Intercom, Inc.

DECEMBER 13, 2018

It’s easy to connect the dots between mission and product when you consider the social media behemoth’s more than 2 billion worldwide users. But as the college-dorm-room startup matures, there’s a fascinating twist to be found in the way it applies its new mission to Workplace, a B2B startup within the (former) startup.

Pharmaceutical 151

Pharmaceutical Start-ups Gaming Sales 151

Zendesk

MARCH 23, 2023

Mike Knoop once maintained that software integrations, the bedrock of his startup, aren’t that exciting. But fans of that startup, Zapier, shouting his name and high-fiving him at conferences, suggested otherwise. Product-market fit is like pushing a boulder up a hill, Knoop says.

Engineering 52

Engineering Technology Technology 52

Intercom, Inc.

FEBRUARY 26, 2018

We are all in a battle, multiple battles in fact, with a lot at stake: whether it’s the fate of the company we work for or for the product that we build. Innovative startups. The first army are innovative startups. The third group are the talented product builders all around us. The same is true in software.

Engineering 224

Engineering Technology Technology Innovation 224

Intercom, Inc.

FEBRUARY 14, 2019

It might be to launch a new product, to define a new category or to hit $1M in revenue. You hit your goal – you launched that new product, defined that new category, hit $1M in revenue. Figure out how your product can solve the problem you originally solved, but for a broader set of customers. Build your next big product.

188

188

Intercom, Inc.

NOVEMBER 20, 2018

In the early stages of most SaaS startups’ lives, the CEO or founder often acts as the initial head of sales. In this post, I outline how SaaS founders should modify their approach and implement a simple sales methodology to increase their odds of success. Iterate the product based on feedback.

Sales 178

Sales B2B Start-ups Education 178

Intercom

JANUARY 11, 2024

Camille is a self-professed customer service nerd and seasoned consultant who has worked with startups like CrowdStrike, Humio, and Nilus, is a mentor at First Round, and advisor to TheLoops, a customer data platform that leverages AI. At the start of my career with startups, I was working in a more generalist role. Acey , loves doing.

Customer Service 86

Customer Service CX AI Start-ups 86

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Zendesk

SEPTEMBER 2, 2022

It’s no secret to early-stage founders: the startups funding landscape is different today than it was even a year ago. With funding harder to come by in a relatively less stable period for the global economy, venture capital firms are looking more carefully at startups before determining who gets the green light. A total of $8.40

Finance 52

Finance Outlook Customer Retention Government 52

Intercom, Inc.

FEBRUARY 21, 2018

In sales, we often talk about how to write great email subject lines or best times to cold call. This helps, but in the world of SaaS it’s more important to communicate with your prospects when the timing is right for them to engage. Case in point: product announcement day. But building awareness is only the first step.

Sales 199

Sales Start-ups Customer Experience 199

Intercom, Inc.

JUNE 21, 2018

Whether you’re at an early-stage startup that’s just made its first sales hires, or part of a fast-moving sales team in a large organization, the key to success often comes down to efficiency. How did they in touch with the company? But I couldn’t raise the money for the startup; this was 2009, right after the recession.

Sales 183

Sales Start-ups Finance Education 183

Zendesk

FEBRUARY 16, 2022

When you really think about it, launching a new product is terrifying. It’s bold entrepreneurship whether you’re a huge company or a tiny startup—and it’s scary. With fear, anticipation, and deadlines running you ragged, product launches can spiral downhill faster than you can say your elevator pitch.

B2C 52

B2C Social Media CRM B2B 52

Intercom, Inc.

JULY 29, 2021

What started as a few gigs selling media, property, and even bicycles turned into a blooming SaaS career that Mark has been mastering for the last decade at Salesforce, Wrike, and now BrowserStack. SaaS businesses are obsessed with renewing customers, so why wouldn’t they put the same effort into their employees? Putting people first.

Sales 223

Sales Start-ups Engineering Finance 223

Intercom, Inc.

