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Flush with $42M, hot AI startup Faculty plans to hoover up more PhDs… and steer clear of politics

In the wake of the news that U.K.-based AI startup Faculty has raised $42.5 million in a growth funding round, I teased out more from CEO and co-founder Marc Warner on what his plans are for the company.

Faculty seems to have an uncanny knack of winning U.K. government contracts, after helping Boris Johnson win his Vote Leave campaign and thus become prime minister. It’s even helping sort out the mess that Brexit has subsequently made of the fishing industry, problems with the NHS and telling global corporates like Red Bull and Virgin Media what to suggest to their customers. Meanwhile, it continues to hoover up PhD graduates at a rate of knots to work on its AI platform.

But, speaking to me over a call, Warner said the company no longer has plans to enter the political sphere again: “Never again. It’s very controversial. I don’t want to make out that I think politics is unethical. Trying to make the world better, in whatever dimension you can, is a good thing … But from our perspective, it was, you know, ‘noisy,’ and our goal as an organization, despite current appearances to the contrary, is not to spend tonnes of time talking about this stuff. We do believe this is an important technology that should be out there and should be in a broader set of hands than just the tech giants, who are already very good at it.”

On the investment, he said: “Fundamentally, the money is about doubling down on the U.K. first and then international expansion. Over the last seven years or so we have learned what it takes to do important AI, impactful AI, at scale. And we just don’t think that there’s actually much of it out there. Customers are rightly sometimes a bit skeptical, as there’s been hype around this stuff for years and years. We figured out a bunch of the real-world applications that go into making this work so that it actually delivers the value. And so, ultimately, the money is really just about being able to build out all of the pieces to do that incredibly well for our customers.”

He said Faculty would be staying firmly HQ’d in the U.K. to take advantage of the U.K.’s talent pool: “The U.K. is a wonderful place to do AI. It’s got brilliant universities, a very dynamic startup scene. It’s actually more diverse than San Francisco. There’s government, there’s finance, there are corporates, there’s less competition from the tech giants. There’s a bit more of a heterogeneous ecosystem. There’s no sense in which we’re thinking, ‘Right, that’s it, we’re up and out!’. We love working here, we want to make things better. We’ve put an enormous amount of effort into trying to help organizations like the government and the NHS, but also a bunch of U.K. corporates in trying to embrace this technology, so that’s still going to be a terrifically important part of our business.”

That said, Faculty plans to expand abroad: “We’re going to start looking further afield as well, and take all of the lessons we’ve learned to the U.S., and then later Europe.”

But does he think this funding round will help it get ahead of other potential rivals in the space? “We tend not to think too much in terms of rivals,” he says. “The next 20 years are going to be about building intelligence into the software that already exists. If you look at the global market cap of the software businesses out there, that’s enormous. If you start adding intelligence to that, the scale of the market is so large that it’s much more important to us that we can take this incredibly important technology and deploy it safely in ways that actually improve people’s lives. It could be making products cheaper or helping organizations make their services more efficient.”

If that’s the case, then does Faculty have any kind of ethics panel overseeing its work? “We have an internal ethics panel. We have a set of principles and if we think a project might violate those principles, it gets referred to that ethics panel. It’s randomly selected from across faculty. So we’re quite careful about the projects that we work on and don’t. But to be honest, the vast majority of stuff that’s going on is very vanilla. They are just clearly ‘good for the world’ projects. The vast majority of our work is doing good work for corporate clients to help them make their businesses that bit more efficient.”

I pressed him to expand on this issue of ethics and the potential for bias. He says Faculty “builds safety in from the start. Oddly enough, the reason I first got interested in AI was reading Nick Bostrom’s work about superintelligence and the importance of AI safety. And so from the very, very first fellowship [Faculty AI researchers are called Fellows] all the way back in 2014, we’ve taught the fellows about AI safety. Over time, as soon as we were able, we started contributing to the research field. So, we’ve published papers in all of the biggest computer science conferences Neurips, ICM, ICLR, on the topic of AI safety. How to make algorithms fair, private, robust and explainable. So these are a set of problems that we care a great deal about. And, I think, are generally ‘underdone’ in the wider ecosystem. Ultimately, there shouldn’t be a separation between performance and safety. There is a bit of a tendency in other companies to say, ‘Well, you can either have performance, or you can have safety.’ But of course, we know that’s not true. The cars today are faster and safer than the Model T Ford. So it’s a sort of a false dichotomy. We’ve invested a bunch of effort in both those capabilities, so we obviously want to be able to create a wonderful performance for the task at hand, but also to ensure that the algorithms are fair, private, robust and explainable wherever required.”

