Qualtrics: Scaling an Inside-Sales Organization

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: •\tEntrepreneurial sales organization strategy •\tOptions for sales-team evaluation and incentive structures •\tSales process techniques (top-down vs. bottoms-up sales) •\tScaling of sales organizations; constraints and opportunities during times of extreme flux •\tPlanning 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.