SaaStr

DECEMBER 14, 2022

Yamini Rangan, CEO at HubSpot, has many insights on how to serve SMB customers at scale. The Challenge of Digital Expansion for SMB. When the shift began in 2020, everyone wrote off SMBs as unprepared for the necessary changes that lie ahead. The past few years have kicked off an unprecedented wave of digital expansion.

Scale 261

Scale SMB Scaling Innovation 261

SaaStr

APRIL 1, 2023

How To Capture This Global SMBTech Opportunity There is massive market opportunity to sell to SMB businesses. Efficient Go To Market There are a lot of ways to GTM as an SMB. The keys to customer success are: Onboarding Most small business owners aren’t super tech-savvy. One thing is for certain. That’s why patience is key.

Scale 245

Scale SMB Merchant Services Payment Methods 245

SaaStr

JANUARY 19, 2025

How to Build Go-to-Market Efficiency in SMB Sales with Owner.com CRO Kyle Norton Owner is perhaps the fastest-growing new player in SaaS for restaurants, automating everything from marketing to menus. It takes getting out in the field, and creating a ton of true value — before the sale. #2. How Kyle does it here: #3.

Scale 189

Scale Sales Hiring Scaling SMB 189

SaaStr

JULY 27, 2022

If a SaaS business hopes to win over the SMB market successfully, it will need a precise GTM approach. Founded in 2015, PayFit is a software company that empowers entrepreneurs and SMBs to digitize payroll and HR processes. Without an autonomous-first approach, you will miss out on many SMBs. Key Takeaways.

SMB 244

SMB Sales Hiring Scale B2C 244

SaaStr

SEPTEMBER 7, 2024

Automation and AI are critical in SMB Vertical SaaS … due to a lack of labor Automation and AI are less about efficiency in SMB vertical SaaS than simply dealing with a lack of labor. Onboarding has to be much slicker for SMBs. Toast had the luxury of taking years to build up a suite like this.

SaaS Payments 312

SaaS Payments Payments Payment Methods SMB 312

SaaStr

OCTOBER 21, 2023

Dear SaaStr: What is the average percentage of annual vs. monthly plan sold for a BtoB SaaS startup targeting the SMB market? 90% of Smartsheet’s SMB customers pay annually. Smartsheet wants them to, and pushes / forces them to, due to the work required in onboarding. 20%+- will pay annually to save money.

Data 282

Data SMB Payment Features Churn 282

SaaStr

JULY 20, 2022

While these aren’t great metrics if Weave was enterprise, they are still solid for SMBs. Many SMB SaaS companies struggle to hit 100% NRR and 80% GRR. But it then loses real money on onboarding, at -124% margins, and real money on hardware, at -183% margins. A fairly standard SMB price point.

SaaS Payments 284

SaaS Payments Scale Payment Methods SMB 284

SaaStr

MARCH 3, 2022

You can push as low as 3x for SMB deals if there are a ton of inbound leads. But that multiple is too low for bigger deals, especially if the cost of marketing, support, onboarding, etc. Divide those numbers by 3x-4x or so on the low end, 4x-5x on the high end, and you back into a market-correct OTE.

Scale 293

Scale SMB SaaS Onboarding 293

SaaStr

JULY 1, 2024

Right now, you may have 3-4-stage sales processes that work for SMB customers. Hopefully, you’ve built a partnership ecosystem for SMB customers, but it’s probably a completely different strategy for what you need to go upmarket for a couple of reasons. So, find sellers inside your sales org who can at least get you started.

Sales Hiring 300

Sales Hiring Scale SMB compliance 300

SaaStr

OCTOBER 25, 2023

Leveling Up PLG to Accelerate SMB Customers, Including More Attention to Onboarding I love seeing this, it can seem hard to invest heavily in small customers, but if you don’t especially invest in onboarding, that’s a big shame.

SMB 293

SMB AI Onboarding Cloud 293

SaaStr

FEBRUARY 8, 2022

Waze sales executives Fernando Belfort , Head of SMB Sales, and Kendra Wrightson , Head of Sales Enablement, discuss optimizing sales processes for four essential data points: value, variety, volume, and velocity. You’re not the only SMB asking this question as you navigate perpetual pitches, closing clients, and growth. .

Scale 292

Scale Sales Hiring Compensation Sales 292

SaaStr

APRIL 10, 2023

Others may seek to corner the SMB market. Zendesk knew that they could risk selling to startups like any other SMB, so that was the problem they set out to solve. Durham says, “We are judging ourselves in how we treat startups differently from an average SMB. However, what many businesses may overlook is the startup segment.

