Intercom, Inc.

FEBRUARY 25, 2019

We decided 2016 was going to be the year of invention. We had three big projects, and at the end of 2016 , we looked back and realized that we had shipped, with double the staff, 50 things. In 2016, big things. Third swing: hiring vs. onboarding. We had this situation where new people were onboarding new people.

Sales Hiring 160

Sales Hiring Scale Sales Recruiting Engineering 160

Intercom, Inc.

AUGUST 25, 2021

In 2016, we released a new version which featured deep customization, cross-platform compatibility, new message formats, and playful emoji support. This mantra holds true whether it’s an onboarding flow, a nurture campaign, or any other type of customer message.

Scale 220

Scale Sales Hiring Branding Investment 220

Intercom, Inc.

NOVEMBER 11, 2021

For Samuel Hulick , a UX consultant and one of the biggest authorities out there on user onboarding, that means thinking less about the product itself and more about how to get users the results they’re after. We had them on the podcast way back in 2016, and they’ve even been a guest contributor to our book Intercom on Onboarding.

Onboarding 254

Onboarding Sales Hiring Sales Recruiting Underperforming Technical Team 254

BetterCloud

DECEMBER 18, 2024

It has helped my organization tremendously to make our onboarding and offboarding processes more efficient and easy to implement. Verified User in Hospital & Healthcare BetterCloud is essential because it saves my team from the the old time consuming manual onboarding and offboarding processes. Eduardo R.,

Management 52

Management SaaS Government Operational efficiency. 52

The Angel VC

APRIL 1, 2017

At the excellent SaaStr Annual 2016 conference about a year ago, a very experienced SaaS CEO said on stage that an internal recruiter can be a startup CEO’s secret superpower. I couldn’t agree more, and I think startups should make that hire sooner rather than later. All of this costs a lot of time which you probably don’t have.

Sales Hiring 168

Sales Hiring Sales Recruiting Startup Software Review 168

Valuize Consulting

NOVEMBER 25, 2024

For example, the scenario featured in this guide looks at a situation where a SaaS company investing in a personalized onboarding program assumes $250,000 in additional revenue over five years. Frank, MZ & Shen, T 2016, ‘Investment and the weighted average cost of capital’, Journal of Financial Economics , vol.

Payment Services 52

Payment Services SaaS Payments Customer Success Payments 52

Intercom, Inc.

DECEMBER 18, 2019

And last but certainly not least, we published two books: a second edition of Intercom on Onboarding featuring our latest thinking on this key topic; and Intercom on Sales , where we we take you inside our journey to building a billion dollar business. And that feels very appropriate as we approach the holidays and reflect on the year.

Scale 30

Scale Onboarding Scaling Content Marketing 30

Intercom, Inc.

FEBRUARY 1, 2018

In August of 2016, Rachel Hepworth embarked on a unique challenge: start a growth marketing team at one of the most successful startups of this generation – one that had long relied heavily on word of mouth. Slack’s incredible growth was primarily driven by word of mouth until late in 2016. Growing beyond word of mouth.

Growth Marketing 174

Growth Marketing Scale Marketing Outsourcing Services 174

SaaStr

JANUARY 21, 2020

They come on board and they get an onboarding coach, somebody who is specialized in teaching you the fundamental skills that you need to be successful in the first 90 days of your career. We give them an onboarding buddy. They give you the how of doing your job. The next one is the well. I know how to do my job, can I do it well?

Sales Recruiting 330

Sales Recruiting Sales Hiring Scale Sales 330

User Pilot

AUGUST 23, 2024

In 2016, while at Vidyard, Wes launched a free product that changed everything. Product-Led Onboarding: How to Turn New Users Into Lifelong Customers Product-Led Onboarding: How to Turn New Users Into Lifelong Customers. Wes Bush studied Global Business and Digital Arts at the University of Waterloo.

Scale 105

Scale Customer Lifetime Value Consulting Acquisition 105

Buffer Resources

DECEMBER 1, 2023

As part of my comprehensive Buffer onboarding — which had me up and running at full speed in a matter of weeks — I was tasked with setting up intro calls with the company executives.    The prospect of sitting down (even virtually) with our CEO and other senior Bufferoos was daunting for a newbie. ” 10.

VP of Engineering 126

VP of Engineering Part-Time CTO New CTO CTO 126

Point Nine Land

MAY 11, 2023

Salesforce, for example, has acquired several AI startups starting in 2014, and Zendesk released an ML-powered chatbot in 2016. Today Fin, our GPT-4 powered conversational support bot becomes a full product and our first few hundred customers are onboarding. So AI has been on the agenda of SaaS leaders for some time. ʟᴀᴜɴᴄʜ ᴅᴀʏ?Today

Generative AI 128

Generative AI AI B2B Software 128

User Pilot

MAY 27, 2025

Notion has been working on this together since 2016, and has customers like OpenAI, Toyota, Figma, Ramp, and thousands more on this journey with us. Candidates without experience in user onboarding, retention strategies, or customer engagement improvements. At Notion, they want to change this with focus, design, and craft.

