Tom Tunguz

APRIL 21, 2020

Kustomer is the modern customer support platform built by veterans in the field. The customer story typically originates from two founts; either the founders or product marketing. Regardless, the message should be promulgated through every channel: sales, marketing, press, recruiting, events, etc.

Sales Recruiting 347

Sales Recruiting Banking Engineering Customer Support 347

SaaStr

APRIL 20, 2024

Challenges in AI Implementation Companies experimenting with AI in customer support face challenges due to the limitations of current AI technology. Consistency is key in marketing. Product Marketing and Early-Stage Priorities Product marketing is not a priority for most startups.

Sales Hiring 304

Sales Hiring Startup Marketing Technical Review 304

User Pilot

JANUARY 22, 2024

A product marketing framework is like a compass that guides you through the complex, fast-paced world of SaaS. From initial launch to ongoing product management , this framework acts as a map towards sustainable growth. In this article, we dive deep into what a product marketing framework is and explore its essential components.

Product Marketing 105

Product Marketing Marketing Social Media Scale 105

SaaStr

NOVEMBER 22, 2020

The four key pillars he lays out are: Product market fit & expansion. Go to market approach & expansion. 1 Product-Market Fit and Expansion. Is your product sound, and does it solve a big problem for customers, enough for you to scale? Competitive differentiation.

Scale 324

Scale Scaling Technical Review Systems Review 324

Tom Tunguz

AUGUST 3, 2022

The problem extends beyond marketing & community building. Product notifications (your NFT has a new offer), customer support (here’s how to transfer your tokens into our liquidity pool), and peer-to-peer messaging within an application (hey, friend) - none are possible today in a crypto-native way.

Machine Learning 277

Machine Learning Artificial Intelligence Communication Customer Support 277

Tom Tunguz

JUNE 10, 2019

You’ve found product market fit. Your initial, small customer base is very happy. You’ve discovered an initial channel of customer acquisition that’s working. And then, right then, product innovation decelerates to zero. Developing tests before product market fit isn’t worthwhile.

Innovation 252

Innovation Engineering Acquisition Product Marketing 252

SaaStr

SEPTEMBER 11, 2024

Lucid launched in 2010 (before PLG was a term), and their team had an intense focus on product early on, so much so that the COO at the time read through hundreds of thousands of customer support tickets to hear directly from customers. In their first year, they had their first paying customer.

Scale 310

Scale Scaling Sales Hiring compliance 310

Tom Tunguz

AUGUST 6, 2020

Imagine we’re working together, and it’s time to brainstorm ideas for the new product we’re going to launch. You schedule a meeting for the relevant people from sales, product, marketing, engineering, and customer support. There might be ten people in the room.

Engineering 272

Engineering Customer Support Product Marketing Sales 272

User Pilot

SEPTEMBER 4, 2023

It enables marketers to create better buyer personas, design more effective products, and position their brands favorably in the market. There are four primary ways of collecting psychographic segmentation data, including market research , in-app surveys , focus groups, and customer support teams.

Product Marketing 104

Product Marketing Strategy Marketing Market Research 104

User Pilot

OCTOBER 19, 2024

Instead, it involves several key aspects, including: Product functionality : The software solves the problems it was designed to solve. Customer support : Customers receive quick and helpful answers to queries and issues. Regular updates : The product is frequently improved based on user feedback.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

FEBRUARY 21, 2024

Sydney pulled someone from Salesloft with a product marketing background who understands operations, running programs, and being strategic. This person has built out a partnership marketing team within the product marketing team. Product marketing and product owners have specific KPIs on adoption that they track.

AWS 282

AWS Scale Sales Hiring Marketing 282

Tom Tunguz

APRIL 21, 2020

Kustomer is the modern customer support platform built by veterans in the field. The customer story typically originates from two founts; either the founders or product marketing. Regardless, the message should be promulgated through every channel: sales, marketing, press, recruiting, events, etc.

Sales Recruiting 252

Sales Recruiting Banking Engineering Customer Support 252

SaaStr

MAY 5, 2022

Driving Competitive Edge with Sales and Marketing Alignment: 7 Step Roadmap with Highspot’s CMO Jon Perera. Product Market Fit: How to Prove it to Investors with Salesforce Ventures’ Jess Bartos.

