David’s play is in the book, Chapter 7 - Job Design, and is titled “Creating Autonomy and Accountability through Job Design”. David shares the approach he’s used as he’s built Drift, structuring jobs and teams it in a way that “intrinsically placed the customer ahead of everything else”. It not only does
David has his own website which talks about the importance of gathering customer feedback, and regularly contribute's to the Drift blog. He also co-presents the podcast 'Seeking Wisdom' alongside VP of Marketing Dave Gerhardt.
When it comes to building a great product, a great team, and a great brand, relying solely on the ideas of internal stakeholders will get you nowhere. The key to achieving HYPERGROWTH is to always be listening to — and communicating with — your customers.
In the book, David shares a new approach for building products and structuring teams that makes customer communication a central priority. He tells the story of how his customer-driven approach started out as a test with a product team, transformed an entire organization, and sparked a new movement.