Management 52

Management Underperforming Technical Team Scale B2C 52

ChurnZero

SEPTEMBER 8, 2022

Training is integral to the Customer Success practice, as the TSIA quick poll, “ The Customer Success and Education Services Handshake ” found: Nearly 74% of respondents said that Customer Success introduces training during the customer onboarding process as a common practice. Accelerate customer onboarding.

Education 98

Education Customer Success Underperforming Technical Team Scale 98

SaaStr

JUNE 1, 2021

In 2016, Hubspot was still a scrappy player that had only recently IPO’d, with a market cap around $1B. “From Day 0 to IPO: What Went to Plan, What Most Certainly Didn’t” at SaaStr Annual 2016 from saastr. And grab the best deal ever on 2021 Annual tickets here ). Hubspot today is a $23B juggernaut.

Part-Time VPE 296

Part-Time VPE Technical Cofounder CTO Hire New CTO 296

SaaStr

APRIL 23, 2019

Henrique: And we grew that company for a while, and sold it in September 2016, and came to college. And also very fast onboarding. And that one was actually the toughest one to do, this really instant onboarding that we have. For example, never onboarding. And after college … Not after. Before it was college.

Sales Hiring 218

Sales Hiring Sales Recruiting Scale Payment Methods 218

Point Nine Land

SEPTEMBER 6, 2023

The analogy that I used was games, which have perfected the art of onboarding: If we stick to this analogy, my bet is that AI will help lift users across adoption barriers and provide more value: It’s still very early days for LLM adoption. Most of the LLM-powered features launched by SaaS companies so far are relatively low-hanging fruits.

AI 119

AI SaaS Payments Payment Solutions Artificial Intelligence 119

FastSpring

APRIL 1, 2021

It provides insights into product functionality and onboarding. Or maybe the onboarding process is too complicated. Inefficient or broken onboarding experience. First impressions: You can set customers up for success with a good welcome email or onboarding email series. Examples: Recapture.io

Payment Solutions 138

Payment Solutions SaaS Payments Payment Methods Strategy 138

User Pilot

AUGUST 8, 2024

It combines user onboarding, product analytics, and user feedback features into one comprehensive product, whereas most products focus on only one of these layers. For example, Microsoft Teams was launched in 2016 as a direct competitor to Slack. For example, Userpilot differentiates itself through its comprehensive feature suite.

Strategy 105

Strategy SaaS Customer Lifetime Value Development 105

ChurnZero

APRIL 22, 2020

Reviewers on TrustRadius value ChurnZero’s onboarding capabilities, customer health tracking tools, and flexible integrations with other applications.” ” Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products.

Technical Review 75

Technical Review Venture Capital Software Review B2B 75

Sales Hacker

MAY 30, 2019

Microsoft has remained quiet since its LinkedIn acquisition in June 2016. In particular, most Content & Collaboration or Onboarding and Training applications are either built around a specific sales methodology or let you implement the solution around one. Oracle bought Datafox last October.

Scale 111

Scale Sales Hiring Forecasting Acquisition 111

ChurnZero

APRIL 3, 2019

Since they launched in 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of the best B2B technology products. Our Customer Success and Support teams use ChurnZero to guide our customers through an onboarding process and help to maintain the ongoing relationship.

Software Review 15

Software Review Customer Success Software Technical Review 15

Intercom, Inc.

FEBRUARY 10, 2022

And then, they wonder why there are onboarding problems and use problems and all these sorts of things. And that’ll help with the whole onboarding and utilization and adoption and all these sorts of things. But if you go further back, there’s the demand for greater empathy in customer interactions.

Customer Support 211

Customer Support Trends Technical Review Headcount 211

Totango

FEBRUARY 6, 2020

In 2016, I published the book – Farm Don’t Hunt – The Definitive Guide To Customer Success and just recently, we made the leading customer success platform accessible to everyone with the launch of the Free Community Edition of Totango. Get started today at www.totango.com/packages. No credit cards. It’s Free Forever.

Customer Success 62

Customer Success Onboarding Enterprise Technology 62

Intercom, Inc.

OCTOBER 27, 2022

Whether it’s customer onboarding or just gathering information for an event, we’re often trapped in endless follow-ups and back-and-forth emails until we finally get the assets and can move on with other, more meaningful tasks. The bigger vision is to focus on customer onboarding, mostly for SaaS. You need to focus on that for months.

