Tom Tunguz

JANUARY 4, 2015

The chart above plots the median Average Revenue per Customer by Year of IPO for the 50 SaaS companies that have gone public in the past five years. The typical SaaS company going public in the last three years has a 77% smaller average revenue per customer than companies in 2010 – 2011.

Pricing 100

Pricing SaaS B2C Education 100

Intercom, Inc.

JANUARY 18, 2023

This was all the way back in 2010. Intercom does the same thing for customer support. And one of the things I got very wrong was that, in 2010, I thought the road of educational systems in the United States was going one-to-one, one device to every student. I thought my job was going to become easy.

Scale 205

Scale Education VP of Engineering Technology 205

Buffer Resources

JULY 3, 2023

Thousands of customers use Buffer’s AI Assistant every day to generate ideas in just a click and repurpose existing content, helping them grow engagement and reach more followers. We’re proud of our NPS score consistently above 50, a customer satisfaction score of 94%, and a 4-hour first reply time to support tickets.

Social Media 113

Social Media Technical Review Management AI 113

Tom Tunguz

SEPTEMBER 21, 2014

Second, customers pay for their own customer support and success as part of a typical deployment. Instead of contributing to the cost of revenue, customer success is a revenue line item. Since at least 2010, Tableau has been run profitably.

Benchmarks 100

Benchmarks SaaS Payments Metrics Scale 100

Frontegg

MAY 27, 2021

You also get a customer self-service portal and trial subscription options, all complete with built-in billing capabilities and reporting. Founded: 2010 Known customers: Okta, Knewton, Study.com, Doodle, Percona, Freedom Price starts at: $249/month. #7 Best For: Customer Support Services.

Payment Solutions 98

Payment Solutions SaaS Payments Payments Scale 98

Intercom, Inc.

APRIL 22, 2019

He joined me for a conversation on tackling issues that come up as you scale your customer experience. Here are five quick takeaways: Businesses focused on scaling need to think of customer support as a revenue team , not a cost center. Leveraging customer support to drive revenue. Short on time?

Scale 156

Scale Scaling Underperforming Technical Team AI Search 156

Baremetrics

FEBRUARY 6, 2022

It could be that your customers have had a poor experience on your communication channels, indicating that you need to implement a call waiting service to streamline this. Poor customer support is one of the main reasons for a high churn rate, so measure your lost customers as much as consistently as your brand advocates.

Metrics 106

Metrics Social Media Scale Churn 106

Baremetrics

FEBRUARY 23, 2021

For those who are not yet familiar, Stripe is essentially an one-stop financial solution for eCommerce businesses that was founded in 2010. Each of them is capable of supporting foreign currencies, which makes it possible for people to acquire new customers and collaborators all across the globe. What is Stripe?

Merchant Services 59

Merchant Services Payment Services Payment Methods SaaS Payments 59

ChurnZero

JANUARY 13, 2022

In her expanded role, Ellen will continue to lead global system engineering and enablement and will add professional services and customer support to her team. She understands customer service and puts customers first every single day. Ellen is a fantastic leader with the ability to unite and motivate a team.

VP of Engineering 98

VP of Engineering Customer Success Outsourcing Services Technical Review 98

FastSpring

APRIL 1, 2021

Opt-in free trial conversion rates vary from low single digits to upwards of 25% depending on the product category and target customer. Sometimes actions that seem easy on paper turn out to be logistical nightmares that take days, several email exchanges, and a few support tickets to complete.

Payment Solutions 138

Payment Solutions SaaS Payments Payment Methods Strategy 138

FastSpring

JANUARY 26, 2024

Full Interview Customer Success Insights From Jake Dipple What Customer Success Really Is Jake acknowledges that customer support is a very important part of the relationship a business has with its customers, but it’s often focused on responding to issues after they arise. And much more! Jump to highlights.

Customer Success 158

Customer Success VP of Engineering Payments Payment Methods 158

Intercom, Inc.

