June 1, 2017
By Nicola Breen
David Cancel is a five-time entrepreneur, two-time CEO, angel investor, and currently the CEO at Drift, a startup that’s making it easier for businesses to talk to their customers. Previously, he was at HubSpot as Chief Product Officer after they acquired his company, Performable.
Every company claims to be ‘customer-driven’. They’ll have framed posters on the wall – “Solve for The Customer.” None of that means anything unless you actually make the structural decisions to ensure it. Why is hiring people who are customer-driven the key to a successful product team? David explains in this talk how to structure product teams to increase employee retention and customer focus. What does a feedback loop directly between the engineers and customers look like? Roadmaps solve for the company not the customer. What solves for the customer is non-stop testing and continuous improvement. Introducing unnecessary process can create barriers to customer centricity. What processes should you incorporate? What metrics should product teams and engineers be guided by?