That also means, he says, that AI might not always be the “bogeyman” the phrase implies: “In some cases, it’s probably not a huge deal if you’re deciding whether to put a red jumper or a blue jumper at the top of your website. There are probably not huge ethical implications in that. But in other circumstances, of course, it’s critically important that the algorithms are safe and are known to be safe and are trusted by both the users and anyone else who encounters them. In a medical context, obviously, they need to be trusted by the doctors and the patients need to make sure they actually work. So we’re really at the forefront of deploying that stuff.”

Last year the Guardian reported that Faculty had won seven government contracts in 18 months. To what does he attribute this success? “Well, I mean, we lost an enormous number more! We are a tiny supplier to government. We do our best to do work that is valuable to them. We’ve worked for many, many years with people at the home office,” he tells me.

“Without wanting to go into too much detail, that 18 months stretches over multiple prime ministers. I was appointed to the AI Council under Theresa May. Any sort of insinuations on this are just obviously nonsense. But, at least historically, most of our work was in the private sector and that continues to be critically important for us as an organization. Over the last year, we’ve tried to step up and do our bit wherever we could for the public sector. It’s facing such a big, difficult situation around COVID, and we’re very proud of the things we’ve managed to accomplish with the NHS and the impact that we had on the decisions that senior people were able to undertake.”

Returning to the issue of politics I asked him if he thought — in the wake of events such as Brexit and the election of Donald Trump, which were both affected by AI-driven political campaigning — AI is too dangerous to be applied to that arena? He laughed: “It’s a funny old funny question… It’s a really odd way to phrase a question. AI is just a technology. Fundamentally, AI is just maths.”

I asked him if he thought the application of AI in politics had had an outsized or undue influence on the way that political parties have operated in the last few years: “I’m afraid that is beyond my knowledge,” he says. But does Faculty have regrets about working in the political sphere?

“I think we’re just focused on our work. It’s not that we have strong feelings, either way, it’s just that from our perspective, it’s much, much more interesting to be able to do the things that we care about, which is deploying AI in the real world. It’s a bit of a boring answer! But it is truly how we feel. It’s much more about doing the things we think are important, rather than judging what everyone else is doing.”

Lastly, we touched on the data science capabilities of the U.K. and what the new fundraising will allow the company to do.

He said: “We started an education program. We have roughly 10% of the U.K.’s PhDs in physics, maths, engineering, applying to the program. Roughly 400 or so people have been through that program and we plan to expand that further so that more and more people get the opportunity to start a career in data science. And then inside Faculty specifically, we think we’ll be able to create 400 new jobs in areas like software engineering, data science, product management. These are very exciting new possibilities for people to really become part of the technology revolution. I think there’s going to be a wonderful new energy in Faculty, and hopefully a positive small part in increasing the U.K. tech ecosystem.”

Warner comes across as sincere in his thoughts about the future of AI and is clearly enthusiastic about where Faculty can take the whole field next, both philosophically and practically. Will Faculty soon be challenging that other AI leviathan, DeepMind, for access to all those PhDs? There’s no doubt it will.

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Google Cloud launches Vertex AI, a new managed machine learning platform

At Google I/O today Google Cloud announced Vertex AI, a new managed machine learning platform that is meant to make it easier for developers to deploy and maintain their AI models. It’s a bit of an odd announcement at I/O, which tends to focus on mobile and web developers and doesn’t traditionally feature a lot of Google Cloud news, but the fact that Google decided to announce Vertex today goes to show how important it thinks this new service is for a wide range of developers.

The launch of Vertex is the result of quite a bit of introspection by the Google Cloud team. “Machine learning in the enterprise is in crisis, in my view,” Craig Wiley, the director of product management for Google Cloud’s AI Platform, told me. “As someone who has worked in that space for a number of years, if you look at the Harvard Business Review or analyst reviews, or what have you — every single one of them comes out saying that the vast majority of companies are either investing or are interested in investing in machine learning and are not getting value from it. That has to change. It has to change.”

Image Credits: Google

Wiley, who was also the general manager of AWS’s SageMaker AI service from 2016 to 2018 before coming to Google in 2019, noted that Google and others who were able to make machine learning work for themselves saw how it can have a transformational impact, but he also noted that the way the big clouds started offering these services was by launching dozens of services, “many of which were dead ends,” according to him (including some of Google’s own). “Ultimately, our goal with Vertex is to reduce the time to ROI for these enterprises, to make sure that they can not just build a model but get real value from the models they’re building.”

