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Dharmesh Shah (Co-Founder/CTO, Hubspot) - Facing Fears To Build A Better Software Business

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This video for this talk from Business of Software Conference USA 2019 will be published here soon: http://businessofsoftware.org/videos

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Dharmesh Shah (Co-Founder/CTO, Hubspot) - Facing Fears To Build A Better Software Business

  1. 1. D H A R M E S H S H A H CO-FOUNDER & CTO Facing Fears to 
 Build a Better Software Business Version 01.04.01
  2. 2. Hi, I’m @dharmesh This is #bos2019
  3. 3. Marketing, sales and CRM software. I’m co-founder/CTO
  4. 4. My History With Business of Software
  5. 5. My History With Business of Software 1, 1, 1, 1, 1, 3, 3…
  6. 6. SoftwareBusiness
  7. 7. PUBLIC SPEAKING Personal stories can you make you seem almost human. Yes, you can say words out loud! INTROVERTS FOR
  8. 8. DREADx FEARS WORTH SHARING
  9. 9. DREADx FEARS WORTH SHARING x = independently made-up non-event.
  10. 10. Professional FearsPersonal Fears
  11. 11. Professional FearsPersonal Fears (B2B)(B2C)
  12. 12. My Biggest Fears
  13. 13. My Biggest Fears
  14. 14. My Biggest Fears
  15. 15. My Biggest Fears
  16. 16. People Who Did Not Invent The Venn Diagram
  17. 17. John Venn (1834 - 1923) People Who Did Not Invent The Venn Diagram
  18. 18. GarfunkelSimon Simon & Garfunkel
  19. 19. Loves Carrots Loyal Friend
  20. 20. Sven Diagram Loves Carrots Loyal Friend
  21. 21. Overcoming obstacles often involves the intersection of different 
 but complementary things.
  22. 22. The Five Fears
  23. 23. 1 Fear Of Commmitment
  24. 24. A hesitation to commit often stems from wanting to hedge your bets. Fear of Commitment1
  25. 25. When you commit to nothing, you compromise on everything.
  26. 26. Opportunity T.A.M. (Total Addressable Market)
  27. 27. T.A.M. Opportunity I.A.M. (Total Addressable Market)
  28. 28. T.A.M. Opportunity I.A.M. (Immediately Accessible Market) (Total Addressable Market)
  29. 29. Fear of Commitment1
  30. 30. We should stop debating this and just decide. Fear of Commitment1
  31. 31. Small Enough
 to Delight Big Enough to Grow Defining Your Market Fear of Commitment1
  32. 32. When you narrow your focus instead of broadening your market, it’s easier to grow. Fear of Commitment1
  33. 33. Need to e x p a n d your market?
  34. 34. Existing Product Existing Customer Existing Product New Customer New Product Existing Customer New Product + New Customer Customer Product
  35. 35. Existing Product Existing Customer Existing Product New Customer New Product Existing Customer New Product + New Customer Customer Product
  36. 36. Existing Product Existing Customer Existing Product New Customer New Product Existing Customer New Product + New Customer Customer Product
  37. 37. It’s usually easier to build a new product than it is to build a new customer base. Pro tip: New products can often reuse parts of old product.
  38. 38. The long-term success of a software company is correlated to the level of leverage. Commit to your code. Don’t compromise.
  39. 39. What We Should FearWhat We Fear Unwavering Commitment Uninspired Compromises
  40. 40. Fear Of Differences 2
  41. 41. Fear of Differences2
  42. 42. Dharmesh Shah (Me 1.0) Fear of Differences2
  43. 43. David Shah (Me 2.0) Fear of Differences2
  44. 44. @dharmesh (Me 3.0) Fear of Differences2
  45. 45. I met this guy named Brian. He was very clueful.
  46. 46. There was just one problem with Brian.
  47. 47. I MBAs. MBA Fear of Differences2
  48. 48. My Friends MBANot MBA Fear of Differences2
  49. 49. I’m an MBA student too. Fear of Differences2
  50. 50. VP Marketing VP Sales VP Customer Support VP Engineering Founder/CEO Founder/CTO MBA MBA MBA MBA MBA MBA Fear of Differences2 Early HubSpot Team
  51. 51. Not all geeks are technology geeks. There’s such a thing as business geeks. As important as tech geeks
  52. 52. VP Marketing VP Sales VP Customer Support VP Engineering Founder/CEO Founder/CTO Fear of Differences2 Early HubSpot Team MBA MBA MBA MBA MBA MBA
  53. 53. The best time to build with diversity: time t=0
  54. 54. The next best time: t=(n w) The best time to build with diversity: time t=0
  55. 55. Being different is not just OK, Fear of Differences2
  56. 56. The “Are You an Introvert” Test™ Fear of Differences2
  57. 57. Think of a sentence 
 that uses the word “network.” The Quick “Are You an Introvert” Test™ Fear of Differences2
  58. 58. EXTROVERT net·work verb “I went to that party so 
 I could network.”
  59. 59. EXTROVERT net·work verb “I went to that party so 
 I could network.” INTROVERT net·work noun “I didn’t go to the party because the network was down.”
