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Agile support: 9 principles to help your team provide personal support at scale

Intercom, Inc.

Agile principles can be a North Star for time-strapped support teams, helping them to keep the customer’s needs at the heart of their decisions so they can provide fast, personal support at scale. At WeTravel, we’ve implemented custom bots to capture leads and triage conversations for 24/7 support ”.

Scale 235
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Guru’s Rick Nucci on using automation to scale your customer experience

Intercom, Inc.

Rick started Guru in 2013, after successfully founding Boomi (a cloud integration and data management company) and selling it to Dell. He joined me for a conversation on tackling issues that come up as you scale your customer experience. When scaling your customer experience, remember AI can’t simulate human empathy.

Scale 156
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7 Lessons Helping Start Pardot, SalesLoft and Calendly (Video + Transcript)

SaaStr

I started a software company in college to make it easy to update websites called Content Management Software Now, and I had this idea for Pardot, I wanted to make it easy for marketers to run campaigns online and measure their results. Let’s be 50/50 co-founders and let’s start a company in the sales space.”

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What’s New at Greenhouse: $200M ARR, AI in the Real World, Going Big with PE, and More

SaaStr

Co-founder and CEO at Greenhouse, Daniel Chait, sits down with SaaStr CEO and Founder Jason Lemkin to share what’s new at Greenhouse, a successful recruiting software company at $200M in ARR today. Now, over the next decade, they need to think about other things their customers do in hiring that aren’t done well and could be scaled.

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A Look Back: “SaaS Metrics Masterclass: Key Business Metrics, Pricing Strategies and Billing Models with Stripe’s Head of France and Southern Europe, Guillaume Princen” (Video + Transcript)

SaaStr

Customer acquisition is basically how much do you spend in terms of sales people, sales team, and in terms of marketing to acquire a new customer. The key here is knowing what your sales model is. And there are basically two sales models out there. Kind of extreme sales models out there for SaaS businesses.

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The Top Tough Management Lessons – and Mistakes – from Founding a $3.8 Billion Market Leader (Video + Transcript)

SaaStr

We’re basically going to talk about the seven “people” things that nobody tells you when you scale a B2B company. The first thing is, and this is a little crazy, but recruitment is incredibly overrated. How many people out here spend more than a third of your time recruiting? Tough Management Lesson #1.

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PODCAST 129: The Keys to Building and Scaling a Company from Scratch with Vishal Sunak

Sales Hacker

Subscribe to the Sales Hacker Podcast. Keys to success when scaling a company [10:56]. Sales enablement is easy: all you have to do is create perfectly targeted content, stay informed on email best practices, drive more engagement quarter over quarter, spend less money, and do all of this with less time. We’re on iTunes.

Scale 120