Vertex then is meant to be a very flexible platform that allows developers and data scientist across skill levels to quickly train models. Google says it takes about 80% fewer lines of code to train a model versus some of its competitors, for example, and then help them manage the entire lifecycle of these models.

Image Credits: Google

The service is also integrated with Vizier, Google’s AI optimizer that can automatically tune hyperparameters in machine learning models. This greatly reduces the time it takes to tune a model and allows engineers to run more experiments and do so faster.

Vertex also offers a “Feature Store” that helps its users serve, share and reuse the machine learning features and Vertex Experiments to help them accelerate the deployment of their models into producing with faster model selection.

Deployment is backed by a continuous monitoring service and Vertex Pipelines, a rebrand of Google Cloud’s AI Platform Pipelines that helps teams manage the workflows involved in preparing and analyzing data for the models, train them, evaluate them and deploy them to production.

To give a wide variety of developers the right entry points, the service provides three interfaces: a drag-and-drop tool, notebooks for advanced users and — and this may be a bit of a surprise — BigQuery ML, Google’s tool for using standard SQL queries to create and execute machine learning models in its BigQuery data warehouse.

We had two guiding lights while building Vertex AI: get data scientists and engineers out of the orchestration weeds, and create an industry-wide shift that would make everyone get serious about moving AI out of pilot purgatory and into full-scale production,” said Andrew Moore, vice president and general manager of Cloud AI and Industry Solutions at Google Cloud. “We are very proud of what we came up with in this platform, as it enables serious deployments for a new generation of AI that will empower data scientists and engineers to do fulfilling and creative work.”

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Meroxa raises $15M Series A for its real-time data platform

Meroxa, a startup that makes it easier for businesses to build the data pipelines to power both their analytics and operational workflows, today announced that it has raised a $15 million Series A funding round led by Drive Capital. Existing investors Root, Amplify and Hustle Fund also participated in this round, which together with the company’s previously undisclosed $4.2 million seed round now brings total funding in the company to $19.2 million.

The promise of Meroxa is that businesses can use a single platform for their various data needs and won’t need a team of experts to build their infrastructure and then manage it. At its core, Meroxa provides a single software-as-a-service solution that connects relational databases to data warehouses and then helps businesses operationalize that data.

Image Credits: Meroxa

“The interesting thing is that we are focusing squarely on relational and NoSQL databases into data warehouse,” Meroxa co-founder and CEO DeVaris Brown told me. “Honestly, people come to us as a real-time FiveTran or real-time data warehouse sink. Because, you know, the industry has moved to this [extract, load, transform] format. But the beautiful part about us is, because we do change data capture, we get that granular data as it happens.” And businesses want this very granular data to be reflected inside of their data warehouses, Brown noted, but he also stressed that Meroxa can expose this stream of data as an API endpoint or point it to a Webhook.

The company is able to do this because its core architecture is somewhat different from other data pipeline and integration services that, at first glance, seem to offer a similar solution. Because of this, users can use the service to connect different tools to their data warehouse but also build real-time tools on top of these data streams.

Image Credits: Meroxa

“We aren’t a point-to-point solution,” Meroxa co-founder and CTO Ali Hamidi explained. “When you set up the connection, you aren’t taking data from Postgres and only putting it into Snowflake. What’s really happening is that it’s going into our intermediate stream. Once it’s in that stream, you can then start hanging off connectors and say, ‘Okay, well, I also want to peek into the stream, I want to transfer my data, I want to filter out some things, I want to put it into S3.’ ”

Because of this, users can use the service to connect different tools to their data warehouse but also build real-time tools to utilize the real-time data stream. With this flexibility, Hamidi noted, a lot of the company’s customers start with a pretty standard use case and then quickly expand into other areas as well.

Brown and Hamidi met during their time at Heroku, where Brown was a director of product management and Hamidi a lead software engineer. But while Heroku made it very easy for developers to publish their web apps, there wasn’t anything comparable in the highly fragmented database space. The team acknowledges that there are a lot of tools that aim to solve these data problems, but few of them focus on the user experience.

