Possibly the most important thing you do is actually edit the team.

Your goal over time is to use less red ink every day.

I think you must have your own office. I don't believe ever in shared office spaces.

So that's your job too, to clarify and simplify for everybody on your team. The more you simplify the better people will perform.

Don't accept the excuse of complexity. A lot of people will tell you, this is too challenging, this is too complicated, yeah well I know other people simplify but that's not for me, this is a complicated business. They're wrong. You can change the world in 140 characters.

The key metric of whether you've succeeded is what fraction of your employees use that dashboard everyday.

Treat customer support as a product.