Tom Tunguz

JULY 14, 2013

With more than 80% of venture capital investments occurring in enterprise and with the public markets disproportionately rewarding SaaS companies with huge enterprise value-to-revenue multiples ( median is 7.6 ), it’s no surprise that interest Software-as-a-Service is booming. Customers can’t function without it.

Sales Hiring 100

Sales Hiring Venture Capital SaaS Machine Learning 100

Tom Tunguz

JUNE 13, 2015

Sometimes, financial discipline in startups is imposed by financial markets, like in 2008 when the total amount of venture capital investment plummeted after Lehman imploded. Product before people - focus on improving the product before hiring additional customer support or salespeople.

Sales Hiring 100

Sales Hiring Scale Startup Venture Capital 100

Tom Tunguz

OCTOBER 30, 2016

The recent boom in venture capital investment certainly intensifies competition with lots of new businesses chasing the same dollar. They sell an integrated suite to a customer offering them a single purchasing process, a single customer support experience, and a “seamless” product.

Venture Capital 100

Venture Capital SaaS Acquisition Cloud 100

Intercom, Inc.

NOVEMBER 3, 2022

. “A well-oiled, organized support team is crucial to eliminate friction in the customer experience, and nothing impairs a seamless experience quite so much as a burned-out, scattered team” Are legacy ways of working ruining the agent experience? Liam: Why are customer support teams so vital?

Scale 206

Scale Outsourcing Services Software Sales Hiring 206

SaaStr

NOVEMBER 13, 2020

394: Where is Venture Capital today? Sunil Dhaliwal: I was at one of the biggest firms around and I think we had a $200 million fund and people were like, I can’t believe we’re running $200 million in venture capital. And how do you hack it? This episode is sponsored by Outgrow. Jason Lemkin: Crazy.

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Sales Recruiting Development Team Review Technical Review Sales Hiring 226

Sales Hacker

AUGUST 7, 2020

They also usually invest in fulfillment and customer support functions. Start-ups and SMBs don’t have the resources to devote to these critical needs, and, in general, are often less selective about their customers. For instance, if a venture capital firm backs them, the percentage of failure drops to 75 percent.

Scale 110

Scale Enterprise Sales Hiring Technical Review 110

ChurnZero

AUGUST 1, 2019

Its software solutions allow businesses to understand how their customers use their product, asses their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints. For more information, visit churnzero.net. . About Zoho.

Venture Capital 13

Venture Capital Payment Features Subscription Churn 13

Incredo

OCTOBER 23, 2019

Learn more about the next application process here. If you are interested in SaaS venture capital, you can check out websites like SaaStr Fund , PointNine , Accel , 500 Startups. Our customer support is second to none ”, that will result in some positive reaction. When you say “ My product and team are different.

SaaS 154

SaaS Social Media Startup Scale 154

Neil Patel

OCTOBER 16, 2020

It’s not uncommon for marketing automation software to include a handful of features typically found in a CRM tool, like live chat or customer support capabilities. Before making a final decision, it’s essential to understand which additional features you need to fill the gap between marketing and sales or customer service.

Software Review 145

Software Review Scale Software Marketing 145

User Pilot

JANUARY 14, 2024

As features are very easy to copy by competitors, to gain a true edge, companies will be forced to prioritize delivering exceptional customer experience to drive growth. That’s because such a challenging economic climate makes securing venture capital funding for SaaS companies more difficult.

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Artificial Intelligence Trends Technical Review Management 103

SaaSHolic

FEBRUARY 23, 2022

Byron Deeter Byron is a Partner at Bessemer Venture Partners , one of the leading venture capital firms in the SaaS industry. Mamoon Hamid Founder and General Partner at Social+Capital Partnership, an early-stage venture capital firm. Scott Maxwell Scott has been a Venture Capitalist since 2000.

Venture Capital 52

Venture Capital SaaS Social Media Entrepreneurship 52

SaaStr

JULY 29, 2022

Enough venture capital can certainly bridge that gap. You want to have advocates, you want to have more customer support. Jason Lemkin: And if you’re billing monthly, it’s almost impossible to recuperate that. It’s really an existential challenge. But no, like 80% of the world buys based on brand.

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Scale Scaling Sales Hiring Enterprise 278

SaaStr

OCTOBER 31, 2019

Before I joined the venture capital industry many years ago, I was a software developer, and I worked for a startup around the 2000 time period. Now, I’m a venture capital investor. All right, so the answer is there are actually 61 a cloud unicorns, and we’ll flash them up. How long can this last?

Cloud 113

Cloud Scale AWS Artificial Intelligence 113

ChurnZero

SEPTEMBER 19, 2019

Teamwork Desk is helpdesk software that lets you put people first to improve your customers’ happiness. One central place to manage communications with transparency and accountability — helping you to deliver unforgettable customer support. For more information, visit churnzero.net.

Management 9

Management Venture Capital Customer Success Payment Features 9

SaaSHolic

FEBRUARY 6, 2023

Byron Deeter Byron is a Partner at Bessemer Venture Partners , one of the leading venture capital firms in the SaaS industry. Mamoon Hamid Founder and General Partner at Social+Capital Partnership, an early-stage venture capital firm. Scott Maxwell Scott has been a Venture Capitalist since 2000.

Venture Capital 40

Venture Capital SaaS Social Media Entrepreneurship 40

ChurnZero

JANUARY 18, 2024

A chief customer officer is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. The CCO role is relatively new compared to other C-suite titles.

Development Team Review 52

Development Team Review Technical Review Software Review Sales Hiring 52

Intercom, Inc.

