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There was a time when marketing and sales paid little attention to the customer experience. That’s unthinkable today in Sydney Sloan’s universe. An early pioneer of customer marketing, Sydney knows that at the heart of every high growth business are loyal, satisfied customers. Intercom's CMO Alexandra Shapiro chats with Sydney, who recently joined SalesLoft as their first CMO, about mapping the buyer's journey, achieving customer bliss, and much more.
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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.
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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.
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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.
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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.
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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.
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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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As your company scales, the tactics and strategy that got you from A to B aren't going to get you from B to C. GV Design Partners Kate Aronowitz and Vanessa Cho joined Intercom's Director of Brand Design Stewart Scott-Curran in the studio to discuss why design executives need to start thinking like business executives and how designers can make their contributions felt.
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Business growth unlocks all sorts of good things, but it also introduces increasing complexity. How can leaders manage complexity to keep it from negatively impacting their products and teams? Intercom's Director of Product Design, Emmet Connolly, explains how thinking in systems has helped him manage change effectively.
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When he joined Reddit, VP of Engineering Nick Caldwell's mandate was to grow the team from 35 people to 100. But he had no managers. In this episode, Nick talks with Darragh Curran, VP of Engineering at Intercom, about the hallmarks of excellent engineering leadership and the importance of preserving culture and building trust as a new leader.
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