Rob Castaneda, Some Things Great Software Companies Do That You Don't Have To, BoS USA 2016
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Some of the Things… 15 years of ServiceRocket Rob Castaneda
Transcript of Rob Castaneda, Some Things Great Software Companies Do That You Don't Have To, BoS USA 2016
Some of the Things…
15 years of ServiceRocketRob Castaneda
Who Am I?• Founder / CEO ServiceRocket• Husband• Father• Coach• The lead guitarist in the most popular open source Rock Opera of 2016!
@robertcastaneda
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How I funded the company in 2001
Our Paid up Capital today
* Figures showed in dollars and cents
Growing up in the shadows of a Unicorn
Culture is everything. As a CEO, you OWN it.The culture of any organization is shaped by the worst behavior the leader is willing to tolerate.
*Gruenter and Whitaker
Building a BrandFrom Nothing to Sheep to Rockets• CustomWare• CustomWare Asia Pacific• CustomWare Asia Pacific (USA) Inc
• SERVICEROCKET!
Our Values
•Delight the Customer•Share the Knowledge•Think Team•Focus on the Outcome•Talk Straight
FULL TIME EMPLOYEES230
4 GLOBAL OFFICES – SYDNEY, PALO ALTO, SANTIAGO, KUALA LUMPUR
GLOBAL CULTURE1
Services? WTF
How can I monitor product use and proactivey identify improvements for my customer?
How can I help Customers implement our software? How can ensure our
product becomes integrated into customer people, processes, and systems?
How can I maintain engagement after initial launch?
How can I ensure broad adoption and every day use?
How can ensure our product becomes integrated into customer people, processes, and systems?
How do I create easy-to-use educational programs & tools?
Can I support users when they need help?
How can I help customers adapt to using our product??
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SOFTWARE ADOPTION CHALLENGES
Unfulfilled value MEANS INCREASED CHURN
Source: Consumption Economics: The New Rules of Tech
EFFECTIVE USAGE RATE OF ENTERPRISE SOFTWARE
50%
1/7ONLY OF ENTERPRISE SOFTWARE DEVELOPMENTS
ARE RATED SUCCESSFUL BY IT EXECS
CROSSING THE CHASM
WHOLE PRODUCT
WHAT IS A whole product?
Hardware
Software
Services Connectivity
Implementation
Peripherals
Training
ComplementaryProducts
ComplementaryServices Core
ProductSupport
Whole Product = Core Product + Key Enablers
How I think of Software Adoption
• Cascades - Water & Gravity.• Remove the Friction • Grow organizational momentum • Where is the next bottleneck?
LEARNS
From Spring
To Waterfall
Give them Fish?
Teach them to Fish!
Building a Board• Why have a board?
• You’re Self Funded• You’re Profitable• You’re in Control of your Future
Right?
Expanding Globally
• As a final step, pass the “livable” test. Only open up an office in a location where you could live.
• Better to be the bigger fish in a smaller pond
• A Services Culture in Product results in answering YES to EVERYTHING
• Hired a Product VP• Invest in Training/Learning• Destination, Tracks & Train
Lessons from growing a Product Team inside a Services Company
Selling doesn’t always help …but helping sells.
Software Adoption –Services
• Be the Best Pit Crew & GPS• The Customer is the BEST Driver• Don’t be the Backseat Driver
Lessons in Software Adoption - Partners• Nurture your Partners• Use their brain cycles• Allow them to innovate and win
Mentorship
Thank You
Questions?
