August 8, 2019
Intercom's Kaitlin Petterson chats to Lane Collins (Slack) about radicalising convenience in the customer experience.
August 1, 2019
Inside Intercom takes a look at the Brex's growth strategy with Tara Larson (Intercom) and Michael Tannenbaum
July 25, 2019
Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams share their latest thoughts on how to build a great product.
July 18, 2019
Developing software is a tough, complicated task. But as companies strive to become more agile and innovative, DevOps is gaining an increasingly important seat at the table.
July 11, 2019
Michael Redbord, General Manager for HubSpot’s Service Hub, sits down with Intercom's Kaitlin Pettersen to discuss how a billion dollar company like Hubspot apply that human touch in every customer support interaction.
July 4, 2019
Josh Seiden on why your product team should focus on outcome vs. output
June 27, 2019
Des Traynor and Paul Adams discuss the value of holding product forums and end-to-end reviews as a way of getting alignment between multiple stakeholders in an R&D organization.
June 19, 2019
When it comes to platform marketing, Ceci Stallsmith’s experience is unparalleled, having worked at Box as part of their first platform team before later joining Slack in 2015 to found the platform marketing team there. Our Group Product Marketing Manager Jasmine Jaume speaks with Ceci about building a winning platform marketing strategy that delivers value for both developers and end-users alike.
June 13, 2019
As part of our exploration of product platforms, we’re revisiting an insightful conversation we had awhile back with Jeetu Patel, the seasoned Chief Product Officer and Chief Strategy Officer at Box. Box is a prime example of a company that has successfully transformed their product into a platform and through that process, grow their business exponentially. Jeetu shares what made Box evolve into a platform in the first place and what you need to provide to help developers be successful with your platform.
June 6, 2019
Apps and integrations are critical for up-and-coming products looking to expand their reach. Predictive analytics tool MadKudu has capitalized on this strategy to grow their business with mid-market and enterprise customers. So we sat down with their Head of Marketing, Liam Boogar-Azoulay, to discuss how they embarked on this strategy and his advice for other teams thinking about building apps for their product.
May 30, 2019
Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams share their latest thoughts on how to build a great product.
May 23, 2019
This week our Director of Product Management, Paige Costello, talks with Deepa Subramanian, CEO of Wootric, about the critical points of the user experience that companies need to measure, how Wootric's been able to apply machine learning to their platform and what it means to be a customer-led product team.
May 16, 2019
We recently launched Product Tours, a simple tool to help teams create great user onboarding experiences. But the story of how this product came about is anything but simple. In this episode, our Product Education lead Phil Byrne, Director of Product Management Brian Donohue and Senior Product Manager Patrick Andrews talk about issues they had to address to build a compelling product and validate product market fit.
May 9, 2019
The rise of the Big 3 - Amazon, Google and Facebook - means that the way we find and consume information is ever-changing. This has deep impact on the way people discover and make purchase decisions. For our final episode of Scale, we talk with HubSpot's VP of Marketing Meghan Keaney Anderson on how marketers should adapt their customer acquisition strategies in the age of the internet.
May 2, 2019
From Instagram to Instacart, Bangaly Kaba's seen what it takes to grow a billion dollar business. The Instacart VP of Growth explains how exponential business growth starts with a fundamental understanding of your customers and a patient approach to monetization.
April 29, 2019
In this new product-focused series, Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams discuss everything from drawing up a product roadmap to launching successful new features.
April 25, 2019
Growth has become, in essence, the primary measure of a startup’s success. But can you grow too fast? On this week's episode of the Scale podcast, we asked Tara Bryant, SVP of Sales @pipedrive, how she manages the challenges of scaling. Throughout her career, she’s increased sales by 100% or more year over year at fast-paced, high-volume organizations. She’s seen both the triumph and folly of meteoric expansion, and she joined the Scale podcast to share her insights about how to grow sustainably.
April 22, 2019
This week, we've got a special bonus episode with Rick Nucci, who's founded not just one, but two, successful companies, Boomi and Guru. He speaks with Intercom's Kaitlin Pettersen about the direction of automation trends in the subscription industry, why it's shortsighted to view your support and success teams as cost centers and how knowledge gaps cripple team collaboration as you scale.
