CEO: Category Evangelizing Officer

July 6, 2009


“Be not simply good; be good for something.”  Thoreau

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Kelly Herrell

Kelly Herrell

I want to welcome Kelly Herrell, our first guest blogger.  Kelly is the CEO of Vyatta, “a venture-funded company disrupting the networking industry” and is also a long-time member of ExpertCEO.

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When’s the last time you were in a product review meeting and fought a yawn?  Incrementalism is like walking – a moderately good exercise that never actually gets your heart rate up like, say, kicking sand in a bully’s face.

News Flash:  Our job as CEOs is to create and grow value.  And value creation can go stratospheric if you successfully create and then own a new, relevant category.  Milk it if ya got it, but what if you don’t?

Disrupt.  Change the rules.  Lay a course to claim an unaddressed space…  or make a conscious decision to give an extant industry an atomic wedgie in a way that makes you, the wedger, very new and relevant.  Defined right and evangelized effectively, the industry will grant you entrance to capitalism’s Valhalla:  “Market Leader.”  First rung on the Ladder of Perception.  Cool as the other side of the pillow.

But if the change you’re introducing is that disruptive, how does the CEO’s role change during that time?  I subscribe to the “You break it, you own it” theory.  That is, the greater the disruption you decide to deliver, the more it must be publicly championed from the top.  There are scads of reasons for this, but in general it’s because disruptions create cognitive dissonance.  And the bigger the disruption, the more dissonance to be overcome – from outside as well as from inside.

That’s why the CEO needs to become the Category Evangelizing Officer.  Don’t delegate it; you’re the one with control of the company’s resources.  Your stakeholders need to hear from you directly – your investors, the market, your team.  Repeatedly.

Evangelizing’s not a short-term gig, either.  You don’t pencil it into your calendar for Thursdays at 10:30am.  It’s a very public full-court press, a “venue-seek-and-destroy” mission.  Know the beliefs you’re trying to change, by audience type.  Work through the thermoclines of opinion influencers.  Crack the bone of denial so Marketing can get at the marrow of dissonance and feed on it.

Evangelizing takes time.  It’s a judo flip on super-slow-mo.   But in the end the old concept is on its back, embarrassed at the position it’s found itself in.  And for a big disruption, it’s your job to own it all the way to the end.  As Chi Chi said, “Ninety-five percent of the shots that don’t actually get to the hole won’t go in.”

And whatever you do, talk to your peers; this is why a venue like ExpertCEO is so valuable.  Many have already trod the path you’re considering. The dialogue inside is beginningIf you’re a current member of ExpertCEO, click here.  If not, go to www.expertceo.com to join.


Timeless thoughts on Timesharing

June 20, 2009

This post is NOT about vacation homes!

I recently attended an event at the Computer History Museum titled “Timesharing / Remote Processing Services”.  Though the gathering was intended as a look back at nearly half a century ago, I was fascinated by how many of the concepts were very much still at work in contemporary computing, albeit in different configurations.

The conference brought together 15 or so executives who had founded and/or run companies in the 1960s and 1970s that most of you have never heard of, including Comshare, Compuserve, Tymeshare, NCSS, GEISCO, IDC, On-line business systems, and my company, Ross Systems.  My experiences at Ross Systems were part of the catalyst for the formation of ExpertCEO.

Wikipedia defines ‘Time-sharing’ as a computing resource shared among many users by multitasking. Its introduction in the 1960s, and emergence as the prominent model of computing in the 1970s, represented a major historical shift in the history of computing from “batch processing” to interactive (“on line”) computing. By allowing a large number of users to interact simultaneously on a single computer, time-sharing dramatically lowered the cost of providing computing to the individual, while at the same time making the computing experience much more interactive.

During the two-day session, attendees discussed a number of topics, including technology (and its constantly decreasing cost), business models, applications, communications, and industry consolidation. The similarities between today’s computing paradigms and issues and those that existed in the 60s and 70s continue to amaze me.

Two important trends today, virtualization and cloud computing almost perfectly parallel the timesharing concepts, albeit with vastly differing technologies and economics.  However, the basic concepts of better machine utilization, sharing of centralized computing resources and a better user experience are common to both eras.

Virtualization – Refers to the technology to divide one physical machine into many “virtual machines” so that multiple, independent programs can run simultaneously.  The primary benefits are better machine utilization, server consolidation, reduced energy costs, etc.