Image Credits: Meroxa

“When we talk to customers now, it’s still very much an unsolved problem,” Hamidi said. “It seems kind of insane to me that this is such a common thing and there is no ‘oh, of course you use this tool because it addresses all my problems.’ And so the angle that we’re taking is that we see user experience not as a nice-to-have, it’s really an enabler, it is something that enables a software engineer or someone who isn’t a data engineer with 10 years of experience in wrangling Kafka and Postgres and all these things. […] That’s a transformative kind of change.”

It’s worth noting that Meroxa uses a lot of open-source tools but the company has also committed to open-sourcing everything in its data plane as well. “This has multiple wins for us, but one of the biggest incentives is in terms of the customer, we’re really committed to having our agenda aligned. Because if we don’t do well, we don’t serve the customer. If we do a crappy job, they can just keep all of those components and run it themselves,” Hamidi explained.

Today, Meroxa, which the team founded in early 2020, has more than 24 employees (and is 100% remote). “I really think we’re building one of the most talented and most inclusive teams possible,” Brown told me. “Inclusion and diversity are very, very high on our radar. Our team is 50% black and brown. Over 40% are women. Our management team is 90% underrepresented. So not only are we building a great product, we’re building a great company, we’re building a great business.”  

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How and when to hire your first product manager

In the world of early-stage startups, job titles are often a formality. In reality, each employee may handle a dozen responsibilities outside their job description. The choose-your-own-adventure type of work style is part of the magic of startups and often why generalists thrive here.

However, as a company progresses and the team grows, there comes a time when a founder needs to carve out dedicated roles. Of these positions, product management might be one of the most elusive — and key — roles to fill.

Product management might be one of the most elusive — and key — roles to fill.

We spoke to startup founders and operators to get their thoughts about how and when they hired their first product manager. Some of the things we talked about were:

  •  Which traits to look for.
  •  Why it’s important to define the role before you look for your best fit.
  •  Whether your new hire needs to have a technical background.
  •  The best questions to ask in an interview.
  •  How to time your first hire and avoid overhiring.

Don’t hire for the CEO of a product

Let’s start by working backward. Product managers often graduate into a CEO role or leave a company to become a founder. Like founders, talented product managers have innate leadership skills and are able to effectively and clearly communicate. Similarly, both roles require a person who is a visionary when it comes to the product and execution.

David Blake was a product manager before he became a serial edtech founder who created Degreed, Learn In, and most recently, BookClub. He says that experience helped him launch the first prototype of Degreed and attract first clients.

“The must-have skill is the ability to put the team’s best wisdom in check and inform the product decisions with users and potential clients to inform what you are building,” he said. The person “must also be able to take the team’s mission and develop and sell that narrative to users and potential clients. That is how you blaze a new trail, balance risk, while avoiding building a ‘faster horse.”

The overlapping synergies between PMs and founders is part of the reason why the role is so confusing to define and hire for. Ken Norton, former director of product at Figma who recently left to solo advise and coach product managers, says companies can start by defining what PMs are not: The CEO of the product.

“It’s about not handing off the product responsibilities to somebody,” he said. “You want the founder and the CEO to continue to be the evangelist and visionary.” Instead, the role is more about day to day “blocking and tackling.” Norton wrote a piece more than 15 years ago about how to hire a product manager, and it’s still an essential read for anyone interested in the field.

Define the role and set your expectations

Product managers help translate all the jugglers within a startup to each other; connecting the engineer with marketing, design with business development and sales with all the above. The role at its core is hard to define, but at the same time is the necessary plumbing for any startup that wants to be high-growth and ambitious.

While a successful product manager is a strong generalist, they have to have the ability to understand and humanize technical processes. The best candidates, then, have some sort of technical experience as an engineer or otherwise.

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5 UX design research mistakes you can stop making today

Jason Buhle
Contributor

Jason Buhle is a professor in the online Master of Science in the Applied Psychology program at the University of Southern California and Director of UX Strategy at AnswerLab, the largest independent consultancy exclusively focused on UX research.

A recent article in Entrepreneur magazine listed “inadequate testing” as the top reason why startups fail. Inadequate testing essentially means inadequate or sub-par user research that leads to poor UX design which, not surprisingly, usually ends in failure. While working with startups and tech companies, I have also seen how even when people know how important user research is, they may not necessarily know how to conduct it in optimal ways.

Let’s look, then, at some of the biggest UX research mistakes companies make and what I wish I had known when I first started.

