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SCALING FROM
$1M TO $500M ARR
5 Strategies to Drive Your Next Wave of Growth
Karen Peacock, COO
Chief Operating Officer
Board Member
Senior Vice President

Small Business
Advisor
Advisor
What you thought was the finish line was actually
JUST THE STARTING LINE
Leave this slide here
EXPAND
YOUR MARKET
1
Scaling from $1M to $500M: 5 Strategies to Drive Your Next Wave of Growth - Karen Peacock, Intercom
HOW
COMPANIES
EXPAND
• By vertical
• Upmarket companies
expand downmarket
• Downmarket companies
expand upmarket*
classic disruption
BUILDING FOR ONE BIG CUSTOMER
!
YOUR STRATEGY IS AS

MUCH WHAT YOU DON’T DO
AS WHAT YOU DO
–Mike Tyson
“Everybody has a plan
until they get punched in the mouth.”
“Everybody has
until they get
–Karen Peacock
Everybody has a strategy
until they get handed a big check”
“Everybody has
until they get
EXPAND UPMARKET ONE STEP AT A TIME
• Needs vs. wants
• Partners
CHANGE
YOUR
BLUEPRINT
MARKETING
SALES
SUPPORT
Customer #1
Product #1
Customer #2
Product #2
Leave this slide here
BUILD YOUR
NEXT BIG PRODUCT
2
PROBABLY RIGHT
IN FRONT OF YOU
Your next big product is
82%
HIGHER CONVERSION WHEN
YOU ENGAGE CUSTOMERS

ON YOUR WEBSITE USING
THE INTERCOM MESSENGER
NOT WHAT
CUSTOMERS DO
THEY SAY
WATCH WHAT
WHAT OTHER IMPORTANT PROBLEMS
DO YOUR CUSTOMERS HAVE?
Which could you solve well?
Leave this slide here
FIND PRODUCT MARKET FIT

AGAIN AND AGAIN
3
Scaling from $1M to $500M: 5 Strategies to Drive Your Next Wave of Growth - Karen Peacock, Intercom
FALL IN LOVE WITH THE PROBLEM,
NOT THE SOLUTION
Find product market fit
Leave this slide here
DECIDE YOUR
PLATFORM PLAY
4
Moving from product to platform at Intercom
WE STARTED BY WATCHING

WHAT OUR CUSTOMERS

WERE DOING
WITHIN 3 MONTHS OF LAUNCH
100 apps live
OF ACTIVE CUSTOMERS
USE OUR PLATFORM
AND ONE OR MORE
3RD PARTY APPS
70%
Deliver value to
Customers
Partners
You
PRINCIPLE
OF
SUCCESSFUL
PLATFORMS
1
2
3
DON’T GET FOOLED BY VANITY METRICS
• App store visits
• # of apps
PLATFORM
METRICS
THAT MATTER ★ Active use
Leave this slide here
BUILD
YOUR TEAM
5
WHEN HIRING FOR A ROLE THAT IS NEW TO YOU
Meet with 3 best-in-class leaders in
that field to learn and pattern match
APPLY LEAN STARTUP PRINCIPLES TO HIRING
Put people in the job before you hire
Leave this slide here
BUILD YOUR
NEXT BIG
PRODUCT
FIND PRODUCT
MARKET FIT
AGAIN
DECIDE YOUR
PLATFORM
PLAY
BUILD
YOUR
TEAM
EXPAND
YOUR
MARKET
#TRACTIONCONF
THANK YOU
Growth BlogGrowth Handbook
#TRACTIONCONF

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