Cloud computing – A model of computing in which dynamically scalable and often virtualized resources are provided as a service over the Internet.  Users need not have knowledge of, expertise in, or control over the technology infrastructure in the “cloud” that supports them.   Software as a Service (Saas) can be considered part of cloud computing (see my blog post titled “The Future of SaaS”).

Some differences between then and now are worth noting. Communications speeds when time-sharing was prevalant began at 11 characters per second (cps) with a teletype and gradually grew to 30 cps and then 120 cps.  Compare this with today, where my Comcast cable modem operates at 6 million bps or about 600,000 cps.  An 88 MB (that’s an “M”) disc cost approximately $40,000 in 1975 or about $450 million for a TB of storage.  Today, you can go to Fry’s and purchase a 1TB disk for a couple of hundred dollars.  This price decrease closely approximates Moore’s law which indicates that the improvement in technology will double every 2 years.

What was the primary cause of the demise of the timesharing industry?  The dramatic improvements in technology that continue today were also occurring in 1981.  IBM released its first PC in 1981. PCs were very inexpensive, offered a better user experience, and there were numerous apps available at a relatively low cost (e.g. Lotus 1-2-3).  The cost and complexity of the infrastructure associated with a central timesharing computer could no longer compete with the lower cost and better interactive experience of PCs for these types of applications.

Today, Microsoft, Google, Amazon and others are building huge, complex data centers to support cloud computing infrastructures and SaaS apps.  There’s an interesting article in the June 8 edition of the New York Times Magazine titled “Data Center Overload”.  It is a fascinating description of the size and complexity of the data centers that are now under construction, and the energy costs that are required to power and cool them.

Babbage Engine - Computer History Museum

Babbage Engine - Computer History Museum

The timesharing industry had a great ride for about 10 years.  Ten years from now, might the same trends that doomed timesharing, cause the demise of the cloud computing infrastructure?

A final note: The computer history museum contains a wealth of information and very interesting exhibits.  I encourage people to visit the museum and give to its support.


OffShoring – Revisited

May 26, 2009

Last October, I wrote a blog entry titled “Off-shoring software development.”  It was a cautionary description of some experiences I had with a previous company.  I concluded with a paragraph that said:

Bottom line:  communicating effectively with an off-shoring organization, especially for small and evolving organizations, can be challenging.  When considering the economics and time involved in managing such an effort, build cushion into your budget expectations to account for these inevitabilities, before deciding what’s right for your organization.”

Well, we at ExpertCEO have just finished migrating our development partner from a local (San Francisco) organization to one located in Costa Rica.  We also moved our hosting service to “the cloud.”  We’re now up and running after a successful migration, and I thought it would be useful for me to share some of what we’ve accomplished.

First, our primary reason for this transition was cost.  We carefully manage our expenses, but we have a long list of features and capabilities we want to add to ExpertCEO.  These represent our own strategic direction as well as customer-requested features.  We felt by off-shoring the development, we could dramatically reduce our hourly development cost, thereby enabling us to add needed capabilities for our members while controlling our expenses.  However, we didn’t want to fall into the communication trap I had previously experienced using development resources located halfway around the world.  And we certainly did not want to spend long nights on conference calls with an organization many time zones away.

Avantica (www.avantica.net) in Costa Rica is our new partner, and we selected them because they are roughly  in the same time zone as California, and their team speaks excellent English.  It turns out they’re great developers, too!  We’ve found by using Google Sites for our Wiki, Skype (for chat and video conferencing), and Unfuddle for bug tracking that we’re able to work with the people in Costa Rica as closely as if they were next door, say Palo Alto or Mountain View.  The combination of similar time zones, no language barrier and web-based communication technologies has streamlined our interactions.

The ExpertCEO site has been developed using Ruby on Rails, and Engine Yard seemed the logical choice for hosting our site.  Their SOLO offering (based on Amazon’s EC2) offered us the growth flexibility we required, at a cost that was appropriate for our size.

We’ve also now working with Open Mountain, located in the Bay Area, which provides engineering management and oversight services to insure that all of the technical, architectural and operational aspects of our technology are synchronized.

We’re now positioned with excellent, cost-effective development resources so that we can execute our long range plan to make ExpertCEO the premier site for senior executives to confidentially exchange ideas with peers, locate trusted resources, ask questions of experts across a range of disciplines, and quickly solve real-world business problems.