Conduct UX research early and throughout product development

When considering any potential product or service, it’s best to get certain questions answered as soon as possible. Is it actually going to be something useful and feasible for the target users and their organizations? Are your initial; assumptions correct? Ideas that seem good at first may not seem so great after research, and many commonly criticized failures were likely results of insufficient research. This is why it’s vital to begin user research early before product development has even begun.

While it is important to conduct foundational research early on, you also want to make sure to conduct evaluative research by continuously testing your product as you build or upgrade it. One of the reasons why Google products product like Gmail or YouTube are relatively easy to use for most people is that Google has teams continuously testing their products, making sure that their users know where to find what they’re looking for.

Don’t do all of the user research yourself

One of the mistakes I see many startups and entrepreneurs make (and that I myself made early on) is doing all of the UX research themselves. In some ways, books like Lean Startup” have bolstered this tendency by stressing the need to “get out of the building” and get to know your users. In itself this isn’t a bad idea—it’s good to know who your users are and to build empathy for their experiences. Likewise, this isn’t to say that you should not do any research yourselves.

However, you also want to be sure to complement that by having professional, third party UX researchers do research for you as well. When you are heavily invested in your research, as you invariably would be if it is your own product, it is difficult to conduct it in an unbiased way. And when your research participants know that you are asking them about your own project, they are not likely to provide you with good signal that can actually help you improve your product.

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Indianapolis-based Malomo raises $2.8 million to turn order tracking into a branded customer experience

Yaw Aning named Malomo, the service he launched for small businesses to turn their order-tracking services into branded customer experiences, as a tribute to his mother, who was a small business owner herself.

Malomo” means flowers in Swahili and it was the name of Aning’s mother’s small soap-making business which she built over the years — even as she was battling the cancer to which she would eventually succumb.

The small Indianapolis startup has just raised $2.8 million to expand its services providing a new marketing channel for the Shopify retailers of the world who can always use more ways to reach new customers, Aning said.

The financing came from the San Francisco-based firm, Base 10, and New York’s Harlem Capital, along with commitments from previous investors Hyde Park and High Alpha.

Aning came to entrepreneurship as an Orr Fellow, an Indiana program that takes 10 graduates and places them in high-growth companies. While Aning worked in corporate finance, he was always interested in the startup world, and started is first company, Pocket Tales, an online reading game for children.

That business was followed by Sticks and Leaves, a web design agency that gave Aning his first view into the opportunity that order tracking presented as a space for a better customer experience.

Along with co-founder Anthony Smith, Aning built a service that connects with a single click to the Shopify platform and creates custom, branded tracking pages for each brand. “It’s a landing page for a brand. They use it like they would use any marketing asset,” Aning said. “The strategy is to build up integrations to the other tools merchants use to create rich experiences leveraging those tools.”

 

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What can growth marketers learn from lean product development?

Andrea Fryrear
Contributor

Andrea Fryrear is co-founder of AgileSherpas, a leading authority on optimizing customer acquisition and retention processes, the author of two books on organizational agility and an international speaker and trainer.

Old-school approaches to marketing were often described as “spray and pray.” Marketers would launch a massive campaign in as many places as possible and hope that something worked.

More customers would show up, so it would appear that something had in fact worked.

But nobody could be sure exactly what that something was.

When we can’t predict what will have an impact, we need campaigns that cover all the bases, and those campaigns are consequently huge. They take a long time to create, are expensive to launch and come chock full of risk.

If a spray-and-pray campaign is a total failure (and we don’t have to go far to find examples of those), it’s quite possible an entire year’s worth of marketing budget has just been wasted.

Instead, marketers need to take a page from lean product development and begin creating Minimum Viable Campaigns (MVCs). Rather than wait until a massive multichannel launch is perfect, we can incrementally release a series of smaller, targeted, data-driven campaigns.

Over time these MVCs coalesce to look and act much like a Big Bang-style campaign from the spray-and-pray days, but they’ve done so in a much more data-driven and less risky way.

What exactly is an MVC?

Just as with a Minimum Viable Product (MVP), it can be easy to misunderstand the real definition of an MVC. It’s not something thrown together with no regard for brand standards or strategic goals, and it’s not a blind guess.

Instead, a good MVC represents the smallest amount of well-designed work that could still achieve some of the campaign’s goals. Before we have any chance of figuring out what that looks like, we need to know the ultimate goal of the bigger campaign or initiative. If we don’t know this, we can’t possibly measure the effectiveness of the MVC.