SEPTEMBER 8, 2021

On the side, I do some stuff in the venture capital community, some scouting for a wonderful VC firm, Cowboy Ventures. I’m helping them think through their sales and go-to-market strategy, scouting for Cowboy Ventures, which is one of the best venture capital firms out there with an amazing, amazing team behind it.

Scale 118

Scale Sales Hiring Sales Recruiting Underperforming Technical Team 118

Outseta

DECEMBER 11, 2018

They couldn’t find any traction for their idea and were never able to acquire paying customers. They run out of money - maybe they raised venture capital or angel funding - but their burn rate outpaced revenue growth and unable to make payroll they’re forced to shut their doors.

Sales Hiring 63

Sales Hiring Venture Capital Social Media Software 63

ProfitWell

MAY 18, 2020

million in funding from venture capital firms and now has a market cap of $17.1 Identify your core mission and prospective customers. The TLDR: Subscription boxes are doing well because they provide an experience customers crave. Later the company went on to attract $263.8 So yes, you can launch a business right now.

Data 52

Data Sales Hiring Customer Lifetime Value Payment Features 52

Outseta

OCTOBER 31, 2018

Live chat tools come with the promise of completely changing your approach to marketing, of revolutionizing the way you deliver customer support, and there’s even companies like Swayed that are building live chat tools with the goal of replacing sales reps altogether.

Software Review 42

Software Review Technical Review Sales Hiring Venture Capital 42

Point Nine Land

OCTOBER 22, 2019

Another crucial aspect of Clio’s growth was the hiring of Catherine Hillier as the head of customer support. In order for the company to truly scale, it not only required systems to handle an increase in support tickets, but it also needed to enable customers to troubleshoot their own problems. “She

Technical Review 40

Technical Review Scale Sales Hiring Business 40

SaaSHolic

MAY 5, 2023

From Silicon Valley to Rio – The Globalization of Venture Capital Mathias Schilling , Co-founder & Managing Partner (Headline); Romero Rodrigues, Managing Partner (Headline); Artur Búrigo, Reporter (Folha de S. Sharing real use cases and teaching teams to use AI technologies can help people better understand their potential.

Technical Review 90

Technical Review VP of Engineering Development Team Review Software Review 90

SaaStr

MAY 31, 2019

Why does Parker believe it is fundamentally better to wait for as long as possible before hiring customer support? Why should engineers also be doing customer support? * Why should your engineers be heavily involved in the customer support hiring process? The first is customer support.

VP of Engineering 160

VP of Engineering Sales Hiring Scale Systems Review 160

SaaStr

JULY 12, 2022

I just raised that venture capital. Below $99, it starts to become basically customer support. We’re getting to traction, we’ve got a million?and?a?half, half, two million in revenue. It’s just like me after I raise that series B, series A, whatever it was. I got to get it done. I got this obligation.

Sales Hiring 291

Sales Hiring Part-Time VPE VP of Engineering Sales Recruiting 291

SaaSOptics

AUGUST 16, 2018

The problem these companies generally face is they’re sitting in a gap in the capital market. They may or may not be a fit for institutional venture capital yet. Maybe they’re bootstrapping and have no interest in venture capital. That capital is returned to us with some return. Excellent, great.

SaaS 40

SaaS Scale Sales Hiring Venture Capital 40

SaaSOptics

AUGUST 16, 2018

The problem these companies generally face is they’re sitting in a gap in the capital market. They may or may not be a fit for institutional venture capital yet. Maybe they’re bootstrapping and have no interest in venture capital. That capital is returned to us with some return. Excellent, great.

SaaS 40

SaaS Scale Sales Hiring Venture Capital 40

SaaSOptics

AUGUST 16, 2018

The problem these companies generally face is they’re sitting in a gap in the capital market. They may or may not be a fit for institutional venture capital yet. Maybe they’re bootstrapping and have no interest in venture capital. That capital is returned to us with some return. Excellent, great.

SaaS 40

SaaS Scale Sales Hiring Venture Capital 40

Intercom, Inc.

OCTOBER 29, 2020

I think there’s this dichotomy that people swing between bootstrapping versus venture capital. Fixing customer support. “We’ve realized just how broken customer support is today. And we’ve realized just how broken customer support is today.

Payment Solutions 209

Payment Solutions Payment Methods Underperforming Technical Team Sales Hiring 209

SaaStr

MAY 21, 2019

Carbon Black, DocuSign, SurveyMonkey, Tenable, Smartsheet, Dropbox; fantastic names that in aggregate, when you put together the three ways to buy stocks, public, IPOs, private venture capital dollars and then outright acquisitions. Last year was a record in terms of total combined capital by a large multiple.

Cloud 204

Cloud Scale Finance Retention 204

Sixteen Ventures

DECEMBER 31, 2019

In fact, it was in 2016 I started referring to it not as Customer Success, but as Customer Success-driven Growth, to bring to the forefront the fact that Customer Success is a growth driver; a growth engine. Customer Success is not just about retaining customers. Customer Success is not just a Department.

Customer Success 137

Customer Success SaaS Payments Payment Solutions Payment Services 137

Sales Hacker

MARCH 11, 2025

The GTM Podcast is available on any major directory, including: Apple Podcasts Spotify YouTube Cassie Young is a General Partner at Primary Venture Partners, a $1B AUM early-stage venture capital firm in New York that has backed category-defining companies such as Chief, Alma, K Health, Latch, Alloy, Dandy and Vestwell.

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Scale Technical Advisors Sales Hiring Technical Review 83