Twitter for Business: Step by Step

April 16, 2009

I’ve asked ExpertCEO’s marketing manager Nathalee Ghafouri, who we affectionately refer to as the “Queen of Twitter,” to write a guest post about using Twitter for business. You can follow her here and me here.  This post is a basic “how to.”  Our next post will detail how we, at ExpertCEO, use Twitter as a marketing tool.

Twitter grew a record 131% in March!  Start tweeting or get left behind. (Graph via TechCrunch)

Twitter grew a record 131% in March! Start tweeting or get left behind. (Graph via TechCrunch)

You can’t turn on the news or go to a dinner party these days without someone mentioning Twitter. If you’re an ExpertCEO member, this link will take you to one of our most popular discussion threads–about Twitter. Usually, the word “Twitter” is met by the groans of non-believers (non-users) and squeals of excitement from the faithful. So why this divide? It’s simple: you can’t understand Twitter until you’ve tried it. The purpose of this post will be to get you started using Twitter for business.

Twitter For Business Basics:

1. Sign up for an account. Pick a username that either identifies you by name, by company or a combination of these. You could be SteveJobs, Apple or SteveatApple. Don’t make your username too long though as this could cause difficulties later.

2.  Fill out the profile: Upload a headshot, company logo or some combination of the two. Write your 160 character bio and give it some personality. Remember Twitter should be fun!

3.  Jump right in! Put up a couple tweets. A good first tweet is something like, “Figuring out Twitter.” Then you can follow by posting an interesting article you’ve read recently. Remember, everything you post SHOULD NOT reference your company. I’ve heard that 1 in 10 posts should be self-referential, but shooting for 1 out of 5 I think is reasonable.

4.  Start “following” people: Yes, this is a creepy term, but we’re stuck with it. Following someone just means that you want to have their tweets appear on your Twitter homepage. It’s kind of like “friending” someone on other sites. To do this, have Twitter search your contacts for people you already know on Twitter (using Find People). Then use search.twitter.com to search for keywords that interest you, then click on the people who are talking about these topics. If they look interesting, click the “Follow” button under their picture. You’ll receive an email every time someone follows you, so when you get those, follow the links to see if you want to follow the person back.

5.  Engage: Do not just “shout into the void”, have conversations, make friends. Two ways:

  • Reply: If you see someone ask a question you know the answer to, reply! You can do this by typing @thepersonsusername into your tweet box followed by your message. You can see the @replies people have sent you by clicking on @yourusername on the right sidebar of your Twitter homepage. You can also @reply to agree with someone, give additional insight or give them a compliment. Rember, @replies are visible to everyone. They’re different than Direct Messages (DM).
  • Retweet (RT): If you see a tweet that really resonates with you, you should retweet it. To RT, type “RT @personsusername:” then cut and paste their original tweet. Sometimes you’ll need to shorten it to make it under 140 characters. This is why you don’t want your username to be too long, it makes it harder to RT you. Many people consider RTs to be the highest compliment on Twitter. If someone RTs you, it will show up with your @replies.

6. DO NOT Auto DM (Direct Message): Twitter allows you to send direct messages to people who follow you. Please use these wisely. It is wildly popular to set up an automated direct message through apps like SocialToo, but please resist the temptation (it’s also wildly unpopular among the people who receive them). Auto DMs clog inboxes and can run up text charges for those who have DMs delivered to their phones. It’s fine to send a DM if you have a private comment to share with one person, just don’t abuse the privilege.

7. Repeat steps 3 , 4 and 5 for a few days until you feel like you’re starting to get the hang of it. Then you’ll be ready for the big leagues!

Advanced Twitter for Business

1. Follower Notifications: SocialToo may help with the evil auto DM, but it has a very useful feature. It can notify you of new followers. Sign up for this, and you can get one email per day with all of your new followers instead of 20 separate emails. Once you’ve done this, you can turn off the notifications in the Settings area of Twitter.

2. Download TweetDeck: This is a desktop application that will give you a lot of utility with Twitter. It will automatically have columns set up for your incoming tweets (the tweets of the people you follow), @replies and DMs. You can add columns for saved searches (on keywords that interest you, your company name, competitors’ names, etc.). You can also set up groups (family, coworkers, clients, etc.). You can have a max of 10 columns, so use them wisely.

3. Monitor TweetDeck: You can perform pretty much every Twitter function here and will seldom need to go back to www.twitter.com. Watch for conversations to participate in and go for it! Scroll over peoples’ pictures to reply, RT or DM them.

