The traditional SaaS sales team structure focuses on outbound sales, where salespeople pursue unfamiliar or uninterested leads. However, Intercom built an inbound sales team that prioritizes consultative selling and connects with people who have interacted with their product in a meaningful way. This approach has been successful, requiring quintupling the sales development representatives (SDRs) from three to 17 members. Key lessons learned include understanding the new SDR profile, qualifying leads for opportunity, emphasizing quality and quantity, evaluating performance beyond cold data, and investing in the future of SDRs. By prioritizing inbound sales and empowering their customers to succeed, Intercom aims to continue building, scaling, and optimizing their SDR team structure.