Authoritative, actionable strategies on how to grow your business. Intercom builds a suite of messaging-first products that all modern internet businesses can use to accelerate growth across the customer lifecycle, from acquisition to engagement and support. www.intercom.com We also regularly share our thoughts on growth, marketing, sales, startups and the business of software. blog.intercom.com Executive Editors: Adam Risman and Geoffrey Keating Copy Editor: Karen Ostergren Book Design: Judson Collier and Kelly Carpenter Art Direction: Justin Pervorse © 2018 Intercom Inc. ISBN: 978-0-9861392-9-1 We’ll spare you the legal mumbo jumbo. But please don’t share this book or rip off any content or imagery in it without giving us appropriate credit and a link. Got questions? Drop us a note at
[email protected]. 06 21 31 48 57 69 Chamath Palihapitiya, Founder and CEO, Social Capital and Facebook’s first VP of Growth When asked, I often tell people that the key to seem smart. Great things are simple. We had a very understanding growth is two things: simple framework for growth – acquisition, activation, engagement, virality. Having this framework allowed 1. A fundamental understanding of your product and, us to prioritize our work, design experiments, build specifically, what the key reasons people use it are. products and so on. It also allowed everyone to It’s easy to be confused about what true value looks like understand it and see how decisions were made in a and, as a byproduct, conflate causation and correlation: logical, transparent way. motivations and root causes versus byproducts and outcomes.