Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

Sales 177

Sales Start-ups Technology Technology 177

Zendesk

JUNE 3, 2022

Growing your customer base is a hallmark of those early days, months, and years as a startup. But the work to grow your customer base doesn’t stop, even after multiple rounds of funding and an established foothold in the market. But first: What is a customer base? How to build a customer base.

Customer Relationship 52

Customer Relationship Customer Feedback Direct Marketing Sales 52

Intercom, Inc.

DECEMBER 12, 2019

Many of Vidyard’s free users saw a need for greater functionality and decided to become paying customers. Many of Vidyard’s free users saw a need for greater functionality and decided to become paying customers. This is Season Two of Scale , Intercom’s podcast series on moving from startup to scale-up. Vidyard did the opposite.

Sales 169

Sales Start-ups Customer Acquisition Compliance 169

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. We invested in more social and video content as well to connect with more of you.

Engineering 150

Engineering Start-ups Gaming Sales 150

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Customer Bliss

SEPTEMBER 22, 2016

Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans. But how exactly do you get to voice of the customer correctly? Voice of the Customer Step 1: Data.

Voice of the Customer 94

Voice of the Customer Social Media Start-ups CX 94

SugarCRM

FEBRUARY 20, 2024

Having the Right CRM A robust CRM platform serves as the central hub for managing and analyzing customer interactions, providing valuable insights that empower organizations to understand their customers better. Andres went on to say, “Service to us is the most important part of our company.

CRM 26

CRM Sales Transportation Start-ups 26

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . Run the customer journey mapping exercise in a group.

Customer Journey Map 59

Customer Journey Map Touchpoint VOC Start-ups 59

Customer Bliss

SEPTEMBER 15, 2016

Digital storytelling is crucial in customer experience. The role of the customer leadership executive is to engage leaders and the organization to want to be a part of one-company storytelling and prioritization of actions to earn the right to customer-driven growth. So, how do you build a customer listening path?

CX 95

CX Gaming Customer Experience 95

Intercom, Inc.

SEPTEMBER 12, 2019

A self-styled ‘jack of all trades,’ Gerry is looking to change the world on a variety of fronts: as the Principal Service Design Consultant for Humana Design, the CEO of TheAcademy.ie , and even a new human-centered design conference set to launch next year in Dublin. As a rule, design should first do no harm. Short on time?

Start-ups 112

Start-ups Gaming Education Construction 112

Intercom

MARCH 23, 2023

In today’s highly competitive market, meeting customer expectations is no longer enough to stand out from the crowd. For CX expert Jon Picoult , if you’re aspiring to satisfy your customers, you’re aspiring to mediocrity. Companies aren’t just in the business of creating experiences; they’re in the business of shaping memories.

CX 59

CX Customer Experience Retail Start-ups 59

Customer Bliss

SEPTEMBER 25, 2020

We discussed the effects that an increase in technological use has on companies, their employees, and the customers they serve. The best we could give it was the new normal? The best we could give it was the new normal? Bailey , and Patti Phillips. Some of the quotes have been lightly edited for clarity. What’s next?

Sports 64

Sports Innovation Start-ups Technology 64

Intercom, Inc.

AUGUST 18, 2022

Sarah Dayan is a staff engineer at Algolia , a “Search-as-a-Service” platform that helps developers build index and search capabilities into their own platforms through an API, and the host of two tech podcasts: Developer Experience and Entre Devs. If you enjoy our discussion, check out more episodes of our podcast.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. In order for your customer experience process to be sustainable and drive long-term transformation, it needs to be based on a company-unifying framework.

Customer Experience 67

Customer Experience Scorecard Engineering Start-ups 67

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. Being reactive isn’t enough – you need to be proactive.

B2C 118

B2C B2B Social Media Start-ups 118

Customer Bliss

MARCH 14, 2017

One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. About Diane.

Sales 87

Sales Start-ups CX Touchpoint 87

Customer Bliss

JULY 12, 2016

Welcome to Episode 13 of my podcast. (It’s In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. First, they needed to evaluate and establish the need for embedding customer experience. Embracing A Brand New Role.

Customer Experience 0

Customer Experience Retail Customer Journey Map Social Media 0

Intercom, Inc.

DECEMBER 5, 2019

This is Season Two of Scale , Intercom’s podcast series on moving from startup to scale-up. New SaaS companies spend the majority of their time trying to determine three things: how they’ll develop a great product, how to show customers it’s relevant to their needs, and how to get to market.

Artificial Intelligence 118

Artificial Intelligence AI Start-ups Outlook 118

Intercom, Inc.

FEBRUARY 7, 2019

So what if they started from scratch and created a new set of building blocks that ignore the past? If you enjoy our conversation, check out more episodes of our podcast. Matt: Our guest for today’s show is Shishir Mehrotra, the CEO of Coda, a new type of doc. Short on time? Timing has been everything from Coda.

Start-ups 171

Start-ups Engineering Real Estate Retail 171

Intercom

SEPTEMBER 23, 2021

Customer loyalty is the ultimate goal for anyone working in customer experience. And it’s not just about strong retention and recurring revenue, although that’s certainly a plus; it’s knowing the customer won’t quit you over a new competitor with better technology, lower prices, or even a more convenient service.

