can often be largely based on a top line plan. The most egregious is to take truly one time revenue, “annualize” it, and call it “ARR.” Do you have ARR or ERR?

AI 190

AI Cloud Revenue Technical Advisors 190

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? Using these models, you too can learn how to go toe-to-toe with your Finance team by presenting trade-offs to get the headcount you need. How to Build a Customer Success Budget for Headcount. Business Review.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

SaaSOptics

JULY 20, 2020

In a recent conversation, Principal at Fulcrum Equity Partners , Philip Lewis, and SaaSOptics CEO Tim McCormick talked about the hidden costs of getting SaaS metrics wrong, and Lewis walked through some of the most commonly miscalculated SaaS metrics he has seen during due diligence periods. . Frequently miscalculated SaaS metrics.

Technical Review 56

Technical Review Metrics Deferred Revenue SaaS 56

Sales Hacker

JUNE 16, 2021

AI for sales enablement: include AI software in your tech stack that can answer reps questions and alert them to changes with push and pull messaging and 24/7 instant response. Review your existing tech stack; these tools need to align with the goals of the business: CRM. Startup hurdle: headcount. Training platforms.

Sales Enablement 121

Sales Enablement Scale Sales Hiring Technical Review 121

ChurnZero

MAY 17, 2022

EY, TrustRadius, G2, SIIA CODiE, and APPEALIE have recognized ChurnZero’s platform, team, and customers in areas ranging from technological innovation and customer success services to the strategic vision of its senior leaders. The company plans on doubling its headcount in 2022. Winners are to be announced on June 8-9.

Marketplace as a Service 98

Marketplace as a Service Technical Review Headcount Software Review 98

SaaSX

JULY 26, 2020

When to recruit for this role: When your sales hiring is accelerating significantly, and your product is technical or complex. Usually, in the early days of a start-up, these contracts are reviewed by a founder or outside legal counsel. It’s very much a machine, one that is rooted in varying levels of technical nuance.

Sales Recruiting 64

Sales Recruiting Technical Review Scale Startup 64

Andreessen Horowitz

MARCH 21, 2024

On a much smaller scale, we’ve also started to see some leaders deploying their genAI budget against headcount savings, particularly in customer service. In the near term, leaders are still rolling out this tech and figuring out the best metrics to use to quantify returns, but over the next 2 to 3 years ROI will be increasingly important.

Generative AI 145

Generative AI Enterprise AI Artificial Intelligence 145

Sales Hacker

NOVEMBER 14, 2019

The goal of the account selection process is to optimize your sales and marketing resources — time, headcount, and budget — by focusing on the accounts most likely to drive big revenue. Today, technology enables us to become laser-focused on who we should target. Technographics (Technology Stack Data).

Underperforming Technical Team 78

Underperforming Technical Team Technical Review Data Development Team Review 78

ChurnZero

JANUARY 13, 2023

First, digital CS will become a way of life due to flat or reduced headcount. These technologies are at an early stage of development but maturing quickly, and the sky’s the limit on what it can do. AI will also start playing a larger role, in part due to the need for scale, ops, and more specific CSM roles.

Trends 98

Trends Customer Success Sales Hiring Artificial Intelligence 98

Sales Hacker

SEPTEMBER 30, 2020

There are more qualified, active job seekers on the market today than there have been in the last five or six years, due to companies going through layoffs and furloughs thanks to the pandemic,” Nick told me. The candidate’s market of the last several years didn’t only make it hard to add new headcount and grow your team.

Sales Hiring 124

Sales Hiring Scale Sales Recruiting Sales 124

Sales Hacker

APRIL 29, 2021

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. Not to mention, you run the risk of some pretty “interesting” content going out with your brand on it.

Scale 116

Scale Sales Hiring Sales Headcount 116

Kellblog

MAY 27, 2022

If your product is technical and requires an in-depth explanation, then you should include links to your seminal white paper [2], an 8-12 page, high-quality paper that tells your story to your ideal technical buyer. Planning headcount. For example, Kili Technology makes a training data platform. What Do People Do With It?

AI Search 138

AI Search Technical Review Forecasting Software Review 138

OPEXEngine

MARCH 9, 2022

For over a decade, we have been benchmarking R&D expenses and headcounts. SaaS companies will need to be better prepared to meet these demands in due diligence, and in fundraising. Leverage tech debt time and investment to gauge whether development teams are appropriately balancing time to market against perfect code.

Software Review 59

Software Review Development Team Review Technical Review Outsourced Development 59