Intercom, Inc.

DECEMBER 8, 2020

This is where metrics can be invaluable, giving clarity on performance, and circumventing potential issues. But with so much data to consider, how can you define the help desk metrics that matter for your team? What are help desk metrics? Help desk metrics vs. KPIs. Ticket volume or total conversations.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

SaaStr

JANUARY 21, 2020

Justin Welsh, former SVP of Sales at PatientPop explains how he started in SaaS in 2009 as the second sales hire at Zocdoc. Justin used Sales Culture to grow a successful PatientPop team to 140 employees and 55 million in revenue. Justin Welsh | SVP Sales @ PatientPop. Want to see more content like this?

Sales Recruiting 331

Sales Recruiting Sales Hiring Scale Sales 331

Sales Hacker

JULY 15, 2020

Sales can be intimidating to newcomers. And unfortunately, there’s no surefire formula to succeed in sales. And unfortunately, there’s no surefire formula to succeed in sales. But we can share some of the habits the best salespeople in the business have developed to guide them to success. 17 Sales Habits.

Underperforming Technical Team 135

Underperforming Technical Team Development Sales Technical Review 135

SaaStr

JULY 10, 2021

So let’s take a look back to a deep dive with the CEOs on what they learned building their first senior teams: ———-. As a founder/CEO, building your first management team is something that you often lose sleep over. What makes you feel that you need to level up your management, set up your first management team?

Sales Hiring 258

Sales Hiring Underperforming Technical Team Development Team Review CTO Hire 258

Stax

MARCH 16, 2025

Key metrics include customer churn rate, revenue churn, and net revenue retention (NRR). Contact sales 2. This means having the right technology team in place, setting up ample customer support options, and ensuring that your team is available and trained to address software challenges when they occur.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

SaaStr

OCTOBER 24, 2022

Developers act, think, and behave differently than your average customer. As an API-first company, WorkOS focuses on selling primarily to developers. Doing Business with Developers. Developers haven’t typically been the buyers in enterprise software, so why should you build for developers?

Outsourced Development 207

Outsourced Development Underperforming Technical Team Development Part-Time VPE 207

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. The opportunity emerged out of a shift in how we practice sales. We had split into two distinct but complementary functions.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

SaaStr

DECEMBER 14, 2020

If you already have a few bigger deals under your belt, but most are smaller … a few higher-level suggestions: Hire a Very Good VP of Sales that has sold at your “high end” price point. More here: The 48 Types of VP Sales. The best way to make pos-initial sale land-and-expand happen organically is engaged, happy customers.

Scale 300

Scale Sales Hiring Underperforming Technical Team Point of Sale 300

SaaStr

JULY 20, 2021

The session that I’m talking about is basically about the board dynamic and about how to survive this valley of death and bring not just yourself and your team but your extended team, including your board, across that until you cross the $1 million mark, and then the $10 million mark and keep going beyond. There we go.

Underperforming Technical Team 246

Underperforming Technical Team Sales Hiring AWS Business Model 246

User Pilot

OCTOBER 19, 2024

Satisfaction in SaaS, therefore, isn’t simply about developing a nice product and launching it in the market. For instance, you can launch a CSAT survey after a customer interacts with your support team. For a broader measure of satisfaction, you’ll need to consider other customer success metrics. Userpilot review on G2.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

Intercom, Inc.

JUNE 1, 2021

Most support teams have seen an influx of support queries since COVID-19 hit – and those issues are more complex than ever. According to recent research, however, many teams aren’t sufficiently equipped to meet these new challenges. Challenge #1: Limited team bandwidth, resources, and budget.

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

SaaStr

JANUARY 12, 2023

Management teams must determine how to thrive in a downturn to position their businesses for profitable growth. The ‘Rule of 40’ is a valuable metric that can illustrate the degree of shift and what it means for companies fundraising and operating. However, management teams that pursued growth at all costs were punished severely.

Consulting 49

Consulting Underperforming Technical Team Management Marketing 49

Sales Hacker

DECEMBER 4, 2020

That’s what selling without a sales dashboard is like. But a sales dashboard is only useful if it’s done well. What is a Sales Dashboard? A sales dashboard gives your team a fast and efficient way to see all the data that is most important to doing their job effectively. Why Use a Sales Dashboard?