Twitter Ettiquette

I love the Twitter is like a cocktail party analogy: No one wants to talk to the person at the cocktail party that only talks about themselves, just like no one wants to read a stream that’s only about your business. Be interesting, share industry news, be a thought leader, show your personal side every once in a while. Be the life of the party.

Don’t ghost write. If you put someone’s name and face on a Twitter account, they should be the one actually tweeting. A recent article that we featured on ExpertCEO also indicates that CEOs have had much success tweeting for their businesses and that they shouldn’t delegate the task.

Twitter Definitions (I found these definitions here, and have tweaked them slightly):

  • Regular tweets — You speak to all your followers by typing news and info into your status update bar.
  • Retweets (RTs) — Forwarding something someone else has said. Do this by typing RT, then space, then @username, then copying their tweet in its entirety. This is considered a huge compliment in Twitter World. You can also add your own take if there is space.
  • Direct Messages (DMs) — You are speaking to only one person, and only he/she can read this tweet.  You can DM on twitter.com by using the “Direct Message” button. It will give you a drop-down menu for names, then you can just type your tweet in the status . You can only DM people if you are following them AND they are following you.
  • “At Replies” (@reply) — This is the friendliest form of tweeting. You are responding directly to one person, but every one of your followers can read it and can jump into the conversation. Do this by typing @username, then space, then your tweet. You can also do @replies on twitter.com by scrolling over the right side of a tweet message and hitting the “flip-around-looking arrow” that appears.
  • #/hastag: Hashtags are a bit more complicated.  They are basically for when you want to participate or follow a discussion on a specific subject or event.  It’s kind of like making a separate “room” for a discussion.  You can access this room by searching for the hastag.

Happy Tweeting!



Executive Compensation – The “Third Rail” for today’s CEO?

March 30, 2009

Pick up any newspaper or magazine today and you’re likely to find coverage of the ongoing controversy surrounding executive compensation. Outsized pay packages, particularly for corporate leaders whose companies have produced sub-par results (or worse), have attracted increased scrutiny in recent years. In part, this stems from the absolute size of these awards, and as taxpayer funds have become involved, political considerations are also in play.

For small and mid-size company CEOs, outrageous pay packages are rarely seen, whether ownership is public or private (see ExpertCEO salary survey for sample results). Nonetheless, intense review of these compensation programs is commonplace in today’s weak economic environment, so it’s worth reviewing the two key objectives when considering the size and composition of any senior executive’s pay package: motivation and retention.

For some sound, timeless advice, I return to George Von Gehr’s new book, “The Effective Entrepreneur: Fifty-nine rules to Create Value Throughout the Life Cycle of Your Company” (Amazon link) and, with permission, reprint here Rule 16. (see my blog  dated 2/11/09 for George’s background)

“Many sources provide reference information on cash compensation at different organizational levels. When designing incentive compensation, the difficult issues for consideration swirl around these factors:

· Cash or stock

· Mechanism determining payout

· Payout timing

· Provisions for change of control

Any individual’s incentive program must be consistent with those of the other members of the executive group; there must be “parity” or balance across the group based on responsibility, experience, performance requirements, and total payout. Compensation must be competitive but not excessive. Consider the $100 million plus programs of Grasso (NYSE), Quattrone (CSFB), and Nardelli (NYSE:HD). Litigation may often follow. (KR note – add AIG, Merrill Lynch to the list).

Designing cash incentives involves two time-lines: twelve-month horizons that increase motivation and multi-year – usually three year – horizons that encourage retention. In either case, each executive’s incentive program should have at least two parts to the payout. The first part must be designed around the executive’s specific objectives – both qualitative and quantitative – of motivating achievement of individual targets. The second part should reflect corporate targets to foster teamwork and long-term retention.

Ordinary stock options vest over time and are assumed to be strong retention devices. They may represent a poor program for the company however, because the executive gains stock rights, regardless of the executive’s performance. It may be useful to custom design options in such that they have a second vesting standard tied to long-term company performance goals and / or to the recipient’s objectives. The recipient’s benefits are received only with both the running of time and the achievement of specified targets. Also keep in mind that some employees value options more than others do (usually higher management levels), and so indiscriminate distribution throughout the company may make little sense.

Sales compensation is a much-debated area. The only caveat here is, whatever scheme is put in place, the sales people will push it to extreme limits, so evaluate the structure carefully and anticipate all outcomes. Place caps on unlimited payouts. (KR note: caps on payouts are always contentious issues with sales people but extremely large payouts, at least in technology companies, usually involve unique circumstances and need to be treated as special cases).