DECEMBER 6, 2018

Their wide-ranging conversation touched on everything from product market fit to the best hiring approach to the role of COOs. The first time Karen saw a demo of Intercom, she instantly thought, “This is the product that I have needed in every SaaS business I’ve ever run.” How to retain product market fit.

Start-ups 99

Start-ups 99

Callminer

MAY 11, 2020

While following best practices for hiring and training employees who are the right fit for your company is crucial, that doesn’t always mean that problems will never arise. Companies should also consider employee satisfaction surveys to get a feel for the company culture from your front-line workers’ point of view.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Social Media Customer Satisfaction 92

Intercom, Inc.

JUNE 20, 2018

As Intercom’s customer base moved upmarket, it became increasingly obvious to us in Sales that what worked well in our product for early-stage startups didn’t for larger companies. To fix it, we had to change how we worked with our product team. Trial and error: adding sales input to the product roadmap.

Sales 199

Sales Customer Acquisition Start-ups CRM 199

Intercom, Inc.

JULY 10, 2018

We’ve been pretty vocal about our love for Intercom as we’ve grown Ad Reform and Userfeed , our profitable, bootstrapped SaaS businesses over the last year. However, when I talk to other entrepreneurs or startup folks, most of them ask: “Isn’t Intercom just a chat app? We run both entire businesses through the platform.

Non-Profits 106

Non-Profits Sales Start-ups Customer Feedback 106

ClientSuccess

AUGUST 2, 2021

For CSMs, acting as the bridge between customers and a SaaS product organization sometimes requires a tricky balance. While your main goal is to always go above and beyond for customers, some things may be happening internally that may not be in your customer’s best interest. Toolkit: How To Build Customer Loyalty.

Customer Relationship 68

Customer Relationship Customer Loyalty Sales 68

Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. The best of the blog. Eoghan McCabe, CEO , and Matt Hodges, VP of Commercial Product Strategy.

Engineering 150

Engineering Start-ups Gaming Sales 150

Intercom, Inc.

JANUARY 12, 2022

Unless you’re looking at the data to understand why your customers are using your products, avoid making decisions based on your expectations of their motivations. When in doubt, start poking around with some basic product assumptions and go from there. Liam: Was it challenging to get to this point with Mode in the startup journey?

Start-ups 151

Start-ups Sales Gaming Transportation 151

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. I did that throughout college and ended up joining a startup, as you do.

B2B 118

B2B Education Start-ups Agriculture 118

Intercom, Inc.

APRIL 29, 2021

Like, say, merging the idea of a reality TV docu-series with one of the key use cases of a fast-growing B2B startup. How one company proved the ROI of its engrossing video series. You joined the company at a pretty interesting time. The company historically has been very successful in paid acquisition, demand gen activities.

Innovation 118

Innovation B2B Start-ups Education 118

Intercom, Inc.

MAY 25, 2022

For product folks the pressure’s on to revise your roadmap and short-term strategy to account for a narrowing budget, and shifting customer priorities. We’re here to get practical, to talk product, and to take this next stage head-on. This is a slowdown, and that means something for product teams. It’s May 2022.

Start-ups 138

Start-ups Sales Sports Government 138

Intercom, Inc.

MAY 7, 2020

Steli Efti , CEO of Close.com and SaaS sales guru, on selling in a pandemic. Tyler Davis , CEO of LaunchNotes.io , on launching a new product during lockdown. The company has about 6,000 employees around the world, about half of whom are remote workers. “If you are not online, getting online has become an imperative. .

Sales 210

Sales Retail Government CRM 210

Lumoa

APRIL 17, 2018

Customer feedback is the essential unlimited source for development and inspiration for the whole company. As an example, the performance of one of their products was not up to their expectations. Later the company encouraged the best-performing doctors to share their practices and trained the worst-performing doctors.

Customer Feedback 118

Customer Feedback Healthcare Customer Satisfaction NPS 118

Intercom, Inc.