Scale 245

Scale Engineering Cloud Pricing 245

Intercom, Inc.

JANUARY 20, 2021

For example, our support best practices article outlines a complete strategy for how to provide personalized customer support. Of course, customers are busy. Here’s a few simple ways you can do that: Sit in on sales calls to find out what your customers want to achieve with your product.

Scale 232

Scale Technical Review Education Customer Support 232

Andreessen Horowitz

OCTOBER 16, 2023

One of the toughest challenges for founders — and especially technical founders who are used to focusing so much on product features over sales — is striking “product-market fit”. What does this mean for product design and product management? the night before it was to IPO).

Product Marketing 78

Product Marketing Scale Sales Hiring Sales Recruiting 78

SaaStr

NOVEMBER 16, 2021

Positions Needed: Enterprise AEs, Mid-Market & SMB AEs, SDRs, Sales Ops, Sales Engineer. Head of Marketing. Positions Needed: Demand Gen, Product Marketing, Sales Enablement, Events/Community. Positions Needed: Enterprise CSM, Mid-Market & SMB CSM, Customer Support Reps, Implementation/Solutions Engineer.

CTO Hire 287

CTO Hire Sales Hiring Sales Recruiting CTO 287

SaaStr

JULY 20, 2024

Those customers and champions of your products can help you break into new segments and markets you might not have considered. Secureframe believes customer happiness isn’t just the responsibility of customer success or customer support teams. It’s the responsibility of the entire company.

Sales Recruiting 302

Sales Recruiting Sales Hiring Scale Engineering 302

SaaStr

SEPTEMBER 26, 2023

The easiest example is always customer support. If you’re leveraging GPT4 to make informed decisions and have a unique data moat of how customers respond and contracts are formed… That becomes a really unique asset that you can leverage to grow and become larger to compete against modern incumbents. What makes a great data moat?

AI 314

AI Generative AI Venture Capital SaaS 314

SaaStr

OCTOBER 4, 2024

So Klaviyo had this belief that if they could just say, “Hey, look, we’ve got these super fans” and then share that information back to Shopify team, then the folks on the front line, their sales team, their customer support team could feel comfortable recommending them. The bet paid off.

Revenue 310

Revenue Scale Underperforming Technical Team Sales Hiring 310

Tom Tunguz

OCTOBER 21, 2014

Top of the funnel content focuses on industry questions like the Top 5 Trends in Customer Support, or the Top 10 Interview Questions for Support Teams. Top of the funnel content identifies Zendesk as a helpful resource in the ecosystem to future customers. Product Marketing.

Scale 214

Scale Marketing Growth Hacking SaaS 214

Intercom, Inc.

JULY 17, 2019

To produce and maintain articles that meet your customers’ needs, work closely with your product management (PM), product marketing (PMM) and customer support (CS) teams. Our Product Education team members strive to maintain an encyclopedic knowledge of our products.

Management 245

Management Scale Churn Education 245

Sales Hacker

FEBRUARY 7, 2025

From your first paying customers to enterprise domination, here’s how successful SaaS companies level up their pricing game to maximize growth and profitability at every turn. The Startup Stage: Finding Product-Market Fit The startup stage is the foundation of any SaaS companys journey.

Pricing 112

Pricing Scale SaaS Technical Review 112

SaaStr

SEPTEMBER 15, 2023

So, if he wanted to hire customer support, it could be a biomechanical engineer. What you do in product today will help you in revenue 2-3 years down the line. Once you have product market fit in the first product and revenue is coming in, that’s when you’ll have time to invest in a second product.

Sales Hiring 287

Sales Hiring Scale SMB SaaS 287

User Pilot

AUGUST 26, 2024

We asked Charlotte Vermedal, Liv-ex ’s Product Marketing Manager. The easy setup and strong customer support further convinced them to adopt Userpilot, which they now use for in-app announcements and microcopy localization. Dissatisfied with Appcues, the company switched to Userpilot. How did the transition work out?

