Comments on: Customer Satisfaction http://ocvcblog.com/2007/12/10/customer-satisfaction/% Just a VC in The OC thinking out loud Sun, 05 Feb 2012 06:41:14 +0000 http://wordpress.org/?v=2.2.2 By: Ryan http://ocvcblog.com/2007/12/10/customer-satisfaction/%#comment-162 Ryan Wed, 12 Dec 2007 06:31:21 +0000 http://ocvcblog.com/2007/12/10/customer-satisfaction/%#comment-162 I think your approach is sound. As is the case for almost any business, you have to focus on the party who pay the bills, which in your case is the investor. Although your portfolio companies will need attention, at some point, they have a responsibility to self-execute, and if its not happening, there may be an operational capability gap within the start-up that needs addressing. My experience with a company in a somewhat similarly structured industry is that you cannot focus too much on the clients (investors) needs. Although a superior client focus it won't substitute for ROI, it goes a long way to enhancing relationships that will outlive the partnership. I think your approach is sound. As is the case for almost any business, you have to focus on the party who pay the bills, which in your case is the investor. Although your portfolio companies will need attention, at some point, they have a responsibility to self-execute, and if its not happening, there may be an operational capability gap within the start-up that needs addressing.

My experience with a company in a somewhat similarly structured industry is that you cannot focus too much on the clients (investors) needs. Although a superior client focus it won’t substitute for ROI, it goes a long way to enhancing relationships that will outlive the partnership.

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