Qualtrics: Scaling an Inside-Sales Organization

Learning Objective

This case presents an overview of how a company can achieve scale with an inside-only sales model then challenges the reader to contemplate whether an inside-sales model can scale in the face of a diversifying customer base and product set. Teaching goals of this case include: • Entrepreneurial sales organization strategy • Options for sales-team evaluation and incentive structures • Sales process techniques (top-down vs. bottoms-up sales) • Scaling of sales organizations; constraints and opportunities during times of extreme flux • Planning for change in a growing company Through the case Qualtrics faces several phases in its evolution- concept, first product, initial traction, scale, and then significant investment. The sales team is an engine through all of these phases. This case teaches the readers about the benefits and challenges of entrepreneurial growth from the perspective of the sales organization.