Mark began his journey with a strong emphasis on creating something they themselves would want and care about.He stresses the importance of addressing problems you're passionate about and want to solve for the world before thinking about starting a company. The focus is on believing in the mission rather than starting with a company in mind.For example, Facebook formalized itself as a company only after six months when it secured investments.

Purpose over Company

Building a company is likened to the scientific method. It's about testing hypotheses and making data-driven decisions to learn as quickly as possible. To support this approach, they've developed a vast testing framework with tens of thousands of versions running. Engineers have the autonomy to experiment with ideas and gather performance data.

Learning-Oriented Approach and Data-Driven Decisions

In a fast-evolving world, the greatest risk is not taking any risks. Profitability is important for a company, but the primary focus should remain on adapting to change and continuous learning - Peter Thiel

Risk In Rapid Change

These insights from Mark on building successful companies make for a great coffee companion.

Mark is a cofounder of Facebook.

Facebook is one of the most influential companies in the history of the world. Over 1.1 billion people use it every day.

Access podcast and transcript versions of this interview here:
http://www.ycombinator.com/future/mark/

Chapters (Powered by https://bit.ly/chapterme-yc)
00:00:00 Intro
00:00:12 The early days of Facebook?
00:02:17 Did you think Facebook was going to be a company when you started?
00:03:16 Something that made Facebook different from other projects that you built?
00:04:26 Advice that you give to other people that want to build products?
00:05:37 Hardest parts in the history of Facebook?
00:09:25 Have you thought about selling the company?
00:09:37 How to decide what to build?
00:11:54 What about bigger bets like making a large acquisition or rollout news feed?
00:14:35 Do you recommend companies put in place a growth group?
00:15:52 Impact of growth group on the growth rate of Facebook?
00:16:32 How have you hired your team and what do you look for?
00:17:24 If you don't have the experience how do you assess someone's raw talent?
00:19:05 What are you most excited about over the next 20 years?
00:22:26 I'm 19 today, what should I do to impact the world?
00:23:06 How far into Facebook did it become a company?
00:24:20 What's the best piece of advice Peter gave you?
00:25:24 Outro

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Y Combinator

Mark Zuckerberg : How to Build the Future

The driver of strength is intensity but the driver of hypertrophy is volume

Soreness is not a barometer of an effective or good workout! You want to feel the muscle group worked but should hover around a soreness of 3 out of 10.

You’re better off cutting your workout short and hitting a focused 30 minutes than going through the motions for 60 minutes

Breathing properly during & after exercise is critical for telling your body you’re safe:(1) maintain a breath-hold during the lowering/eccentric most dangerous part of the movement & exhale on the concentric portion(2) try physiologic sigh for 2-5 minutes post-workout and/or between strenuous bouts (double inhale through the nose followed by long exhale through mouth) Box method - 5 each side inhale/exhale

Breathing during and after the workout

Hypertrophy target: a minimum of 10 working sets, per muscle group, per week, 5-30 reps per set

You did not get hurt deadlifting because deadlifts are dangerous. You only get hurt deadlifting because you either got in a bad position – you got in a bad position because you either started in a bad position or you ended up in a bad position. You did too much volume, too much intensity, or too much complexity.

<ul><li>Workouts can be done fasted or fed – personal preference</li><li>If you start your exercise with poor hydration, it’s really difficult (almost impossible) to catch up</li><li>Fluid content in food is actually very high if you are eating a non-processed, high-quality diet</li><li>Identify whether you’re a high-sodium or low-sodium sweater to determine sodium needs. General hydration rule: 500mg sodium intake pre- and post-exercise. If you’re a high-sodium sweater you might want to increase</li></ul>

Nutrition & Hydration

(1)choose exercises that will take you through the full range of motion(2) choose exercises you feel stable and comfortable with(3) priority is to maintain good form(4) balance between movement areas

Choosing exercises

Standard workout split

General exercise breathing protocol: maintain a breath-hold during the lowering/eccentric most dangerous part of the movement & exhale on the concentric portion - 312.Breathing strategy for reps: you don’t have to reset breathing and focus on it every rep as that can be energy consuming – if hitting 3-8 reps, every third breathe reset and go

Breathing in weight training

Progressive Overload: Adaptation is a natural response to stress; therefore, you must challenge your system.Monitoring and Recording:Begin with a weight that allows you to perform 8-12 reps with proper form in all four sets. Only after comfortably completing all four sets should you consider increasing the weight.

