Andrew Chen

DECEMBER 13, 2018

The irony of it is that sometimes when you are working on projects with such large scale, because the skill set is so different, it actually feels like you’re not doing anything at all — you’re merely managing the appendages of the other groups and trying to make sure everyone is staying on track and executing.” — Ada.

Engineering 79

Engineering Scaling Workflows B2B 79

Andrew Chen

JUNE 25, 2019

As the number of homes on Airbnb scaled from around 100,000 in 2012 to over 6 million today, I led teams tackling everything from supply growth, to guest booking conversion, to marketplace quality. Once you reach scale, fraud becomes a real issue. Stage : Early-stage for B2C, an evergreen lever for B2B. Cost : Medium.

Retention 48

Retention User Experience Travel Marketing 48

Harvard Business Review

AUGUST 21, 2012

It's powerful stuff that will continue to evolve and change the way that companies market to consumers and B2B customers. Firstly, social technologies will only succeed if they become part of the daily workflow, not an extra item on a to-do list that will never get checked off.

Media 18

Media Workflows A/B Testing B2B 18

Andrew Chen

JULY 20, 2020

Solving for the Adjacent User through growth and scaling work helps your product realize its true product-market fit potential. Seeing how your adjacent user uses a product in their environment expands your understanding of their workflow, constraints, and needs. Those are your Adjacent Users.

Retention 59

Retention Accounts Marketing Metrics 59

Andrew Chen

DECEMBER 13, 2018

The irony of it is that sometimes when you are working on projects with such large scale, because the skill set is so different, it actually feels like you’re not doing anything at all — you’re merely managing the appendages of the other groups and trying to make sure everyone is staying on track and executing.” — Ada.

Engineering 40

Engineering Scaling Workflows B2B 40

Harvard Business Review

APRIL 10, 2013

The personal connection is equally important in B2B as B2C sales — so long as you are not just competing on price and there is risk in the purchase decision, prospects will always be inclined to buy from someone they feel they know, like, and trust. Deliver highly personalized service at scale.

Sales 8

Sales Sales B2C B2B 8

Harvard Business Review

JUNE 16, 2014

At the second or third check-in, ask the group general questions such as, “On a scale of one to five, how well is the team sharing the workload? The group’s biggest issue was its disappointing B2B product suite. Take baby steps. What needs to change?” As the leader, you’re the moderator of this conversation.

B2B 15

B2B Workflows Insurance Accounts 15

Harvard Business Review

OCTOBER 5, 2015

These changes are driven by seismic shifts in consumer behavior and an explosion of both consumer- and B2B-facing technologies. It is these tensions that now shape the most important considerations for advertisers, their agencies, and the media companies that convene audiences at scale. Humans and Automation. Distribution strategies.

Media 8

Media Advertising Scaling Metrics 8

Harvard Business Review

JUNE 30, 2015

We’ve also used the data to continuously improve our software and services; if some aspect of our product slows doctors down or creates more work for front-office staff, we can see the pain and adjust workflows to make it go away. We adjust our products to our clients’ behavior or workflows, acting as a benevolent invisible hand.

Benchmarking 14

Benchmarking Workflows A/B Testing B2B 14