SaaStr

NOVEMBER 27, 2024

How to Make Onboarding Work for SMBs While in some cases, selling to SMBs is easier than Enterprise in many ways, one way in which it’s fundamentally harder is onboarding. The user just leaves if it’s too hard, and yet you can’t have a 4-second onboarding process with complex software. Most sales reps hate it.

SaaS Payments 260

SaaS Payments Payments Payment Solutions Payment Services 260

User Pilot

OCTOBER 20, 2024

Onboarding gamification is the key to transforming a dull process into an engaging one. Gamification onboarding and the right user onboarding software can turn your product experience into something enjoyable. To help you get started, we’ve compiled 11 powerful gamification examples to improve your user onboarding process.

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Onboarding Engagement Software Review Retention 102

SaaStr

SEPTEMBER 11, 2024

It required Lucid to change its product, process, and overall user and administration systems to be able to scale with the customer. Your first hire wears many hats, but as you scale, you start building out more specific roles. Every knowledge worker can use them, so they have a scaled and diversified user base.

Scale 312

Scale Scaling Sales Hiring compliance 312

User Pilot

OCTOBER 20, 2024

This is every product manager’s nightmare – an onboarding failure that cripples customer retention. In this article, we explore the art and science of onboarding automation , and how it can turn that initial spark of interest into a roaring flame of engagement. What is customer onboarding? The answer is a lot!

Onboarding 105

Onboarding Underperforming Technical Team Transportation Scale 105

Payrix

JANUARY 10, 2025

Ian Hillis welcomes David Blair, Senior Director of Product Management at Worldpay for Platforms, on PayFAQ: The Embedded Payments podcast to explore the critical roles of merchant underwriting and onboarding for software providers. Real-time feedback loops and data-driven optimizations are also transforming the onboarding experience.

Merchant Services 130

Merchant Services Payment Services Payment Solutions Payments 130

SaaStr

AUGUST 9, 2024

From startup to $500M CARR, Spencer Burke, SVP of Growth at Braze, shares how Braze scaled a growth and customer success team. In this AI moment we’re in, there are still many moments in scaling a company where intuition still matters. You don’t have to leave as the organization scales. This isn’t new.

Scale 296

Scale Sales Hiring Scaling Startup 296

SaaStr

OCTOBER 30, 2024

75% of Customers Are Onboarded By Partners Partners don’t just matter in the enterprise. Agencies and other shops are repsonsible for onboarding a stunning 75% of all HubSpot customers. #2. They recently did an Analyst day though that had some more great data that I thought was super interesting, and worth a deep dive.

SMB 317

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SaaStr

MAY 10, 2025

Nail Onboarding, and Make It a Key KPI for CS Onboarding is where you win or lose customers. GRR and logo retention are also critical, maybe even more so as you scale. Use it to guide customers through onboarding and deliver value quickly. Measure time-to-value and/or time-to-go-live. And relentlessly bring it down.

Sales Hiring 235

Sales Hiring Customer Success Scale Retention 235

SaaStr

NOVEMBER 24, 2020

Check out the low down on our sponsors for SaaStr Scale who are helping to make this event happen. Grab your seat for their 12:30 PM PST workshop on Scaling with Speed: How to Streamline Your Revenue Operations with Conga. Conga eliminates the business bottlenecks through their Digital Document Transformation solutions. Freshworks.

Scale 298

Scale Scaling Outsourced Development compliance 298

Intercom, Inc.

JUNE 9, 2021

That used to mean welcoming them to the company in person but, like everyone, we’ve had to adapt to a new way of onboarding over the past year. The COVID-19 pandemic has completely disrupted the way we work and forced us to reinvent how we onboard new colleagues. Our remote onboarding program has come a long way since then.

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Onboarding Sales Hiring Scale Systems Review 253

SaaStr

JANUARY 6, 2021

How do you scale a company based that can be collaborative for everyone in your org — from finance to marketing? When Howie first started the company, they made the commitment to make the product experience more intuitive without taking away from the elegance of the onboarding experience. Have a good balance of patience and impatience.

Scale 281

Scale Software Review Scaling Sales Hiring 281

SaaStr

DECEMBER 11, 2024

AI-powered Customer Onboarding and Customer Support We’re seeing a lot of companies using either AI tools they built themselves or through 3rd-party AI SaaS vendors have success helping users understand a new behavior or use a product for the first time. What’s Currently Working in AI for SaaS 1.

AI Search 290

AI Search AI Artificial Intelligence B2B 290

SaaStr

DECEMBER 22, 2022

At OnBoard , we believe board meetings should be informed, effective, and uncomplicated. Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 2,000 organizations and their 12,000 boards and committees in 32 countries worldwide. Qwilr is the tool of choice for scaling B2B sales teams.