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Red Antler’s Emily Heyward explains how to get people obsessed with your brand

If you’re currently building a startup, you know what product you want to build. But do you know if people are actually going to notice you? That’s the question I asked of Red Antler co-founder Emily Heyward during our virtual TechCrunch Early Stage event.

In case you’re not familiar with Red Antler, Heyward’s branding company has worked with some of the most iconic startups of the past decade, such as Casper, Allbirds, Brandless and Prose. She knows her topic so well that she just wrote a book on branding called “Obsessed.”

Let me break down the key takeaways of her presentation and responses to questions from our virtual audience — we’ve embedded a video below with our entire conversation.

Branding matters — anybody can launch a startup

It has never been easier to launch a startup. If it’s a software company, your infrastructure will be managed by a cloud hosting company. If you’re selling consumer goods, you can find manufacturing partners more easily than ever before.

“There are fewer traditional gatekeepers standing in your way. You don’t need to be able to afford a national TV campaign to get people to notice you and to hear about you. It’s a lot easier to get it out there and start selling directly to people,” Heyward said.

The result is that there are many companies competing in the same space, launching around the same time. Casper isn’t the only online mattress company anymore for instance. Brand obsession can set you apart from the rest of the crowd.

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Founders can raise funding before launching a product

It’s possible to raise VC funding even if you haven’t built a real product, according to Charles Hudson, founder and managing partner at seed-stage firm Precursor Ventures. It’s just very, very difficult.

I interviewed Hudson during TechCrunch Early Stage, our virtual event for startup founders. He gave a short talk titled “How to sell an idea when you don’t have a product,” then answered questions from me and from attendees watching at home.

Hudson said Precursor invests in about 25 startups every year and that a majority are pre-launch and pre-traction. So when he’s considering startups where there “isn’t any evidence or traction,” he and other investors are basically considering two things: How well the founder knows the industry, and how well the investors know the founder.

Of course, if you’ve already had success and you know everyone on Sand Hill Road, it might not be that hard to get that first check. But what about everyone else?

Below, I’ve quoted some highlights from Hudson’s thoughts about how to raise money pre-product. You can also watch the full presentation/conversation at the end of this post.

‘You need to have a unique and durable insight that will still be true in 12 to 18 months’

You need to have a unique and durable insight that will still be true in 12 to 18 months … The unique part is important because you still haven’t launched your product yet. And so whatever it is that you’re doing, if it’s not unique, if it’s a really obvious insight, you’ll probably have 10 or 12 competitors that are launched in the market by the time you get your product out.

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Building your startup’s customer advisory board

A customer advisory board (CAB) can be an invaluable resource for startups, but many founders struggle with putting together the right group of advisors and how to incentivize them. At our TechCrunch Early Stage event, Saam Motamedi, a general partner at Greylock Partners, talked about how he thinks about putting together the right CAB.

“We encourage all of our early-stage companies to put this in place,” Motamedi said. The goal here is to speed up the process to get to product/market fit since your CAB will provide you with regular feedback.

“The idea here is [that] you have this feedback loop from customers back to your product where you build, you go get feedback, you iterate — and the tighter this feedback loop is, the faster you’ll get to product-market fit. And you want to do things structurally to make this feedback loop tighter, starting with a CAB.”

Motamedi said a CAB should consist of about three to six customers. These should be “luminaries or forward thinkers” in the market you are serving. “You add them to the CAB — you might give them small advisory grants — and they become stakeholders and give you feedback as you work through the early stages of product development.”

Image Credits: Greylock Partners

As for the people who you put on the CAB, Motamedi suggests first setting the right expectations for the board.

“There are three components. Number one, the most valuable thing you can get from these customer advisors is their time. So the first piece is you want them to commit to a monthly cadence, that could be 60 minutes, it could be 90 minutes, where you’re going to say, ‘Hey, I’m going to come to the meeting, I’m going to bring two of my teammates, we’re going to show you the latest product demo, and you’re going to drill us with feedback. We’re going to do that once a month.’  […] And then piece two is this notion of customer days, you could do quarterly, you could also do twice a year.

“The idea is you want to bring the customers together. Because if you and I are both CIOs at Fortune 500 companies and we independently react to a product, that’s one thing, but if we sit in a room together, we all look at the product together, there’s going to be interesting data amongst us as customers and the founder is going to learn a lot from that.[…] And I think the third piece is just an expectation that as the company progresses and product maturity increases, that folks on the CAB are going to be advocates and evangelists for the company with their customer networks.”

Motamedi recommends outlining those expectations in a short document.

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