Merchant Services 105

Merchant Services Payment Solutions SaaS Payments Payments 105

SaaStr

JUNE 17, 2023

We’ll explain Jason’s take on the recent market fluctuations, highlighting major deals that shaped investment patterns and their effects on valuation trends. We’ll also examine how public markets currently influence the SaaS industry and unpack the elevated CIOs’ role in budgeting for SaaS products.

Venture Capital 275

Venture Capital Scale Technical Review Software Review 275

SaaStr

AUGUST 12, 2020

Rather than the CEO running around telling the engineers exactly what to build, you now have product managers. And, the second system is what I call the product marketing system. So, it forces the leader of the start-up to think months in advance about what is going to be important to customers.

Startup 296

Startup Software Review Scale Systems Review 296

SaaStr

JULY 3, 2024

You’re Not Just Building an AI Model When you build a product, the sole value of what you’re building is not only the AI model. But if you’re building a customer support chatbot that can respond to customer inquiries, that technology is more than the model itself. Your customers aren’t buying an AI interface.

Enterprise 296

Enterprise AI Search AI Artificial Intelligence 296

Intercom, Inc.

DECEMBER 21, 2021

If you’re at all interested in using customer research to drive key business decisions, this is a must-read. The Ultimate Customer Support Tech Stack for 2022. The proactive and self-serve guides are full of practical, actionable tips, but I especially loved this post on providing great human support.

Technical Review 196

Technical Review Scale Innovation Company Culture 196

Intercom, Inc.

JULY 19, 2021

What’s more, Forrester’s study, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , revealed how conversational support can fuel customer retention and business growth across the entire business. 5 cross-functional benefits of conversational support (and how to measure them).

Underperforming Technical Team 129

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

SaaStr

MARCH 1, 2024

A Case Study: Gorgias Gorgias is a ticketing platform for customer support focused on e-commerce, primarily Shopify. It turned out that it was pretty hard to build out workflows and software support systems for individuals to be able to do that at the time. That’s the core mission. This is a really constrained use case.

Generative AI 296

Generative AI Outsourcing Services AI Software Review 296

User Pilot

SEPTEMBER 26, 2024

When they faced challenges with customer churn , they turned to Userpilot. That’s what we talked about with Subhash Yadav, the Product Marketer at Unolo. The ease of creating and using surveys, combined with strong customer support and educational content from Userpilot, helped Unolo enhance its overall customer experience.

Churn 105

Churn Education Product Marketing Customer Support 105

User Pilot

JANUARY 12, 2023

How a tool like Userpilot can help you build self-service support resources, code-free. TLDR; After-hours support is customer support provided outside of normal business hours, such as at night, during the weekend, or during holidays. What is after-hours support? Why should you offer after-hours customer support?

Outsourcing Services 98

Outsourcing Services SaaS Customer Support Software Review 98

Intercom, Inc.

JANUARY 17, 2019

Sabrina Gordon’s Growing your customer support team. Greg Davis’s Myths of product market fit. Matt Hodges’ Aligning product and marketing. Sharon Moorhouse’s 5 lessons learned from growing a support team. Des Traynor’s Lessons learned from scaling a team.

Customer Support 123

Customer Support Scaling Product Marketing Marketing 123

Andreessen Horowitz

JUNE 6, 2024

Depending on your goals, new products can deepen the wallet share of your existing customers by focusing on new users or new use cases, or they can expand your TAM by targeting new customers, new geographies, or new verticals. The fundamental pricing processes still apply when you’re launching a new product.

Pricing 97

Pricing Scale Generative AI Customer Support 97

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. How did you all get to product-market fit ? Short on time?

Scale 156

Scale Scaling Underperforming Technical Team AI Search 156

User Pilot

MAY 13, 2024

Is your team struggling to determine the return on investment (ROI) of product marketing strategies? Or are you looking for ways to improve the performance of your marketing campaigns? In either case, marketing analytics tools can come to your rescue. It can help you monitor the effectiveness of in-app marketing efforts.

Software 105

Software Marketing Scale Social Media 105

SaaStr

JULY 11, 2023

Gorgias, an eCommerce customer service platform, discovered that their customers’ main pain points were a lack of centralized customer support channels and poor integrations. For example, Gorgias knew they were targeting not only eCommerce but also customer service.

Sales Hiring 202

Sales Hiring SMB Sales Recruiting Payment Methods 202