Intercom, Inc.

OCTOBER 13, 2020

ML products also require us to manage relatively large technology risks – this is an area where, unlike in most other product development, technical limitations might render the entire design impossible. Resolution Bot is a product that automatically answers the repetitive questions faced by customer support teams. Key takeaways.

Artificial Intelligence 281

Artificial Intelligence Machine Learning Underperforming Technical Team Development 281

SaaStr

SEPTEMBER 24, 2020

No metrics dashboards. Learn about your investors previous bad investments (this could determine your fate!). #2 Have real KPI and real metrics. Causes: Weak previous relationship. 5 Slow product development. No metrics. Bad co-founder relationships. Discouraged or disengaged engineering team.

Underperforming Technical Team 240

Underperforming Technical Team Startup Engineering Retention 240

Stax

MARCH 16, 2025

Key metrics include customer churn rate, revenue churn, and net revenue retention (NRR). 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. Looking to measure churn?

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

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 264

Sales Hiring Underperforming Technical Team Development Team Review CTO Hire 264

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 214

Outsourced Development Underperforming Technical Team Development Part-Time VPE 214

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

SaaStr

MARCH 30, 2024

Then, you’ll have enough folks and experience to put a small team on a new initiative / segment / market. Micromanaging Your First (and Second) Management Team. Bad operational model / misunderstanding the burn rate. NPS is A Great Core Metric. Leave the pipedreams for $100m in ARR. The “I Give Up” VP Hire.

Scaling 306

Scaling Revenue Underperforming Technical Team Market Segmentation 306

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

NOVEMBER 26, 2019

sales team. I did all sorts of things there from sales, to project management, to running the engineering team, hiring. This is where I got my chops in growing and scaling enterprise sales teams. We have team selling here that extends beyond the sales team. Want to see more content like this? FULL TRANSCRIPT BELOW.

Scale 295

Scale Sales Hiring Underperforming Technical Team Sales 295

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

SaaStr

DECEMBER 14, 2020

More on that here: The $2 Million Dollar Man/Woman: How to Think About Scaling Your Customer Success Team. More on that here: Two SaaS Metrics That Actually Don’t Matter That Much: Absolute Churn and Sales Cycles. Now some bonus tips: Build an enterprise-only sales team. You need human beings to do this. A lot more.

Scale 312

Scale Sales Hiring Underperforming Technical Team Point of Sale 312

SaaStr

NOVEMBER 25, 2023

The underperformers who aren’t putting in the effort get a conversation, and if things don’t change, it’s not a good fit. Jameson and Sam also recommend that across the org: sales, marketing and CS — the early and sooner you can get the entire team re-focused on creating their own pipeline, the better. Guess what?

Sales Hiring 287

Sales Hiring Underperforming Technical Team Revenue Sales 287

Intercom, Inc.

JUNE 14, 2018

Looking for an example of a happy, high performing product team? I hosted Laura on our podcast to learn everything from why assembling a great product team is like pulling off a heist, to tips for improving collaboration and marrying business needs with user goals. Laura: Metrics one of thing people often ask about.

VP of Engineering 190

VP of Engineering Underperforming Technical Team CTO Coach New CTO 190

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 321

Scale Underperforming Technical Team Sales Hiring Engineering 321

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

SaaStr

NOVEMBER 9, 2022

Developing a product that solves a customer’s pain point provides a sense of pride and can drive the positive, emotional moment of awe that retains customers for the long haul. If the metrics are heading in the wrong direction, slow down. That doesn’t make them bad people. Business model. The same goes for your investors.

Underperforming Technical Team 49

Underperforming Technical Team Business Scale Business Model 49

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 317

Underperforming Technical Team Leadership Outsourced Development Finance 317

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. Is there a lot of internal or customer work that needs to be done or managed by your team? While mParticle has a killer, commercially focused CS team, inertia affected the team as well early on.

Underperforming Technical Team 122

Underperforming Technical Team Technical Review Sales Hiring Scale 122

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 299

VP of Engineering Sales Hiring Sales Recruiting Underperforming Technical Team 299

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. There are two things that help me analyze data: metrics and filters. .

