Andrew Biss: TechPresenting.com curator, founder of strategy consultancy ISVfocus.com Limited and an experienced software industry executive who's held VP positions in strategy, marketing and engineering at software companies in the UK, US, France and Germany.
StoryComplete.com is a blog (now retired) for independent software vendors (ISVs) on marketing by storytelling. Andrew Biss wrote Story Complete to gain experience in blogging regularly.
Welcome to Story Complete, my blog for strategy consultancy ISV Focus to help independent software vendors (ISVs) sidelined by innovation and new players entering the game to acquire the new strategy and marketing skills they need to get back onto the field, re-enter the game and win. I’ve now retired this blog, but if you’ve got any questions then please add your comment to the relevant article, or get in touch with me direct.
The latest video released by 37signals shows the build-out of their new office space is coming along nicely.
Carrying on from the previous episode, the latest video from 37signals shows the build-out of the new office. From 3:3:30 onwards we get a first look at the theatre. The raised seating base looks a good distance from the front of the room. Mayban odd perspective effect from the camera? We’ll see.
Platforms need developers to succeed, so you need stories that resonate with developer’s worldview. Stories that you live to make true.
Your stories must be true. Developers can spot lies and it’s easier than ever to spread bad news, such as on Facebook. Not to pick on Facebook, but they serve as an example of conflict between a platform vendor and developers.
Facebook is a platform for third-party applications. And not just for games; you’ll find a range of business and marketing applications as well. After all, with Facebook’s massive user base there’s money to be made.
Success in today’s software industry means building the skills to tell stories that will resonate with your audience’s existing worldview.
Bruce Nussbaum’s article Facebook’s Culture Problem May Be Fatal shows what went wrong when Facebook chose to tell a new story inconsistent with the worldview of their core users.
I now have my video workflow set up, so here’s the first video: a short introduction to Story Complete for the About page.
Update: I am now showing the YouTube versions of the videos to ensure the widest coverage. I have therefore removed the links to the downloadable self-hosted versions of the videos for the time being.
By default the embedded video player starts with the SD video. To view the HD version click on the HD link in the top right corner of the player. Swapping from SD to HD restarts the video from the beginning.
While playing the software game was lucrative, this blog helps software companies sidelined by innovation to re-enter the game and to win.
Once upon a time it was lucrative to play the software industry game. We sold functionality at excellent margins. Annual maintenance was steady money for (rather) little work. Technology advanced at a manageable pace. The peer community dispensed recognition. Growth was steady and life was good.
But then the software game changed. In many niches FOSS has turned functionality into a commodity. SaaS upsets perpetual licensing, while annual maintenance is increasingly suspect. The community scattered as global players bought and consolidated. Innovation quickened. New business slowed.
New design prefers content to sidebars. It’s built with the Thesis Framework but without the typical Thesis look.
I’m pleased to announce that Story Complete has a new design. As I hope you can see, it stresses the blog’s content and not the information found in most blog’s sidebars. If you’re seeing this post in your RSS reader then please pop over and take a look at the new Story Complete.
I changed to a 1-column design from the 2-column format used by most blogs. The post meta information is right of the post content; all other information in the page footer. This keeps the pages clean and highlights the content, which is, after all, why you’re here.
Seth Godin’s book ‘All Marketers Tell Stories’ inspired me to share what I’ve learnt in 30 years of the software business.
Software companies often find themselves stranded on islands of excellence, serving a small group of customers but unable to grow. Opportunistic sales result in a few more islands from time to time.
It’s depressing to see companies with excellent technology shipwrecked. A love-hate relationship with marketing is often a contributory reason. We love having many qualified leads, but hate getting our hands dirty with marketing.
Why’s marketing hated like this? In my experience the cause is often the developer background of many managers. Developers equate lead generation with advertising. And developers hate advertising even more than marketing!
Watch out if a prospect asks you to prove your story’s true. Instead, seek out an audience inclined to believe your story.
I developed applications for CICS on IBM mainframes in the 1980s. At that time IBM had a project to reimplement CICS using formal methods. Reading about the Verification Grand Challenge reminded me of that project.
An ambitious 15-year international research project, its goal is to create a large repository of useful code, verified to the highest standards of rigour and accuracy. An early case study applied automated verification tools to prove CICS is formally correct. For this they used the CICS Z notation specifications from the 1980s.
Apple’s walled garden is becoming a hermetically sealed world with a (secret) licence agreement to sterilise every input.
