Intercom, Inc.
JUNE 10, 2020
I hope this post allows people and teams to safely talk about Product Judgment. If you ever had to face a Manager, Director or Exec as they make bad product decisions and you’re struggling to persuade them otherwise, this post will help you. It takes years to build, and therefore ranges from very weak to very strong.
ChurnZero
SEPTEMBER 8, 2022
Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. Customer education was designed with CSMs in mind to automate their repetitive processes and create a way for customers to self-serve their basic needs so that CSMs can do their jobs better. How CSMs play a role in customer education.
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SaaStr
APRIL 5, 2023
A bad experience with a revenue operations leader might taint your view of the position at all future companies, but that would be a mistake, as CRO Confidential podcast host Sam Blond learned first-hand. These leaders act as partners and build out a strong team. Not every leader is created equally.
SaaStr
FEBRUARY 16, 2022
As companies begin to succeed, they sometimes develop a tunnel vision towards the customers who have brought them their success. If you don’t work to keep your knowledge of the market fresh and current, you may be left with a narrow view that will inevitably catch your sales and product teams flat-footed. Verify product-user fit.
Intercom, Inc.
JUNE 15, 2022
Product teams often fall into the trap of spending most of their time on the core functionality of the products they’re building. Without an accessible onboarding process , customers may never reach the stage where they can use the game-changing features your team has worked so hard to build, making outcomes difficult to achieve.
Intercom, Inc.
AUGUST 11, 2020
They equate “white” with “good” and “black” with “bad.”. So Sam wrote an open letter to our Research & Development department at Intercom, stating what the problem was with these terms and that we needed to address them immediately. This was going to be a team effort. How we rethought our terminology.
SaaStr
OCTOBER 30, 2021
I considered the four companies and chose Gorgias based on my experience with their team during the interview process. When I first joined the Gorgias team, there were two founders, two engineers, and myself as the first non-technical hire. Additionally, a high close rate means you are able to run your team with greater efficiency.
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