Customer Success Capacity Planning


This post is by Lincoln Murphy from Customer-centric Growth by Lincoln Murphy


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Customer Success Capacity PlanningHow many Customer Success Managers (CSMs) do we need to give our customers their Appropriate Experience (AX)? What happens if we ramp sales? What happens if a bunch of customers upgrade? Downgrade? How much excess capacity do our current CSMs have? When will we need to hire more CSMs? Is our Customer Success Management team too big? Those are just some of the questions I get from Customer Success leaders all the time. How to solve this? Let’s dig in. I put together a Customer Success Capacity Planning calculator using Rock Content’s interactive content platform Ion (Rock has been a client off-and-on for about 4 years and you should 100% use them for your content marketing needs. They’re awesome). Play around with the CSM Capacity Planning calculator, and just so you can see how cool it is to use Interactive Content for lead gen (seriously, I’m a legit fan
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Cost of Goods Sold (COGS) for Software-as-a-Service (SaaS) Business


This post is by Konstantin Valchev from Openview Labs


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When we at OpenView consider a company for venture funding, the Gross Margin is an important indicator of how profitable and scalable the business is. When a company that looks to raise venture capital funding is a SaaS company, the criterion for the Gross Margin does change. Typically, a good SaaS business model should have a gross margin of about 80-90%. This means that the Cost of Goods Sold should be around 10-20% of the total Revenue. The product that the SaaS companies provide is a software enabled service, mainly delivered over the Internet. Therefore, the items that comprise the COGS for this business model are different from those found in the COGS of traditional Software businesses. This is a list of the general costs that comprise the COGS for a SaaS business and are not part of the Operating Expenses:

Weekly Walk with Twilio’s Leandra Fishman


This post is by Casey Renner from Openview Labs


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Leandra Fishman, VP of Growth Sales at Twilio, sat down with me (literally) to talk about what hasn’t changed when it comes to Twilio’s end user strategy despite the pandemic—and the steps you should be taking to effectively scale your sales strategy and team. Stick around until the end to find out where she’s most looking forward to going post-pandemic ☀🌴
The post Weekly Walk with Twilio’s Leandra Fishman appeared first on OpenView.

The ins and outs of sales recruiting with Jamie Scarborough of The Sales Talent Agency


This post is by Collin Stewart from Predictable Revenue


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How do recruiters – key pieces to building a sales team – source talent for their clients and themselves? Jamie Scarborough from The Sales Talent Agency walks us through the ins and outs of sales recruiting. The post The ins and outs of sales recruiting with Jamie Scarborough of The Sales Talent Agency appeared first on Predictable Revenue.

SaaStr Summit Sessions with CEOs of Slack, Twilio, Zuora, Cloudflare, and Much More Up Now


This post is by Jason Lemkin from SaaStr


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We have a bunch of the SaaStr Summit: Bridging the Gap up on You Tube now.  You can start watching them here. We have an incredible line up of speakers and sessions to watch already (and more will dribble out in the coming weeks):
  • Taking Care of Your Team and Customers with CEO of Slack, Stewart Butterfield
  • Starting Up in a Downturn, COO of Cloudflare, Michelle Zatyln
  • Funding in the Time of Coronavirus, Mark Suster, Upfront Ventures
  • Marking Trade-Offs in Marketing: What to Do, What to Pause with CMO of Tripactions, Meagan Eisenberg
  • Founder/CEO Lessons From 2000, 2008 and 2020 with Jeff Lawson and Byron Deeter, CEO of Twilio and GP at Bessemer Venture Partners
  • Salesforce’s New GTM Strategy, with SVP Commercial Sales Adnan Chaudry and Managing Partner of Salesforce Ventures, Matt Garratt
  • CXO Real Talk, with CEO of Zuora and CIOs of Zendesk
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Binge-worthy: Building to Last, a New Podcast for CEOs


This post is by George Roberts from Openview Labs


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“In this unprecedented time…” Are you sick of hearing that phrase yet? We are too, but the truth is times are unprecedented and people need advice on how to navigate this crisis. That’s why today we launched a new podcast mini-series called Building to Last. In this new series, we’ve connected with people who have built SaaS companies through the limitations and challenges of a crisis and we asked their advice on how they’d advise CEOs today. The first two episodes feature seasoned operators like (Former CFO, ) and (Former CEO, ), who share their insights on how to build during a downturn and not only survive this crisis afloat, but thrive on the other side. Check it out on Apple Podcasts, Spotify or down below, and let us know what you think. We hope this advice can help—and if you need anything,
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How to Stop Having So Many Remote Meetings