FEBRUARY 12, 2018

You’ve definitely heard “demand generation” thrown around as a startup buzzword before, but let’s be clear in our definition before we start. Demand generation is the creation of systems that build awareness of, and a market for, your products with target customers. Customers: people who buy your products. Who is the customer?

Artificial Intelligence 185

Artificial Intelligence Customer Acquisition Start-ups Manufacturing 185

SugarCRM

NOVEMBER 1, 2022

There’s no denying it, B2B companies are currently experiencing a massive shift in how people buy and use software. This shift has pushed companies to embrace new selling models, such as product-led growth, in response to that—a topic we actually dove into today. 6 Practical Steps You Can Take Today to Become Product-Led.

B2B 49

B2B Sales Start-ups Technology 49

Aquire

JULY 26, 2021

Sales automation is a powerful way to enhance productivity, increase sales, and improve revenue, eliminating tedious and time-consuming tasks and saving thousands of work hours. Your sales team is then freed up to place more focus on what they do best, generating leads and selling. The growth of sales automation. Click To Tweet.

Sales 98

Sales Artificial Intelligence AI B2B 98

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. The best way for contact centers to increase efficiency is…”. She also worked for zavvie, a real estate marketing startup.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Win the Customer

NOVEMBER 11, 2016

Establishing a knowledge base is a very important step for every company out there. The main purpose of the knowledge base is to gather all the important data regarding the work flow and a variety of tasks completed in the company. These are some of the SaaS solutions that you can utilize to establish and grow your knowledge base.

Customer Service 89

Customer Service Technology Technology Customer Experience 89

Intercom, Inc.

OCTOBER 31, 2018

Paulo Tavares leads the product onboarding team at OutSystems where his main goal is to help new customers make the most of their product during the trial phase and drive them towards purchase. Depending on the use case, the bot can then automatically send the most relevant product tutorials.

Start-ups 128

Start-ups Sales B2B CRM 128

Intercom, Inc.

OCTOBER 14, 2019

It’s allowed me to practice sales in a way that leads to favorable outcomes for all parties – purchases that solve real business problems and drive sustainable revenue for the company. As a buyer, you were probably greeted by a message along the lines of: “Interested in our product? What will buying this product actually cost me?

Sales 162

Sales Start-ups Education Machine Learning 162

Intercom, Inc.

APRIL 18, 2019

A study by HBR found that the 13 companies in the Fortune 100 that were instrumental in creating their categories accounted for 53% of incremental revenue growth and 74% of incremental market cap growth. This is episode six of Scale , a brand new podcast series on moving from startup to scale up. Focus on people, not just product.

Education 112

Education Start-ups Technology Technology 112

Zendesk

APRIL 18, 2022

While you’re not sharing your work with a professor these days, your sales reps need to know where and how leads had first contact with your company. No matter how you’re generating leads, there are some important distinctions to grasp as well as best practices to follow. Whether you’re B2C, B2B, startup or enterprise, you need leads.

Social Media 98

Social Media CRM B2B B2C 98

Zendesk

FEBRUARY 21, 2024

Buyers are just a few clicks away from purchasing a product from a small business on the other side of the globe. No longer are they just selling products or services—they’re building relationships and selling a great customer experience. Selling to enterprise companies involves interactions with multiple decision-makers.

Sales 52

Sales Social Media CRM B2B 52

Lumoa

MAY 29, 2018

As the famous saying goes, “Satisfied customer is the best strategy of all.” Even if you don’t actively cooperate with your happy customers, they will, on average, tell nine other people about their experiences with your company (according to American Express ). Many companies have adopted referral programs. And the best part?

Hospitality 88

Hospitality Hospitality NPS Sales 88

SugarCRM

NOVEMBER 22, 2021

Companies have always needed to manage customer data to track their clients. The concepts of “try before you buy”, open-source, and Software as a Service (SaaS) were gaining ground as enterprise software fell flat with empty promises during the dot-com bubble burst. Understanding the Business Needs.

CRM 26

CRM Start-ups Sales CX 26