The age of Waterfall and Agile is over. Why? Because those methodologies leave out the most crucial resource your company has: customers. When it comes to building a great product, a great team, and a great brand, relying solely on the ideas of internal stakeholders will get you nowhere. The key to achieving HYPERGROWTH is to always be listening to — and communicating with — your customers. The key is being customer-driven.
Today, there’s no excuse for not communicating with customers on a daily basis. Messaging has exploded, new generations are focused on 1:1 communication by default, and artificial intelligence is finally coming so we can deliver 1:1 at scale. So why would you build a product, or a company, without leaning into the advantages of that ecosystem?
In his new book, HYPERGROWTH, serial entrepeneur and Drift co-founder/CEO David Cancel shares a modern approach for building products and structuring teams that makes customer communication a central priority. The book tells the story of how Cancel’s customer-driven approach started out as a test with a product team (Performable), transformed an entire organization (HubSpot), and sparked a new movement (Drift).