Intercom, Inc.

NOVEMBER 30, 2021

But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Download The Ultimate Modern Support Tech Stack guide. Is your tech stack ready?

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

SaaStr

MARCH 18, 2025

This practical, observable metric drove more decision-making than sophisticated dashboards or forecasting models. ” This wasn’t just for major deals or quarterly business reviews – it was a fundamental operating principle that persisted “from day one to day one thousand.”

Scale 185

Scale Sales Hiring Scaling Headcount 185

SaaStr

NOVEMBER 15, 2022

Metrics are the key to evaluating success and setting goals, but not every SaaS business should orient itself around the same one-size-fits-all numbers. This flexible mindset creates just the right conditions for embracing evolving business models and new metrics. The Metric Monolith: The Rise and Fall.

Metrics 272

Metrics Machine Learning Artificial Intelligence Technical Review 272

TechEmpower SaaS

JULY 24, 2023

At TechEmpower, we frequently talk to startup founders, CEOs, product leaders, and other innovators about their next big tech initiative. After all, that’s what tech innovation is all about. What are your key Startup Metrics ? Do you have a custom algorithm or other technology? Is anyone working with you on this?

Innovation 780

Innovation Development CTO Hire Technical Review 780

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

Buffer Resources

JULY 18, 2024

It tells you exactly how fast it takes to load the site according to different metrics and suggests areas for improvement. If you have access to a paid Ahrefs account, you’ll also be able to see important keyword metrics like search volume, CPC, and keyword difficulty within the SERPs.

Technical Review 119

Technical Review Software Review Mobile Engineering 119

User Pilot

OCTOBER 19, 2024

It is tailored for product teams who need to send NPS surveys inside their app and analyze it without technical expertise. 3 Delighted for e-commerce, tech, and non-profit teams Creating NPS surveys with Delighted. So they make it easier to send these surveys and get more responses.

Software Review 105

Software Review Technical Review Software B2C 105

SaaStr

SEPTEMBER 29, 2022

Product-led growth (PLG) is the consumerization of software—a strategy B2B software companies can learn from growth teams at successful consumer tech companies. . Stage 2 Capital’s Co-Founder and Managing Director, Mark Roberge, breaks down what a consumer tech growth team looks like and how they operate. Free user acquisition.

Technical Review 284

Technical Review Technical Advisors Scale Compensation 284

Stax

MARCH 16, 2025

Key metrics include customer churn rate, revenue churn, and net revenue retention (NRR). Even if you believe your technology is easy to set up and use, it may not be for the average person. Your software has bugs Product bugs and software issues are bound to happen when youre using any kind of technology platform.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

SaaStr

APRIL 30, 2022

Check out this 2018 Europa session with Guillaume Princen, Head of France and Southern Europe @ Stripe, where he talks about the metrics you need to be focused on in your startup. If you don’t have the time to watch the whole session, here are the main metrics you should be mindful of. MRR, obviously. We talked about churn.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246

SaaStr

NOVEMBER 1, 2019

David’s successful exits as an investor at Matrix include HubSpot, JBoss, AppIQ, Tabblo, Netezza, Diligent Technologies, CloudSwitch, TribeHR, GrabCAD, OpenSpan, and Enservio. Why are metrics so important? #3: If that was not enough, Steve also sat on the Technical Advisory Board at Box for over 3 years. Episode No.

Technical Review 205

Technical Review Development Team Review Software Review Scale 205

User Pilot

NOVEMBER 17, 2024

It also draws out the process by requiring time-consuming agreement on needs and strict protocols, like QA reviews. Often due to analysis paralysis , overwhelming amounts of information, or a lack of clear insights that drive product decisions. Think about Apu, the ever-diligent Kwik-E-Mart owner. But why bother fixing it?

Software Review 93

Software Review Technical Review Development Team Review Data 93

SaaStr

MARCH 12, 2024

You have to be able to pass a technical review, do or build what you said you would, and pass diligence on usage and revenue. 2 Hit Your Metrics Another thing is milestones. Hit your metrics. People lie about usage and revenue, which leads to a failed acquisition. #2 You won’t get a full payout unless you do.