Progressive overload and how to track it

If training for hypertrophy: err on the side of greater recovery – towards 3 days for the same muscle group – because you want to allow protein synthesis to occur (takes 48-72 hrs)Getting into an ice bath immediately after a hypertrophy session negates the benefits so much, you might as well not do the session – it’s about 10% attenuationSauna (or hot bath) increases blood flow and augments strength & hypertrophy – but now you need to seriously consider proper hydration

Frequency And Recovery

Going back to the basics of hypertrophy training

food

Food

health

Health

exerciseandfitness

Exercise & Fitness

sports

Sports

scienceandnature

Science & Nature

Episode 65: Dr. Andy Galpin: How to Build Strength, Muscle Size & Endurance

The more information you can gather, the better.It’s important to remember that effective customer success addresses each customer’s specific goals and definitions of success.But if you have a general idea of what your customers are after, you’ll be able to build it into your product and be better prepared to start the customer success process.Send out short email surveys when people sign up for your service. Call leads and customers to ask about their goals. Talk to people at conferences and events. Get in touch with your contacts in the industry.

Understand What Success Means To Your Customers

It is important to document this. Because customer success agents are human. They forget things. They miss steps. Having this documentation available makes everyone’s job easier.A customer success journey map plots out every step of the customer success process. That includes all of those handoffs that can trip you up. It can also include information on the tools and systems that you use, feedback loops, decisions, and anything else that needs to happen during the customer success journey.

Create A Customer Success Journey Map

Address two questions in your customer success playbook: what to do, and how to do it. For each customer touchpoint, lay out detailed instructions on how to make the interaction as successful as possible.This could be instructions on upselling, suggested tactics for solving problems, resources for moving a customer along the journey map, and anything else that your employees might find useful in successfully executing their responsibilities.

Develop A Customer Success Playbook

If you can add value to your relationship at every interaction, you’ll have loyal customers that appreciate your product or service.What sorts of things add value? Here are just a few:<ul><li>Recommending new features</li><li>Suggesting best practices</li><li>Offering training</li><li>Sharing marketing resources (like blogs and podcasts)</li><li>Highlighting industry news</li><li>Congratulate them on successes</li></ul>

Add Value With Every Interaction

Have a customer success manager reach out to an existing customer to share the results of a study you just ran. Or let them know about a new training that you’re offering. When your product or service is updated, make sure your customers know about it.If you’re monitoring your customer’s use of your product (which we’ll discuss in a moment), you can also reach out to help them with problems that they might not even know they have.

Proactively Contact Customers

Using customer success software will give you deep insight into how your customer success team is performing. Are customers moving through the onboarding process smoothly? Are they using the product regularly?Monitoring all of these metrics will show you where your strengths and weaknesses are. If onboarding is often a problem, for example, you can spend time improving that process. If you’re seeing a specific type of churn, you can put new practices into place to reduce it.The more you can automate the monitoring and reporting of these metrics, the better

Monitor Metrics For Continuous Improvement

Custify Insight: 7 Customer Success Best Practices You Can Put Into Action

marketingandsales

Marketing & Sales

product

Product & Design

Best Practices Customer Success You Can Put Into Action

The 3 major components of trust are: Authenticity, Empathy and LogicIf you sense that I am being authentic, you are much more likely to trust me. If you sense that I have real rigor in my logic, you are far more likely to trust me. And if you believe that my empathy is directed towards you, you are far more likely to trust me. When all three of these things are working, we have great trust. But if any one of these three gets shaky, if any one of these three wobbles, trust is threatened.