The clash of worldviews between Apple and developers took a turn for the worse this week. For the first time, Apple will be banning meta programming tools for the iPhone and iPad. Section 3.3.1 of the latest iPhone Developer Program License Agreement states:
3.3.1 — Applications may only use Documented APIs in the manner prescribed by Apple and must not use or call any private APIs. Applications must be originally written in Objective-C, C, C++, or JavaScript as executed by the iPhone OS WebKit engine, and only code written in C, C++, and Objective-C may compile and directly link against the Documented APIs (e.g., Applications that link to Documented APIs through an intermediary translation or compatibility layer or tool are prohibited).
37signals added some mystery to what could be a boring office video. To tell a good story, keep the ending until, well, the end.
37signals has strong opinions about work. But how should an office look if you’re an international team? That often works from home? With a 4-day week? That hates interruptions? For the moment, they’re not saying.
To tell a good story, keep the ending until, well, the end. You can see this in a series of videos from 37signals about their new offices.
There’s no time to think when you’re surrounded by fire. You need to put it out for good by starving it of fuel: customers who don’t fit.
Fire-fighting often becomes a core competency at software companies. The usual cause? Our dread of no revenue forces us to accept customers who are not consistent with our worldview. Unique customers cause trouble.
You’re doing the best you can to deliver great software. You pull all nighters and work weekends to satisfy each hard-won customer. Been there. Done that. But, while it’s great to play the hero fire-fighter occasionally, in the end something’s got to give.
I saw first-hand what happens when your worldview hold’s you hostage: we lost out on a deal worth hundreds of millions of dollars.
Worldviews change; ignore at your peril. At Dynasty Technologies Inc. in the 1990s, I saw first-hand what happens when your worldview holds you hostage.
Dynasty was a 2nd generation client/server application development tool. Our main competitor was Forté Software Inc. Founded in the mid 1990s, both companies had significant venture capital funding with a growing global base of enthusiastic early adopters.
The Dynasty Development Environment generated native C/C++ code with no runtime system. Forté generated proprietary code with a runtime interpreter. For some developers runtimes were OK; for others a pure incarnation of evil. Customer’s runtime worldview was decisive for sales.
The Clang compiler recovers from unknown tokens using a spell-checker. Something small can be remarkable and worth spreading.
Being remarkable doesn’t always mean you have to develop something large. Sometimes remarkable is small, as this Clang example seen today on Hacker News demonstrates very nicely.
Clang is an open-source compiler front-end for C, C++ and Objective C. The project builds on the LLVM compiler back-end with the goal of replacing the GCC tool chain. Their worldview accepts that programmers can and do make mistakes. Amazing feats of Clang Error Recovery shows how they’ve woven this worldview into the compiler.
What caught my eye was how Clang recovers from unknown tokens. Instead of unhelpful error messages (like GCC), the Clang team chose to do something remarkable: they added a spell-checker to guess what you mean:
Software protection schemes annoy customers and don’t stop real pirates. Better to have a remarkable product and a story to spread.
So, it only took 2 days to hack the Apple iPad. Trusting DRM to work was unrealistic on Apple’s part. Even so, we in the B2B software business have our own blind spot when it comes to software protection.
Each of the software products I’ve worked on has included a protection system. Sometimes a hardware dongle, but more commonly software-based schemes linking the software licence to the customer’s hardware configuration.
We were scared customers wouldn’t pay if they didn’t have to. With licence fees starting at $10K for each developer seat, hundreds of thousands were at stake.
Tablets are increasingly around when customers spread your story, so it’s time to start thinking about tablet-compatible content.
The Apple iPad and other tablets open attractive new channels for storytelling. Increasingly be a tablet will be around when your customer spreads your story.
Unlike notebooks, tablets are easily and naturally shared by passing them back and forth. Ideal for ad-hoc demos in the pub!
Check your website looks good in both portrait and landscape at tablet resolutions (1024×768 for the iPad). Check you’re using supported file formats. The Apple iPad doesn’t support Adobe’s Flash, so you’ll need to re-encode videos in H.264 format.
Apple launches the iPad today, so time to share my Steve Jobs story. It’s about the nearest I’ll ever come to working with him!
The story’s set 20 years ago when I was building cross-platform application development tools. Our customer’s worldview was that their applications would be running for decades. They expected to move from one platform to another as technology changed. They wanted to build platform-independent apps.
Customers liked hearing what others were doing. One story was about a customer in Switzerland using a Unisys mainframe as a server. Nothing unusual there. What made them remarkable, however, was that their clients were NeXT workstations from Steve Jobs’ Next Computer, Inc. Back then this sounded (and was) an exotic combination.
Because millions of users associate WordPress with free, the VaultPress team wove their paid-only story into their beta sign-up form.
A post about VaultPress on Mike Davidson’s blog reminds us that weaving a story into software can be easy. VaultPress is from the great team behind WordPress and is a real-time backup service for self-hosted WordPress blogs.
