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Product Led Growth Strategy
Mickey Alon, CTO & Founder – Gainsight PX
About Me
2
• CTO and Founder of Gainsight PX (Aptrinsic) - A Product Growth
Platform
• CEO & Co-founder of InsightEra (Marketo RTP), GVP at Marketo
• Co-Author of “Mastering Product Experience”
THE GTM
EVOLUTION
• Sales Led: high ACV, high touch, limited growth
velocity
• Marketing Led: lower ACV high-med touch,
scaling efficiency
• Product Led: low touch/tech touch, ultimate
growth efficiently, competitive advantage.
Incremental ACV
3
MARKETING LED GROWTH
• Scaling using marketing automation,
focused on top-of-funnel to MQL for
increased sales efficiency
• Marketing & sales owns customer
acquisition and growth metrics
• Handoff from marketing to sales
using buyer intent and from sales to
success – less customer experience
focused
4
Sales driven buying
experience

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The document discusses product-led growth (PLG) as a business model where the product is designed to acquire, engage, and retain customers through a freemium model. It defines PLG in terms of acquisition, retention, and monetization across product, marketing, and sales. Key learnings include that net new product-led acquisition is rare; having a free version can unlock acquisition; metrics will need to evolve; the product rarely goes alone; and using product signals can help uncover customer needs for monetization through product-led sales.

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HubSpot go-to-market strategy
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HubSpot is an all-in-one inbound marketing software company that helps 8,000 companies attract leads and convert them into customers. It has 400 employees, is growing over 80% annually with over $50 million in revenue in 2012. HubSpot's monthly marketing funnel shows that over 1.2 million visitors generate 60,000 leads and 15,000 marketing-qualified leads, with 70% of deals originating from marketing and 75% of leads being inbound. HubSpot's marketing team is divided into top, middle and bottom of funnel teams, and product marketing and brand teams.

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Startup go to market strategy
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A concept for how a startup should build traction from day one and not wait for the minimal viable product to be ready.

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PRODUCT LED GROWTH
• Scaling by providing access to the
product earlier in the buying cycle for
increased sales efficiency
• Product teams increasingly more
responsible for customer acquisition
and growth metrics
• Customer experience delivered by
the product throughout the customer
lifecycle, (Awareness -> PQLs)
5
Consumer grade buying
experience
Why Now?
6
Consumerization of customer expectations,
experience counts
Economics behind fast growth – it’s a
competitive advantage
Proliferation of SaaS vendors and low
switching cost
The TAM is constantly growing – sales,
marketing & success need to scale.
Shorter cycles to launch new features,
experiment & learn = faster innovation
Growth
Case Study
7
[Case Study] Slack – Exceptional Product Launch
• Delivering better communication experience for
companies
• Great product experience
• Strong messaging / PR: “Email Killer”
• Strong execution of online content, videos,
podcast to target different buying stages
• Iterative, data driven, growth process
8

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Main takeaways: -What are mental models? -Understand the different types of mental models that are relevant for product roles -How to incorporate mental models to help with problem solving and make better/ faster decisions

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Go-To-Market Fundamentals - Mark Walker
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Success in the Cloud requires 3 things: 1) A Compelling Value Proposition 2) Creating Competitive Separation 3) Strategy vs Execution. Making it happen requires execution

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[Case Study] Slack – Exceptional Outcome
• Record high usage 8 million DAU (free & paid)
• Having the highest conversion rate (30%) among
B2B freemium software products
• Being used by 43% of Fortune 100 companies as
well as reaching corner markets
• Reported valuation of $7.1 billion (08/2018)
9
[Case Study] Slack – Product Strategy
• PLG: Using features & usage as primary drivers of
customer acquisition, retention and expansion
• Transparent pricing – freemium, no upfront
commitment, differentiated by premium features
• Viral - Slack is used as part of the daily routine. Easy
to onboard new users.
• Frictionless onboarding: ungated and quick time to
value
• Sticky: adds value over time and hard to replace
with enterprise grade ecosystem.
10
LONG TERM PRODUCT STRATEGY IMPACT
• Tech touch/low touch
• Usage driven upsell
• Multi-product expansion
• Transparent pricing
11
$7.75B $4.7B $871mm
• Medium touch/demo
• Usage driven upsell
• Multi-product expansion
• Gated Pricing
• High touch
• Enterprise sales
• Single product
• Gated Pricing
*First mover, enterprise focus,
strong branding, highly complex
product
*SMB focus moving up-market,
strong branding, simpler product,
advanced features
*SMB focus moving up-market,
strong branding,
simple/modern UX product
Product Led Growth Strategy

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The document discusses how to determine the right product metrics by focusing on outcomes rather than outputs. It recommends setting a North Star Metric to align the team and measure overall product growth. Feature metrics should support the North Star Metric. OKRs and KPIs can provide goals and feedback to track progress towards objectives. Proxy, counter, and leading/lagging indicators can also be used to balance metrics and point to future success or friction. The key is to not just measure but communicate the value of metrics and celebrate wins.

