Startup for Startup - Global ⚡ by monday.com

There’s plenty of information about fundraising processes – finding investors, building an investment deck, what an optimal term sheet looks like, and so on. But signing a term sheet with investors is only the beginning of a very long relationship.

How does the day after the investment look? What are the best practices for communicating with your investors? How do you develop trust between the parties, and how do you maintain it?

This week we’re joined by Ken Fox, Managing Partner @ Stripes Group – the investor that led our Round C. We talk openly about the interests of investors and founders, discussing ways to align on goals, the importance of transparency in relationships, and one exceptional dog.

https://www.startupforstartup.com/the-day-after-investment-building-beneficial-relationships-with-investors/
https://www.facebook.com/groups/startupforstartup/

 

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Customers are the driving force for monday.com’s growth. Early adopters can become potential promoters within their workplaces. We call these amazing folks our champions of monday.com.

How can monday.com create opportunities for those champions who want to attract teams in their organization to our platform? How can we identify them in time? 

This week, Lauren Spera, Enterprise Account Manager at monday.com, takes us through the journey of doing enterprise sales using the flywheel approach. Replacing the traditional funnel approach, it centers around satisfied customers that increase referrals and sales within enterprises.

We talk about how to find champions within clients’ teams and when is the right moment to give the flywheel a nudge to increase its momentum? Also, what is the right time to let go and let it work on its own?

https://www.startupforstartup.com/enterprise-sales-turning-customers-to-promoters/
https://www.linkedin.com/groups/9094462/

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Customer Success is the one team in the company that receives feedback from every shape and size of customers; whether they’re coming from a trial or paying and large or small accounts., paying, large or small accounts. We receive roughly 30,000 tickets a month covering many different needs and we answer each ticket as if it were our only user – with empathy and empowerment.

But we realized that this wasn’t enough. We could use this information to enhance the platform, reduce our ticket load and empower our users even more. Essentially, we want to share with the rest of our teams what users say about the features we release and pain points they might have and to show trends or correlations between what our R&D and Product do and what users are saying as a result.

So how can we turn 30K tickets a month into insights that everyone in the company can work with?

This week’s guest is Effie Arman, Head of Customer Success Israel here at monday.com. Effie walked us through what we call ”Voice of Customer” and shared with us how this challenge of turning support tickets into actionable insights is being addressed.

https://www.startupforstartup.com/turning-30k-support-tickets-a-month-into-actionable-insights/
https://www.facebook.com/groups/startupforstartup/

 

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In August 2018, our Sales team became a Consulting Group. Beyond the formalities, we wished to understand what this transition means and implies in reality.

And so Mitchell Blickman, Senior Workflow Consultant at monday.com, joined us this week to discuss why “consulting” better reflects the way we perceive ourselves and the value we bring to our customers.

We also talked about the new practices and KPIs that were adopted to better align with this new approach and learned about the challenges that the team has encountered on the transition and the way the overcame them.

https://www.startupforstartup.com/from-sales-to-consulting/
https://www.facebook.com/groups/startupforstartup/

 

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This is an episode about 6 billion dollars. 
Sounds provocative, but this is the size of the fund managed by one of our investors, Insight Capital Partners. Our guest, Jeff Horing, is a Co-Founder and Managing Director at Insight since 1995.

Not only Insight is one of the leading venture capital and private equity firms worldwide, but they have also taken a special interest in Israel, making an investment into companies such Wix, Walkme, SiSense, Jfrog and, of course, monday.com.

On this episode, Roy Mann joined us as we “flipped sides” and tried to understand better the investor’s point of view – what challenges do they encounter, what are their own KPIs, and how do they define success?

This isn’t just a thought experiment – we strongly believe that understanding how investors think about their own business can be beneficial to every founder in a fundraising process and in general.

https://www.startupforstartup.com/the-investor-point-of-view-jeff-horing/
https://www.facebook.com/groups/startupforstartup/

 

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Leah Walters, Head of Communications at monday.com walked us through the challenges of doing PR for startups and why communication is essential to success.

We discussed how to get the right message out, the difference between Israeli and foreign press and why not all news is good news.

We also dug into monday.com’s current NYC billboard campaign and how its effect is being measured.

https://www.startupforstartup.com/pr-for-startups-whats-it-all-about-3/
https://www.facebook.com/groups/startupforstartup/

 

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