April 18, 2019
Building a company is hard enough, but what if there's no clear market to launch into or no incumbent to disrupt? That's the situation Gainsight CMO Anthony Kennada found himself in when he joined the company that would become Gainsight in 2013. There was no playbook for category creation, so they built their own—and catapulted Gainsight into one of the fastest growing private companies in the world. On this episode of Scale, Anthony joined us for an open and honest look into their playbook for building the Customer Success category: the needle movers, the mistakes, and everything in between
April 11, 2019
How marketing helped Segment go from 6 months runway to a $1.5 billion dollar valuation
April 4, 2019
The fastest growing software companies in recent years all have something in common – they started with little to no sales team. But what they've also discovered is that viral growth will only get you so far. On this episode of Scale, we talked to Jeanne de Witte, Head of North America Revenue & Growth at Stripe, on how she introduced formal sales into a company where it had never existed before, and scaled that team to over a billion in revenue.
March 28, 2019
What makes a world-class CMO in 2019? And the #1 reason CMOs fail.
March 21, 2019
How Atlassian built a $20 billion dollar company with no sales team
March 14, 2019
Welcome to Scale, a brand new podcast from Inside Intercom. We're going behind the scenes with today's fastest growing companies to find out how they did it. Up first, we sat down with Leela Srinivasan, the CMO at Survey Monkey. Leela has seen hypergrowth first hand at companies like LinkedIn, Lever and now Survey Monkey and she joined the podcast to tell us why hyper-growth shouldn’t blind you to what’s really important - the customer.
March 7, 2019
This week, we’re revisiting one of our most popular episodes of the past year, and it’s all about user onboarding. For any business to grow, user onboarding must be top of mind. It's the one thing all your users will do, and to be effective, it must evolve alongside your business. Pulled from some of our favorite onboarding conversations to date, Casey Winters, Joanna Wiebe, Scott Belsky, Samuel Hulick and Shaun Clowes share their best practices.
February 28, 2019
HubSpot's VP of Marketing and Growth, Kieran Flanagan, speaks to Amanda Connolly about everything from how to determine when product-led growth is right for your company to measuring growth with your North Star metric.
February 21, 2019
Ryan Bonnici thinks the process of converting leads has gained a sleazy reputation in the B2B world. Hear what he thinks authentic selling looks like in an age when customers are more educated than ever and how brands can move from being transactional to being a trusted partner. Ryan also shares the steps he's taken to build up marketing at G2.com and the lessons he's been learning.
February 14, 2019
Startup growth is on our minds, so this week, we're bringing back a popular episode from our archives: our interview with Rachel Hepworth who leads growth marketing at Slack. Her team oversees the full marketing funnel, from demand generation to product marketing, customer activation, expansion and monetization. And many of the strategies she shared are ones that apply directly to any startup looking to scale.
February 7, 2019
Coda’s Shishir Mehrotra on rethinking docs from scratch
January 31, 2019
What gets you to your first $50 million is not what’s going to get you to $100 million. You've got to constantly review your ideal customer profile, positioning and sales strategies. In today's episode, we'll hear from leaders like Des Traynor, April Dunford, Doug Landis, Steli Efti, and Sydney Sloan speak to those topics and more.
January 24, 2019
Becoming a platform doesn’t happen overnight. Nobody knows this better than who Mike Kreaden who has spent close to 20 years building the Salesforce ecosystem. He joined the Inside Intercom podcast to discuss knowing when it’s the right time to become a platform, and why a true platform is one that focuses on developer success.
January 17, 2019
As Intercom grew from 15 people to over 500, our VP of Product Paul Adams started to notice a pattern in the product and team issues he was dealing with. The pattern was this: You realize something’s broken, you try to fix it, you over-correct, and finally you find balance. Paul shares how he tried to break this pattern at the 2017 Inside Intercom World Tour.
January 10, 2019
How bots, messengers and apps will define 2019 with Des Traynor, Paul Adams and Emmet Connolly
January 3, 2019
Intercom co-founder Des Traynor hosts a roundtable discussion with VP of Product Paul Adams and Director of Product Design Emmet Connolly to discuss what they've learned this year about scaling a product and a team. They talk about the fundamentals of a sound product strategy, the importance of listening to your unmet customer, and the qualities they look for in new hires at this stage of growth.