3 Pillars of Trust

People just don't believe that we're mostly in it for them, and they believe that we're too self-distracted. And it's no wonder. So here's the prescription: identify where, when and to whom you are likely to offer your distraction. That should trace pretty perfectly to when, where, and to whom you are likely to withhold your empathy.And if in those instances, we can come up with a trigger that gets us to look up, look at the people right in front of us, listen to them, deeply immerse ourselves in their perspectives, then we have a chance of having a sturdy leg of empathy.

When your empathy wobbles

It's often the case that our logic is sound, but it's our ability to communicate the logic that is in jeopardy. Super fortunately, there's a very easy fix to this.Start with your point in a crisp half-sentence, and then give your supporting evidence. This means that people will be able to get access to our awesome ideas, and just as importantly, if you get cut off before you're done, you still get credit for the idea, as opposed to someone else coming in and snatching it from you.

When your logic wobbles

We as a human species can sniff out in a moment, literally in a moment, whether or not someone is being their authentic true self. So in many ways, the prescription is clear. You don't want to have an authenticity wobble? Be you. Great. And that is super easy to do when you're around people who are like you.But if you represent any sort of difference, the prescription to "be you" can be super challenging.Wear whatever makes you feel fabulous. Pay less attention to what you think people want to hear from you and far more attention to what your authentic, awesome self needs to say.

When your authenticity wobbles

What if trust is broken despite our best effort at managing and building trust? Here are some ideas on how to handle that 😊

Trust is the foundation for everything we do. But what do we do when it's broken? In an eye-opening talk, Harvard Business School professor Frances Frei gives a crash course in trust: how to build it, maintain it and rebuild it -- something she worked on during a recent stint at Uber. "If we can learn to trust one another more, we can have unprecedented human progress," Frei says.

philosophy

Philosophy

personaldevelopment

Personal Development

communication

Communication

loveandrelationships

Love & Relationships

leadershipandmanagement

Leadership & Management

Frances Frei: How to build (and rebuild) trust

In the gym, sometimes you feel like it’s an “off day”, and then you hit a personal record anyway.  15 minutes of warm-up is often all it takes to get out of that “off” state of mind.  Applies to a lot of other things too.

15 mins is all it takes

<ul><li>Alignment: Where is the Customer Success team fits in the organization and how does it influence (or not) the corporate’s processes and policies</li><li> Team: The services and capabilities your CS team provides</li><li> Segmentation: Your customer classification</li><li> Playbook: What is included in your playbook and it’s used</li><li> Resources: Resources that you provide for your customer’s success</li><li> Onboarding: How are you helping your customer to ramp up to full productivity</li><li> Relationship: Your customer engagement model</li></ul>

The eight (8) pillars

How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering. Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status quo, and a roadmap of milestones to implement improvements.Based on where you are in each pillar provides a score that allows quick identification of the weakest points in the status-quo, and a roadmap of milestones to implement improvements.

ROI - 8th Pillar

<ul><li>Alignment: CS influenced the operations and compensation corporate-wide to align all teams around  Customer Success via a Chief Revenue Officer or Chief Customer Officer.</li><li>Team: The team is organized around customer goals (see next item) and provides a variety of services spanning account management, implementation, onboarding, training, support, marketing, and analytics.</li><li> Segmentation: You shift your review of your customers from internal to external and segment them around   common goals</li><li>Playbook: You have a documented playbook for the entire customer journey that is used by your partners.</li></ul>

Examples of the ultimate Conqueror state 1/2

<ul><li>Resources: You have a vibrant and managed community for specific customer goals and lifecycle stages.</li><li>Onboarding: You have an integration partner network that uses your implementation playboo0k.</li><li>Relationship: You define together with your customer stakeholders the frequency of touchpoints to improve their business and what progress was made towards these business improvement goals.</li><li>ROI: You establish benchmark baselines around customer-defined goals and present to stakeholders how they perform against your baselines.</li></ul>

Examples of the ultimate Conqueror state 2/2

The CSPI is a framework with eight pillars, used to detect weak points, define new strategic goals, enhance the team, tune the customer engagement process and optimise the technology landscape.

