Intercom, Inc.

DECEMBER 2, 2019

How do you ensure a great customer experience globally without adding a ton of headcount? Offering multilingual support doesn’t just drive CSAT scores, it can even impact churn. For online businesses, our customers can come from any part of the world and at any time. Here are our key findings: 1. So where should you begin?

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

Valuize Consulting

DECEMBER 17, 2024

Getting it wrong impacts your Net Revenue Retention (NRR) performance, customer experience, and operational efficiency. Revenue-based ratios often lead to overstretched CSMs who burn out and quit, and under-supported customers who fail to achieve value and churn.

Technical Review 52

Technical Review Systems Review Headcount Scale 52

SaaStr

MARCH 7, 2023

Many of them said headcount management and spend were common levers they pulled, given the immediate and significant impact they have on spend. What are companies doing today to scale efficiently? Some other strategies for creating a more efficient go-to-market are: Adjusting pricing and contract terms with customers.

Outsourcing Services 176

Outsourcing Services Scaling Venture Capital Forecasting 176

ChurnZero

JANUARY 13, 2023

First, digital CS will become a way of life due to flat or reduced headcount. For example, things like conversational intelligence and AI will continue to emerge as key data sources for predicting churn, understanding sentiment, and enabling customer-facing teams to be more predictive and proactive. Anita Toth , Chief Churn Crusher.

Trends 98

Trends Customer Success Sales Hiring Artificial Intelligence 98

OpenView Labs

MARCH 10, 2019

Over this time, our headcount has grown by over 10x, and our revenue has grown by over 60x. Through our churn survey we found that a lot of our churn isn’t actually due to customers being unhappy, but rather from people successfully completing a project and not knowing what to do next. North Star metric.

Scale 69

Scale Customer Success Scaling Sales Hiring 69

Intercom, Inc.

AUGUST 16, 2022

Support teams are facing a critical juncture: business costs and customer expectations continue to grow while resources like headcount and budget are decreasing. In turn, you’ll increase efficiency without increasing your headcount. The devil’s in the data: Data is the fuel for efficiency.

Headcount 118

Headcount Scale Sales Hiring Customer Lifetime Value 118

SaaStr

MARCH 4, 2025

Early Warning Systems – What Happens Before Churn Modern investors don’t just want to see your retention numbers – they want to understand how you predict and prevent churn before it happens. While NPS scores are common, they’re often not enough, especially for smaller companies with limited data.

Customer Success 300

Customer Success Metrics Headcount SMB 300