SaaStr

JUNE 15, 2021

Honest acknowledgment of impact. Acknowledged it was “broad and severe” and simply apologized in opening incident report. Conclusion that takes clear, direct responsibility. “We should have anticipated it.” This incident report isn’t perfect, but it’s better than 95% of the ones I see.

Territory 82

Territory Trust B2B Service 82

SaaStr

APRIL 3, 2024

Their customers trust that when they’re orchestrated into an incident process, it’s not going to be a false positive or negative. Those guidelines are still evolving in terms of how you create a framework for responsible AI in a company that has tens or hundreds of thousands of employees. GenAI will make for better software, too.

Healthcare 93

Healthcare Trust Drivers/motivators Start-ups 93

Martech

NOVEMBER 1, 2021

The concise checklist of requirements covers elements such as frequency of patching, incident handling, password policy and disaster recovery. Very true, but marketing generally does own responsibility for the marketing technology stack and is involved in evaluating vendors and solutions. Why we care.

Negotiate 98

Negotiate Contract Technology Technology 98

Salesforce

FEBRUARY 9, 2023

Combined with Salesforce’s long standing expertise in AI, generative AI models will change the game for customer service, helping companies operate more efficiently, develop more empathetic responses to customer requests, and resolve cases faster. Here are five guidelines for building it inclusively and intentionally.

Service 98

Service Customers Launch Gaming 98

Martech

AUGUST 2, 2022

Data can be processed in response to a security incident. Or to “prevent, detect, protect against or respond to a public safety incident.” Data already collected (pursuant to the Act) can be processed for a range of trouble-shooting or administrative purposes such as network or inventory management.

Government 84

Government Legal Represent Networking 84

Salesforce

JANUARY 3, 2023

You may need to ask them to take on new roles or different responsibilities than they’re used to. Likewise, your service teams can resolve incidents faster with digital tools that enable automated incident response , interruption-free troubleshooting, and streamlined incident review.

Customers 52

Customers Trust Technology Technology 52

Partners in Excellence

OCTOBER 17, 2020

While it’s been those incidents that got me thinking about the issue, I reflected on so many situations I see in business. It is the equivalent of the leader saying, “I am choosing not to live up to my responsibility and do my job.” Many “leaders,” political and otherwise, are making statements.

Start-ups 113

Start-ups Meeting Customers 113

SaaStr

APRIL 13, 2021

PagerDuty’s core product is incident response. Expanding beyond its core product is key to growth. We’ve seen this time and time again after $100m ARR, and we’re seeing it again here. But customers who also use it for security grew 56%, and customers who also used it for customer service grew 40%.

Growth 129

Growth Up-sell Contact Presentation 129

Sales Pop!

NOVEMBER 20, 2022

Sales success requires learning from every incident that materializes poorly. Each day, track ‘Yes’ vs. ‘No’ to see if the positive response percentage increases over time. The willingness to proceed, no matter what we encounter, teaches us more valuable lessons. Game Play with Yourself.

Negotiate 87

Negotiate Sales Gaming Contact 87

Salesforce

APRIL 10, 2024

This includes third-party audits, compliance certifications, access controls, incident response protocols, and ethical guidelines. Organizational measures : These involve the policies and procedures followed to ensure the security and protection of data throughout its lifecycle.

Legal 59

Legal Transportation Trust Territory 59

Lead Fuze

JULY 21, 2021

Unless you had a role in making the customer angry, the incident probably isn’t an attack on your character. If the client is angry about an incident that occurred — ask for the details to get to the root cause. Do it quickly and they’ll forget the incident ever happened, but it’s not over yet. Marilyn Suttle.

Customers 98

Customers Clients Follow-up Negotiate 98

Cerebral Selling

OCTOBER 5, 2020

One of the key drivers of the emotional response to hidden enemies lies in simply teaching the customer something new! In this case, the incident of micro-learning created by revealing the hidden enemy makes the customer more likely to give you just a little bit more of their attention.

Drivers/motivators 130

Drivers/motivators Manufacturing Entertainment High impact 130

Salesforce

DECEMBER 5, 2023

Start learning today +500 points Module Cybersecurity Threat Prevention and Response Different types of cybersecurity threats Digital thieves, fraudsters, con artists, and hackers all have one goal, like modern-day magicians. On the other hand, AI plays a pivotal role in automating cyberattack detection and response efforts.