Startup 271

Startup Scale SMB Venture Capital 271

SaaStr

NOVEMBER 6, 2022

Which can and indeed usually should include onboarding, training, follow-up, and often, a full-time admin of your product on the customer side. Most SMB SaaS apps are really ERP 2.0 But it ain’t an Instagram-like deployment, even in an SMB. 10 minutes max. And that’s a good thing, at least, 8.5 times out of 10.

Business 284

Business B2C SMB Customer Success 284

SaaStr

FEBRUARY 14, 2024

One thing that has positively changed for customer success, especially for the SMB-focused, is far larger onboarding teams. This is great news because onboarding is one of the best ways to bring down churn for SMBs. The Main Focus for CS Teams This Year The main focus this year is onboarding, then adoption.

Customer Success 299

Customer Success Sales Hiring Scale Headcount 299

Sales Hacker

FEBRUARY 14, 2022

They sit around a table and share actionable insights about their company’s transition from SMB to enterprise sales. . There’s one nightmare scenario every company wants to avoid when they make the transition from SMB to Enterprise. Pivoted away from having CSMs for SMB, replacing it with a support team to close tickets faster.

SMB 108

SMB Enterprise Scale Outbound Sales Team 108

SaaStr

SEPTEMBER 7, 2023

Put together a strong onboarding team. At least 90% at a base case onboarding in 30 days, ideally much faster if you sell to SMBs. Klaviyo for example hits 90% activation in 30 days even with 100,000+ SMB customers and $600m in ARR. You might not want to do this, but you have to. And they’ll be much more likely to churn.

Sales Hiring 293

Sales Hiring SaaS SMB Churn 293

SaaStr

JANUARY 21, 2020

It’s an SMB SaaS company in the healthcare technology vertical. My velocity lane, PatientPop’s SMB SaaS, eight units a month, $13,500 contract. If you’re an SMB SaaS business, I would recommend hiring SMB SaaS salespeople. We give them an onboarding buddy. Hey everyone, is this thing on.

Sales Recruiting 332

Sales Recruiting Sales Hiring Scale Sales 332

Sales Hacker

JANUARY 9, 2023

My first day in B2B sales, I onboarded with an account executive who was part of my new company’s enterprise sales team. Related: How to Transition from SMB to Enterprise: Tips from 3 Experts. SMB, mid-market, and enterprise defined. SMB, mid-market, and enterprise defined. Selling to SMB. Table of contents.

SMB 104

SMB Scale Enterprise Sales 104

SaaStr

MARCH 19, 2021

Going upmarket has shifted how we do business — from how we approach sales to onboarding and retention. Unlike our SMB customers, midsize businesses tend to have multiple key decision makers, including finance, product, IT, security and legal. Sales motion, account management and customer experience.

Scale 284

Scale Business Finance compliance 284

SaaStr

JANUARY 12, 2022

Another top mistake SMB folks make trying to sell enterprise. This sounds so basic, but again it often isn’t, especially if you are using less experienced and/or SMB trained sales reps to sell into the enterprise. “Have better Onboarding.” Improve your onboarding this year. ” — Vinish Garg.

CTO Hire 325

CTO Hire Sales Hiring New CTO CTO 325

SaaStr

OCTOBER 30, 2021

Their CEO will join us at SaaSr Scale 2021 on December 15 to talk about using data to get to 10,000 SMB customers! I asked Aasif Osmany to share his learnings as a top-performing SMB VP of Sales, below. My personal objective was simple, learn as much about SMB SaaS as I could and move on to another company to continue learning.

Scale 284

Scale Sales Hiring Sales SMB 284

SaaStr

AUGUST 8, 2019

The first step in success with SMB clients is to recognize that it’s not a one size fits all scenario. Companies need a specialized approach for SMB accounts, different than the tactics used for Enterprise. I’m very happy to talk about SMB sales today because if you think about it, healthcare is a very nice economic sector.

Sales Recruiting 125

Sales Recruiting SMB Scale Sales Hiring 125

SaaStr

AUGUST 16, 2023

They’ve made efficiencies across the board, but they still lose money on the Toast restaurant hardware, and on getting new restaurants onboarded. your customers from word-of-mouth is traditionally the way to get the tougher unit economics of SMB software to work. This is the challenge in Toast’s model. Getting a lot of.

SMB 245

SMB Scaling Onboarding Software 245

SaaStr

JUNE 23, 2021

I’m basically an SMB these days. Helps you think about how to onboard it and use, and mold it to your use case. I lose patience here and move to a vendor I can just deploy without being forced to talk to an SDR that just wants to force me to get on the phone and screen me but doesn’t get me going now. Yes, sales has to close.

Scale 270

Scale Sales Hiring Sales SMB 270

SaaStr

OCTOBER 3, 2023

Finding product market fit Moving from SMB to Enterprise or vice versa Achieving Enterprise repeatability Strategic expansion Borland has experienced all four stages at three different companies and knows what teams and functions look like for each stage of growth.