Software Review 273

Software Review Technical Review Acquisition Scale 273

SaaStr

JUNE 5, 2020

Carlota Perez argues in her book Technological Revolutions and Financial Capital that in the early days of a “golden age”, financial capital is necessary to fuel new technology innovation. . Once that technology is better understood, production capital moves in to drive mainstream adoption of the technology. .

Venture Capital 297

Venture Capital Technical Review Scale SaaS 297

Intercom, Inc.

JUNE 8, 2021

According to one Microsoft Global State of Customer Service report , 90% of consumers surveyed said that customer service is an important factor in their choice of, and loyalty to, a brand, while nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Enhanced customer satisfaction (58%).

Technical Review 222

Technical Review Underperforming Technical Team Customer Support Marketplace as a Service 222

SaaStr

MAY 17, 2024

What Metrics Matter Most for Your Roadmap As you put your roadmap together, what should you look at? What metrics and outcomes matter most? So, when looking at metrics for success, you have to look at what’s driving the business forward. You’re optimizing for a metric or outcome. Each product will look different.

Scale 299

Scale Technical Review Sales Hiring Artificial Intelligence 299

SaaStr

MARCH 27, 2023

Most of the app sales and net retention comes from deploying software and tech-driven features that have 100% gross margin. In 2022, investor due diligence is back, and you will get challenged on those assumptions more than you ever have. Profitability has eclipsed growth as the primary set of metrics that investors care about.

SaaS Payments 246

SaaS Payments Technical Review Software Review Venture Capital 246

SaaStr

MAY 24, 2024

Lemkin emphasizes the need to hire “Pirates and Romantics,” passionate and quirky individuals who are dedicated to the company’s mission, in contrast to the majority of job workers in the tech industry. Misalignment between sales and marketing can lead to conflicts over metrics and credit.

Sales Hiring 293

Sales Hiring Outsourcing Services Technical Review Scale 293

SaaStr

DECEMBER 25, 2020

Things start off looking bleak, with SaaStr Annual 2020 the first big tech event to be postponed due to Covid. And then we all plunged into what looked like a big tech recession — at first. Well 2020 was certainly an interesting year for SaaStr. But that lasted just a few weeks, really.

Technical Review 301

Technical Review Cloud Enterprise Engineering 301

SaaStr

APRIL 20, 2024

AI in Sales and Marketing AI is disrupting sales and marketing, particularly in support and SDR /BDR functions, due to the shortage of skilled workers and the potential for increased efficiency and cost savings. Will AI let ICs do more, with fewer managers? And so much more! Give it a listen / watch!

Sales Hiring 301

Sales Hiring Startup Marketing Technical Review 301

Intercom, Inc.

OCTOBER 8, 2020

As Kristen says: She predicts that this strategy of letting the product guide the sales process is the future of tech: “I think that’s where a lot of the future of sales and tech in general is going to go to some extent, which is to really let the product guide the people. Crowning the customer.

Scale 205

Scale Sales Hiring Software Review Technical Review 205

Sales Hacker

FEBRUARY 7, 2025

Early customers are often innovators and tech enthusiasts willing to try new solutions, even if the product is incomplete or buggy. Value Alignment: Pricing starts to align with the value customers perceive, often measured in metrics such as usage, number of seats, or specific features.

Pricing 112

Pricing Scale SaaS Technical Review 112

User Pilot

DECEMBER 31, 2024

A quick look into Userpilot In a nutshell, Userpilot is an all-in-one product growth platform that enables businesses to increase product metrics at every stage of the user journey. Custom dashboards to track key metrics at a glance. According to user review platforms, their plans start at $7,000/year. Pendo vs. Userpilot.

Technical Review 105

Technical Review Underperforming Technical Team Software Review Onboarding 105

SaaStr

JANUARY 6, 2021

Airtable is a low code, bottoms-up business which means that its users don’t have to be in IT or have a technical background in order to build useful internal databases within Airtable. The bottoms-up philosophy is highly efficient because the unit economics are going to look awesome due to thousands of organic sign-ups every day.

Scale 276

Scale Software Review Scaling Sales Hiring 276

SaaStr

NOVEMBER 4, 2021

The SaaS “Rule of 40” has gained popularity due to its simplicity, requiring only two common financial metrics to be added together. Ultimately, the “Rule of 40” is ONLY a metric. In my experience, any competent board would view a CEO or CFO that passes on 46% ROI projects as far too conservative.

