ChurnZero

MARCH 10, 2023

We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Top tips include how to consider the customer perspective, use consistent language and formatting, and the best structure for efficient, effective results. So let’s automate part of this daily practice!

AI 98

AI Customer Success Technical Review Generative AI 98

SaaStr

NOVEMBER 16, 2022

You can watch the full video below, and we’ve included a transcript of the episode. Transcript. Why did your first rep not work out? They knew how to talk about ACV and MRR and RRM. It can work out a little bit for tiny SMBs, but it doesn’t work in software, okay? ” “I work with Joe.

Sales Hiring 226

Sales Hiring VP of Engineering Payment Methods Scale 226

Intercom, Inc.

JANUARY 5, 2022

After working on NASA’s Space Shuttle Main Engine, he went on to develop Portfolium, a social networking platform that allows students and graduates to showcase skills beyond the traditional resume to potential employers. Don’t skip on automation. Cyber security and compliance, it turns out, is in demand.

Scale 211

Scale compliance Software Review Technical Review 211

ChurnZero

MARCH 10, 2023

We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Top tips include how to consider the customer perspective, use consistent language and formatting, and the best structure for efficient, effective results. So let’s automate part of this daily practice!

AI 75

AI Customer Success Technical Review Generative AI 75

Andreessen Horowitz

DECEMBER 12, 2023

About My First 16 Our new video podcast series My First 16 features interviews with founders and CEOs of fintech companies about how they acquired their initial customers and the hard lessons they learned along the way. Episode Transcript This transcript has been condensed and edited for readability and clarity.

Payment Solutions 115

Payment Solutions Payment Methods Payment Services Payments 115

SaaStr

SEPTEMBER 4, 2020

370: As organizations race to achieve relevance and a competitive edge in the digital era, automation is fueling the fight. Join PagerDuty’s CEO, Jennifer Tejada, as she discusses the need for agility and innovation and how automation is aiding adaptability and allowing enterprises to surge ahead. Jennifer Tejada. Ben Chestnut.

Scale 158

Scale Underperforming Technical Team Sales Hiring Branding 158

Andreessen Horowitz

APRIL 30, 2024

In this conversation, a16z General Partner Angela Strange talks with J eff Sloan, former CEO of Global Payments, about how he was early to spot significant industry trends, how to make bets that move an organization, and the sea change that AI represents for the financial services industry. How did you bring those things together?

Payment Solutions 85

Payment Solutions Payments Payment Services SaaS Payments 85

SaaStr

JUNE 3, 2020

FULL TRANSCRIPT BELOW. Both, how did we get here today? And more importantly for us in the SaaS community, how do we get beyond it? How do we win back the trust of our customers? And now what are the big trends we’re seeing in global SaaS, and how is that affecting software buyers and trust?

Software Review 181

Software Review Scale Technical Review SaaS 181

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. What follows is a lightly edited transcript of the episode. A new chapter.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

Intercom, Inc.

NOVEMBER 3, 2022

. “A well-oiled, organized support team is crucial to eliminate friction in the customer experience, and nothing impairs a seamless experience quite so much as a burned-out, scattered team” Are legacy ways of working ruining the agent experience? That’s what matters: how painful is it for customers? Where did you start out?

Scale 206

Scale Outsourcing Services Software Sales Hiring 206

SaaStr

JUNE 7, 2021

From how the seed of an idea got planted to 1,700 employees 10 years later, there are many lessons to be learned. TRANSCRIPT . Peter : Part of it is just how I was born. I remember coming back in first grade and telling my parents, “I don’t want to learn how to read. OK, I better learn how to read.”

Sales Hiring 333

Sales Hiring Underperforming Technical Team SaaS Headcount 333

FastSpring

JANUARY 26, 2024

With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. How CS impacts your ARR, product value, and marketing. And much more! Jump to highlights. Listen to the episode to hear more details. David Vogelpohl 0:24 All right.

Customer Success 144

Customer Success VP of Engineering Payments Payment Methods 144

Intercom, Inc.

FEBRUARY 25, 2021

In this guide, Annette writes about the best way to get inside the mind of your customer, and how to use those insights to create better customer experiences. How to put the “customer” in “customer experience”. When I first start working with clients, I’ll interview executives, employees, customers, and the employees.

Scale 211

Scale Consulting Interviewing Customer Support 211

Intercom, Inc.