Enterprise 291

Enterprise B2B Scale SMB 291

SaaStr

AUGUST 8, 2019

The first step in success with SMB clients is to recognize that it’s not a one size fits all scenario. Companies need a specialized approach for SMB accounts, different than the tactics used for Enterprise. I’m very happy to talk about SMB sales today because if you think about it, healthcare is a very nice economic sector.

Sales Recruiting 111

Sales Recruiting SMB Scale Sales Hiring 111

SaaStr

FEBRUARY 18, 2021

Freemium forces you to have better onboarding and a slicker, easier-to-use product. In VSB or SMB business apps, you can get to one million paying customers — but you really, really need something broad-based to get there. Freemium is great. Freemium is the way you and I like to try and often buy. Enough not to churn.

Business Model 293

Business Model Scale Business PayPal 293

SaaStr

FEBRUARY 20, 2023

A great example is Pleo’s SMB customer base, which was initially wholly dependent on communicating with sales reps for their needs. They are now almost 100% self-reliant and can successfully onboard themselves without additional hand-holding. Top takeaways Break down barriers to build trust and empathy for customers and employees.

Management 246

Management SMB Communication Sales 246

SaaStr

MAY 5, 2022

And with even more scale, determining whether to sell upstream (enterprise) or downstream (SMB) might prove challenging. With more maturity, some of these decisions can be related to the product and require you to consider which products are offered to make the most sense for different customer segments.

Scale 246

Scale Sales Hiring Scaling Sales 246

SaaStr

DECEMBER 22, 2023

CAC payback leads to: Spending less time on leads Reps who can attain higher quota A shallower trough to dig yourself out of Conversely, if what you’re doing isn’t solving real customer pain, you’ll have to spend a lot more resources to onboard each customer. It ended up making the product better for everyone.

Scale 306

Scale Scaling Strategy Sales Hiring 306

Intercom, Inc.

SEPTEMBER 11, 2019

Katie Mueller, SMB Account Executive (San Francisco): “Build relationships with your customers! Kate O’Hanlon, SMB Account Executive (Dublin): “Feedback is a gift. Although it’s not always easy to digest, you’ll identify improvement areas and, when taken onboard, you’ll grow as a sales professional.”

Sales Hiring 33

Sales Hiring SMB Sales Sales Enablement 33

SaaStr

DECEMBER 20, 2023

So to serve both segments at the simultaneously, ZoomInfo has been rolling out a Product-led sales motion, that gives the ability for an SMB customer to sign up directly on their website for a free trial and grow into a paid customer, without ever having to talk to an sales rep or go through a demo process. What technologies do they use?

New CTO 312

New CTO Scale Sales Hiring CTO Hire 312

SaaStr

SEPTEMBER 14, 2023

Founders at this stage have a choice… Get overwhelmed by managing another three reps Put together a formal training program for someone to train SDRs and AE for the first 30-60 days, pair them with a leader, have them do sales calls together, onboard them yourself, etc. They Won’t Train Themselves. All in all, you need a VP of Sales.

Outsourcing Services 285

Outsourcing Services Sales Hiring Scale Sales Recruiting 285

SaaStr

FEBRUARY 9, 2024

They had been building toward an SMB audience, so hiring 50 people in sales against a product that wasn’t ready for a specific audience would’ve been a mistake. The front end is executing the key tactics for growth, like your website, product onboarding, and human interactions (when the user wants/ needs it).

Scale 317

Scale Sales Hiring Sales Marketing 317

SaaStr

JUNE 1, 2021

The other thing that dropped our odds of success was the fact that we were focused on small business, on the SMB market, and everyone we talked to, literally everyone. Do not…,” and the reason is no one hardly ever has succeeded in building a big business in SMB. I’m paraphrasing… [laughter].

Part-Time VPE 290

Part-Time VPE Technical Cofounder CTO Hire New CTO 290

SaaStr

APRIL 5, 2024

They want to know how quickly they can book a meeting or generate pipeline, not waste 3 weeks onboarding to a new sales tool. It needed to be accessible and easy for end users, and for Apollo, that meant a hyperfocus on accessibility for SMBs. So Apollo users can be free forever at the SMB scale and still gain value from the platform.

Sales Hiring 235

Sales Hiring Scale Pricing SMB 235

Sales Hacker

APRIL 15, 2019

He also gives us a framework for how to move upmarket, and the requirements for taking a company from the SMB space all the way to the enterprise. Strategies for moving upmarket, and how to transition from SMB to enterprise. Strategies for moving upmarket, and how to transition from SMB to enterprise. What You’ll Learn.

SMB 71

SMB Enterprise Scale VP of Engineering 71