Start-ups 72

Start-ups Customer Service Net Promoter Score E-commerce 72

Intercom, Inc.

FEBRUARY 16, 2022

However, we’ve been talking to our customers and prospective customers about European data hosting for a long time – we knew what we had to deliver and the problem we had to solve : Intercom, but with the data stored and processed in Europe. Until now, Intercom has been a multitenant application hosted in a single region in AWS.

Engineering 234

Engineering Start-ups Legal Sales 234

Customer Bliss

MARCH 21, 2017

Like many of the CCOs I interview on this podcast, Diana took on what was essentially a new role in her organization. Her Path To Customer-Driven Work. That was one of her first “voice at the table” roles, especially around the different channels where a company can speak to customers. Episode Overview.

Manufacturing 48

Manufacturing Finance CX B2C 48

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom, Inc.

JULY 21, 2022

Intercom was created out of an epiphany in a small Dublin coffee shop because we realized that the impersonal, transactional way of doing business online just wasn’t cutting it for customers anymore. Ever since the beginning, our mission has been to make internet business personal, and the podcast has played a big role in that.

Start-ups 215

Start-ups E-commerce Engineering Customer Acquisition 215

Intercom, Inc.

APRIL 4, 2019

The first stage is building an organic growth engine. The second stage is treating growth as top of funnel marketing and layering on sales to open up profitable yet harder to reach segments. This is episode four of Scale , a brand new podcast series on moving from startup to scale up. What’s not to like?

Sales 162

Sales E-commerce Engineering Start-ups 162

Intercom, Inc.

JANUARY 16, 2019

But this approach rarely succeeds in today’s environment. Only then will you have the foundation to consistently win new customers, upsell existing ones and see the kind of predictable growth that’ll be the making of your company. The number of customers increases, and the dollars per customer correspondingly grow.

Sales 156

Sales Non-Profits Start-ups Scorecard 156

Intercom, Inc.

JULY 14, 2022

Regardless of the industry or the product you’re selling, the old sales playbook is falling short of customers’ expectations. For James Dyett , a customer-centric mindset shouldn’t just be the purview of post-sales departments. How are you feeding back customer insights to the product team? Hire customer-centric salespeople.

Sales 118

Sales Start-ups Innovation Technology 118

SugarCRM

NOVEMBER 15, 2022

On this episode of the Fuel Growth podcast series, my co-host Clint and I got to sit down with the Chief Marketing Officer turned Chief Strategy Officer of iSolvedHCM , James Norwood. What is Marketing-Led Growth. It requires a mindset of thinking about pipeline, and thinking about actual opportunities, as opposed to just lead generation.”.

CRM 49

CRM Sales Engineering Start-ups 49

Intercom, Inc.

APRIL 15, 2021

And so naturally, he’s got some strong opinions about automation, AI, and how they can help you create better experiences for both potential and existing customers. And so naturally, he’s got some strong opinions about automation, AI, and how they can help you create better experiences for both potential and existing customers.

AI 118

AI Start-ups B2B Predictive Analytics 118

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. Yet, we brought you some stats to reiterate the importance of cultivating a tribe of happy, loyal customers.

Customer Acquisition 83

Customer Acquisition Customer Retention Machine Learning Social Media 83

Intercom, Inc.

SEPTEMBER 8, 2021

Now, Maggie is the Director of Sales at Webflow , a web design tool that helps users design and build responsive, custom websites with no code whatsoever. Now, Maggie is the Director of Sales at Webflow , a web design tool that helps users design and build responsive, custom websites with no code whatsoever. Look for the team players.

Sales 118

Sales Start-ups Non-Profits Finance 118

Aquire

AUGUST 24, 2021

In this article, we’ll look at simple lead generation best practices you can implement right now to drive leads into your sales funnel and convert them into paying customers. We applied these lead generation best practices to our marketing approach and saw incredible results. The common funnel stages of online lead generation.

Sales 52

Sales CRM Social Media Start-ups 52

SugarCRM

AUGUST 24, 2021

“Customer experience has never been more important than right now because when the pandemic is finally behind us, customers will remember which companies treated them well during this difficult time.” — Dan Gingiss, Host, Experience This! Customer Experience: The Key to Success in the New Marketplace.

Customer Service 49

Customer Service Customer Experience CX Innovation 49

Intercom, Inc.

JANUARY 3, 2019

Don’t ignore the voice of your unmet customer — the prospective customer who didn’t become a user because of a product shortcoming. The best product strategy is one where new features build upon previous launches to provide compounding value for the user. Hiring in the new year? Short on time?

Engineering 144

Engineering Start-ups Sales Sports 144

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. 2, only 3 in 10 are losing their jobs. I almost see the inverse, in reality.

CX 64

CX NPS Finance Engineering 64

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. 2, only 3 in 10 are losing their jobs. I almost see the inverse, in reality.

CX 44

CX NPS Finance Engineering 44

Intercom, Inc.

MARCH 19, 2019

Even the best businesses in the world lose customers. That’s why you need to find a strategy to steadily bring in new customers in order to survive – and thrive. Without a strategy to acquire customers, it’s easy to keep doing what seems to be working without examining how effective your approach truly is.

Customer Acquisition 166

Customer Acquisition Social Media Engineering Start-ups 166