Intercom, Inc.

NOVEMBER 14, 2019

It’s time to start thinking about retention at scale and bring onboard a customer success team. She joined the company in 2007 back when it was just 30 people and has been instrumental in helping the company scale both its team and its market share over the years. Why you need a customer success team.

VP of Engineering 108

VP of Engineering Customer Success Churn Scale 108

SaaStr

MARCH 30, 2024

It’s one thing to invest in an area where only 5% of your business is today. Then, you’ll have enough folks and experience to put a small team on a new initiative / segment / market. Micromanaging Your First (and Second) Management Team. Bad operational model / misunderstanding the burn rate. And stymie all of them.

Scaling 294

Scaling Revenue Underperforming Technical Team Market Segmentation 294

SaaStr

JUNE 21, 2024

These nine sales concepts, when done correctly, will greatly improve your sales and sales teams. #1: In a way, you’re diagnosing the biggest opportunities for the business within sales and conversion rates. Most people think you need to hire more salespeople in a demand-poor environment. That’s the wrong answer.

Sales Recruiting 284

Sales Recruiting Sales Hiring Scale Outsourced Development 284

SaaStr

NOVEMBER 23, 2022

The success of an executive team often depends as much on their interpersonal harmony as their professional expertise. How does a team establish rapport with one another? Algolia’s Bernadette Nixon (Chief Executive Officer) and Michelle Adams (Chief Revenue Officer) have spent the past few years developing this relational toolbox.

Underperforming Technical Team 306

Underperforming Technical Team Leadership Outsourced Development Finance 306

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. We now had “hunters” who acquire new business and “farmers” who nurture existing business. Relentlessly measure impact.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

Baremetrics

NOVEMBER 2, 2021

Shopify is a huge opportunity for developers looking to expand into the micro-SaaS space. The Shopify App Store brings together Shopify app developers and Shopify shop owners for their mutual benefit. What is a business metric? Churn rate: How quickly are you losing customers or revenue? What is a business metric?

Payment Solutions 98

Payment Solutions Outsourced Development Underperforming Technical Team Metrics 98

SaaStr

JUNE 4, 2021

Pomel focused his session on: Making your SaaS startup customer-centric: Hw event marketing has helped him integrate his engineering and sales teams. How many of you guys’ product rely on the highly functioning engineering team? Helping the engineering teams run smoothly and being super productive thanks to mentoring.

Scale 311

Scale Underperforming Technical Team Sales Hiring Engineering 311

Baremetrics

NOVEMBER 18, 2021

Unfortunately, things only get more difficult when it comes to running the whole business as a Shopify app developer. Thankfully, there are proven ways to build and grow a sustainable business. This article will cover 10 business tips for improving your Shopify app’s development, marketing, and sales. It shouldn’t!

Payment Solutions 98

Payment Solutions Underperforming Technical Team Outsourced Development Development 98

SaaStr

JULY 1, 2021

The second is pulling more around values, and how we approached team building. Even as a three person team, we went through an exercise to figure out what do we stand for, as a team? Sam : This is not my insight, but someone else says… I really do believe it, that the team you build is the company you build.

VP of Engineering 286

VP of Engineering Sales Hiring Sales Recruiting Underperforming Technical Team 286

SaaStr

JANUARY 24, 2024

How do you diagnose and solve churn? How should you handle presenting challenges to your C-suite team when you’ve just joined the company? She was hired because they saw a bit of softening in new business growth, and she came to help diagnose what was going on and help scale the business.

Scale 268

Scale Sales Hiring Scaling Revenue 268

FastSpring

APRIL 26, 2022

In the language of SaaS, I churned. And the experience got me thinking: Was immediate removal of paid features the best chance to keep me from churning? When did I officially count as “churned”? Did they count me as churned on the day I canceled? In part one, we cover benchmarks and common churn formulas.

Benchmarks 147

Benchmarks Churn Payments SaaS Payments 147

User Pilot

NOVEMBER 7, 2024

Let’s review everything your customer success team has to do in the absence of any customer success tools. Ensure that your data is clean and easily accessible, as poor data quality undermines the value of even the best customer success tool. This will allow teams to identify at-risk accounts and prioritize proactive outreach.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

SaaStr

APRIL 14, 2023

Mistake #1: Viewing Investors Only As Capital As founders build a team, they focus on obtaining complementary skill sets. Of course, building great teams and finding product market fit is critical, but don’t forget about product investor fit. So if you’re trying to fit your business model into what SaaS looks like in the U.S.

