Tom Tunguz

SEPTEMBER 17, 2012

SMB SaaS companies cannot afford to pay for distribution. The most successful SMB SaaS companies (Zendesk, Expensify, Square) build communities to drive distribution. Salespeople are a great target community because they try new products quickly, are very vocal with their support or displeasure and are tremendous networkers.

SMB 100

SMB SaaS Branding Subscription 100

Tom Tunguz

AUGUST 2, 2016

Channel distribution represents one of the biggest and most important changes in customers acquisition for SMB SaaS startups in quite a while. As many of these channel partners move to newer distribution models, the brokerage channel model in particular, they represent an efficient and leveraged customer acquisition channel.

Outsourcing Services 113

Outsourcing Services SMB Acquisition Scale 113

SaaStr

NOVEMBER 16, 2021

Positions Needed: Enterprise AEs, Mid-Market & SMB AEs, SDRs, Sales Ops, Sales Engineer. Positions Needed: Enterprise CSM, Mid-Market & SMB CSM, Customer Support Reps, Implementation/Solutions Engineer. Head of Marketing. Team Size: 5 – 6. Director of CSM. Team Size: 4 – 8.

CTO Hire 290

CTO Hire Sales Hiring Sales Recruiting CTO 290

Tom Tunguz

APRIL 25, 2012

On first glance, SMB SaaS companies, those who sell Software-as-a-Service to small to medium businesses, may seem like any other software company. SMB SaaS companies sell to a radically different market than enterprise software companies. On the other hand, SMB SaaS companies sell to firms with 10 employees and $400k in annual payroll.

SMB 100

SMB Scale SaaS compliance 100

Tom Tunguz

SEPTEMBER 13, 2016

New Customers per Year 1333 6667 13,333 33,333 66,667 133,333. When an SMB SaaS startup is young with quickly growing revenues, more of the same works. Fast-forward two years when the company is at $5M in ARR and the business needs to be adding 13,333 customers each year. ARR 1 5 10 25 50 100. Xero, Wix, Zendesk are among them.

SMB 100

SMB Scale Startup Marketing 100

SaaStr

NOVEMBER 22, 2020

SMB to Enterprise, decide which you want to start with and toward which you want to move. Brand includes your company values, Heritage/story, packaging, convenience, customer support, quality, segment focus, and positioning, all of which can differentiate your company from others with similar products. Geographic regions.

Scale 325

Scale Scaling Technical Review Systems Review 325

SaaStr

OCTOBER 4, 2024

Finding Superfans Early On Jason starts by asking the meta-question: “You’re at $900M of ARR, growing 35%, 112% NRR from SMBs, and 14% free cash flow. They supply their customers with a full marketing suite and customer data software for thousands of SMB, e-commerce businesses. Is there a downturn?” The bet paid off.

Revenue 312

Revenue Scale Underperforming Technical Team Sales Hiring 312

SaaStr

MAY 25, 2020

“We added slack for customer support and on boarding” — Adam Livesay, founder, Elevat. SMB: build a pitch that enables a one-call close: include an ROI sample, relevant case study, and proactive answers to common objections. “Simplicity. In everything. In your messaging. In your website.

Sales Hiring 344

Sales Hiring Sales Outsourced Development Technical Review 344

SaaStock

JANUARY 25, 2019

Omie main goal is to bridge the efficiency gap in Brazilian SMB, helping customers to be more prosperous. Omie is the only SaaS company figuring among 100 fastest growing SMB in Brazil, according to Deloitte Consulting, ranking #3. Its core product is AgentBot, which is an automated platform for omnichannel customer support.

SaaS Payments 257

SaaS Payments Payment Solutions Payment Methods Payments 257

Tom Tunguz

AUGUST 26, 2014

HubSpot is the second fastest SMB SaaS company to IPO yet, achieving the mark within 8 years. Most other SMB companies, defined for this analysis as having an ARPC of less than $15,000, took at least one more year to go public. Impressively, HubSpot has been able to record much faster revenue growth than other SMB SaaS companies.

Benchmarks 113

Benchmarks SMB Metrics SaaS 113

SaaStr

OCTOBER 15, 2019

Unlike when selling into SMB businesses that kind of can go from a demo, to a conversion, to a close in a matter of days, enterprise sales is a lot more complicated and it’s hard to navigate through. So as Lauren sort of alluded to, we started by focusing on SMB’s. It’s not going to work.

Underperforming Technical Team 222

Underperforming Technical Team Sales Hiring SMB Enterprise 222

Intercom, Inc.