Scale 55

Scale Onboarding Government compliance 55

SaaStr

OCTOBER 10, 2023

On a sales front, how do you evolve past founder-led sales, or together with it, so that you can scale your organization? PST, Laura Connell, Partner at Atomico, shares how to scale beyond founder-led sales on your path to Series B. It’s not a repeatable process, and it doesn’t scale. Time is the enemy.

Scale 283

Scale Sales Hiring Scaling Sales 283

SaaStr

DECEMBER 7, 2021

Product-led scaling isn’t about growth hacking, and it can be challenging no matter where you’re starting. Rachel Wolan, Dropbox GM, shares wisdom from her years of experience in product-led scaling at Talkdesk, LiveRamp, and Dropbox to help you better scale your company. . What is Product-Led Scaling? 7 Lessons Learned.

Scale 290

Scale Scaling Growth Hacking Systems Review 290

SaaStr

DECEMBER 22, 2023

At the SaaStr Annual, Kiren Sekar, Samsara’s Chief Strategy Officer and founding chief Product Officer shared five lessons he learned along the way from scaling six products to $100M+. Lesson 1 — The Magic “Scale or Pivot” Metric With so many different SaaS metrics out there, which metric can really steer a business?

Scale 311

Scale Scaling Strategy Sales Hiring 311

Sales Hacker

OCTOBER 29, 2024

David Knight is the Co-founder and CEO of Avarra, an AI-powered platform that simulates human-to-human interactions to accelerate sales onboarding and training. The post GTM 119: Design Products Backwards From GTM: Lessons from Scaling to $1B+ with David Knight appeared first on GTMnow.

Scale 117

Scale Scaling Sales Funnel AI 117

SaaStr

JUNE 22, 2021

This is a positive trajectory, but it presents a challenge for your customer success efforts: How can you scale your support and CS while still delivering a memorable, quality customer experience? According to the Totango report, 77% of respondents said that scale was their top challenge. Rapid Onboarding (The First Value).

Scale 283

Scale Customer Success Scaling Compensation 283

SaaStr

DECEMBER 25, 2021

Here’s the advice they had to offer on scaling your SaaS company. Adam #18: Invest in a strong hiring and onboarding process from day one. Adam attributes the caliber of the people at Zapier to hiring and onboarding. It’s hard to re-engineer your business at scale. Zé #21: Create scrappy solutions that get you 80% there.

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Scale Scaling Innovation Investment 334

SaaStr

OCTOBER 3, 2022

For key or small businesses, scale down the number of resources you bring to bear. Every month is critical when onboarding can stretch from six to twelve months. Think of the onboarding process in thirty-day intervals, with clear key performance indicators (KPIs) for each. Building the GTM organization. Generate demand.

Scale 277

Scale Sales Hiring Sales Recruiting Scaling 277

SaaStr

OCTOBER 27, 2022

At OnBoard , we believe board meetings should be informed, effective, and uncomplicated. Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 2,000 organizations and their 12,000 boards and committees in 32 countries worldwide. Qwilr is the tool of choice for scaling B2B sales teams.

Merchant Services 244

Merchant Services Payment Solutions Onboarding Payments 244

SaaStr

JANUARY 23, 2025

If both succeed, you’re ready to scale. Focus on: Building robust security and compliance (SOC 2, ISO 27001) Automating customer onboarding/offboarding Creating enterprise-grade support processes Developing procurement relationship expertise Having clear data handling procedures 5.

Enterprise 244

Enterprise Sales Hiring Scale Outsourced Development 244

SaaStr

MAY 1, 2025

They almost always need far more support, training, and onboarding than you have. But if you get it right, theyll help you scale to the next level. They need to be scrappy, self-sufficient, and able to figure things out without a playbook. Be very wary of hiring anyone at an early-stage startup who has never worked at one before.

Sales Hiring 266

Sales Hiring Scale Sales Interviewing 266

FastSpring

JANUARY 23, 2025

When I was running it, it was a lot smaller than that, but scaled that up very, very quickly. And that’s substantial scale in. It’s all good and well to do that through an outstanding onboarding experience, which we’ve clearly built. That’s now a billion dollar company. Jesse Paliotto (15:08) Mm-hmm.

Scale 120

Scale Entrepreneurship Scaling Underperforming Technical Team 120

SaaStr

NOVEMBER 30, 2023

General Partner Doug Pepper and General Partner and Head of Analytics at ICONIQ Growth, Christine Edmonds, share the art and science of scaling GTM at this year’s SaaStr Annual. Early Growth Stage — $20M to $50M ARR This is the first time companies are really starting to build their GTM organizations for scale. What does that mean?