Networking 105

Networking Technology Technology Trust 105

SaaStr

AUGUST 6, 2021

They bring together their respective strengths to drive remarkable product-led growth for PagerDuty, the incident response SaaS that’s been invaluable to tech teams since 2009. Sean’s product department is responsible for engaging and delighting users—for making the happy customers that become the proponents of the brand.

Product 107

Product Drivers/motivators B2C Growth 107

A Sales Guy

SEPTEMBER 14, 2015

This response just pisses people off. Still others just try to deflect responsibility altogether by dismissing the incident and not even responding. These responses don’t work and only serve to make the situation worse. It’s designed to address the offenders issues, not the offended. It’s that simple.

Start-ups 144

Start-ups Customers Service Sales 144

SaaStr

MAY 10, 2021

PagerDuty’s core product is incident response. While PagerDuty’s NRR hasn’t necessarily gone up with additional product offerings (they don’t segment it), customers that use more than one product are growing a lot faster. Overall customer growth is 29%.

Cross-sell 72

Cross-sell Launch Growth Service 72

Salesforce

NOVEMBER 29, 2023

Pairing processes, like case and incident management, with automation and AI increases productivity. Enlist chatbots for basic service needs with advanced AI to provide smarter, more personalized responses — now capable of analyzing customer sentiment.

Service 59

Service Entertainment Customers Technology 59

Sales Pop!

SEPTEMBER 1, 2022

Be the first to begin the appointment conversation by thanking your prospect for their time and hearing their response. In the moment, let them know they reminded you of an incident to share a quick anecdote. Doing so will put you in the driver’s seat to improve sales more easily.

Appointment 72

Appointment Drivers/motivators Sales Represent 72

Smarter With Gartner

AUGUST 16, 2021

For example, automation of workload placement policies and cybersecurity controls protect organizations from bill shock and security incidents. Digital business enables real-time reaction and change in response to market events or conditions, too.

Government 91

Government Strategize Growth Technology 91

A Sales Guy

SEPTEMBER 14, 2015

This response just pisses people off. Still others just try to deflect responsibility altogether by dismissing the incident and not even responding. These responses don’t work and only serve to make the situation worse. It’s designed to address the offenders issues, not the offended. It’s that simple.

Start-ups 118

Start-ups Customers Service Sales 118

Miller Heiman Group

DECEMBER 8, 2020

Here are just a few examples of the growth in customer experience KPIs that the company has seen: A faster fixed response time. A successful incident closure rate that has improved from 90.5% A 6% drop in the number of cases that escalate to manager involvement. Fewer abandoned calls, dropping from 4.3%

Customers 64

Customers Contract Technology Technology 64

Partners in Excellence

JUNE 14, 2020

I’d see incidents of abuse and mistreatment, and, clearly, criminal actions–often performed by those chartered to enforce the law, “to serve and protect.” I have always believed we control our destinies and must take responsibility. It’s our obligation as active/responsible members of our society.

Education 90

Education Start-ups Conversion Promote 90

Hubspot

DECEMBER 8, 2022

My response shortened the meeting to three minutes and left my salesperson and the soon-to-be-former customer speechless — I congratulated him on his new supply source, told him we would not change our price, stood up, and left. However, being a supplier offering significant technical service, our product's price wasn't exactly cheap.

Negotiate 59

Negotiate Price Clients Consult 59

Sales Pop!

MARCH 31, 2023

Looking back on history, the world was very different when this incident took place, so let us first describe that. It wasn’t until they exploded that responsible government parties noticed and intervened. Two Empires This conflict occurred in Syria and Lebanon, where the Ottoman Empire ruled at the time.

Territory 52

Territory Government CRM Pipeline 52

SaaStr

APRIL 16, 2020

It was really a cross-functional effort with sales and marketing and product and a growth team that’s responsible for all our digital and web presence. So back in February, we started to see on our platform that our customers were labeling the types of incidents that they use PagerDuty for with pandemic or coronavirus or COVID-19.