Most WordPress products are freemium. VaultPress is paid-only: a high-end product for high-end users. Or: VaultPress is for people whose worldview leads them to expect to pay for backups. That covers me, and I don’t consider myself a high-end user!
WordPress is very visible company with millions of users. Many of these will notice VaultPress and take a look. Because most users associate WordPress with free, the VaultPress team wove their story into their beta sign-up:
In a famine of qualified prospects, you’ll try to grab anything that appears edible. Lack of a reliable sales process is corrosive.
When prospects are rare you’ll do everything to win. Development adds features. Marketing invents ROI justifications. Prospects are too precious to waste; you cannot risk letting even one get away. You do whatever it takes.
Lack of a shared worldview is an increasing problem as you grow. Special cases abound; exceptions appear. Everybody is paranoid about saying no.
To see how sticking to a clear understanding of your worldview changes everything, take a look at 37signals. They are a 20 person company selling web-based apps for small groups and individuals. With more than 3 million users, they are very profitable.
As Blaise Pascal (sort of) said: it takes longer to write a long post than a short one; ‘Writing is rewriting’ is so true.
Today I’m looking back on Story Complete’s first month. This is the 17th consecutive day I’ve posted. While at first I found the daily schedule difficult, I’m hoping practice makes perfect.
Written preparation is often the path to success, whereby the writing part is essential. My daily schedule forces me to click that scary WordPress publish button. On the other hand, sharing my thoughts in writing helps me clarify what I’m trying to say.
Identify returning users as VIPs: those most likely to spread your story. Treating everyone the same is easy, but they deserve better.
Existing users are more likely to recommend you than new one, so don’t treat everyone the same. Existing and new users have different expectations, even though they share a common worldview.
A chainsaw cannot change itself depending on whether a newbie or an experienced lumberjack picks it up. Your software is not a physical product. It’s easy to support multiple expectations from a single code base, just as you do with i18n and L10n.
The German tax system is complex (it’s said 80% of the world’s tax laws are in German). As a result, a large vertical niche of tax return software exists.
Forcing our code generation worldview on prospects just lead to heated arguments and late nights cranking out emergency fixes.
For many years I built, sold and supported application generators that generated platform-specific code from abstract problem statements. We generated Java, C++, C, SQL, HTML, COBOL, PL/I and many other languages.
Our worldview: generated code is efficient and works. Our ideal prospects shared our worldview. While they were often experts, they had no expectations about how the generated code should look. Just that it worked and that they were more productive.
Not all prospects shared this worldview. If someone said “I would not have written the (generated) code like that” we knew there would be trouble.
You can’t spread your own story, just create a fertile environment, weave your story, give it its freedom and wish it a world of luck.
Stories are your best chance of getting your message to the people you need to hear it. Even so, the right story told to the right people is no guarantee your story will spread. You need 5 ducks in a row to have a chance of spreading:
Physical products are tactile, but software is intangible, so how do you think your audience expects it should look, feel or even smell?
Your target audience has a story about how they expect your product will make them feel. Marketers and developers must work together and meet this expectation with consistent and genuine stories woven into your software.
Physical products are tactile; you can feel them in your hands, how they move, smell and taste. Software is intangible. Even so, how do you think your audience expects your software to feel? To look? To smell? How should it look on opening the box (installing)?
Software is easier to change than physical products. Good design splits function and presentation; weaving your story into your software will be easy. Or not.
The waterfall model for content creation is too slow. You need an agile process to create and ship your storytelling content.
To sell a product you must know what your target audience wants, not just what they need. Wants changes; worldviews are not static. Every message and conversation with peers has an impact, moving the story along.
The software business is quickly picking up qualities of the fashion industry. Both satisfy wants, not needs. Does anyone need designer sneakers? No. Do they want them? Yes!
Worrying about the slippery slope of fashion isn’t new. Windows 3.0 lead business users to want GUIs for their apps. They didn’t need a GUI for their B2B apps, but it was obvious they wanted one. They got what they wanted.
Future employers won’t need you, but they might want you. Your product is now your skills and the stories to go with them.
Many B2B developers are anonymous workers in a software factory, with little or no connection to customers. Perhaps they get a customer visit here, or a user conference there; but typically not much more.
As products become software and the stories to go with them, previously backstage developers have a new role. Your target audience cares who produces your software, where they are and how they do it. These all contribute to the stories customers tell themselves about how they expect your product to make them feel.
Audiences want to go backstage, meet developers and see how they work. But watch out: if you don’t live your story you’ll get caught.
Packaging and labelling carry much of the load for physical goods storytelling. You have it easier: your marketers and software developers can work together and weave your stories right into your software.