Scale 290

Scale Sales Hiring Sales SMB 290

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.

Sales Hiring 49

Sales Hiring Acquisition Forecasting Outsourced Development 49

Intercom, Inc.

JANUARY 5, 2021

” The secret to shipping successful product, then, is clearly defining for your team the problem that you’re setting out to solve. A great problem statement supercharges product development. It inspires and guides your design team, it makes evaluation simple, and it creates direction for scoping and iteration.

Transportation 279

Transportation Travel Underperforming Technical Team Finance 279

FastSpring

JANUARY 23, 2025

If they’re buying a SaaS asset, they tend to know the metrics that matter to them. And therefore, we try to educate founders as best we can as to the metrics that matter. And so the metrics that matter to a SaaS business, we would highly encourage most SaaS business owners. We’re doing $2.5 million ARR.

Scale 109

Scale Entrepreneurship Scaling Underperforming Technical Team 109

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. Where Pendo falls short Steep learning curve: Installation is complex, requiring developer assistance.

Technical Review 105

Technical Review Underperforming Technical Team Software Review Onboarding 105

ChurnZero

OCTOBER 25, 2024

There are so many questions to answer when considering how to scale a customer success team. What about team leads? When do I split my one team into two teams? How do I split one team into two? And I know you want to scale your customer success team in the right way. I know it’s a lot of pressure.

Scale 52

Scale Underperforming Technical Team Customer Success Scaling 52

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. To do the first, we had to hire, train, and write a playbook – the building blocks of any team. Relentlessly measure impact.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

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. In the pre-2023 column, the team produces 1,000 qualified leads per month. The good news?

Sales Hiring 317

Sales Hiring Underperforming Technical Team Engineering Sales 317

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. Absolutely.

Development Team Review 264

Development Team Review Technical Review Underperforming Technical Team SMB 264

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+. With less capital and a tighter team … you won’t be able to spend as much on marketing. You’ll Have to Be Scrappier.

Scale 294

Scale Sales Recruiting Underperforming Technical Team Pricing 294

SaaStr

JULY 25, 2021

You can have the great product and a great team, but the market of small or very niche. The second one is the team, obviously depending on how earlier the team has a huge factor because you may be so early in your journey that there’s nothing else to point to, but the track record of the team. Jyoti Bansal: Yeah.

Sales Recruiting 264

Sales Recruiting Sales Hiring Scale VP of Engineering 264

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

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. Lay the groundwork for metrics that tell you what success looks like.

Sales Hiring 245

Sales Hiring Education Scale Strategy 245

SaaStr

JANUARY 7, 2022

Have you ever had a sudden realization that you’re spending more on sales and marketing than research and development? When it comes to marketing, executives can grow frustrated or intimidated by the sheer volume of numbers and metrics, ill-defined terminology, unclear processes, and potential conflict between sales and marketing teams.

Sales Hiring 264

Sales Hiring Underperforming Technical Team Marketing Market Research 264

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

User Pilot

APRIL 22, 2024

Specify the metrics to track. Extract feature development insights. Involve cross-functional collaboration with the sales team, product team, engineering, and other relevant stakeholders. Your objectives will inform your approach and the metrics to track. Usability features. Power features. Niche features.

Underperforming Technical Team 105

Underperforming Technical Team Software Review User Experience Retention 105

Sales Hacker

DECEMBER 4, 2020

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. Most customer relationship management (CRM) tools have the built-in ability to create dashboards for your team. 1 Decide What Metrics Matter. What is a Sales Dashboard? Who is the dashboard for?

Underperforming Technical Team 136

Underperforming Technical Team Data Sales Metrics 136

Intercom, Inc.

JULY 2, 2020

But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers. Support teams exist to solve customers’ problems, not to deflect them or find the fastest way to hit the “close” button. The evolution of customer support. Customers] just want to use the solution.

Outsourcing Services 253

Outsourcing Services Investment Underperforming Technical Team Outsourced Development 253