JULY 11, 2019

Since 2010, he’s helped the company grow to more than 40,000 customers and helped scale the support team to more than 500 employees to assist those users. Here are five quick takeaways: Most sales and support teams talk about their jobs as a funnel. How do you guys think about communicating the ROI of customer support?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

SaaStr

JUNE 16, 2020

It’s available to everyone bringing in third party speakers, bringing in, we had Mark Cuban couple of weeks ago, we’re having Brene Brown for our SMB business, around empathy, and leading through courage. It’s the SMB space. And so Leading Through Change is a series we’ve launched. It’s crazy.

Sales Hiring 216

Sales Hiring Scale SaaS Payments Payment Services 216

SaaStr

JULY 2, 2019

Early days we had an accounts team, and the accounts team would work out of Zendesk, not Salesforce, so it was almost like an extension of customer support. Dannie : The way we specialized is we segmented, so SMB originally, enterprise, large enterprise. Kevin : As Dannie said, we’re looking after the customers.

Enterprise 171

Enterprise Scale Sales Hiring SMB 171

Sales Hacker

FEBRUARY 2, 2021

SMB Sales vs Enterprise Sales Process. Companies often use this model with specialized products with high price points and usually require more training and customer support. Support : Is there access to customer support 24/7? SMB Sales vs Enterprise Sales Process. What Is Enterprise Level Sales?

Scale 113

Scale Enterprise Marketing Sales 113

Tom Tunguz

JULY 14, 2013

The product is essential to the operation of a customer’s business. For example, Zuora enables subscription billing; Expensify manages employee expenses; ZenDesk builds customer support systems. Customers can’t function without it. Characteristic 2: Cost/Value Proposition is Straightforward.

Sales Hiring 100

Sales Hiring Venture Capital SaaS Machine Learning 100

Sales Hacker

AUGUST 7, 2020

The plus side of this is that it leads to a comradery at start-ups and SMB organizations that is often hard to replicate at the enterprise level. Salespeople are not as tightly managed in start-ups or SMBs, and most of us like that. They also usually invest in fulfillment and customer support functions. Opportunities.

Scale 109

Scale Enterprise Sales Hiring Technical Review 109

How To Buy Saas

MARCH 14, 2024

The simple answer to this is through integrating a WhatsApp chatbot, which helps to enhance interactions with your customers and contribute to business growth. They offer 24/7 customer support, with one-to-one interactions to customer queries, leading to enhanced customer satisfaction and business growth.

SMB 52

SMB Artificial Intelligence Enterprise Business 52

Hitenism

DECEMBER 26, 2016

SMB-focused companies often find growth by going upmarket. Your support team saves revenue, handles inbound replies to your customer success emails, and suggests upgrades where it makes sense. Good customer support is the most underrated sales strategy. Sales has become a saturated channel.

Scale 152

Scale SaaS Marketplace as a Service SMB 152

Neil Patel

DECEMBER 23, 2020

HubSpot CRM – Best free marketing CRM Really Simple Systems – Best free sales CRM Agile CRM – Best free customer service CRM Flowlu – Best for SMB finance Apptivo – Best for basic business management. Customer support can assign labels to organize and prioritize tickets.

Payment Solutions 139

Payment Solutions Software Review Software Payments 139

Andreessen Horowitz

MARCH 7, 2024

Time Warner Cable has also observed that their own customers would rather pay more for an unlimited cable service than pay less and only for what they consume—so it’s important to implement a pricing model that builds trust with your customers and aligns with how they consume your product. Most effective segments: PLG, SMB, midmarket.

Scale 93

Scale Pricing SMB Forecasting 93

Stax

DECEMBER 20, 2023

Since we’ve spoken a lot about credit card processing before, today we’ll take a look at how to find the best credit card processor for your SMB in 2024. Since the big players in the landscape generally all offer a robust set of services, data shows that most SMBs are satisfied with their payment processors and aren’t likely to switch.

Payment Services 88

Payment Services Merchant Services Payment Methods Payment Features 88

Frontegg

NOVEMBER 25, 2021

Pros: Multiple social login options, Intuitive dashboard, Good documentation Cons: Escalating pricing options, Iffy customer support, Better for B2C Pricing: $130/month/3 SSO connections, up to 7000 MAU, up to 50 organizations only, M2M tokens adds to the pricing. #3 3 – Frontegg. Scaling up fast and need SSO? 6 – WorkOS.

B2C 98

B2C Scale Identity management Enterprise readiness 98

Point Nine Land

JANUARY 2, 2019

It started with Salesforce in the sales category, followed by Hubspot for Marketing, Zendesk for customer support, Intuit or Xero for finance, Zuora for payment, Slack for internal communication to the more recent ones like Invision’s app store for design or Intercom for customer communication.

Payment Methods 66

Payment Methods Payment Solutions SaaS Payments Payments 66

How To Buy Saas

FEBRUARY 25, 2025

Rapid SMB adoption with 200K+ customers. Target Audience Mid-size to Enterprise; industries needing heavy customization and scalability. Also used by smaller orgs with IT support. Startups, SMBs, and mid-market; teams wanting all-in-one marketing + sales. Quick onboarding and accessible customer support/resources.

