THE DREAM IN ACTION

I’ve been thinking a lot about customer development over the past few months. It’s a new way of thinking as a company, it’s a new way of approaching marketing, product building, and customer service. It’s changing, or maybe already has changed, the way companies think about the relationships with their customers, and it’s never been easier to employ this strategy than in early stage technology companies. And that’s exciting.

One of the smartest pieces of startup advice I’ve heard in a while was Andy Rachleff of Benchmark Capital saying, “The most important thing to look for in a founder: Authenticity”. (thanks to @TristanWalker for pointing me to this quote) The same goes for evaluating a startup as a whole, is the corporate philosophy of the company true to it’s actions? Is the company authentic about what they tell customers and partners? Take Comcast for example: They say they are listening to customers, they have a large team scanning twitter to make sure that customers voices are heard, but they sure as hell don’t seem to be listening to customer feedback about their phone support, or cable and internet packages. In short, it’s terrible. They’re not using customer development to drive their product offerings. True customer development focused startups make this a priority, and that helps them brand themselves as authentic.

Companies that that make learning a priority are exciting and they’re the type of companies I want to work with.

Today I was in a mtg about how GE will work to reach out to potential job candidates. Surprisingly, the recruitment practices are on the cutting edge of listening and reaching out to candidates and meeting them on the platforms that they use. They’ve abandon the “they’ll come to us” mentality that will fail every time. I don’t care if it’s a 2 person startup or a Fortune 2 behemoth, you have to listen and engage in customer feedback at the customers level or you will no be able to accurately road map your product.

Similarly, with the work I’ve been doing with Foursquare the team is very interested in the user feedback. To the point that they are intimately aware that the game must develop with user feedback in mind for it to remain compelling. With the recently inclusion of deals ‘in-game’ it’s only become more valuable for users. In the past it was just fun, now Foursquare is benefiting users financially, and that has staying power.

LEARNING companies solve problems quickly while remaining true to their strategy. LEARNING companies keep users and customers happy even when they don’t give them everything they want. LEARNING companies focus on long term value and they don’t let their products get stale. LEARNING companies measure the metric of user/customer engagement and realized that there is valuable data to be measured there. LEARNING companies listen.

If there is one thing that will be consistent with my career, I want to work for LEARNING companies.

image via flickr

In October of 2008 I launched a company called SocialDreamium LLC. I started out doing social web consulting work and used the revenues from that to fund the development of our first product. I recruited a co-founder and development team in December 2008 and we “broke ground” on our product just before the New Year.

Now in late-May 2009 we’ve decided to shut down SocialDreamium and move on. What did we get out of the business? A much better understanding of the social web landscape and significant entrepreneurial lessons learned. As much as I don’t like writing this post, it’s extremely valuable for all of you who are, or will be, in the same boat. The startup road is a narrow and rough one to travel along, my only hope is that you will be smart enough to learn from my mistakes. We weren’t just unlucky, we screwed somethings up; below are many (but not all) of the top lessons I learned from the 8 months we devoted to SocialDreamium.

lanjut →

There is something that I’ve been struggling with a great deal recently and an article I read tonight by Paul Graham made the struggle even worse. The issue originated from my decisions surrounding what I should be reading, how I should be spending my “develop Ryan time” and what sort of further education I should pursue. The struggle I’ve been facing is this, “is it more important to know how to do or to do.”

This struggle also ties back to the motivation behind my other blog ActionsTalk. Often times I find myself discussing ideas, learning how to implement new ideas, and working to further develop those ideas but not as often do I find myself acting on those ideas. Maybe action is the significantly more important piece.

The example that comes most easily to mind is a web app. I always seem to have great ideas around new web solutions for all kinds of different life and business problems but I much less (almost never) find myself trying to develop (in the coding sense not the growth sense) these new ideas/applications. In this scenario I often question if I’m spending my time wisely. Just because I’ve read about hundreds of start-ups, tested hundreds of start-ups tools and apps, and could easily tell you all the do’s and the do not’s of starting a start up company doesn’t mean I’m any closer to starting one.

Paul Graham’s conclusion in the article was disturbing in that I’ve spent a lot of time trying to understand many of the how’s and what’s of the start-up process such as how to obtain funding, how do I choose a language and what are the capabilities of that language, and what are the most profitable idea industries. I haven’t spend as much of my time learning the languages, writing the code or actually “creating” anything. Paul’s contention is that you don’t need to know “business” to succeed in this process. You don’t need to know the process before you dive in. Well I’ve been spending much of my time on understanding and learning the process. If Paul is right, then that’s scary.

Maybe it’s time I stopped worrying about the start up industry. Maybe it is time that I pick up that PHP/MySQL book by my bed that’s practically unopened and begin to dive into the doing, the coding, the ever so important creation phase of this process. The learning will not stop it will just change. Now I believe the learning will be more applicable and a bit less theoretical.

Anyone who has gone through the process of transitioning from “reading about” to “doing”, I would love to hear your feedback on the experience and what conclusions you drew on Paul Graham’s theory.