This post is by Darren Chait from Openview Labs


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We’ve just hit the one monthiversary of remote work as the new normal. The how-to posts, downloadable Zoom backgrounds and virtual team building ideas have slowed down, and the world is settling into working from home. It hasn’t been easy juggling kids, co-working partners and concerns about health and job security, but it looks like we’re slowly figuring it out. Except for meetings, that is. The data we’re seeing from thousands of tech companies tells a different story. While we would have expected a reduction in meetings accounting for the environment, we’ve surprisingly seen meeting volume increase, if anything: This surprising metric is indicative of a larger problem but an even greater opportunity for remote teams.

Meeting culture: The silent assassin of team culture

Want to get a quick read on your company culture? Just look at your meetings. It’s all there: the interpersonal relationships, the power dynamics, the team
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In The Enterprise, Innovation is Out. Digital Transformation is In.


This post is by Jason Lemkin from SaaStr


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Q: What is the next big trends in SaaS?

I think the new trend, which is brand new — is that “Innovation” as a reason to buy SaaS is dead. For now.

But … this will be combined with a rapid acceleration of Digital Transformation.

What do I mean? Well, the IT spend into SaaS has grown far faster than IT budgets overall in the past 5+ years:

A big chunk of that is because the CIO’s role has become over the past half decade, in large part, the Chief Innovation Officer. Either alone or together with a Chief Digital Officer.

CIOs were paid, and celebrated, for bringing “innovation” into older companies especially. They were heroes for finding new tools that improved efficiency.

That’s now all on hold. Cost-cutting and cost management has taken over. No CIO in Q2/Q3 of ’20 is getting kudos for the latest SaaS app that will improve productivity

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Benchmarking Sales Prospecting Volumes, Deal Terms, and Meetings in the Coronavirus Era


This post is by Tomasz Tunguz from Tomasz Tunguz


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    How do you benchmark a sales organization in a time like this? This is one of the questions that Jim Benton, CEO of Chorus.ai, answers every day in his <a href="https://www.chorus.ai/blog/category/the-daily-briefing">Daily Briefings</a>. Using data across 10m telephone calls, Jim highlights how the coronavirus is changing sales team performance. Here are some of the highlights from my reading.
Cold calls are down 67%, while connect rates have fallen by about 10% since January. Discovery calls are down 24%. It’s curious that volumes have fallen, given the connect rates have seen such a modest decline. The risks to deals closing have evolved. Timeline risk, the likelihood a sale drags to a close, has doubled to about 2% of calls. But the more significant risk is employment risk. Conversations discussing layoffs have increased 2.5x to more than 5% of calls. An additional 2% mention hiring freezes. image Customers are asking for longer Continue reading "Benchmarking Sales Prospecting Volumes, Deal Terms, and Meetings in the Coronavirus Era"

Benchmarking Sales Prospecting Volumes, Deal Terms, and Meetings in the Coronavirus Era


This post is by Tomasz Tunguz from Tomasz Tunguz


Click here to view on the original site: Original Post




    How do you benchmark a sales organization in a time like this? This is one of the questions that Jim Benton, CEO of Chorus.ai, answers every day in his <a href="https://www.chorus.ai/blog/category/the-daily-briefing">Daily Briefings</a>. Using data across 10m telephone calls, Jim highlights how the coronavirus is changing sales team performance. Here are some of the highlights from my reading.
Cold calls are down 67%, while connect rates have fallen by about 10% since January. Discovery calls are down 24%. It’s curious that volumes have fallen, given the connect rates have seen such a modest decline. The risks to deals closing have evolved. Timeline risk, the likelihood a sale drags to a close, has doubled to about 2% of calls. But the more significant risk is employment risk. Conversations discussing layoffs have increased 2.5x to more than 5% of calls. An additional 2% mention hiring freezes. image Customers are asking for longer Continue reading "Benchmarking Sales Prospecting Volumes, Deal Terms, and Meetings in the Coronavirus Era"