In the summer of 2018, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO of Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during th

Customer Success Performance Indicator


You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customer's Desired Outcome and get all of those things

Desired Outcome

Revenue hunters develop an Account Plan. It sets out how they plan to sell more to an account. It identifies where more products or services may be sold. And how they will make those sales. From an Account Plan, the vendor expects to achieve higher revenue.

Account Plan

A success plan has a different purpose. It sets out a plan to deliver a measurable outcome for the customer. Prepared jointly with the customer, it specifies what needs to be done to achieve the outcome. It defines tasks, responsibilities, and timing. And it includes what the customer will buy from the vendor, and when.From a Success Plan, the customer expects to achieve a measurable business result. And the vendor expects to achieve higher revenue. The Success Plan contains both.

Success Plan

An often debated topic. What is the difference between an Account Manager and a Customer Success Manager?

Account Manager vs Customer Success Manager

You cannot live your life in fear, or you will forsake the best parts of it

Understand yourself and those around you.

psychology

Psychology

movies

Movies & Shows

House of the dragon 🐉   ep4

Recent statistics show that an average person consumes about 10.5 hours of media per day - watching movies, shows, surfing the internet, social media, listening to the radio/podcasts, playing with an app & much more.In a world where zillions of bytes of content is created every single day, we are bombarded with options screaming for our attention.The world’s consumption engine is led by - Youtube, Netflix, Tiktok, Instagram…

Consumption Engines

Consumption is convenient - streaming your favorite shows with no commercials, and on your own timetable - what could be better.Creation is stopped before it could even get started because it is hard and it requires effort, focus, motivation & determination.When you create you have to fear failure, ridicule, or criticism, you hold yourself back as that could leave you feeling bad about yourself.Creation = Work & Work = something to be avoided.

Consumption vs Creation

There are only two main reasons we consume1. It is useful &2. It makes you happyAfter a certain point the more you consume the lower the returns from the new content - less fun, less enjoyment, no happiness & not useful eitherI call this the “Blue Dot” level

Blue Dot level

- don’t feel +ve after consuming more- Seen/heard/tasted all of this before- Cribbing & complaining about creators- Missing the “good old days”- Losing curiosity- Feeling downIf you have lost interest in what you are consuming, you have reached the “Blue Dot”.

Indicators that you have reached the blue dot

What do the most successful & intellectual people have in common? Do we look up to people who are constant consumers or passionate creators?Coincidentally wealth also needs to be created!

It is time to create 💪

<ul><li>Recognise Consumerism - marketing is oriented towards one thing – making you believe that consumption will make you happy & successful. No iPhone, movie, book, car, dress, bag or shoes can make you happy/successful. </li><li>Track your time - Watch where you you spend time and track it like you track you expense, understand the spend patterns & budget for important things</li><li> Rule of 10 - When starting a new activity/project, commit to 10 attempts and don’t analyze the results of these first 10 attempts - That’s your buffer to iterate, learn & begin.</li></ul>

How to make the switch? 1/2

<ul><li>You Vs. You - You don’t need another productivity app, another book, another video, the only thing that ruined your plans in the past was your own resistance.</li><li>Short-term planning - Plane the progress in short sprints, here’s a frame works that can be used. Create Something – Ship it – See the Real Feedback – Adapt – Repeat</li><li>Time & Place - This really helped me - Schedule some time time and decide a space for constructive deliberate reading. The combination of fixed time & space helps overcome the resistance and helps in building a habit.</li></ul>

Mark Zuckerberg : How to Build the Future

Episode 65: Dr. Andy Galpin: How to Build Strength, Muscle Size & Endurance

Best Practices Customer Success You Can Put Into Action

Frances Frei: How to build (and rebuild) trust

15 mins is all it takes

Yug Jain