Transforming Companies (1M - 20M ARR) Accelerate their Revenue Potential through Customer Led Growth and Recurring Revenue.
Startup Failures In 2011, I joined a startup that was backed by over $59M in VC investments. Many VCs considered it their "dinosaur," the company with the potential to carry the entire fund. Despite having one of the most incredible teams I’ve ever worked with, we didn't achieve the outcome we had hoped for. What went wrong? 1. Scaling Before Product-Market Fit: We expanded too quickly without ensuring a solid product-market fit. The foundation wasn’t strong enough to support rapid growth. 2. Being Too Demanding on the User: Our product required a strong power user to succeed. If the client didn’t have an exceptional person in that role, or if that person left, the product's success would falter. This ties back to the lack of a solid product-market fit. 3. Raised Too Much Money, Let It Go to Our Heads: We raised a substantial amount of money lost some of our fanatical focus. 4. Lost Our Culture in a Fancy Office: In 2013, we worked in an old brownstone office where the floors creaked and space was scarce. We were a tight-knit team, working closely and winning or losing deals together. Moving to a fancy new office spread us out and diluted our culture. What was once a immersive team spirit became a slogan painted on the wall. 5. Failed to Leverage Integrations: Our product wasn’t sticky enough because we didn’t integrate well with other tools. Tracking ROI required a lot of manual labor, which could have been automated. 6. Couldn't Keep Up with Evolving Tech: AI advancements could have significantly improved our product, but we weren’t there technically. We failed to evolve with technology. 7. Not Mobile-Friendly: Our product wasn’t mobile-first in an increasingly mobile world. Users spend 6-13 hours on their phones daily, much more than on computers. We missed a crucial engagement channel. 8. Nice-to-Have, Not a Must-Have: Ultimately, our product was a nice-to-have rather than a must-have. We never crossed the threshold to become indispensable, which is crucial in today’s market. This is where I learned that a strong Customer Success team can be a bandaid for churn and retain customers for an extra year or two, but ultimately the product needs to deliver impact. #highgrowth #startup #customersuccess
So many good lessons here. The hard part, in the thick of it, is recognizing when you’re in the middle of learning one of them.
Love your candor and reflection. Thanks for sharing these valuable learnings.
I could not agree with this more. Thanks for the share!
Interesting, we all experienced this from our own perspective I suppose. My take away was if you are going to go to market to raise funds for a new venture, don’t take a “temporary” leader at the helm. Markets want to know that you are in charge and have the leadership to take it to the finish line. This was a fatal flaw in the plan and funding the accelerated growth ran out. The other fundamental flaw was the belief that the product offering would become profitable at scale. Scale was defined as a point of total saturation which was pie in sky and unattainable. If you build something, it needs to be able to realize a profit without fantasies. From my experience with this venture, we had a great team, the idea was interesting, but the economics never made sense due to the high capital expenses, the high ongoing service costs and the cap on the retail pricing due to regulatory restrictions. It was never going to be the economic success that was getting pitched.
Good learnings Julie. I suspect You could have started and ended with point 8. If you are not delivering measurable results in metrics that matter to customers, you don’t have a business
Suitably Apt When Startups start to spend capital on "Wants" rather than "Needs", things begin to go to South
Love these stories
Thanks for sharing! I think there is a lot to learn from this post.
Great post, cannot tell you how many times ive seen this
Customer Success Leader | Revenue Driver | Ex-Smartsheet
4moWhat a great summary. Do you have a sense of how you can tell early on if the product market fit is sustainable? Or if you can tell the kinds of decisions that are supporting product market fit over time?