Underperforming Technical Team 136

Underperforming Technical Team Data Sales Metrics 136

SaaStr

JUNE 4, 2021

Pomel focused his session on: Making your SaaS startup customer-centric: Hw event marketing has helped him integrate his engineering and sales teams. How many of you guys’ product rely on the highly functioning engineering team? Helping the engineering teams run smoothly and being super productive thanks to mentoring.

Scale 311

Scale Underperforming Technical Team Sales Hiring Engineering 311

FastSpring

JANUARY 23, 2025

Listen for the full insights into: How Flippa.com works to connect for-sale businesses with buyers while managing the complexities of valuation and seller expectations. But if someone’s going to sell something for $250,000, it’s a highly emotional sale. And so you’ve got to get that right. We’re doing $2.5

Scale 116

Scale Entrepreneurship Scaling Underperforming Technical Team 116

SaaStr

OCTOBER 18, 2023

Datadog CMO Alex Rosemblat took the stage at SaaStr Annual 2023 to share how marketing teams can get more deals done with less budget. At the same time, they got more than 20% more marketing-qualified leads for their sales team. But it’s essential to see what’s going into the sales engine to begin with. The good news?

Sales Hiring 307

Sales Hiring Underperforming Technical Team Sales Engineering 307

SaaStr

NOVEMBER 23, 2022

The success of an executive team often depends as much on their interpersonal harmony as their professional expertise. How does a team establish rapport with one another? Algolia’s Bernadette Nixon (Chief Executive Officer) and Michelle Adams (Chief Revenue Officer) have spent the past few years developing this relational toolbox.

Underperforming Technical Team 306

Underperforming Technical Team Leadership Outsourced Development Finance 306

Baremetrics

NOVEMBER 2, 2021

Shopify is a huge opportunity for developers looking to expand into the micro-SaaS space. The Shopify App Store brings together Shopify app developers and Shopify shop owners for their mutual benefit. What is a business metric? Use Baremetrics to calculate business metrics for Shopify Apps 6. What is a business metric?

Payment Solutions 98

Payment Solutions Outsourced Development Underperforming Technical Team Metrics 98

Sales Hacker

AUGUST 7, 2024

He previously built the pre and post sales solutions team at mParticle from zero to supporting hundreds of enterprise customers. Should your sales engineers also implement the software? to be the sales engineer during the sales process and then stayed on with customer post sale to manage the implementation process.

Underperforming Technical Team 122

Underperforming Technical Team Technical Review Sales Hiring Scale 122

SaaStr

JANUARY 5, 2023

They can also help secure the data, reporting, process, and discipline a business need to evaluate progress so it can develop the accountability necessary to drive operational excellence. Fundamental metrics (like ARR, CAC Payback, or Burn Rate) will never stop being important; they’re industry standards for a reason. Customer Health.

Sales Hiring 49

Sales Hiring Acquisition Forecasting Outsourced Development 49

SaaStr

JULY 1, 2020

An open discussion with Sam Blond, CSO at Brex, and Kristen Habacht, VPS at Atlassian, about adjusting their sales process during Covid-19. Kristen Habacht runs EDR sales at Atlassian, which I got a check today, $40 billion-$50 billion company. She manages a huge global team. Four, people in the sale? Jason Lemkin: None.

Merchant Services 253

Merchant Services Scale Sales Recruiting Sales 253

SaaStr

JULY 25, 2021

They talked about product adoption, sales alignment, freemium models and lessons they have learned throughout their successful SaaS careers. As two CEO who love the art of sales and scaling, this one really was special. You can have the great product and a great team, but the market of small or very niche. Jyoti Bansal: Yeah.

Sales Recruiting 258

Sales Recruiting Sales Hiring Scale VP of Engineering 258

Intercom, Inc.

OCTOBER 15, 2020

In this episode, Bob and I chat about his new book Demand-Side Sales 101: Stop Selling and Help Your Customers Make Progress. What is it about sales that makes academia hesitant to teach it? Bob wondered where all the sales professors were and discovered that perhaps as a profession it required more art than science.

Sales Hiring 265

Sales Hiring Sales VP of Engineering Underperforming Technical Team 265

SaaStr

APRIL 14, 2023

Mistake #1: Viewing Investors Only As Capital As founders build a team, they focus on obtaining complementary skill sets. Of course, building great teams and finding product market fit is critical, but don’t forget about product investor fit. The “right time” for sales efficiency metrics is unique to the company.

