Index

A

1. acquiring customers
2. AdWords
3. Aghassipour, Alexander
   1. and Charles River Ventures (CRV)
   2. as chief product officer
   3. epilogue
   4. financial struggles
   5. and the inception of Zendesk
   6. loft office
   7. moving to San Francisco
   8. and the price increase
4. Airbnb
5. Amazon.com
6. angel investors
7. anxiety, curbing
8. Araneum
9. Arrington, Michael
10. asking friends for money

B

1. Barney agreements
2. Basecamp. See 37signals
3. Benchmark
4. Benioff, Marc
5. Bezos, Jeff
6. Black, Alan
7. boring ideas
8. Box
9. Buddha Machine

C

1. Calacanis, Jason
2. Caput
3. CBA. See Community Benefits Agreement (CBA)
4. CEO role
   1. building the right management team
   2. growing into
5. Charles River Ventures (CRV)
6. chief product officer. See also Aghassipour, Alexander
7. chief technology officer. See also Primdahl, Morten
8. cloud computing
9. Cohler, Matt
10. Columbus, Christopher
11. Community Benefits Agreement (CBA)
12. competition
13. complacency
14. Connery, Nancy
15. conversation
16. Costolo, Dick
17. Cramer, Jim
18. Cubic Telecom
19. customer advocates
20. customer support
    1. from the inside
    2. secrets of
    3. women in
21. customer support software
22. customers
    1. acquiring
    2. loyalty
    3. responding to price increases
    4. treating customers with love and respect

D

1. The Deck
2. dot-com crash of
3. Dropbox

E

1. editing the authentic self
2. employee options
3. entrepreneurship, and paranoia
4. Eventbrite

F

1. failure
2. fear of flying
   1. conquering for business travel
3. Fenton, Peter
4. finding investors
   1. among friends and family
   2. angel investors
5. Forum.dk

G

1. GigaOM
2. Glengarry Glen Ross
3. going live
4. going public. See IPO
5. Goldman Sachs
6. Groupon
7. Gurevich, Alex

H

1. Hansen, Michael
   1. epilogue
   2. hiring
   3. and the price increase
   4. screening employees
2. Hansson, David Heinemeier
3. Harde, Heather
4. help desk
5. Help Desk Factory
6. Hicks, Matt
7. hiring employees
   1. checklist
   2. new CFO
   3. in San Francisco
   4. VP of engineering
8. home offices

I

1. Internet
   1. in the '90s
   2. in Denmark
2. investor families
3. investors
   1. angel investors
   2. Charles River Ventures (CRV)
   3. finding
   4. fostering your VC relationship
   5. friends and family
   6. learning what makes a great VC
   7. Series A rounds
4. IPO
   1. after
   2. day of
   3. determining how much you're worth
   4. postponing
   5. preparing for
   6. road show
   7. surviving an IPO road show
   8. Zendesk's IPO experience
5. iterating

J

1. Janz, Christoph

K

1. Kleha, Amanda

L

1. Latkiewicz, Matthew
2. Laughing Squid
3. Law of Jante
4. LiveUniverse
5. logo design
6. Lund, Morten

M

1. Malik, Om
2. Marooney, Caryn
3. Materna
4. McDermott, Adrian
5. media companies
6. Mentor
7. Mick
8. Musk, Elon

N

1. naming the company
2. No Meeting Wednesdays
3. Nygaard, Toke

O

1. office space
2. OneLogin
3. OpenDNS

P

1. Pageflakes
2. Pedersen, Thomas
3. personalized emails
4. Pisoni, Adam
5. Playdom
6. pricing
7. Primdahl, Morten
   1. as chief technology officer
   2. early days at Zendesk
   3. epilogue
   4. fear of complacency
   5. financial struggles
   6. handling the growth of the business
   7. and the inception of Zendesk
8. Project Eisenhut

R

1. reaching scale
2. real estate lessons learned
3. refunds
4. relationships
5. relocating to America
   1. hiring employees
   2. hiring first employees
   3. legal and tax challenges of relocating to America
   4. moving the company to Boston
   5. personal issues surrounding
   6. settling in in Boston's Leather District
6. relocating to San Francisco
   1. finding office space
   2. making the decision to move
7. Rigoli, Rick
   1. epilogue
8. Riviera Partners
9. Ruby on Rails

S

1. SaaS. See Software-as-a-Service
2. Salesforce.com
3. Scribd
4. second chances
5. self-service sales
6. Series A rounds
7. shifting strategy
8. Skype
9. Software-as-a-Service
10. Square
11. Startupland
12. stereograms
13. strategy shift

T

1. Talladega Nights: The Ballad of Ricky Bobby
2. TechCrunch
   1. Capital Summer Party
3. Tesla
4. Thank You Machine
5. 37signals
6. 3D Magic Eye books
7. Twitter

U

1. Uber

V

1. value-added resellers
2. VARs. See value-added resellers
3. VCs. See investors
4. venture capital. See investors

W

1. Williams, Evan
2. working from home
3. Working from Home Wednesdays

Y

1. Yammer
2. Yellurkar, Devdutt
   1. epilogue

Z

1. Zendesk

1. acquiring customers
2. application to TechCrunch
3. awarded Sexiest Enterprise Startup
4. building the product
5. customer support from the inside
6. early financial struggles
7. going live
8. inception
9. incorporation
10. IPO
11. legal and tax challenges of relocating to America
12. loft office
13. moving the company to Boston
14. naming the company
15. popularity after investment from CRV
16. preparing for IPO
17. relocating to San Francisco
18. Ruby on Rails
19. Ruby on Rails framework
20. shifting strategy