Who those developers are, where and how they work is part of your story. Your audience wants to peek backstage, just like developers love to watch insider videos of Google’s fancy offices.
Going backstage used to be expensive. Developers visited customers on-site, or prospects visited the labs. Both were one-offs and not reusable.
Epic stories don’t grow on trees; you must design, build and ship them. Success depends on shipping these spreadable software stories.
Software that meets a need (horizontal or vertical) is a commodity. There’s always a cheaper or quicker supplier out there somewhere. Being just a little cheaper, or just a little quicker, cannot work for you long-term.
Focus on your target audience’s wants, not needs. While companies have needs and wants, talking about wants means talking about people and their emotions.
We decide on what we want based on how we think we’ll feel. And not just B2C; B2B buyers are also telling themselves stories about how your product will make them feel.
We don’t see that facts are holding us back. Facts can come later; start with stories. Facts are forgettable but stories are spreadable.
I’ll bet you clearly remember stories first heard as a child. Our minds are storytelling machines, helping us remember information with exquisite fidelity.
In stark contrast: how many bullets can you remember from the most recent presentation you sat through? I’ll hazard a guess that it’s not many. Or any?
Stories are easy to remember and good stories survive by spreading. Epic stories have survived for thousands of years, and are going strong today.
Target people sharing a worldview, already paying attention to your domain. They notice newcomers; are you sure they’ll notice you?
We view the world differently based on our biases, assumptions, values and experience. Our worldview filters what we pay attention to; what we believe.
Our worldview underlies the story we tell ourselves about what’s happening. It drives the guessing machine we use to predict future events.
Your target audience is a cluster of people who share a worldview and who are paying attention to your domain. But, while they notice newcomers, will they notice you?
Talking with people paying attention and seeking you out is a lot more fun than continuously interrupting people who’ll ignore you!
Don’t waste your time interrupting people not paying attention. Instead, focus on those few special people who are paying attention.
Those few special people are discussing your domain on forums, blogs and newsgroups. Your first job is to find and join these continuing conversations.
Don’t barge in, interrupt and start selling; that’s the best way of ensuring they’ll ignore you. Instead, start by listening for a while before contributing.
Selling to developers who hate tools is a quick way to waste lots of money. We targeted the few whose worldview embraced tools.
As application tool vendors we convinced prospects with metrics and ROI. Adopting tools, we thought, was a no-brainer. Even so, selling to developers who didn’t want to use tools was difficult. Time and again developers successfully blocked tool adoption.
Our problem: their worldview didn’t include the idea tools are useful. Our solution: we focused on the 1 or 2 developers whose existing worldview did include a positive attitude towards tools.
Whether or not these developers had formal authority, we got our tool into their hands so they could reach their own conclusions. If they thought our tools worthy, they’d start spreading the word internally. Having someone who developers trust spread our story for us made all the difference.
Prospects pay attention if they hear about you from someone they already trust. The bad news: that person can never be you.
Prospects won’t hear your advertising message; they simply are not listening. However, if a miracle occurs and they stumble across your product, you have a credibility problem: you don’t have any!
Website cutting-edge? Brochures tip-top? 30-day free trial awesome? Great, but it doesn’t change the fact we simply don’t believe what vendors say. Don’t take this personally. It’s not you specifically; we’ve all learned the hard way not to trust what vendors say.
So, prospects ignore your advertising and assume what you say is untrue. How, then, can you reach out to prospects and win new customers? Simple: personal recommendation.
Doesn’t matter how clever your advertising is nobody will see it. Spending more money just isn’t going to help.
How many adverts do you recall from web sessions? What about magazines, newspapers and blogs? For most people the answer is: none at all.
Ignoring advertising is not some superpower unique to developers. We’ve all picked this up to avoid sensory overload as we make our way through life.
We’re exposed to thousands of advertising messages each day. Consciously ignoring each one would be too expensive. Instead, we’ve learned that subconsciously ignoring them is the only sane way to get through the day.
StoryComplete.com is a blog (now retired) for independent software vendors (ISVs) on marketing by storytelling. Andrew Biss wrote Story Complete to gain experience in blogging regularly.
The Story Complete blog is about helping ISVs sidelined by innovation and new players entering the game to acquire the new strategy and marketing skills they need to get back onto the field, re-enter the game and win.
This first post populates the RSS feed and allows the spiders from Google and other search engines to start indexing.
Hello and welcome to Story Complete, a blog to talk about storytelling as a way to help software companies build the skills they need to get off the sidelines, re-enter the game and win.
Not found what you’re looking for? Then try the Story Complete site map to explore by article title, category, tag, month and author.
38 articles by Andrew Biss