DECEMBER 21, 2021

Later’s Farhan Virji on adapting B2C support strategies for B2B teams. On the surface, B2B customer support issues might look quite different from those of B2C. Calm’s Will Larson on how to build a technical leadership career. You walk in the door and you can feel it. In the Facebook office, the momentum was infectious.

VP of Engineering 118

VP of Engineering Technical Review Scale Outsourcing Services 118

How To Buy Saas

OCTOBER 10, 2024

Providing robust customer support, engaging with them, and understanding customer behavior is another essential step. It helps you with the perfect toolset to personalize your email marketing campaigns and create attractive and actionable newsletters for your clients and target customers.

Social Media 52

Social Media Marketing Business AI Search 52

How To Buy Saas

JULY 13, 2021

Customer Support. You can use this software to recover product keys for windows 7/ 8 and Office 2010 The Load Hive option allows you to load the registry hive of another Windows installation. KeyFinder Review By Howtobuysaas Customer Support. Cons There is bundled software during the installation. Pros and Cons.

Software Review 59

Software Review Software Systems Review Startup 59

SaaSHolic

FEBRUARY 6, 2023

This customer service software is a convenient solution to a prevalent problem. Totango Guy Nirpaz founded Totango in 2010. It’s discovered great success as a company that offers software with rich insights into customer behaviour so that you’re able to drive growth and drastically improve customer retention effectively.

Customer Success 52

Customer Success Software Subscription Payment Features 52

SaaSHolic

DECEMBER 9, 2021

This customer service software is a convenient solution to a prevalent problem. Guy Nirpaz founded Totango in 2010. It’s discovered great success as a company that offers software with rich insights into customer behaviour so that you’re able to drive growth and drastically improve customer retention effectively.

Customer Success 52

Customer Success Software Subscription Payment Features 52

ProfitWell

MAY 18, 2020

The beauty subscription box startup Birchbox launched in September 2010 as the unemployment rate peaked at 10 percent. The TLDR: Subscription boxes are doing well because they provide an experience customers crave. Customer support lines are ringing off the hook with most customers calling simply to say "thanks.".

Data 52

Data Sales Hiring Customer Lifetime Value Subscription 52

ChurnZero

JANUARY 10, 2020

Chris will be responsible for Mapp’s post-sales customer management, including global account management, revenue delivery, and customer success. In his new role, Chris will continue to lead Mapp’s Customer Support and Professional Service s groups.

VP of Engineering 52

VP of Engineering Customer Success Scale Cybersecurity 52

Outseta

OCTOBER 31, 2018

Live chat tools come with the promise of completely changing your approach to marketing, of revolutionizing the way you deliver customer support, and there’s even companies like Swayed that are building live chat tools with the goal of replacing sales reps altogether. Both were making a lot of noise online.

Software Review 42

Software Review Technical Review Sales Hiring Venture Capital 42

Chargify

MARCH 28, 2018

Zendesk’s 2008 website touts themselves as: “Enlightened Customer Support. Beautifully simple for you and your customers. On-demand help desk in minutes. No downloads. No install. No worries. Elegant, intuitive and branded.”.

Pricing 47

Pricing Innovation Scale SaaS 47

SmartKarrot

MAY 14, 2020

It was during the 1980’s when the concept of call center was introduced to give post-sale support to the customers. It was mostly a reactive approach when customers used to call the customer support staff of an organization to fix the issues they would face while using their product or service.

Customer Success 10

Customer Success Technical Review Software Review Business Model 10

SaaStr

APRIL 16, 2023

Android followed after, and that really, late 2009, early 2010, that suddenly changed. First of all, weird companies, industrial paint and solvents, or shipping and logistics, and then some groups that don’t belong to those categories: some sales, some customer support, those kinds of things, but you’re right.

Scale 363

Scale Sales Hiring PayPal Development Team Review 363

SmartKarrot

FEBRUARY 3, 2022

It enables businesses to form stronger bonds with their customers. Hi Platform uses artificial intelligence to help businesses learn what their customers are saying about them on social media, automate customer support, and engage with them in real-time. Founded in: 2010. RD Station.

