Intercom, Inc.

DECEMBER 10, 2020

It contextualizes user behavior to provide an in-depth understanding of how to improve the customer experience, while managing customer expectations. If a company has lots of small customers, then managing those touchpoints can become challenging as you scale. Understanding customer outcomes at scale.

Scale 224

Scale Customer Success Scaling B2B 224

SaaStr

JANUARY 28, 2025

Bella Liu of Orbee leads a company focused on generative process automation, creating AI solutions that understand and automate complex enterprise workflows. Top-Down vs. Bottom-Up Sales Models Writer and Orby follow a top-down sales model, while Limitless follows a bottom-up sales model, and the effectiveness of each approach is debated.

AI Search 244

AI Search AI Artificial Intelligence Technical Review 244

SaaStr

MARCH 9, 2025

His background combines deep product strategy with practical AI implementation experience. 4 Unexpected Learnings: Parallel AI experiences often fail : Calendly’s experiment with a conversational scheduling chatbot couldn’t retain users because the original experience was more efficient.

AI 187

AI Scale Education User Experience 187

SaaStr

MARCH 6, 2025

At Plaid, she leads the company’s efforts to help fintech customers pioneer new ways of working more efficiently. His unique position spans both product and business functions including sales, marketing, and customer success – giving him a holistic view of bringing outside perspectives into product development.

AI 198

AI Scale Sales Hiring Technical Review 198

TechEmpower SaaS

JULY 31, 2023

One way to approach that last question is to use this simple model: Customer Acquisition Cost (CAC) How will your business reach prospects? Don’t worry about scaling just yet. If your numbers work out, then scaling becomes a question of capital. And most importantly, how does it make money? How will you convert them?

Metrics 390

Metrics Startup Scale New CTO 390

SaaStr

AUGUST 2, 2024

Canva Head of Sales and Success for EMEA, Jorge Bestard, and Head of Strategic Sales for EMEA, Daniela Nyarko, share Canva’s journey from PLG to Enterprise, strategies to navigate the PLG trap, and why it’s so attractive. You build a great product that end users love. As they scaled, they had challenges.

Scale 277

Scale Sales Hiring Sales Enterprise 277

SaaStr

JULY 30, 2024

Product-led outperformers generate ten percentage points higher in ARR and 50% higher in valuations than sales-led growth outperformers. How do you scale PLG? How do you build a stellar developer experience and continue to scale when the user base skyrockets overnight? What does scaling Enterprise ARR mean?

Underperforming Technical Team 276

Underperforming Technical Team Enterprise Scale Payments 276

USIO

MAY 16, 2025

And prepaid card issuing is leading the charge. Better User Experience Prepaid cards feel like cash but function like modern digital tools. Users can swipe, tap, or shop online with ease. The answer depends on what you value mostspeed, control, user experience, or simplicity.

Payment Methods 130

Payment Methods Payment Services Banking Scale 130

Stax

JUNE 3, 2025

Whether you’re building your first product or scaling an established solution, understanding the SaaS platform model is essential for long-term growth. Contact sales What is a SaaS Platform? It’s designed to help users solve specific problems, streamline workflows, and scale their operations with ease.

Payment Services 88

Payment Services DevOps as a Service SaaS Payments Payments 88

SaaStr

OCTOBER 11, 2023

Eran Zimman, monday.com’s co-founder and co-CEO, shares his secrets to scaling and growth in an unpredictable market. Serve customers a CRM or project management first, and as they scale and use it more, they’re exposed to more features. They kept doing it after the economy changed, and they also scaled it. And it worked.

Scale 169

Scale Sales Hiring Scaling Banking 169

SaaStr

JUNE 1, 2021

Because we know trying before you buy is the user experience we prefer. You can hear him, even at Box’s scale, wishing API access can be as free as practical, to encourage their ecosystem to develop on Box: But free and free trials come with real costs, especially soft costs. So my general advice is — at least try.

Scale 332

Scale Engineering Enterprise Business Model 332

Stax

MARCH 18, 2025

It can be easy to consistently double revenue if you’re an early-stage company, but as you scale up, sustaining that becomes more difficult. Your CAC is how much you spend on acquiring and onboarding a customer, and can include marketing, communications, sales, and other expenses. Customer acquisition cost. More on that later.