Development Team Review 258

Development Team Review Technical Review Underperforming Technical Team SMB 258

User Pilot

MARCH 23, 2023

What are the reasons for customer churn in SaaS? And how can customer success teams address them to ensure product growth? However, sometimes things don’t go as planned, and customers churn. TL;DR Customer churn refers to the rate at which a business loses customers within a specific period. What is customer churn?

SaaS Payments 98

SaaS Payments Churn Underperforming Technical Team Payment Methods 98

Chart Mogul

JULY 8, 2020

Tired of the same ol’ “X proven ways to reduce customer churn”? Betty Crocker was the invention of General Mills who was brought to life by copywriters, illustrators, and at least one very busy voiceover artist. But no matter what that personality is for your brand, it’s consistency that counts for reducing customer churn.

Branding 133

Branding Churn Underperforming Technical Team Retention 133

Neil Patel

JANUARY 11, 2021

Starting your own business is the dream, right? Almost anybody can start up a business – all you need is a great idea, the right systems, and the drive to see it through. No college degree, huge bank balance, or business experience is needed. In this article, I’m going to discuss the exact steps to start a business.

Underperforming Technical Team 128

Underperforming Technical Team Business Sales Hiring Scale 128

User Pilot

MARCH 25, 2024

What will you give to reduce customer attrition rate and drive business growth? TL;DR Customer attrition or customer churn is the loss of a customer(s) by a business. TL;DR Customer attrition or customer churn is the loss of a customer(s) by a business. Reduce churn with proactive customer service.

Underperforming Technical Team 104

Underperforming Technical Team SaaS Payments Payment Methods Payment Solutions 104

User Pilot

JANUARY 2, 2025

The survey aims to better understand users workflows and help prioritize product development initiatives, like new integrations, that add the most value to its users. Key takeaways from this example Multimedia support adds clarity: Allowing users to attach screenshots or videos ensures developers get precise insights into user challenges.

Scale 102

Scale Churn Underperforming Technical Team Scaling 102

User Pilot

JANUARY 31, 2023

How to prevent churn by identifying at-risk customers? In SaaS, you can grow your revenue only if your churn rate is low, so retaining at-risk customers is crucial. In this article, we will discuss the ins and outs of at-risk customers, how to detect them, and five actionable strategies to help you prevent churn.

Churn 98

Churn Underperforming Technical Team SaaS Payments Payment Solutions 98

SaaStr

OCTOBER 26, 2023

The problem is if you’re in business for any amount of time, the product gets a bit older. In a year like this, SMB is doing worse, with a lot more churn and startups going out of business. When looking at Greenhouse’s Enterprise business, many of them started when they were tiny. That wasn’t obvious in 2012.

Sales Hiring 274

Sales Hiring AI SMB Scale 274

SaaStr

JANUARY 5, 2023

Eva Pittas (Co-founder and COO at Laika) and Dicken Chaplin (CFO at Laika) discuss the value a well-versed CFO brings to their business as well as a few key lessons they’ve learned along the way. A CFO can help you safely manage your growth during times of increasing business complexity without overextending your runway.

Sales Hiring 49

Sales Hiring Acquisition Forecasting Outsourced Development 49

Intercom, Inc.

OCTOBER 16, 2018

But that approach doesn’t just apply to your supply chain management, revenue or churn rates – most fundamentally, it also applies to people and our performance. They help managers evaluate how their employees are doing, the value they bring to a team and how their work can be improved. But KPIs carry the risk of seeming impersonal.

Customer Support 154

Customer Support Underperforming Technical Team Scale Construction 154

Baremetrics

MARCH 23, 2020

I spent over a week speaking with different SaaS founders and marketers about how they successfully reduced churn for their business. churn by doing something every SaaS business should be doing, but most don’t. And one showed me a simple tactic their company used that helped reduce churn from 9% to 7.5%

Churn 145

Churn Payment Methods Payment Solutions SaaS Payments 145

SaaStr

MARCH 12, 2019

Mark Roberge is a senior lecturer at Harvard Business School and the former CRO at Hubspot. Mark Roberge – Senior Lecturer at Harvard Business School; Former CRO at Hubspot. It’s all about churn and retention. Because churn is a silent killer. For Slack, it was one that a team sends 2000 messages.

