Note: This AMA is closed for new questions, but you can check out the existing conversations below.
In this AMA, we had Nick Francis — the co-founder and CEO of Help Scout, a passionate D&I advocate, and an expert at building products and teams — share his thoughtful insights on what it looks like to deliberately craft your startup culture, positioning in a crowded market, funding, and more. Dive in!
Nick’s brain picking:
Here are some curated links to help you know Nick’s journeys and thought process a little better.
On culture and being a remote org:
“There’s a shift early on in a company when you go from founders working in a room together to founders also working alongside people that you hire to then the people that you hire hiring people to be part of your team. And at some point, you have to codify what your values are because the founders aren’t hiring everybody.”
“The reason we decided to build a remote culture was all about talent. Selfishly, it wasn’t that I wanted to live all over the world and be a journeyman. It wasn’t anything about my own quality of life because frankly, I felt like we needed to have a better team, a more talented group of individuals as part of our company in order to survive in a really crowded market. We’re in the world’s largest software market – CRM.”
Source: Interview with Nick Francis, CEO and Co-Founder of Help Scout
On standing out in a crowded market:
“So what is it that enables a small company in a crowded market to stand out and achieve runaway success? I’ve been asking this question for years, and what stands out to me in every case is the company’s ability to position their product. They know their market so well that they can craft a brand that’s differentiated from everything else, and uniquely resonates with ‘their people.’”
Source: How to Stand Out in a Crowded Market
On building a for-good org:
“Real people run this company, and we can’t pretend we don’t have values and beliefs. Treating others with love and respect is a value shared broadly by our team. That may mean we lose a few customers, but as Thorleifsson says, as a human being I have no doubt it’s the right thing to do.”
Source: Introducing Help Scout for Good
Stay in touch:
You can follow Nick to stay updated with his discoveries and insights:
- Nick on Twitter
- Nick on LinkedIn