Scale 117

Scale Payment Services Payments SaaS Payments 117

SaaStr

JUNE 7, 2024

GTM heavily involves talking to customers, prospects, frustrated customers and the overall market. Your product will never scale without the foundation of a virtuous feedback loop. Together they create the Virtuous Feedback Loop. R&D’s main form of communication with customers is shipping products and internal roadmaps.

Scale 284

Scale Innovation Revenue Leadership 284

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. Lean In Early With a Strong Lead on International Expansion — Even Now. Those of us who have run companies that do free, self-serve, and sales-driven all get this tension.

Enterprise 292

Enterprise Scale Sales Hiring Headcount 292

User Pilot

AUGUST 18, 2024

Scaling a SaaS to an 8-figure annual recurring revenue business without a traditional sales team is not just a possibility—it’s becoming a strategic imperative for many. Businesses can scale by enhancing the product experience, prioritizing customer success, and using data-driven insights to continuously improve the product.

Scale 102

Scale Scaling Sales SaaS 102

SaaStr

SEPTEMBER 14, 2022

After being useful, UX is the leading factor impacting user retention. “I Sales and marketing are still significant, but consider dedicating more research and design to the user experience. The insights you glean from your users may make all the difference in this process. Pick the right partners to scale.

Scale 246

Scale Venture Capital Sales Hiring SMB 246

SaaStr

DECEMBER 1, 2024

As Co-CEO, he has helped transform monday.com from a team management tool into a leading work operating system platform used by hundreds of thousands of organizations worldwide. Product-Led Growth Before It Was Cool While others were building massive sales teams, Zinman pushed for a product that would sell itself. The result?

Scale 243

Scale SaaS Company Culture Leadership 243

SaaStr

JUNE 19, 2024

They’ll discuss behind the scenes building GenAI, along with firsthand advice they wish they knew incorporating AI at scale.” How Sales & CS 4x-ed Glean’s ARR and Top Tips for GTM Cross-Collaboration Strategies with Glean’s VP of Sales and Head of CS. ” #2. ” #4. Should be a great one! #5.

AI Search 293

AI Search Scale AI Generative AI 293

Sales Hacker

MARCH 4, 2025

As a key GTMfund partner, they equip sales and marketing teams with top performers. If you’re hiring for sales or marketing roles, reach out to Pursuit at pursuitsalessolutions.com/gtm or message a GTMfund team member. It’s a delightful individual user experience. And then along the way. Is it 50 50?

Scale 71

Scale Scaling Sales Hiring Technical Review 71

Payrix

FEBRUARY 4, 2025

Integrated payments are payment processing capabilities that are incorporated into a software companys platform to provide their user base with the ability to accept and manage payments for their businesses. The biggest downside to this approach is a poor user experience. This is ideal for software companies looking to scale.

Payments 130

Payments Payment Services Payment Methods Merchant Services 130

SaaStr

JANUARY 22, 2021

Growth is becoming more costly than ever, with companies pressured to outspend each other on sales and marketing budgets. The trial’s goals should include qualifying prospective customers, demonstrating the value of the product and generating sales opportunities. This team and manager will own the post-sign-up experience.

Scale 278

Scale New CTO CTO Acquisition 278

SaaStr

MAY 30, 2024

From a PLG perspective, if you make it easy for users to start using your product, any interaction with a rep or customer service person is a bad user experience. Sales-Led vs. Product-Led vs. Hybrid What are the pros and cons of different motions? How does that collaboration and hand-off with sales work?

Scale 293

Scale AI Search Azure Sales 293

Intercom, Inc.

MARCH 28, 2022

Third, the lines between sales, marketing, product, and support are blurring. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue? Make the trend work for you: Curate the right tech stack to engage your customers at scale. The answer is yes – it’s both.

Scale 228

Scale Engagement Technical Review Business 228

Tom Tunguz

MAY 11, 2023

Novel content creation techniques used the right way might enable a new form of inbound lead acquisition. AI enables ABM-at-scale. New user experiences re-imagine the way users try products. New user experiences re-imagine the way users try products.

AI Search 217

AI Search AI Scale Cloud 217

SaaStr

AUGUST 27, 2024

Rupa is a lab platform for doctors to order lab tests, and Koby took the company from $20M to hundreds of millions in equity and scaled Rupa’s user acquisition by 4000% in 3.5 All users come from channels, be it organic, paid, or word-of-mouth. They needed to build a user experience that allowed Google to index everything in it.