Cross-sell 74

Cross-sell Objectives and Key Results Campaign Start-ups 74

Partners in Excellence

MARCH 23, 2012

Each department is apparently responsible for a particular aspect of the problem. Too many of the people I have dealt with in this incident only see their part of the problem in the customer record, and are oblivious to my problem. Each one of them has been very polite and reassuring, “We will get your problem solved!

Service 89

Service Customers Represent Follow-up 89

Highspot

MAY 19, 2020

Everyday decision-making and processes across roles and functions have the power to bolster a company’s resilience or result in challenging incidents.

Technology 98

Technology Technology Represent Strategize 98

SaaStr

MAY 15, 2019

The company boasts over 10,000 organizations and 350,000 paid users on it’s SaaS incident response platform for IT. PagerDuty was founded in 2009 and recently began trading on the NYSE under ticker symbol $PD this April, seeing a whopping 50% pop in the stock right at open.

Gambling 68

Gambling Up-sell Launch Start-ups 68

Sales Hacker

AUGUST 26, 2021

All additional clauses in your plan were probably introduced because of a bad past incident by a rep. Sales reps are compensated mainly for opportunity closures but it is not uncommon for them to be held responsible for opportunity generation along with the SDR. Don’t be hard on RevOps and finance folks for putting guardrails up.

Commission 97

Commission Quota Sales Finance 97

Sales Hacker

OCTOBER 22, 2017

These incidents may involve just about anyone, including clients, peers, management and other parties. High-performing salespeople have been known to use these incidents as a platform for converting new leads or an avenue for demonstrating a workplace solution to management. . Responsible. Goal-Oriented.

Negotiate 102

Negotiate Teamwork Referrals Relationship building 102

Lead Fuze

JULY 1, 2021

“IBMers are personally responsible for the content they publish online, whether in a blog, social computing site or any other form of user-generated media.” If you recently had an incident, you’ll have the context to go along with this one. Company name] employees are responsible for the content they publish online.

Represent 59

Represent Construction Follow-up Contact 59

Search Engine Land

SEPTEMBER 5, 2023

By analyzing which keywords are responsible for traffic drops, and optimizing them for SGE, you can save a website from a large expected traffic drop with relatively low effort. This page originally ranked between position 1-3 on Google for the keyword [incident response], but in SGE, it wasn’t ranking.

CTR 144

CTR Technique Strategize Niche 144

Hubspot

DECEMBER 15, 2017

After all, in marketing, our responsibilities largely boil down to outreach and building an audience, and sometimes, that involves obtaining, storing, and processing the personal data of users who come across our content. Here's where regulations like the GDPR become the marketer's responsibility. That reinforces the idea that U.S.-based

Legal 78

Legal Contract Represent Consult 78

Hubspot

MARCH 30, 2017

Incidents like Gamergate , actor Robin Williams’ death , and the backlash over actress Leslie Jones’ casting in an all-female remake of Ghostbusters shed light on the ugly side of Twitter -- the side where individuals hide behind egg profile photos and false names and use hateful, discriminatory language. 1) Expanded notification filtering.

Follow-up 76

Follow-up Start-ups Networking Promote 76

SalesLoft

OCTOBER 16, 2019

As standalone incidents, no big deal, right? When confronted with a team member’s mistake, breathe for a minute and formulate a gracious response. So, now that you are the boss, how invested are you in your team’s personal growth? . Maybe you blow off weekly 1-on-1s sometimes. No one’s perfect. But little things add up.

Sales 55

Sales Relationship building Trust Lead generation 55

Hubspot

SEPTEMBER 15, 2017

Once the announcement was made, it was clear that Equifax was completely unprepared to handle the response. Mine told me that my “personal information may have been impacted by this incident,” while her results said that it wasn’t. I tried it myself and compared my results to a friend’s.

Drivers/motivators 75

Drivers/motivators Technology Technology Launch 75

Hubspot

APRIL 4, 2018

Again, this incident is not to be confused with a data leak. Okay, so, we clearly have a lot to learn from these three incidents -- all in light of the fairly recent Facebook and Cambridge Analytica data news. Why This Is Important. But try to avoid labeling it as such, and instead, focus on a resolution.

User Experience 68

User Experience Networking Follow-up Manufacturing 68