Scale 52

Scale Underperforming Technical Team Technical Review Software Review 52

Frontegg

AUGUST 12, 2021

Pros: Multiple social login options, Intuitive dashboard, Good documentation Cons: Escalating pricing options, Iffy customer support, Better for B2C and not B2B Pricing: $130/month/3 SSO connections, up to 7000 MAU, up to 50 organizations only, M2M tokens adds to the pricing. #3 3 – Frontegg. 6 – WorkOS.

B2C 98

B2C Identity management B2B Systems Review 98

Neil Patel

DECEMBER 5, 2020

Phoneburner – Best for Remote Teams VanillaSoft – Best for Outbound Sales Voicent Cloud – Best Standalone Auto Dialer Software Mojo – Best for SMB Sales RingCentral – Best for Compliance Kixie – Best for Local Presence. 4 – Mojo — Best For SMB Sales.

Software Review 143

Software Review Software Scale compliance 143

SaaStr

OCTOBER 31, 2019

Contrast that with companies that might also sell into the SMB segment of the market where the ASPs, the average deal sizes are lower. SMB businesses just go out of business much more frequently, and so their gross retention numbers are going to be lower.

Cloud 113

Cloud Scale AWS Artificial Intelligence 113

Sales Hacker

JULY 21, 2021

The reason businesses are switching to revenue operations and account-based sales is because sales reps are expected to know their customers’ needs before calling them. But if you say this too much, your customers’ eyes will glaze over. Do we need to put this project on the backburner for now?”.

Sales Hiring 134

Sales Hiring Underperforming Technical Team Sales Sales Enablement 134

Sales Hacker

FEBRUARY 12, 2021

Most enterprise CRMs offer more features than simple CRMs and can support complex sales operations with advanced reporting capabilities, product libraries, sales enablement and tools, and more. Enterprise CRM vs. SMB CRM. But what exactly makes a CRM ideal for a large company? Capterra Rating : 4.2 (199 199 reviews).

Payment Solutions 118

Payment Solutions Enterprise Scale Payments 118

User Pilot

AUGUST 6, 2024

One way to do it is by providing in-app support, for example, through a resource center. Self-service resources like video tutorials , FAQs, or how-to guides help users solve common problems without contacting customer support. Customer engagement ideas: provide self-service support resources.

Engagement 105

Engagement Retention Social Media Customer Lifetime Value 105

SaaStr

AUGUST 12, 2020

So, the company starts getting divided up into functional areas, or silos, product management, sales, customers support, marketing and so on, and this siloing of the org chart I think means that not everyone knows what everyone else is doing, and there’s a general feeling of disorganization or chaos in most startups.

Startup 299

Startup Software Review Scale Systems Review 299

Stax

APRIL 11, 2024

SMB owners wear many hats, managing everything from staff to sales. Customer service on your terms: When things don’t run smoothly, having customer support 24/7/365 , means you can spend time on what matters most. Conquering Implementation Challenges Implementing new technology like a PMS is not without its challenges.

Payment Services 88

Payment Services Payment Solutions Merchant Services Payment Methods 88

Baremetrics

NOVEMBER 9, 2021

SMB SaaS companies tend to have higher churn rates due to their lower demand and less sophisticated needs. Customers using smaller SaaS tools tend to be brand-agnostic, switching tools to see which fit them. Then you’ve got your customer type based on which businesses you support. How do you make your tool easy to use?

SaaS Payments 105

SaaS Payments Technical Review Development Team Review Software Review 105

Intercom, Inc.

JUNE 6, 2019

It’s sort of the natural progression of DM’ing the airline account because you know that the community manager behind that account has infinitely more access and is much more responsive than trying to go through the customer support channels. Intercom really unlocked the ability to showcase things.

Scale 190

Scale Branding Underperforming Technical Team Enterprise 190

Sales Hacker

MARCH 4, 2025

Jessica Gilmartin: So I’m a marketer, and so I will talk about the customer ad nauseum, so you’ll probably hear me talk about that in every single one of my responses because I really think it’s so important. It has to be driven by what the product can do and the value that the product drives for the customer.

Scale 77

Scale Scaling Sales Hiring Technical Review 77

Baremetrics

JANUARY 24, 2021

A year earlier we’d launched the MVP of the model allowing SMB customers to input a credit card to get access to the platform, but we hadn’t had a chance to dedicate time or resources to optimizing a proper SaaS onboarding funnel. This is because of the nature of SMBs occasionally pivoting or going out of business.

Churn 71

Churn SaaS Payments Payment Methods Payment Solutions 71