Customer Support Leadership Marketplace as a Service 
Intercom, Inc.
JUNE 8, 2021
Not too long ago, customer support was viewed as a cost center, not a value driver. It was seen as a necessary part of a business, but not something that drove revenue or influenced customers’ buying decisions. Study after study shows how important a great customer experience is to today’s consumers. That time is over.
FastSpring
MARCH 8, 2024
However, as SocialBee utilizes many different ways to package and monetize their software as a service subscriptions, they began discovering new ways to test the FastSpring platform’s capabilities. An actively involved leadership team that gets to know customers personally.
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Intercom, Inc.
JULY 11, 2019
In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. Kaitlin: It makes a ton of sense.
Intercom, Inc.
NOVEMBER 14, 2019
That’s exactly how Yelp approached its growth journey, under the leadership of Senior Vice President and General Manager of Local Revenue Kayti Sullivan. Our Director of Customer Support Kaitlin Pettersen recently spoke with Kayti about her experience setting up Yelp’s customer success organization. We love you.
BetterCloud
MARCH 17, 2025
SaaS budgeting is the process of planning, allocating, and managing financial resources for acquiring and using Software as a Service (SaaS) solutions within an organization. Maybe youre spending the right amount of money, but you need more seats, or you might be paying for a service that nobody uses. What is SaaS budgeting?
Tom Tunguz
AUGUST 2, 2016
Many start by following self-service distribution models as a route to market, which have served as the de facto standard for helping cloud businesses grow. With customers coming to their (virtual) doorstep, these cloud companies are free to scale at their own pace, expanding sales and their reach in the marketplace.
ChurnZero
JANUARY 13, 2022
Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. As a result, Customer Success leaders continue to increase their prominence and power within the organization. Bill Mahoney, Chief Customer Officer, ComplySci. Cloudera and Hortonworks, Inc.
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