Early Days: Finding Product Value• Started with a discussion forums product for companies. Won deals based on technology: most scalable, best features, best design.• Quickly noticed a pattern of where we were succeeding more: customer support communities.• Eventually had to swallow a hard lesson: engineering effort != customer value.Tip: Avoid the trap of the single giant customer that controlsyour destiny
Fixing Pain is Better Than Providing Comfort $6.25/pair $11.88/pair
Balance Customer Demand With Your Mission• At the end of 2004, faced a choice: double down on customer support use-case or pursue the riskier dream of a new and larger market?• Decision: embrace the risk. Moved company to Portland, re-factored everything• Settled on an ambitious mission: change the way that work gets done
The Enterprise Wall• Are you a viable company?• Will you fit into my tech existing landscape?• Compliance, security, SSO, LDAP, IE7, scalability, etc.• Will I get fired if I buy from you?• What’s the ROI?• Where are you in the Gartner Magic Quadrant?
Tips for Scaling the Enterprise Wall• Prove your company has staying power through great financials or a great VC (ideally both)• Hire the gray-hairs• Go Nascar with customer logos• Some of the enterprise technical requirements are stupid, but you should master them anyway• Use bottoms-up adoption techniques (freemium, mobile)• Understand that you’re not the center of the world for your buyers
JIVE WHAT MATTERS ACTIVITY STREAMS NOISE FILTERING RECOMMENDATIONS INTELLIGENCE PREDICTIONS ANALYTICS IDEATION MOBILE VIDEOJIVE APPS SOCIAL MEDIA MARKET ENGAGEMENT SOCIAL MARKETING SOCIAL INTRANET SOCIAL CUSTOMERCLOUD APPS & SALES SERVICE JIVE ENGAGE PLATFORM JIVE CONNECTS @ OUTLOOK OFFICE CONTENT ENTERPRISE IM MANAGEMENTCUSTOMER EXISTING ENTERPRISE SYSTEMSBUILT APPS CONTENT COMMUNICATION SYSTEM OF RECORD