You can tell I’m a bit wary of the word strategy because it can be mistaken for marching orders from executives, versus listening to customers. At Twilio, I often say “our strategy is simple: build things our customers want for which they’ll pay us.” Obviously we have long-term plans for the business, but I don’t want teams to confuse our company’s goals for serving our customers. The only way we can bring our corporate plans to life is by serving customers.