Scale 265

Scale Sales Hiring Revenue VP of Engineering 265

SaaStr

JULY 12, 2022

The Number One Thing You Can Do to Accelerate Your Business Post-Initial Traction is Hiring a Great VP of Sales. I ran their web business service unit which hit $180 million in ARR last quarter. You have to create a repeatable process if you’re going to scale up the sales team. That’s my background.

Sales Hiring 278

Sales Hiring Part-Time VPE VP of Engineering Sales Recruiting 278

SaaStr

JULY 15, 2022

So how feasible do you think that works for a typical B2B SaaS business that probably our user-base is not too knowledgeable about [inaudible] on the internet for something specific in their day-to-day use case? Jason Lemkin: But usually your teams can’t do that. That’s a great example. This always works. Jason Lemkin: Yes.

Scale 286

Scale Outsourcing Services Sales Hiring VP of Engineering 286

Baremetrics

NOVEMBER 9, 2021

Whether you created your SaaS product to help solve a problem you had or because you wanted some extra income, the truth is that your SaaS business is a valuable asset. Running a profitable SaaS business allows you to take control of your own schedule - some would even say your life! But what’s the final checkpoint for your business?

SaaS Payments 105

SaaS Payments Technical Review Development Team Review Software Review 105

Intercom, Inc.

JUNE 23, 2020

The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. There are massive risks for those who don’t follow.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

Intercom, Inc.

APRIL 23, 2019

Even the strongest customer testimonials won’t prevent churn if people don’t understand how to use your product. Done poorly, your hard-won user can quickly become a churn statistic. Introduce concepts and vocabulary that might be new to your users and explain how they bring value to their business. Here’s the proof.

Onboarding 199

Onboarding Strategy Underperforming Technical Team Outsourced Development 199

SaaStr

JANUARY 21, 2020

Justin used Sales Culture to grow a successful PatientPop team to 140 employees and 55 million in revenue. I’m the former SVP of Sales at a Los Angeles based business called PatientPop. I broke into SaaS in 2009 I was the second sales hire and the 10th overall hire at a New York City based SaaS business called Zocdoc.

Sales Recruiting 331

Sales Recruiting Sales Hiring Scale Sales 331

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. Why is Customer Loyalty Important for B2B SaaS Businesses?

B2B 114

B2B B2C Underperforming Technical Team Business 114

Sales Hacker

DECEMBER 4, 2020

A sales dashboard gives your team a fast and efficient way to see all the data that is most important to doing their job effectively. Most customer relationship management (CRM) tools have the built-in ability to create dashboards for your team. Your dashboard should consist of KPIs or metrics that define success for you and your team.

Underperforming Technical Team 136

Underperforming Technical Team Data Sales Metrics 136

Intercom, Inc.

NOVEMBER 21, 2019

In an era when more and more businesses adopt a subscription model, strong customer retention is the key to sustainable long-term growth and requires a laser-like focus. . Tara and her team used it to take a deep dive into the customer’s journey through the product and make a focused effort to truly understand each step along the way.

Retention 34

Retention Scale Marketing Underperforming Technical Team 34

SaaStr

FEBRUARY 25, 2020

Certainly you’re reducing churn. And as we’re all on the SaaS business, we understand the impact of minimizing that hole on the bottom of the bucket. And so these are all sort of the financial reasons why it makes sense to invest the time and energy to actually create champions from day one in your business.

Scale 238

Scale Underperforming Technical Team Sales Hiring Software Review 238

Neil Patel

OCTOBER 29, 2020

They don’t have the strategy, tactics, or tools they need to market their business well. The bad news is that marketers waste 37 to 95 percent of their marketing budget. This is really common, but it doesn’t have to be; if you have the right digital marketing strategy in place, growing your business is easier.

Underperforming Technical Team 145

Underperforming Technical Team Strategy Development Payment Methods 145

Intercom, Inc.

DECEMBER 8, 2020

But with so much data to consider, how can you define the help desk metrics that matter for your team? This can empower teams to take strategic action to improve their overall support experience for customers. This metric represents the average amount of time it takes your customer support team to settle a case once it’s opened.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

Baremetrics

AUGUST 6, 2021

There comes a point in any successful business, however, when it’s time to grow. For the cacophony of new voices to come together in harmony, they will need a guiding process and structure as scaffolding for the business you are building together. Plan your hiring process long before adding people to the team. start free trial.

Underperforming Technical Team 130

Underperforming Technical Team Outsourced Development Consulting Scale 130