Metrics That Matter: Bridging User Needs and Board Priorities for Business Success

1. Metrics That Matter: Bridging User
Needs and Board Priorities for
Business Success
by Pendo CPO
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5. Trisha Price, chief product officer of Pendo
Metrics that Matter
Bridging User Needs and Board
Priorities for Business Success

7. ROI

8. Today, product teams must
drive the business
Outputs
Build, deploy, and
celebrate
Outcomes
Solve business problems
and keep going

11. What’s the difference? Solving real customer pain
vs
Vitamin
Painkiller

12. Start with why

13. Who is the target audience?
What pain is it addressing?
(Is it a must have or nice to have?)
What is the desired outcome?
Increase revenue
Save costs
Mitigate risk
Make a business case
1
2
3

15. Get close to the customer
Jobs to be done Working backwards
Functional
Aspects
Emotional
Aspects
Social
Dimension
Personal
Dimension
Internal

16. Then validate and prioritize your ideas
Validate

17. You are what
you measure

18. CAC
LTV
Lagging vs. leading indicators
NRR
Gross Margin Profitability
Win Rate
Feature Retention
Product Usage
Stickiness
Feature Adoption Performance
Activation
Product Quality
Revenue
Conversion
vs
= ROI

19. Track quantitative metrics against your
operational goals
How much of my user
base is using my product
effectively?
How much of my user base is
high-frequency?
Is my product experiencing
strong regular growth and
virality?
Stickiness
Feature Adoption Product Usage

20. Measuring feelings

21. Watch your users in action

22. Turn data
into outcomes

23. Align your R&D investment
Start by planning your roadmap

24. Create a campaign

25. 1. Identify which features
increase retention
2. Create a smart list of
users to target
3. Take action to reach your
goal
1
2
3

26. Experiment against the goal

27. Track progress toward business outcomes

28. AI should help you
get ROI

29. How do I
incorporate AI in
my products?
How should I use
AI to be more
productive?

30. AI can provide an insight that was hard or
impossible to find on your own

31. It can also automate workflows to save you time.

32. It frees up product managers to deliver value

33. Three key strategies to get to ROI
Start with why and
get close to your
customer
Measure what
matters
Use data to drive
outcomes

35. Thank You

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