In acquisitions, company executives may be asked to negotiate and complete a transaction in which they receive little or nothing for their stock; by this I mean those acquisitions in which the consideration is less than the preferred liquidation preference. Under these conditions, the board should provide a motivational incentive – usually a percentage of the price paid to the shareholders – as a carve-out before shareholder distributions.”

So how should CEOs, compensation committees, and boards structure pay programs to achieve their motivation and retention objectives, while avoiding perverse incentives and criticism from other constituents? In my experience, several relatively straightforward tasks can increase the likelihood of success:

1) Collect current, relevant data on salary, bonus, equity and commission plans. You may not always match the competition, but you’ll avoid unintended insults/attrition.

2) Understand your company’s capacity—cash-strapped but equity-rich? Try to attract key hires whose personal objectives match your resources.

3) Assume employees will compare notes; be prepared to explain your decisions.

4) Keep both long-term and short-term in mind. Create company-wide, as well as individual targets.

5) Communicate clearly, and in writing, goals and the way compensation is related to those goals.

Use experts when appropriate—a good attorney who specialized in compensation matters can more than pay for themselves with practical advice. Consultants who focus on compensation and who may have benchmark results (ex: Advanced HR, Radford) are also valuable contacts.  Confer with peers by joining in on relevant discussions on ExpertCEO. Not a member? Go to ExpertCEO and apply to join today.


Salaries and Bonuses

March 2, 2009

Economic conditions are grim, with no end in sight; recriminations surrounding overpaid executives continue to make headlines, especially throughout the financial industry. At the top of the list is the 3.6 billion in bonuses paid to Merrill Lynch executives after the firm lost 15.8 billion in Q4 2008 (see WSJ article).

The vast majority of the members of ExpertCEO are in a different category – mostly small to mid-sized businesses, roughly 2/3 of whom are in the technology industry. Nevertheless, the issues involving CEO compensation in small and mid-size companies are just as real and potentially just as complex.

ExpertCEO recently conducted a compensation survey among its members, and not surprisingly, we had a record response – this is a topic near and dear to most everyone. One of the interesting results from the survey was that, while only 35% of our members received bonuses in 2008, 56% expect to receive one in 2009. The average salary for 2009 was projected to be level with the average for 2008, at just over $200,000. It will be interesting to see the results of a follow-up survey later this year to see how those expectations are changing. The complete survey results, including information sorted by company size and industry, are available to members of our site; CEOs and COOs interested in seeing the survey data are invited to apply for complimentary membership. To register, go here.

Regardless of company size, the central issue is pay-for-performance. ExpertCEO members typically have three components to their compensation – a base salary, a bonus and an equity stake in their company. In fact, 95% of our members who responded owned equity, with a mean stake of 8.5%.

With respect to bonus awards, the tricky question is how to measure performance. A recent posting on our site indicated that one member CEO’s board wanted to establish a bonus plan that triggered payments for the CEO and everyone else in the company based on a year-end cash balance target. And the pay formula was binary – pay 100% if the target is met and zero if it is not met. A number of comments on this approach agreed with the concept of targeting cash balance as the primary performance criteria during these difficult times. However, the “all or nothing” approach is unusual and will over-emphasize small accounting and reporting nuances at the end of the year. A more realistic approach might be a decelerating formula (e.g. pay 80% of the bonus if the target is 90% of the goal) and a threshold of a zero payment at, say 75% of target.

Other members described incentive compensation plans that substitute equity, in the form of options, for cash payments – another mechanism to conserve cash, and a very reasonable concept when cash is king. Simple in concept, BUT incredibly difficult in execution, when the liquidation preferences of many venture-backed companies are far higher than the value of the company, and the value of the options is questionable.

When a company is sold, liquidation preferences entitle certain (typically preferred) shareholders to receive fixed dollar returns before other (usually common) shareholders receive any payment; if the invested capital exceeds the purchase price, common stock and options turn out to be worthless securities. If the recession continues for a long period of time, these challenges will be increasingly relevant, as cash runs low and M&A exits are either infeasible or completed at valuations very low relative to the equity preferences in the company.

Executive compensation is always a delicate matter, but rarely more so than it is likely to be until economic conditions begin to turn around. CEOs need to feel comfortable their salaries and bonus targets are ‘in the zone’; calculating equitable and ‘market’ pay packages for their executive staff is another challenge ExpertCEO members are talking about. In response to numerous requests, we will be conducting a similar survey by VP function/company size/industry, to gather and share data members have told us they’d find useful. If you’re a CEO but not yet a member and want to participate, apply for membership today and help spread the word to other corporate leaders you believe would benefit from participation in this unique forum.


