I finally got around to uploading my presentation on Creating a Data-Driven Business today.
I gave this talk last fall at the Business of Software Conference here in Boston. The talk is a variant of my Creating a Data-Driven Startup version.
Since Performable was acquired by HubSpot last June (2011), news here and here, I’ve had the chance to learn a lot about creating and scaling a highly data-driven business. I hope you find the presentation useful.
Looking back at the last 1.5 yrs since we started Performable, one thing is very clear: the single best decision we ever made was to make customer service everyone’s job.
Everyone on the team is assigned a day on our support calendar when they answer the phones, reply to all emails and proactively reach out to customers to see if they can be helpful. This customer service focus has grown from a company mantra to a company religion. Obsessive customer focus shapes everything we do, from how our dev team builds our product to how we recruit new team members.
Yesterday my co-founder, Josh Porter, gave a great talk at a MassTLC SaaS event that shares our greatest secret weapon, customer driven management.
We’re always looking to do a better job. If we missed anything please let me know below in the comments and we’ll send you an awesome Performable t-shirt.
At Performable we are building the Salesforce.com of Marketing.
Along the way we have expanded our service to better meet the needs of our customers. Lots of startup people viewed this evolution as “pivots“, a term made famous by Eric Ries and the Lean Startup movement.
I didn’t really see our evolution as a series of “pivots” but I can see how others saw them as such.
At SXSW this year I presented the following Case Study on Performable and our early evolution:
Please let me know if you found this presentation useful.