Technical Review 118

Technical Review Software Review Development Team Review Systems Review 118

User Pilot

JANUARY 29, 2021

How to Measure Your User Engagement Based on Your Core Action Level 1-Personalizing Experiences Level 2- Making your secondary onboarding focused on the value of your product Level 3-Using gamification to create a flywheel Wrapping Things Up. Developing personalized secondary onboarding tactics like tooltips will retain more activated users.

Engagement 98

Engagement Strategy Onboarding Sales Hiring 98

Totango

JANUARY 22, 2019

Optimized customer onboarding. Optimized Customer Onboarding. You can consider your customer to be in the onboarding phase right up until the day they can master the entire suite by themselves. With your onboarding process, you’re establishing a customer’s emotional connection to your product. End of onboarding.

Customer Success 72

Customer Success Customer Lifetime Value SaaS Growth Hacking 72

Intercom, Inc.

JUNE 14, 2018

When I wrote Build Better Products in 2016, it honestly came out of a ton of consulting. It’s not just that this is the ticket you’re going to fill, or this is the onboarding flow you’re going design, or this is the feature you need to write a spec for; it’s that you’re trying to hit a goal for a specific type of user and you understand why.

VP of Engineering 190

VP of Engineering Underperforming Technical Team CTO Coach New CTO 190

OpenView Labs

AUGUST 18, 2020

In 2016, OpenView founder Scott Maxwell discussed the increasing need for product management to go beyond its usual limits. It’s not also exclusive to having an excellent onboarding experience that augments your marketing and sales teams’ efforts. Leveraging the product led growth single point of truth framework.

Management 116

Management Subscription Payment Features Churn 116

Aaron Beashel

OCTOBER 31, 2016

However, even if the entire organisation isn’t onboard with it, it can still be a very useful tool for just aligning a specific team (such as a marketing team). Scale paid acquisition (Paul) – Find and onboard PPC agency. Find and onboard a team of freelance writers. Conduct keyword research and identify key terms.

Scale 100

Scale Underperforming Technical Team B2B Marketing 100

Totango

AUGUST 8, 2019

In his 2016 letter to Amazon shareholders , Bezos describes the preservation of this day 1 feeling as the biggest driver for pursuing a customer-centric approach. For instance, did the user struggle to stay on track during onboarding or did they have an issue understanding a feature?

Customer Lifetime Value 91

Customer Lifetime Value Enterprise Software Review Churn 91

ChurnZero

JANUARY 13, 2023

Conversely, there are a lot of customer support, onboarding and other post-sales roles available that could be rebranded with responsibilities augmented in order to fit into the way we think about customer success as a profession. Donna Weber , customer onboarding expert. What other trends will shape Customer Success in 2023?

Trends 98

Trends Customer Success Sales Hiring Artificial Intelligence 98

Intercom, Inc.

JANUARY 10, 2019

That’s why we’re redesigning our onboarding process from the ground up , with the aim of personalizing the experience for every single Intercom customer. I think what happened was – with bots specifically, through 2016 and 2017 – a lot of it was on Facebook Messenger. To get inspired for the year ahead, we’re turning to books.

Scale 143

Scale Banking Technical Review Systems Review 143

Buffer Resources

NOVEMBER 7, 2023

One helped me set up a contract template that I use when onboarding new clients, and now sell for other freelancers to use.  Subcontracting was incredible, but it came with challenges and administrative tasks (onboarding writers, creating briefs and outlines, editing assignments, paying invoices, fielding revisions, etc.).

Scale 131

Scale Scaling Payment Solutions Payment Services 131

Totango

JANUARY 10, 2019

The customer success platform you adopt should make onboarding, escalation, adoption, and renewal easier—everything you need to track and manage customer relationships. Totango Named a Finalist in Three Categories for 2016 CODiE Awards. The SIIA recently announced that Totango has been named a finalist for the 2016 SIIA.

Engagement 63

Engagement Growth Hacking Enterprise Forecasting 63

Chart Mogul

FEBRUARY 5, 2018

In 2016, Apple rolled out expanded support for the subscription model in iOS apps — suggesting that subscriptions were the future for publishers on the App Store. First came the race to 99 cents, then the rise of freemium and in-app purchase models. So what’s the state of play in 2018?

Payment Methods 60

Payment Methods Payment Solutions Subscription Payment Features 60

Intercom, Inc.

OCTOBER 5, 2022

Liam: For anyone who didn’t hear the episode, which I think was back in 2016, could you give us a little bit about your career journey so far? So, back in 2016, I was working as a director of engineering at Etsy. Mentorship helps people get unblocked; it helps people onboard. Lara Hogan: Thank you so much.

Leadership 118

Leadership Part-Time VPE Management Underperforming Technical Team 118