Rule # 9 – Keep Capital Structure Simple (by George Von Gehr)

February 11, 2009

I’ve known George Von Gehr for more than 30 years.  A few weeks ago, I ran into him and learned  about his new book, “The Effective Entrepreneur: Fifty-nine rules to Create Value Throughout the Life Cycle of Your Company”.  George was kind enough to permit us to reprise some of the highlights here; the book is available on Amazon.com.

George, to quote from his book, “is a proven counselor to entrepreneurs and their advisors.  He had front-line experience as an entrepreneur before starting, growing and selling his successful boutique technology investment-banking firm.  His background includes degrees in engineering, law and business from Princeton and Stanford, as well as consulting with McKinsey & Company, Inc.

I selected as the first post excerpts from Rule #9 – Keep Capital Structure Simple — because I suspect that capital structures will be a major topic of discussion among investors and entrepreneurs as they struggle to refinance their companies during this economic crisis.

“In an ideal world, young companies would have only common stock and therefore simple capital structures.  All shareholders would be treated equally, regardless of whether they contributed cash or “sweat equity.”  This approach would require that boards and managements use considerable restraint in granting options, founders’ shares, warrants, or other equity based incentives.  As an alternative to policing the issuance of common stock, investors have gravitated toward preferred stock, a class of stock that gives cash investors first right to sale proceeds and various other protective and preferred rights, including special voting privileges.

Complicated capital structures cost money to track and maintain.  Thus, each new financing requires a review of all the elements of the complicated capital structure, may delay the process, and often leads new investors to ask for more strength in completing a difficult financing.  Multiple classes of stock also cause investor and board tension and possibly confusion over which class receives proceeds in what order and which class has special voting rights.  This class vote can, in fact, control some aspects of major decision- making for the company.

Creativity can be wonderful in financing and often is the only way to raise money.  Many venture capitalists love to brag about the clever financings they have done.  But the more clever the financing, the more damage it may eventually do to the capital structure.  Although the cash may arrive at the closing, the impact of the creative part of the financing may be felt for years and may ultimately make subsequent financings more expensive and difficult.”

George’s wisdom is a worthy caution as you consider the most suitable capital structure for your business, whether it’s an initial or follow-on round of financing.  Careful planning can protect ALL the stakeholders—those who took the earliest risks, as well as those who’ve invested at the highest valuations.  In the best of circumstances, you won’t have to worry about esoteric funding mechanisms.  If you do find yourself contemplating these more complicated alternatives, an experienced attorney specializing in early-stage financings is an invaluable asset as you evaluate the impact under various scenarios on founders, employees, and outside investors.


Predictable Revenue – Every CEO’s Holy Grail

January 28, 2009

Predictable (and growing) revenue is the holy grail of every CEO.  If a CEO can achieve and sustain this goal, the company will most likely prosper, and the executive can focus on other critical priorities, such as strategic planning and team building.  Without visibility into the revenue stream, too often the CEO is stuck fighting fires and dealing with irate investors/board members.

Aaron Ross consults on sales force effectiveness, manages a blog that focuses on creating predictable revenue, and previously managed a highly successful inside sales organization at Salesforce.com.  The following advice, excerpts and paraphrases are taken from an interview of Aaron conducted by Phil Fernandez, CEO of marketing automation vendor Marketo. (full disclosure – Aaron is my son).

 

Phil: The function of marketing …

Aaron: Marketing leads and magnifies what happens in sales. If marketing and lead generation are working together, sales will follow. If marketing & lead generation aren’t coordinated, sales will struggle. Unfortunately, although things are changing, there’s still a lot of thinking that “to increase revenue, the first thing I need to do is add salespeople.” In The Fatal Mistake Boards and VP Sales Will Make In 2009 Planning, I discuss how lead generation causes new customer acquisition and salespeople fulfill it.

Phil: Your blog is called “Build A Sales Machine.”  What does that mean?

Aaron:  A “sales machine” is an organization that sustainably generates predictable revenue. It begins with repeatable lead generation programs, continues with consistent sales processes, and is sustained through ongoing customer success. This means the organization understands the causes, effects and measurements of the different processes related to lead generation, closing and renewing, and can consistently execute them. It’s simple to say, hard to do :)

My team at Salesforce.com could confidently predict the people and investment needed to increase revenue by a certain amount the next year. It took quite awhile to create the conditions for that kind of predictability. However, once we got it going, it was like a flywheel and just kept on turning. The first $1 million was much harder than the next $100 million!

