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Metrics That Matter: Bridging User
Needs and Board Priorities for
Business Success
by Pendo CPO
productschool.com
Level Up Your Team’s
Product Management Skills
Product Manager
Certification™
Product Leader
Certification™
Companies We Train
Product Marketing Manager
Certification™
Team Training
Level Up Your Team’s
Product Management Skills
productschool.com
Resources
Free Product Management Resources
Events Courses Podcasts
Newsletters Communities eBooks and
Reports
productschool.com/resources
Trisha Price, chief product officer of Pendo
Metrics that Matter
Bridging User Needs and Board
Priorities for Business Success
ROI
Today, product teams must
drive the business
Outputs
Build, deploy, and
celebrate
Outcomes
Solve business problems
and keep going
What’s the difference? Solving real customer pain
vs
Vitamin
Painkiller
Start with why
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
Get close to the customer
Jobs to be done Working backwards
Functional
Aspects
Emotional
Aspects
Social
Dimension
Personal
Dimension
Internal
Then validate and prioritize your ideas
Validate
You are what
you measure
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
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
Measuring feelings
Watch your users in action
Turn data
into outcomes
Align your R&D investment
Start by planning your roadmap
Create a campaign
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
Experiment against the goal
Track progress toward business outcomes
AI should help you
get ROI
How do I
incorporate AI in
my products?
How should I use
AI to be more
productive?
AI can provide an insight that was hard or
impossible to find on your own
It can also automate workflows to save you time.
It frees up product managers to deliver value
Three key strategies to get to ROI
Start with why and
get close to your
customer
Measure what
matters
Use data to drive
outcomes
Thank You
Part-time Product Management
Training Courses
and Team Training
productschool.com

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