Payment Methods 10

Payment Methods SaaS Payments Merchant Services Payment Services 10

SaaStr

NOVEMBER 2, 2019

* How does Krish think your customer acquisition and GTM strategy has to change with the movement from SMB to enterprise? How does your customer success and customer support functions change with the move to enterprise? Shopify again has done that from 2004 to 2010 before they started scaling [inaudible].

Scale 164

Scale Sales Recruiting SaaS Payments Payment Services 164

Sales Hacker

MAY 16, 2019

The opportunity to learn sales, marketing automation, CRM skills, customer support, channel partnerships, etc. Unemployment was a bit higher in 2010 than it is now. Tip 2: Find the Right Company and Goal. The job description for Jammony was exactly what I wanted: A blank canvas. Consider these your deal-breakers.

Sales Hiring 102

Sales Hiring Sales Recruiting Sales Interviewing 102

SaaStr

FEBRUARY 1, 2019

How to ensure customer support is strategic and not just reactionary? In 2010, we made a pricing decision that helped inform a lot of subsequent pricing decisions for a while. Harry Stebbings: How to ensure customer support is a strategic team not just a reactionary one. Listen on Google Play Music.

Sales Hiring 113

Sales Hiring Communication Scale Interviewing 113

Intercom, Inc.

OCTOBER 29, 2020

The state of tooling in 2010 or 2011 was that there was no Stripe, there was no subscription management and the idea of a SaaS economy was just nonsense. The way you talked to your customers was by exporting your PayPal dashboard because everyone used PayPal for subscription back then. Fixing customer support.

Payment Solutions 209

Payment Solutions Payment Methods Underperforming Technical Team Sales Hiring 209

SaaSOptics

AUGUST 16, 2018

Ari is an alum of Techstars’ first class in 2007 with Filtrbox, which was acquired by Jive Software in 2010. Build the product, onboard the customers and delight the customers. He serves on several boards, including GreatHorn, Hello, RescueTime as well as Rocky Mountain Venture Capital Association.

SaaS 40

SaaS Scale Sales Hiring Venture Capital 40

SaaSOptics

AUGUST 16, 2018

Ari is an alum of Techstars’ first class in 2007 with Filtrbox, which was acquired by Jive Software in 2010. Build the product, onboard the customers and delight the customers. He serves on several boards, including GreatHorn, Hello, RescueTime as well as Rocky Mountain Venture Capital Association.

SaaS 40

SaaS Scale Sales Hiring Venture Capital 40

SaaSOptics

AUGUST 16, 2018

Ari is an alum of Techstars’ first class in 2007 with Filtrbox, which was acquired by Jive Software in 2010. Build the product, onboard the customers and delight the customers. He serves on several boards, including GreatHorn, Hello, RescueTime as well as Rocky Mountain Venture Capital Association. Ari Newman: 00:07:36.

SaaS 40

SaaS Scale Sales Hiring Venture Capital 40

Buffer Resources

OCTOBER 4, 2024

We’ve been building Buffer since late 2010 and over the years we’ve accrued some technical debt. Regardless of where the incident stemmed from, it added volume to our customer support inbox, led to unreliability in Buffer, and is far from the experience we want any Buffer user having. 

Technical Review 105

Technical Review Systems Review Customer Support Engineering 105

How To Buy Saas

MARCH 4, 2025

Workforce Growth (20102024): Increased over 40x from ~33,700 employees in 2010 to 1.55 Heres how Amazons workforce has grown over time : Amazon Employee Growth Over the Years Year Total Employees 2010 ~33,700 2015 ~230,800 2018 ~566,000 2019 ~798,000 2020 ~1.3 Key Amazon Employee Statistics (2024) Total Amazon Employees (2024): ~ 1.55

AWS 52

AWS Software Engineering Healthcare Trends 52