The single best piece of advice I give to executives is to break the sales process into well-defined roles: 1) qualification of inbound leads; 2) outbound prospecting; 3) closing deals; and 4) account management/renewals. This will increase conversion rates on your leads and your ability to work with sales teams on executing programs, improve tracking and measurability, and increase the overall flow of leads through sales to revenue.

Phil:  What role should marketing play in the sales machine?

Aaron:  1. Track leads in your funnel but don’t over-measure. A CEO/board caring too much about detailed marketing activity metrics is like a CEO or board caring about how many calls salespeople make per day, instead of caring about opportunities generated (if yours do, have them read “Stop Measuring Calls Per Day.”)

 2. Less collateral is more. Salespeople will always say they need more materials, which they receive and throw over to prospects, who never read it. Be thoughtful in what and how much you create, to avoid collateral and program clutter. Remember – everything you create will need to be maintained!

3. Invest in sales lead generation. Leads that salespeople generate on their own tend to be higher quality than marketing leads, but because these leads come in much lower volumes and marketing has the budgets, organizations under-invest in spending on tools to help salespeople generate leads.

4. Lead prioritization & lead scoring: All leads are not created equal, and lead categorization or scoring is critical to sales productivity.

Phil:   On the working relationship between sales and marketing…

Aaron:   The problem is the lack of a bridge between the two functions.  The same sales-marketing frictions have existed as long as sales and marketing have existed, even though solutions (common goals, communication, etc) are well-publicized and discussed ad nauseum.

My belief is that most companies also need a ’structural’ solution, in the form of a junior sales team that sits between marketing and sales. This team reviews and contacts all new leads, and then passes qualified ones to the quota-carrying sales reps who close them…

Phil:  Any last reminders

Aaron:   Even though business seems to move faster than ever, that’s just the activity of business. Sustainable (predictable) revenue results are taking longer to create. So, be “aggressively patient” rather than “aggressively impatient.” Focus on continually doing bite-sized experiments that you can execute and iterate in hours or days, while being patient for revenue than can take several weeks or months.


Hail To The Chief (Executive)

January 14, 2009

With the nation’s attention on next week’s inaugural events, speculation around President-elect Obama’s agenda for his first weeks in office is the focus of presidential scholars and leadership experts alike.  Whether elected or appointed, every new CEO must gather information, understand challenges and opportunities, set priorities, and communicate with a variety of constituents during their first 100 days in office.  I’ve taken the helm more than a dozen times as a founder, “hired” CEO and interim CEO, and over the years I’ve developed a new CEO’s to-do list that’s proven effective in achieving these goals, which I’ll summarize below.

 

Executive-staff Interviews

  • Listen carefully – Learn about their strengths, weaknesses and issues (you’ll also hear a lot about other members of the executive staff).  Try to ferret out names of others, lower in the organization, who are especially well-respected.  These latter individuals can be key to future organizational changes.
  • Identify common themes – people, products, technology, etc.
  • Go back and do it again, trying to organize your thoughts and interview points based upon what you learned the first time.

Short-term Budget/Cash Flow

  • Understand the company’s short-term financial status – Cash issues will take priority over everything else if there are short-term problems.  If you have breathing room (or positive cash flow) so much the better.
  • Focus on immediate actions, if necessary

Products

  • Understand current offerings/programs/services.
  • Get demos from current product managers.
  • Identify key product priorities.

Customers

  • Meet customers – listen to their concerns and priorities.
  • Note: Make sure you do this after you’ve gained a basic understanding of the people, products and issues.

Keep an Open Door (and an Open Email Box)

  • It’s amazing who will wander in and unburden themselves with issues and concerns.  This is a great source of information to cross-reference against executive-staff interviews.

Communication 

  • Communicate frequently and often with investors, customers, board members and employees.  It goes without saying that all of these stakeholders are nervous and anxious for information from a new CEO.

President-elect Obama has had 11 weeks to prepare, and as he takes the helm, he’ll be employing some of these very same techniques.  For example, we can already see his focus on budgets and cash flow, though, unlike any of us, he can “print money” to overcome it (in the short-term).  And he is focused on taking the immediate actions he believes are necessary to remedy the problem.  Like any CEO, he needs to persuade various constituents to support his efforts.  Regardless of our political leanings, the nation needs Obama to succeed, so let’s hope his “getting started” list stands him in good stead. 