SaaS 317

SaaS Technical Review Benchmarks Azure 317

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Proactively identify and address customer pain points, challenges, and technical issues.

Technical Review 52

Technical Review Sales Recruiting Customer Success Sales Hiring 52

SaaStr

JUNE 17, 2023

SaaS businesses were forced to adapt quickly or risk being left behind as consumer behaviors shifted dramatically due to lockdowns and social distancing measures. Analyze operations to identify inefficiencies and leverage technology for automation. It wasn’t luck – it was strategic planning and execution.

Venture Capital 272

Venture Capital Scale Technical Review Software Review 272

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. G2 rating : 4.4

Customer Success 105

Customer Success Enterprise Software Review Startup 105

Intercom, Inc.

JUNE 1, 2021

And although 69% of respondents say that personalized support experiences are the key to building strong customer relationships, less than half believe that they can deliver those personalized support experiences at scale with their current tech stack. Make sure that they integrate seamlessly to create a tech stack that works harder for you.

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

FastSpring

JANUARY 23, 2025

And the biggest difference between the two of those statements is one, low value to sort of medium and high value, and then two, the actual service layer built into the technology underneath the hood. And when you’re doing the due diligence, there’s only so many assets within a YouTube channel you need to assess.

Scale 119

Scale Entrepreneurship Scaling Underperforming Technical Team 119

SaaStr

JANUARY 16, 2021

So after a crazy 2020 — including being the first major SaaS event to be cancelled due to Covid in March — SaaStr is stronger than ever. But — you have to be very tech savvy. Job #1 is managing our tech stack here. Fund: – Assoc/VP (know SaaStr cold, 1+ ys investing). Our podcast is up, we’ve crossed 1.2m

Technical Review 291

Technical Review Social Media Software Review Cloud 291

SaaStr

JANUARY 10, 2024

” So you cut corners, skip a few steps, and maybe aren’t as diligent on the candidate as you should be if you had more time. ” Mistake #3: Setting the Wrong Metrics and Goals Ryan at Okta made the wrong choice on short-term metrics and led his team in the wrong direction as CMO. That’s the thing.”

Sales Hiring 306

Sales Hiring Scale Technical Review Leadership 306

SaaStr

MARCH 1, 2024

Meta has leveraged incredible tech, primarily for their ad model and monetizing in a material way over the last 7-8 years, and also their feed and content model. If you’ve tried to sell to a law firm, you know it can be challenging to get through legal review. If you’re a startup, you’d have a hard time getting through legal review.

Generative AI 293

Generative AI Outsourcing Services AI Software Review 293

Andreessen Horowitz

FEBRUARY 13, 2024

In this confidential deck, consider providing as much information as possible to accelerate the diligence process, including details about any underlying technical platform, your intended near-term pipeline targets and substantive program-specific data (e.g., It can also save you from repeatedly answering the same diligence questions!

Development Team Review 125

Development Team Review Technical Review Finance Systems Review 125

SaaStr

SEPTEMBER 12, 2023

Tie compensation to these metrics to incentivize performance. The company will likely need 1 Sales Engineer for every 8-10 sales reps to support the technical side. • SaaS prices are not usually lower due to competition from developing countries. NPS is A Great Core Metric. Even if you don’t want to. I Was Wrong.

Sales Hiring 284

Sales Hiring Technical Advisors Compensation Outsourced Development 284

SaaStr

NOVEMBER 28, 2022

Before we get into the dynamics of alignment, let’s briefly review the evolution of SaaS. As SaaS businesses expand, we are seeing more technology, business acquisitions, and inorganic growth. The people, processes, and technology within a business must all be on the same page. Align on success metrics. Prakash Raina.

Scale 246

Scale Finance Sales Hiring Scaling 246

How To Buy Saas

DECEMBER 20, 2024

Reviewing KPIs: KPIs or Key Performance Indicators are important for SaaS businesses. These metrics include monthly recurring revenue (MRR), customer acquisition cost, churn rate, customer lifetime value, etc. These metrics include monthly recurring revenue (MRR), customer acquisition cost, churn rate, customer lifetime value, etc.

Payment Services 52

Payment Services SaaS Payments Payment Solutions Payment Features 52