  60. 60. “This person is a culture fit.” “This person is a 
 clone of me.” a fine line Fear of Differences2
  61. 61. How do I know if I’m correctly 
 hiring for culture or convenience?
  62. 62. Communicate Your Culture CultureCode.com Clearly articulate 
 what you value, who you value, and how you operate. Fear of Differences2
  63. 63. What We Should FearWhat We Fear What We Should FearWhat We Fear Dealing with Differences Surrendering to Sameness
  64. 64. Fear Of Change 3
  65. 65. Deliver shareholder value. Purpose of a Corporation:
  66. 66. Statement on the Purpose of a Corporation: Investing in 
 our employees Delivering value 
 to our customers Generating long- term value for shareholders We share a fundamental commitment to all 
 of our stakeholders. We commit to: Fear of Change3
  67. 67. Companies should focus on two delightful experiences: 1 An experience 
 for customers An experience 
 for employees 2 Fear of Change3
  68. 68. Your people are customers too.
 The product they 
 adopt is your culture. Fear of Change3
  69. 69. The goal is not to make your product awesome, but to make your customer awesome. Kathy Sierra
  70. 70. There’s an imbalance between the demand… …and supply of exceptional talent.
  71. 71. What’s the flagship feature people want from your company? What will help you win?
  72. 72. You need a machine learning powered approach to recruiting on the blockchain.
  73. 73. You need a machine learning powered approach to recruiting on the blockchain. (just kidding)
  74. 74. Future of Work = (flexibility) geographic flexibility (where) schedule flexibility (when) method flexibility (how)
  75. 75. where, when, and how they want. customers want to connect Fear of Change3
  76. 76. Fear of Change3 employees want to work where, when, and how they want.
  77. 77. where, when, and how they want. customers want to connect + employees want to work Fear of Change3
  78. 78. The best way to win the battle for talent is to go 
 big on a distributed team. Fear of Change3
  79. 79. Remote 
 Employees Most searched term 
 on HubSpot jobs site Biggest office is the living room Remote Work at HubSpot Fear of Change3
  80. 80. Growth of Remote Employees Over Time Fear of Change3
  81. 81. remote people 
 = 
 people Fear of Change3
  82. 82. Times I’m truly happy Times when I’m wearing pajamas Fear of Change3
  83. 83. Pajama Principle Pajama Time Success Success is proportional to 
 the degree to which you 
 let people stay in their pajamas. Fear of Change3
  84. 84. What We Should FearWhat We Fear Change Stagnation
  85. 85. Fear Of Disappointing 4
  86. 86. Peanut Butter Chocolate Fear of Disappointing4
  87. 87. Peanut Butter Chocolate Fear of Disappointing4
  88. 88. The OG PBC Fear of Disappointing4
  89. 89. We want more cups!
  90. 90. Actually, we want one ginormous cup.
  91. 91. Actually, we like M&M’s. Can you make them like M&M’s?
  92. 92. Wait, we’ve got it! Put the tiny Reese’s inside a bigger one!
  93. 93. h/t Brenden Mulligan
  94. 94. "Stop! 
 This is crazy!” Steve Jobs Apple iCEO, 1997
  95. 95. LaptopDesktop Consumer Pro Fear of Disappointing4
  96. 96. –Your Customers We love having the freedom of choice, but we hate the complexity of choosing. Fear of Disappointing4
  97. 97. How do you fight complexity and get comfortable disappointing some?
  98. 98. MISSION: Helping millions of organizations grow better SERVING CUSTOMERS SERVICE PARTNERS APP PARTNERS EMPLOYEES COMPANY PLAYS TARGETS Customer First approach to delight customers and spin HubSpot’s flywheel Fight friction to improve the customer experience Open Platform to move from all-in-one suite to all-on-one platform Inclusive Content to attract, retain, and empower passionate employees of all genders and ethnicities OMISSIONS HubSpot MSPOT
  99. 99. What We Should FearWhat We Fear Disappointing a Few Not Delighting the Many
  100. 100. Fear Of The Truth 5
  101. 101. Fear of Truth5
  102. 102. IN THE AGE OF ANXIETY CUSTOMERS 
 CRAVE TRUST
  103. 103. Doesn’t Do Things We 
 Don’t Want Does Things We Want Trust Fear of Truth5
  104. 104. We will deliver the experience, the whole experience, and nothing but the experience. The Oath Of Experience: Fear of Truth5
  105. 105. Growth Value Usability Performance Reliability Infrastructure Security GOALSGUARDRAILS Earning Trust With The Mainsail (& Code Red)
  106. 106. What We Should FearWhat We Fear Being Truthful Being Untrustworthy
  107. 107. Fear of Inferiority5
  108. 108. 0.0 Fear of Inferiority5
  109. 109. Thank You. , @dharmesh
  110. 110. You’ve got questions, I’ve got opinions. (some of them are even well informed) ?

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