Jun
18
2020
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Intercom announces the promotion of Karen Peacock to CEO

Three years ago almost to the day, Intercom announced that it was bringing former Intuit exec Karen Peacock on board as COO. Today, she got promoted to CEO, effective July 1. Current CEO and company co-founder Eoghan McCabe will become Chairman.

As it turns out, these moves aren’t a coincidence. McCabe had been actively thinking about a succession plan when he hired Peacock. “When I first started talking to Eoghan three years ago, he shared with me that his vision was to hire someone as COO, who could then become the CEO at the right time and he could transition into the chairman role,” Peacock told TechCrunch .

She said while the idea was always there, they didn’t feel the need to rush the process. “We were just looking for whatever the right time was, and it wasn’t something we were expected to do in the first year or two. And now is really the right time to transition with all of the momentum that we’re seeing in the market,” she said.

She said as McCabe makes the transition away from running the company he helped found, he will still be around, and they will continue working together on things like product and marketing strategy, but Peacock brings a pedigree of her own to the new role.

Not only has she been in charge of commercial aspects of the Intercom business for the past three years, prior to that she was SVP at Intuit where she ran small business products that included QuickBooks, and grew it from a $500 million business to a hefty $2.5 billion during her tenure.

McCabe says that experience was one of the reasons he spent six months trying to convince Peacock to become COO at Intercom in 2017. “It’s really hard to find a leader that’s as well rounded, and as unique as Karen is. You know she doesn’t actually fit your typical very experienced operator,” he said. He points to her deep product background, calling her a “product nerd,” and her undergraduate degree in applied mathematics from Harvard as examples.

In spite of the pandemic, she’s taking over a company that’s still managing to grow. The company’s business messenger products, which enable companies to chat with customers online, have become increasingly important during the pandemic with many brick-and-mortar businesses shut down and the majority of business is being conducted digitally.

“Our overall revenue is $150 million in annual recurring revenue, and a supporting data point to what we were just talking about is that our new business to up market customers through our sales teams has doubled year over year. So we’re really seeing some quite nice acceleration there,” she said.

Peacock says she wants to continue building the company and using her role to build a diverse and inclusive culture. “I believe that [diversity and inclusion] is not one person’s job, it’s all of our jobs, but we have one person who’s the center post of that (a head of D&I). And then we work with outside consulting firms as well to just try and stay in a place where we understand all of what’s possible and what we can do in the world.”

She adds, “I will say that we need to make more progress on diversity and inclusion. I wouldn’t step back and pat ourselves on the back and say we’ve done this perfectly. There’s a lot more that we need to do, and it’s one of the things that I’m very excited to tackle as CEO.”

According to a February Wall Street Journal article, less than 6% of women hold CEO jobs in the U.S. Peacock certainly sees this and wants to continue to mentor women as she takes over at Intercom. “It is something that I’m very passionate about. I do speak to various different groups of up and coming women leaders, and I mentor a group of women outside of Intercom,” she said. She also sits on the board at Dropbox with other women leaders like Condoleezza Rice and Meg Whitman.

Peacock says that taking over during a pandemic makes it interesting, and instead of visiting the company’s offices, she’ll be doing a lot of video conferences. But neither is she coming in cold to the company having to ramp up on the business side of things, while getting to know everyone.

“I feel very fortunate to have been with Intercom for three years, and so I know all the people and they all know me. And so I think it’s a lot easier to do that virtually than if you’re meeting people for the very first time. Similarly, I also know the business very well, and so it’s not like I’m trying to both ramp up on the business and deal with a pandemic,” she said.

Aug
05
2019
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Segment CEO Peter Reinhardt is coming to TechCrunch Sessions: Enterprise to discuss customer experience management

There are few topics as hot right now in the enterprise as customer experience management, that ability to collect detailed data about your customers, then deliver customized experiences based on what you have learned about them. To help understand the challenges companies face building this kind of experience, we are bringing Segment CEO Peter Reinhardt to TechCrunch Sessions: Enterprise on September 5 in San Francisco (p.s. early-bird sales end this Friday, August 9).

At the root of customer experience management is data — tons and tons of data. It may come from the customer journey through a website or app, basic information you know about the customer or the customer’s transaction history. It’s hundreds of signals and collecting that data in order to build the experience where Reinhardt’s company comes in.

Segment wants to provide the infrastructure to collect and understand all of that data. Once you have that in place, you can build data models and then develop applications that make use of the data to drive a better experience.

Reinhardt, and a panel that includes Qualtrics’ Julie Larson-Green and Adobe’s Amit Ahuja, will discuss with TechCrunch editors the difficulties companies face collecting all of that data to build a picture of the customer, then using it to deliver more meaningful experiences for them. See the full agenda here.

Segment was born in the proverbial dorm room at MIT when Reinhardt and his co-founders were students there. They have raised more than $280 million since inception. Customers include Atlassian, Bonobos, Instacart, Levis and Intuit .