The New Dynamics of Venture Capital

January 5, 2009

A few weeks ago, Scott Duke Harris of the San Jose Mercury News wrote an article titled, “Will Undone Deals Be The Next Big Thing in Silicon Valley?”.   The article evolved from a conversation about two recent ExpertCEO posts. The posts were entitled “VCs Yanking Funding” and  “Series A Deals Getting Undone”.

A friend of mine, who is a general partner of a top tier venture fund, related another “busted financing” anecdote.  His firm is a shareholder in an early-stage company that, like many others, found itself unable to find a new investor when it sought financing about six months ago.  The existing investors agreed, instead, to raise an “inside” round, to be parceled out in two tranches, the second of which would be triggered by the company’s achievement of three milestones.  The first tranche was funded, as expected, in late summer.  Subsequently, the company met 2 of the 3 milestones, and the investor syndicate agreed to loosen the criteria of the third milestone, making way for the last tranche to be paid out.  However, one of the investors also decided to require the company to make a final presentation to its partnership, prior to closing.  The presentation took place in mid-December, but ultimately, the partnership elected not to participate in the final tranche.  This unfortunate surprise left the remaining investors with two options:  put in more money than they had planned to support the company, potentially indefinitely and in the face of a no-confidence vote from an existing, top tier investor, or drop out, leaving the company high and dry.  In the end, the existing investors opted for the second option.

 

Issues Faced by VCs are Similar to Those of Venture-Backed Companies

Many venture capital firms are either experiencing or are fearful of facing their own cash shortfalls (just like their portfolio companies). Their source of funding (their limited partners) have been hard-hit by the market’s precipitous decline.  Venture funds collect or “call” cash periodically as they need it.  As these capital calls are issued, some venture firms are finding that their limited partners are either unable or unwilling to meet their contractual commitments, leaving the funds with fewer resources than they’d anticipated. 

As a result, venture firms, which typically “budget” funds for each of their investments, are being forced to rethink these plans (again, just like CEOs) – because of the possibility of the reduced size of their funds, as well as the probable need for greater total investment in each portfolio company than was budgeted.  And liquidity events will be few and far between due to a less forgiving stock market and a reduced pace of acquisitions at lower valuations.

Facing these new realities, many venture funds are carefully re-evaluating their portfolios, deciding which companies to support with their scarce cash and which to “abandon.”  To conserve cash, venture firms must categorize their investments.  They are requiring those with existing revenue streams, where expenses can be cut to quickly achieve positive cash flow (the Sequoia Capital approach), to survive on their own, while supporting those that are promising but pre-revenue.  Others will be allowed to fail or forced into a sale.  These issues are well chronicled in the following two articles.

The Wall Street Journal – Venture Capital Hits a Cash Call Crunch

Forbes – Venture Capital’s Coming Collapse

What Should Venture-Funded CEOs Do?           

The operational aspects of managing in this environment have been discussed at length (cutting costs, etc.).  A more complicated task for a CEO is how to manage his or her investors!  Assuming you can’t reach cash flow breakeven via the Sequoia route:

1.     Be creative when considering funding sources.  The organized venture community is one, but by no means the only option when seeking financing for your business.  Identify potential strategic partners or large customers with a vested interested in your success.  They can fund development, make large purchases, and provide cash in a variety of other ways.  One company I work with just received a 7 figure (cash) payment on a large product license from one of the big 3 U.S. automakers!

2.     Communicate often and frequently with your investors.  Level with them about your opportunities and challenges.  Let then know you expect the same from them.  Don’t be afraid to probe the extent of their commitment and understand their problems in a respectful way—you owe the diligence to all the shareholders. Most of all, be prepared for necessary financing parameters to change often.

3.     Don’t rule out acquisition as a potential avenue.  What was unthinkable just months ago could well be the best outcome for you and your shareholders.  If you’re flush with cash or have liquid stock to use as currency, acquisition opportunities will be more numerous than your ability to consolidate them—so prioritize!  And if you’re running low on capital, don’t wait to explore possible combinations.  The process is time-consuming, and many more potential marriages are considered than are consummated.

4.     Plan for the worst – hope for the best. Whether you’re seeking funding or a merger partner, assume the process will take longer than you think.  Read my blog entry titled “Crisis Management.”