Scale 278

Scale Sales Hiring Scaling Outsourced Development 278

SaaStr

MARCH 9, 2025

Previously, he led design teams at LinkedIn where he built recommendation products for product onboarding and developed AI chatbots. The 86% loyalty factor : Companies that provide strong onboarding and continuous educational experiences see 86% higher customer loyalty rates – making AI-powered personalization a critical retention tool.

AI 207

AI Scale Education User Experience 207

ChurnZero

APRIL 11, 2025

Your customer onboarding strategy is the foundation of your future retention and expansion revenue. The right onboarding strategy means more than just getting a customer using your product. But how do you know if your onboarding tactics really work? Is your onboarding process a framework or a free-for-all?

Onboarding 86

Onboarding Strategy Technical Review Customer Lifetime Value 86

SaaStr

OCTOBER 5, 2022

Confluent’s President of Field Operations, Erica Schultz, explores different tactics businesses can employ to scale revenue and increase efficiency in the current macro environment. As you look to scale your business and make your processes more efficient, it’s essential to foster a shared understanding of who your target customer is.

VP of Engineering 245

VP of Engineering Scale Scaling Sales Hiring 245

SaaStr

JUNE 27, 2024

What does it take to scale a team from 2 to more than 1,100 people in just a few short years? In 2020, they still didn’t have a finished product until May, when they onboarded their first customer. When Remote had 120 people two weeks into 2021, they planned to scale to 600 that year. And it was true.

Scale 264

Scale Sales Hiring Scaling Sales Recruiting 264

Intercom, Inc.

APRIL 6, 2022

With that in mind, the challenge businesses now face is striking the right balance between personalization and scale – which, historically, has been a tricky line to walk. This is an SLA they’ve maintained at Atlassian, leveraging powerful behind-the-scenes automation and inbox management capabilities to continue to hit that target at scale.

Scale 230

Scale Scaling DevOps as a Service Communication 230

SaaStr

FEBRUARY 15, 2022

But maybe not while you are scaling, you can often afford to invest more if you have funding. This is pretty much where most of us end up at, at scale. For $5k+ deals, you need to bond in the onboard process or first interaction, and then follow up in an automated but informed fashion. if Churn > 2% = Bad, Just Terrible.

Scale 264

Scale Customer Success Sales Hiring Scaling 264

SaaStr

JULY 20, 2022

generate momentum, they will inevitably need to scale up. For whatever reason, the company is ready to exit startup status and prepare to scale-up. Dave Kellogg, Executive-In-Residence at Balderton Capital, breaks down the most common mistakes companies make when going from startup to scale-up. Be realistic in self-assessment.

Scale 261

Scale Technical Advisors Sales Hiring Technical Review 261

SaaStr

SEPTEMBER 29, 2023

For Lattice, you maybe onboarded the company, set them up with goals, and do 1-on-1s with a manager to go through a quarter and get feedback. Acquisitions may make sense when: You’re buying a true winner or number two in a category that will be too hard to compete into that’s strategically critical, and you’ve got enough scale to pull it off.

Scale 289

Scale Scaling Startup Sales Hiring 289

SaaStr

JUNE 14, 2023

At SaaStr Europa, UiPath’s Dines shared five insights from growing a company from nothing, so other founders can learn what it takes to scale a SaaS startup to $1B+ ARR. Finally, he understood what was needed to scale a business. Incorporate them into onboarding materials for new hires.

Scale 246

Scale Artificial Intelligence Technical Review Software Review 246

Intercom, Inc.

JUNE 15, 2022

But focusing on the core product can often come at the expense of deeply considering what the onboarding process – the real-world process customers have to go through to start getting value from the product – will be like. Onboarding is critical to the success of your product. the onboarding process, but lost precious time.

Onboarding 194

Onboarding Underperforming Technical Team Software Review Technical Review 194

SaaStr

FEBRUARY 27, 2023

A way of onboarding new employees and equipping them with the right tools. They also hired a VP of Partners who knew how to scale B2B software. Storyblok then invested in an onboarding and learning platform to create a four-week onboarding program rather than the lengthy wiki pages they previously used.

Scale 245

Scale Sales Hiring Sales Recruiting Scaling 245

SaaStr

MAY 31, 2023

And scaling from $10M to $100M is wildly different still. Sameer Dholakia, Partner at Bessemer Venture Partners with decades of operational experience, shares what you need to change as you scale from $10M to $100M ARR. How do you scale leadership? At scale, the cycle moves further back in the year and needs to be robust.

Scale 241

Scale Scaling Leadership Company Culture 241