AUGUST 20, 2020

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. What follows is a lightly edited transcript of the episode. Short on time?

Technology 243

Technology Telecommunications Social Media Communication 243

Intercom, Inc.

NOVEMBER 17, 2022

She moved to the US after finishing her engineering degree and worked her way up the ladder, building mobile products across companies such as Reuters and Bloomberg. She had a deep understanding of their processes and pain points and knew how to build software that would help them thrive. It was only a matter of sticking the landing.

VP of Engineering 118

VP of Engineering Scale Sales Hiring Underperforming Technical Team 118

Intercom, Inc.

SEPTEMBER 3, 2020

Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. So If you’ve ever asked yourself – how does my feedback add up to the features and updates that we build? What follows is a lightly edited transcript of the episode.

Mobile 212

Mobile Scale Underperforming Technical Team Engineering 212

Intercom, Inc.

AUGUST 12, 2021

For Dan, it represents a massive untapped opportunity in business, and that belief keeps driving much of his work today. What follows is a lightly edited transcript of the episode. You mentioned previously running TalkIQ – how does that shape your work at Dialpad? Voice is this last offline dataset,” he tells us.

Revenue 223

Revenue Scale AI Search Customer Support 223

Intercom, Inc.

JULY 11, 2019

Even as the company begins to expand, it’s important to prioritize these one-to-one conversations because understanding how your users interact with your product is actually the key to healthy growth. As automation becomes increasingly popular, it’s essential to stay uncompromisingly focused on the customer. Short on time?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

FastSpring

APRIL 4, 2024

As an experienced sales and GTM leader, John Eitel has more than witnessed how product-led growth (PLG) has affected the tech and SaaS space in the last few years — he and his teams have been up close and personal with how PLG increased in popularity as a sales strategy. “I Jump to transcript.

Scale 130

Scale Sales Payment Methods Merchant Services 130

Intercom, Inc.

AUGUST 8, 2019

As someone who’s immersed in customer-experience questions and concerns day-in and day-out here at Intercom, I was fascinated to hear how Slack’s entire team dedicated itself to thinking about the end-to-end customer experience. You can listen to our full conversation above, or read a transcript of our conversation below.

Scale 168

Scale Scaling Engineering Branding 168

ChurnZero

MARCH 24, 2023

This transcript has been lightly edited for readability and concision. Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. As a CEO, she can look across the business and the customer journey to understand how it all works together.

Customer Success 98

Customer Success Technical Review Systems Review Metrics 98

ChurnZero

MARCH 24, 2023

This transcript has been lightly edited for readability and concision. Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. As a CEO, she can look across the business and the customer journey to understand how it all works together.

Customer Success 97

Customer Success Technical Review Systems Review Metrics 97

SaaStr

MAY 8, 2020

331: Jessica Lin is a Co-Founder and General Partner @ Work-Bench, one of New York’s leading early-stage enterprise funds with a portfolio including the likes of Cockroach Labs, X.ai, Dialpad, VTS and Catalyst to name a few. How should founders expect to see their new business pipe be impacted by COVID? Harry Stebbings. Jessica Lin.

Sales Recruiting 176

Sales Recruiting Technical Review Sales Hiring Outsourced Development 176

Intercom, Inc.

SEPTEMBER 9, 2022

Despite the work still being very much a balancing act between what’s possible and what’s feasible, things, it appears, are just starting to scale. If you want to invest in ML, hire someone with experience on both the tech and the operational side so they can start working with the product team from day one.

Artificial Intelligence 249

Artificial Intelligence Machine Learning AI Search AI 249

Intercom, Inc.

OCTOBER 13, 2022

For the past year, our product and engineering teams have been building game-changing features that will help you manage inbound support volume, make your work faster and easier, provide a high-quality customer experience, and help your customers get the most out of your product. What follows is a lightly edited transcript of the event.

Banking 118

Banking Scale Machine Learning Artificial Intelligence 118

Intercom, Inc.

FEBRUARY 3, 2022

Over the years, he’s seen just how companies have neglected existing customers in the ceaseless pursuit of closing newer deals and fueling the sales cycle while customer satisfaction and customer engagement were nothing but a footnote in the process. What follows is a lightly edited transcript of the episode. What does it mean to you?

Outsourcing Services 223

Outsourcing Services Technical Review Social Media Pricing 223

Intercom, Inc.