Scale 277

Scale AI Search Sales Hiring Social Media 277

SaaStr

AUGUST 10, 2022

User Experience and Building a Durable Business. Khusid explains the company’s ability to perfect the user experience to such a horizontal group with its attention to data and feedback: “From the very beginning, we were focused on data points that were coming from our users and customers…we look at data points at scale.

Sales Hiring 246

Sales Hiring Scale Company Culture B2C 246

Intercom, Inc.

NOVEMBER 5, 2018

Smart businesses today are realizing there’s a better way to do business and have started to use live chat messaging for everything, across the spectrum of sales, marketing and support. With proactive live chat, Tradeshift increased sales opportunities by 32%. Live chat can play a key role in the lead generation machine.

Scale 240

Scale Business Artificial Intelligence Customer Support 240

SaaStr

FEBRUARY 22, 2023

Despite all the advancements in technology, creating a product with a great user experience remains challenging. Many companies believe excellent product design comes from hiring the best engineers and signing up for the latest software instead of building from the users’ perspectives.

CTO Hire 286

CTO Hire CTO Payment Methods Payment Solutions 286

Intercom, Inc.

MARCH 23, 2022

We enable the most critical component of the modern customer journey – ongoing engagement – throughout the customer journey, from converting prospects to onboarding new customers, activating, providing support, and beyond. Businesses demand a next-generation product approach to technology and user experience.

Scale 221

Scale DevOps as a Service Communication Scaling 221

User Pilot

JANUARY 2, 2025

If you’re searching for “survey examples”, you probably want to know: What do effective surveys from leading companies look like? ClearCalcs welcome survey The 5-question ClearCalcs welcome survey asks users about their role (e.g., The survey asks, How was your editing experience? Was my guess right?

Scale 102

Scale Churn Underperforming Technical Team Scaling 102

Intercom, Inc.

DECEMBER 12, 2018

Whether you’re a B2B or B2C marketer, one thing’s for sure: You have struggled with lead generation. Both landscapes are increasingly competitive and it’s little wonder that 63% of marketing executives have rated lead generation as their biggest challenges in 2018. Madkudu – lead scoring. Alternatives: AdRoll, Quantcast.

Technical Review 223

Technical Review Technology Scale Marketing 223

Intercom, Inc.

JUNE 23, 2020

The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale. The future of support has a new shape.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

SaaStr

AUGUST 21, 2024

So we’re scaling up the final speakers for 2024 SaaStr Annual, Sep 10-12 in SF Bay! We’re also starting to roll out sign up for 100s and 100s Braindates and Mentorship Sessions now, look for an email in your inbox soon if you are signed up for Annual! We’ll post the top ones soon! May Habib, CEO and Co-Founder @ Writer.ai

CTO 277

CTO Scale Travel AI 277

SaaStr

JANUARY 18, 2022

No matter whether your business has two clients or two thousand, you want to give them the best customer experience possible. But how can you build a product that provides a superior experience across vastly different scales? . First, let’s go beyond the user. Nested Value.

Customer Success 269

Customer Success Scale SMB Enterprise 269

User Pilot

MAY 21, 2024

Functionality is a must when it comes to attracting customers, but it’s user experience that helps you retain them. Wondering how to create an outstanding user experience ? TL;DR UX design identifies user needs, wants, and pain points and creates engaging products that enable them to achieve their goals.

User Experience 105

User Experience AI Scale Customer Support 105

Payrix

APRIL 17, 2025

As a payment facilitator, platform providers: Need robust systems to handle payment processing at scale. Improved insights and scale (and possibly, increased valuation) : Access to payment data allows for a better understanding of customer behaviors and needs, letting you tailor and offer more to address those needs.

Payment Services 100

Payment Services SaaS Payments Merchant Services Payment Facilitation 100

Stax

MAY 23, 2025

Understanding ISV Integrated Payments Integrated payments let users pay for goods or services directly within your softwareno third-party redirects or handoffs. Its seamless, secure, and built for better user experiences. It can also make it easier to manage compliance, automate reporting, and scale operations.

Payments 88

Payments Payment Services Merchant Services SaaS Payments 88