Why Treating Customers “Like Gold” Is Essential ft. Brian LaFaille (Google)

Taking a company from 50 customers to 3,500 customers is easier said than done; the same goes for growing ARR from $2 million to $250 million in a year. And it certainly goes for helping lead a startup to a $2.6 billion acquisition from Google. 

Thankfully, Brian LaFaille has hands-on experience with all of that – and he’s here to tell us how he did it. Brian – who now oversees global CS programs at Google after his last company, Looker, was acquired by the tech giant in 2020 – is the latest guest on Unchurned with UpdateAI CEO Josh Schachter. 

Brian shared a number of great insights during his 30 minute conversation with Josh. Some of the topics they touched on include:

– Why treating customers “like gold” is imperative, especially for startups 

– Why scalability should not be a major concern for young companies

– The importance of fostering your first 100 customer “champions”

– Brian’s journey from the Bay Area to living in Joshua Tree 

This is another jam-packed episode, so be sure to check it out on Spotify, Apple Podcasts or YouTube! 

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