JUNE 17, 2021

It’s been a while since, almost overnight, we had to pack our things and start working from home due to the COVID-19 pandemic. To understand a bit more about how we’re approaching these changes at Intercom, we’ve gathered some of the folks that have been working tirelessly to make sure everyone has a good experience coming back to the office.

Construction 207

Construction Technical Review Systems Review Data 207

Intercom, Inc.

SEPTEMBER 23, 2021

Customer loyalty is the ultimate goal for anyone working in customer experience. But how exactly do you win a customer’s loyalty? But how exactly do you win a customer’s loyalty? Today, Shep joins us to discuss his new title, I’ll Be Back: How to Get Customers to Come Back Again and Again. They love being informed.”

Airlines 145

Airlines Technical Review Sales Hiring Scale 145

ProfitWell

APRIL 14, 2020

Today, we see Jay Acunzo launch the Experience Spectrum —on what we get wrong with launching shows (and how to get it right). So, in another step in his journey to answer the crucial question—What does it take to create someone’s favorite podcast?— Plus, we are mastering Twitter in trying times. We found your crash course in content.

Social Media 52

Social Media B2B Subscription Payment Features 52

Intercom, Inc.

MARCH 12, 2020

Customers don’t mind knowing it’s automated, but they like it when the experience feels natural and personalized. We sat down with Shep to discuss everything from self-service to how to chart your customer’s journey through your organization. What follows is a lightly edited transcript of the episode. Take chatbots, for example.

Airlines 164

Airlines Technical Review Subscription Payment Features 164

Intercom, Inc.

JANUARY 31, 2023

The possibilities to automate and streamline processes for support reps seem endless, but the success of generative AI in this space will ultimately depend on its ability to deliver real value for customer service teams and customers alike. To test this, we quickly got down to work. How are you? How can I help you?”

Generative AI 129

Generative AI AI Search AI ChatGPT 129

Intercom, Inc.

APRIL 28, 2022

Passionate about customer-centricity, Yamini believes the key to sustainable growth is customer retention and aligning all teams around the customer – and for her, the Flywheel model is just a better metaphor for how today’s organizations interact with customers and how they can drive business growth. Short on time?

Scale 118

Scale Technical Review Scaling Retention 118

SaaStr

NOVEMBER 16, 2020

395: Andy MacMillan is the CEO @ UserTesting, the company that provides real-time feedback, from real customers, wherever you work. In Today’s Episode We Discuss: * How did Andy make his way into the world of SaaS? How did he come to be CEO at the market leader, UserTesting? * How does Andy think about discounting?

Sales Hiring 200

Sales Hiring Scale Leadership Sales Enablement 200

SaaStr

AUGUST 7, 2020

You can see the full video here , and read the podcast transcript below. 360: Digital transformation marks a radical rethinking of how companies use tech, people, and operations to fundamentally change their business performance. Coupa CEO, Rob Bernshteyn, and SaaStr CEO, Jason Lemkin, will discuss how the Cloud has changed in 2020.

Payment Solutions 149

Payment Solutions Pricing Payments Payment Services 149

SaaStr

JANUARY 17, 2020

Ep: 299: Yousuf Khan is the Chief Information Officer @ Automation Anywhere, the only web-based and cloud-native RPA platform. To date, Automation Anywhere has raised over $840m in financing from Salesforce Ventures, Workday, General Atlantic and NEA, to name a few. What must startups remember about how CIOs think about price?

CTO Hire 133

CTO Hire compliance Scale Startup 133

SaaStr

JANUARY 28, 2020

FULL TRANSCRIPT BELOW. I mean, Aaron did all the work, and I was on the right side of it and contributed some content. So now, you’ll be able to go upstairs and you’ll hear the honest stories, right, of how a marketing leader, the CMO, works with the CCO. Jason Lemkin | CEO and Founder @ SaaStr, Inc.

Sales Hiring 205

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 205

SaaStr

DECEMBER 26, 2019

But with the seemingly endless options, how do companies navigate what to handle in-house and what to outsource? Pauline Fumeron | Marketing Automation Manager @ OpenC lassrooms. FULL TRANSCRIPT BELOW. Guillaume : And today we’re going to talk about how to build your marketing stack. Join us at SaaStr Annual 2020.

Sales Hiring 150

Sales Hiring Payment Methods Payment Solutions Marketing 150