ServiceNow Case Study: Product Strategy with Dave Wright

The highlights: 

1. The starting position is perhaps the most important
2. Everyone needs an Eric Hemmer to help the customers: Eric was a scrappy generalist who was willing to lead customers to the next level. You need to make sure you have the right people as you start to expand, as they will set the DNA of the organization. If your employees believe you can be a platform, your customers will too.
3. Follow a maturity model as customers grow
4. Building platforms is about balancing trade-offs
5. Focus on creating the best experience, not just being first