All of our Customer focused articles

Product

Clay’s Path to Product-Market Fit — A 7-Year 'Overnight Success'

Clay co-founder and CEO Kareem Amin sits down with First Round Partner Todd Jackson for a behind-the-scenes look at how he grappled with narrowing Clay’s scope and tactics for landing on the right ICP.

Product

From Flagship Back to Fledgling: Lessons on Going Multi-Product From an Early Stripe PM

In this exclusive interview, Tara Seshan shares nine lessons from her playbooks for going multi-product, drawing on examples from both Stripe and Watershed.

Sales

The Startup’s Guide to Customer Advocacy: How to Get Closer to Your Champions

Customer advocacy is more than just case studies. Kalina Bryant (formerly of Asana, Talkdesk and Marketo) shares tactical advice for turning customers into advocates, with tailored pointers for startups on a budget.

Starting Up

Counterintuitive Lessons on How to Get Better as You Scale, From Twilio’s Jeff Lawson

13 years after Twilio first launched, CEO and co-founder Jeff Lawson opens up about the peaks and valleys to share a set of unconventional company building lessons on how to get better as you scale — from introducing new products and refining go-to-market strategies to focusing annual planning.

Product

This VP is Doing Things Differently in the Product Org — Here’s His Playbook

As the VP of Product at Divvy, Tyler Hogge shares his tips for truly empowering your product managers to deliver outcomes, including aligning with revenue teams and adding variable comp.

PR & Marketing

From Instant Pot to Instagram: Critical Lessons in Startup Community Building

Bailey Richardson (an early Instagram hire and current partner at People & Company) has studied ordinary people who started extraordinary communities. Here, she shares the nuts and bolts of how startups should approach community building, highlighting eight valuable lessons on how the best communiti

Product

From Zero to IPO: How Growth Needs to Evolve at Every Startup Stage

There's no one-size-fits-all growth advice. Brian Rothenberg, former VP of Growth at Eventbrite, breaks down the three broad phases of the startup lifecycle. For each phase, he identifies key targets that startups should aim for to kick their growth strategy to the next level.

Sales

Mastering the Art of the Outcome: How Guru Turned Customer Success Into a Company Cornerstone

At Guru, customer success is at the center of every aspect of company-building, from product design to sales strategy. Co-founder and CEO Rick Nucci shows how a relentless dedication to outcomes gives startups a competitive edge.

Starting Up

The Inside Story of How This Startup Turned a 216-Word Pitch Email into a $2.6 Billion Acquisition

Looker went from a single customer to more than 1700, from a small, scrappy team in Santa Cruz to a 700-person company spanning eight offices around the globe. Now on the heels of its acquisition by Google, co-founders Lloyd Tabb and Ben Porterfield, CEO Frank Bien, and first investor Bill Trenchard

Sales

How Backcountry’s Support Reps Go the Extra Mile — And Get Invited to Their Customers’ Weddings

This online outdoor gear and clothing company blends service and sales to craft a customer experiences that wows. VP of Sales and Customer Service Chris Purkey walks us through how startups can learn from Backcountry's approach to beat the scale of more established competitors with authentic, white

Product

User-First Monetization — Lessons from Instagram and Strava

James Quarles played a crucial role in creating Instragram's multi-billion dollar business model. Now CEO of Strava, he's sharing the fundamentals of healthy monetization for startups.

PR & Marketing

The Case For Startups to Put CX at Their Core

At eero, the Customer Experience (CX) team is known as the "truth squad." Here's how its CEO and Co-founder Nick Weaver and Head of CX Dana Lindsay built and scaled an essential — but often overlooked — discipline at startups.