Dries Buytaert

Growing by fostering the right culture

Today is a special day at Acquia: customer service day. We grew so quickly that our support team often find themselves working until after midnight to meet customer demands. Everybody in the company, from sales to engineering, including myself, will be helping in support today. Talking to customers, helping them where we can to make sure they are successful with Drupal.

With products like Acquia Hosting, Acquia Search and Drupal Gardens, Acquia is very much a technology start-up. And yet, when we launched the company, the first thing we focused on was building our support organization and releasing a support product, rather than building technology products like Acquia Hosting, Acquia Search or Drupal Gardens. There are a number of reasons for that, but one of them is that we wanted support to be a core part of Acquia's DNA. Support is crucial for everything we do; from supporting Drupal sites that are hosted outside of Acquia, to supporting customers that are hosted on Drupal Gardens or Acquia Hosting. And it is working. Our support business is our main source of revenue, and it has taken off better than expected.

Tom and myself very much want to grow Acquia through a customer-focused culture. It is a lesson that I've learned through Drupal, and a lesson that Tom brings from previous experience. There is a lot of power in fostering the right culture. It manifest itself in the Drupal community. The culture of Drupal is at the heart of why Drupal is winning. It is why so many of us can be fanatical about making Drupal better, and it leads to a lot of word of mouth marketing and recommendations. If you are serious about building something big and changing the game, you better get the culture of the team right. Culture enables passion, and passion can even make the impossible, possible.

So today we have an all-company customer service day at Acquia because we grew so quickly, but also because we want our whole team to be absolutely committed to making our customers successful with Drupal. And in doing so, we build the right culture — a culture that is built on supporting the customer.

— Dries Buytaert