Development Team Review 258

Development Team Review Technical Review Underperforming Technical Team SMB 258

SaaStr

APRIL 5, 2021

I bet the freemium metrics appeared good, with positive growth and solid conversion rates. Hmmmm … well, to me, that’s not a bad place to be once a space, a category, gets to $100m+. And at a sales perspective, they’ll move to optimizing revenue per lead, over closing every possibly lead.

Scale 293

Scale Sales Recruiting Underperforming Technical Team Pricing 293

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. Considering aspects of sales and GTM strategies. A good range for this hire might be between 2-8 sales reps. Enablement.

Sales Hiring 245

Sales Hiring Education Scale Strategy 245

SaaStr

JULY 1, 2021

The second is pulling more around values, and how we approached team building. Even as a three person team, we went through an exercise to figure out what do we stand for, as a team? Sam : This is not my insight, but someone else says… I really do believe it, that the team you build is the company you build.

VP of Engineering 286

VP of Engineering Sales Hiring Sales Recruiting Underperforming Technical Team 286

SaaStr

JANUARY 7, 2022

Have you ever had a sudden realization that you’re spending more on sales and marketing than research and development? If so, you aren’t alone –– the median enterprise SaaS company spends twice as much on sales and marketing than R&D. Use a mixture of long and short sales cycle tactics.

Sales Hiring 258

Sales Hiring Underperforming Technical Team Marketing Market Research 258

Intercom, Inc.

AUGUST 20, 2019

There’s been a lot of discussion around the role of SDRs in modern sales, and what’s changed about the role over the past decade. However, one thing that hasn’t changed is the following: almost every SDR’s goal is to be promoted into a closing sales role, usually as fast as possible. There are a few reasons behind this. Here’s why.

Sales Hiring 35

Sales Hiring Underperforming Technical Team Sales Headcount 35

User Pilot

NOVEMBER 7, 2024

Let’s review everything your customer success team has to do in the absence of any customer success tools. Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

Neil Patel

MARCH 2, 2021

Customer acquisition cost (CAC) is a metric that has been growing with the emergence of Internet companies and web-based advertising campaigns that can be tracked. In this environment, the CAC metric is used by both companies and investors. What the CAC Metric Means to You. The first company (Example 1) has a poor metric.

Acquisition 145

Acquisition Metrics Customer Lifetime Value Advertising 145

Sales Hacker

MARCH 25, 2021

First, how does the knowledge that Terry is married and loves eating Smarties help your reps make a sale? Our guess is that poor Polly from purchasing is gathering dust on a noticeboard in the canteen or buried somewhere deep in your internal network of folders. And second, where is Terry the tech exec now? Or Mary from marketing?

Scale 131

Scale Underperforming Technical Team Outsourcing Services Sales 131

Intercom, Inc.

FEBRUARY 5, 2019

Developing a sales strategy is one of the core activities every business will have to undertake. A well defined sales strategy is your path to meaningful, sustainable growth. When done correctly, your sales strategy will help your sales team execute with focus – SMB or enterprise, inbound or outbound, hunting or farming.

Scale 177

Scale Strategy Sales Underperforming Technical Team 177

Chart Mogul

JANUARY 9, 2025

So read on, and hopefully, your SaaS sales journey will be less about trial and error and more about steady progress toward success. Whats important to note is that each model targets a distinct customer persona and, therefore, has a unique approach to the customer journeyfrom brand awareness to sales and, ultimately, conversion.

Scale 52

Scale Sales Hiring Startup Sales Recruiting 52

SaaStr

JULY 15, 2022

Jason Lemkin: You certainly can hire a whole content team and build 10,000 pieces of content, but I will tell you what I have always seen work is one incredible piece a week. Jason Lemkin: I’ll answer it, but are you thinking more on sales or technology or broadly speaking in the question? That’s a great example.

Scale 286

Scale Outsourcing Services Sales Hiring VP of Engineering 286

SaaStr

MARCH 12, 2019

What is sales? What is sales? Isn’t sales really around customer value creation? Sales is not about revenue generation, it’s around customer value creation. Why are we so obsessed with sales being focused on revenue? Sales is first and foremost around customer value creation, revenue is an outcome.

Scale 265

Scale Sales Hiring Revenue VP of Engineering 265

Sales Hacker

MAY 20, 2021

You should approach this tactically with honed and consistent metrics. You need to measure and repeat so you and your sales team only put effort into promising prospects abroad. Develop a focused sales approach. You need to develop a buying persona for each stakeholder profile. What about size?

Scale 118

Scale Metrics Outsourcing Services Sales Recruiting 118