December 20, 2018
Sujan Patel – a serial entrepreneur and industry leader – is no stranger to finding the cutting edge in growth. He sits down with Intercom's Dustin Crawford to chat about the rise of chatbots, the most effective ways he’s seen them being used, and where he thinks the future of automation is headed.
December 13, 2018
We sat down with Julien Codorniou, VP for Workplace by Facebook, to get a behind the scenes look into running a startup inside of Facebook, how they're building a less disruptive communication platform, and how they're reinventing the B2B sales and marketing playbook.
December 6, 2018
Ambient Strategy‘s April Dunford joins Intercom's Geoffrey Keating at the SaaStock conference in Dublin to discuss the ins and outs of positioning your product, why you should avoid marketing pixie dust, and how to stand out in a crowded space
November 29, 2018
ProfitWell’s Patrick Campbell on the art and science of pricing
November 22, 2018
Product marketing is about getting people to understand not just what you're building, but why they should care about what you're building. Matt joined Intercom in 2014 and immediately saw the need to tell a better Intercom story, one that captures people's attention and motivates action. He shared his experiences at last year's Inside Intercom World Tour.
November 15, 2018
Mongo DB's Meagen Eisenberg on the must-have marketing tech stack
November 8, 2018
When products change rapidly to keep up with an evolving market, how can customer support teams keep up? At the Inside Intercom World Tour last year, Intercom's Customer Support Manager Sabrina Gordon shared best practices for keeping customers happy -- even when you have to say no to their feature requests.
November 1, 2018
Matrix Partners' David Skok joins the Inside Intercom podcast to discuss why metrics are so important to SaaS companies today.
October 25, 2018
Many teams think product growth will come once they find product market fit. At the Intercom World Tour last year, Group Product Marketing Manager Greg Davis explained why product market fit wouldn't protect you from encroaching competition or guarantee a flood of new customers.
October 18, 2018
SalesLoft's Sydney Sloan chats mapping the buyer's journey, achieving customer bliss, and much more.
October 11, 2018
Chatbots have opened a new way for businesses to connect with their customers and automate workflows. We gathered best practices learned from past interviews with Lili Cheng, Ericka Hall, Fergal Reid and Steli Efti to understand how organizations can best use bots alongside sales and support teams, the best ways for customers to interact with bots, and how teams can assess the ROI of using bots.
October 4, 2018
It’s tempting to think that all problems with business growth can be solved with a better product or a better go-to-market strategy. But as Intercom has grown, we’ve come to see the truth in what business consultant Jerry Weinberg once said: “No matter how it looks at first, it’s always a people problem.” Intercom's cofounder Des Traynor shares the common people issues he's seen through the years at different stages of company growth.
September 27, 2018
Jake is a renown UX designer and author best known for creating the design sprint process while he was at Google. In his latest book, Make Time, Jake and his coauthor John Zeratsky explain how the powerful framework behind design sprints can be applied to our everyday work to help us take back control of our schedule and time. Intercom's Director of Brand Design Stewart Scott-Curran talks with Jake about the tools that individuals and teams can use daily to create time for truly purposeful work and collaboration.
September 20, 2018
All's well when revenue is growing up and to the right, but what happens when the business misses a sales target? That's when sales and marketing fingerpointing takes place, and constructive partnership grinds to a halt. We brought Intercom's Director of Sales Operations, Jeff Serlin, and Director of Demand Generation, Brian Kotlyar, together to discuss what it takes to create true sales and marketing alignment that prevents fingerpointing and drives meaningful growth.
September 13, 2018
Product-first thinking has been the north star for many teams when it comes to product development, but it comes with hidden traps as your organization grows -- especially when it comes to marketing. Brian Donohue explains the stumbling blocks that product-first teams commonly run into and the best ways for marketing and product teams to come together as one to build a product that actually gets used.
September 6, 2018
When you're starting up, your company story may be all that you've got to convince others that your product matters. At the Inside Intercom World Tour last year, our Head of Platform Partnerships, Jeff Gardner, broke down the elements of great storytelling and explained how leaders could leverage stories to figure out who to hire, shape team performance, and influence product roadmaps.
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