Early-bird tickets to see Peter and our lineup of enterprise influencers at TC Sessions: Enterprise are on sale for just $249 when you book here; but hurry, prices go up by $100 after this Friday!

Are you an early-stage startup in the enterprise-tech space? Book a demo table for $2,000 and get in front of TechCrunch editors and future customers/investors. Each demo table comes with four tickets to enjoy the show.

Sep
05
2018
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Vital Software comes out of stealth to make ER visits less terrible

After two years operating in stealth, Mint .com founder Aaron Patzer’s new startup Vital Software is open for business.

Patzer made the announcement Wednesday while on the Next Stage at Disrupt SF.

Patzer’s company, which he co-founded with Dr. Justin Schrager of Emory University, is an enterprise software business that aims to make emergency rooms visits easier and more efficient for patients and doctors. The company is tackling the ER experience first and sees opportunity for the software in a hospital or health care facility, Patzer said.

“It’s a terrible experience, and not just because of the emergency,” Patzer said while on stage.

The software features an easy patient check-in system and uses AI natural language processing to find out more from the incoming patient. The system is dynamic, meaning it can ask follow up questions to the incoming patient to gather more information. By the time nurses see the patient, they’re already equipped with the information they need. The software also provides updates to the patient, such as possible wait times.

The idea is to give doctors and nurses software that is useable, Patzer said, noting that software found in hospitals is outdated. “It’s literally Windows 98 software.”

The company is self-funded, although Patzer noted off stage that they plan to raise funds next year. The company has one customer, a large hospital system he couldn’t name, that is now trialing the software.

In his view, software is constant need for disruption. His timeline: about every 10 years. That just happens to put Mint.com, he said, in a spot ripe disruption.

May
24
2017
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Tennis star Serena Williams joins SurveyMonkey’s board

 Serena Williams (yes, THAT Serena Williams) has joined the board of consumer survey startup SurveyMonkey, along with Intuit CEO Brad Smith. This is the tennis superstar’s first venture into Silicon Valley and, according to a SurveyMonkey spokesperson, came about at the suggestion of fellow board member and Facebook’s chief operating officer Sheryl Sandberg. Read More

Aug
25
2015
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More Layoffs For Intuit As Company Continues Realignment

Intuit quickbooks Intuit is laying off 249 employees, mostly in the company’s Small Business Group, according to an internal memo from CEO Brad Smith reviewed by TechCrunch. We first heard about the layoffs this morning, and Intuit confirmed the layoffs to TechCrunch. In June, Intuit laid off 399 employees as part of a company realignment. Last week as part of its quarterly earnings, the company said that… Read More

Jun
26
2015
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Intuit Lays Off 399 Employees In Company Realignment

Intuit quickbooks Intuit has confirmed to TechCrunch that it has laid off 399 people, or just under 5 percent of the company’s roughly 8,000 employees, in a re-alignment of the company. Patrick Barry has also stepped back from leading Demandforce, though he remains an employee of Intuit. Read More

Jan
21
2015
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Intuit Buys ZeroPaper, Its First Acquisition In Brazil

intuit-zeropaper Accounting software giant Intuit is looking to raise its game in international and emerging markets, and it’s doing so in part by way of acquisition: the U.S. company has bought ZeroPaper, a startup out of Brazil that offers cloud-based accounting services to small businesses, specifically money management solutions. Terms of the deal have not been disclosed. ZeroPaper says in a blog… Read More

Dec
10
2014
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Intuit Buys UK’s Acrede To Expand Its Global Payroll Services

international money Intuit has quietly made another acquisition today to expand its accounting and back office management business, this time focusing on payroll. Acrede, a Jersey, UK-based provider of global, cross-border and cloud-based payroll services, is joining Inuit; and its CEO and founder, Karen Paterson, is being named Intuit’s director of payroll platform. Financial terms and other details of… Read More

Aug
13
2014
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Intuit Acquires ItDuzzit, An IFTTT-Style Service For Businesses To Connect Cloud Apps

Clouds on a blue sky More acquisitions for Intuit as it continues to build out its cloud services platform for small and medium businesses. It has bought itDuzzit — a Chicago-based startup that provides tools for businesses to integrate different web and mobile apps with each other: think IFTTT for enterprises. Terms of the deal were not disclosed, but it looks like that product will continue to live on,… Read More

May
08
2014
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Intuit Buys Lettuce Apps For $30M To Add Inventory And Order Management To Quickbooks

3856064468_c42f4132f3_b Some consolidation afoot in world of cloud-based enterprise services. Intuit has made another acquisition to help position itself as the go-to place for small and medium businesses to run their offices in the cloud: it has bought Lettuce, a platform for companies to manage both orders and inventory online. Lettuce is not disclosing the terms of the deal in its announcement, but we have confirmed… Read More

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