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Prioritization Method for Every Case by fmr Atlassian Principal PM
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This document discusses prioritization methods for product management. It provides examples of prioritizing features for a restaurant website, online furniture store, and kitchen remodeling project. For each case, it assigns the features to different prioritization buckets like "must-have" and "could-have". It also discusses challenges with prioritization like lack of data and stakeholder alignment. The document recommends using an importance vs difficulty matrix method which allows for group discussion to better understand priorities and reduce risks when data is limited. It emphasizes that the goal of prioritization is understanding and alignment rather than using a single method.

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B2B ENTERPRISE SAAS UNICORN
13
7 Principles for
Product-Led Growth Strategy
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Define the North
Star Metric
15
Measure the success of your product by the
value it provides to your users
#1
#2 Accelerate time to value
• Understand & Optimize the first mile
of product towards the moment of
value experienced by the user [Initial
Value]
• Identify challenges and improve the
usability and discoverability for core
features.
• Prioritize product roadmap to
support exceptional product
experience – demo/trial/onboarding

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Traditional software organizations have spent the last decade+ adding sales headcount as revenue targets increase, fine-tuning cold calling strategies, and pushing reps "always be closing." But, it’s time to face the harsh reality: the future of a successful go-to-market strategy is product-led. In fact, the most successful IPOs and fastest growing private companies of the past five years all orient themselves around a cost-efficient product-led go-to-market. You have the opportunity to get ahead of the curve and change your sales motion, but only if you commit now to building a product-first organization. In this session, Devon will discuss: - How to adapt your organization to a product-first model - Optimize conversion through stronger prospect engagement with a focus on customer success - Lead your organization internally to make the shift to Product Qualified Leads - Redirect spend and maximize output

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#3 On Boarding Experience
• Master The First Interaction: set user expectations as they
onboard to your product, engage & guide users consistently
to the first moment of value
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desired outcome as part of onboarding.
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and what they do
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The TRUST framework
• Timely: trigger engagements based on what they do, be contextual. Guide and
feedbacks should be tied to a desired action performed.
• Relevant: trigger engagements based on who they are, address different roles
and desired outcome with different product journeys
• Useful: help users learn something new, reduce time to value.
• Straightforward: be clear and concise - “Verbosity is the enemy”.
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uplift, iterate and experiment.
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#5 Focus On Product Adoption
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growth and advocacy
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experience
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The Cross Functional
Team Effort#7
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demonstrated buying intent based on product interest, usage,
and behavioral data.
• PQLs provide a more accurate method of tracking customer
journeys from signup to x-sell/upsell.
• PQL is a key metric for companies that’s transitioning to a tech
touch / product-led GTM strategy.
Sales
• Show me vs Tell me – using the product to demonstrate value
• Product oriented sales team – where the buyer tends to be in
control of the process
• Using usage and features as levers
• Land & expand strategy, incremental spend
• Strong understanding of the competitive landscape
Success
• Scaling Onboarding through the product
• Focused on outcome and expansion
• Drive Adoption Plays
Product
• Product road-mapping is shifting from feature-
centric to outcome and growth driven
• Drive cross functional alignment around growth
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Thank You!
Mickey Alon, CTO & Founder – Gainsight PX

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Product Led Growth Strategy

  • 1. Product Led Growth Strategy Mickey Alon, CTO & Founder – Gainsight PX
  • 2. About Me 2 • CTO and Founder of Gainsight PX (Aptrinsic) - A Product Growth Platform • CEO & Co-founder of InsightEra (Marketo RTP), GVP at Marketo • Co-Author of “Mastering Product Experience”
  • 3. THE GTM EVOLUTION • Sales Led: high ACV, high touch, limited growth velocity • Marketing Led: lower ACV high-med touch, scaling efficiency • Product Led: low touch/tech touch, ultimate growth efficiently, competitive advantage. Incremental ACV 3
  • 4. MARKETING LED GROWTH • Scaling using marketing automation, focused on top-of-funnel to MQL for increased sales efficiency • Marketing & sales owns customer acquisition and growth metrics • Handoff from marketing to sales using buyer intent and from sales to success – less customer experience focused 4 Sales driven buying experience
  • 5. PRODUCT LED GROWTH • Scaling by providing access to the product earlier in the buying cycle for increased sales efficiency • Product teams increasingly more responsible for customer acquisition and growth metrics • Customer experience delivered by the product throughout the customer lifecycle, (Awareness -> PQLs) 5 Consumer grade buying experience
  • 6. Why Now? 6 Consumerization of customer expectations, experience counts Economics behind fast growth – it’s a competitive advantage Proliferation of SaaS vendors and low switching cost The TAM is constantly growing – sales, marketing & success need to scale. Shorter cycles to launch new features, experiment & learn = faster innovation
  • 8. [Case Study] Slack – Exceptional Product Launch • Delivering better communication experience for companies • Great product experience • Strong messaging / PR: “Email Killer” • Strong execution of online content, videos, podcast to target different buying stages • Iterative, data driven, growth process 8
  • 9. [Case Study] Slack – Exceptional Outcome • Record high usage 8 million DAU (free & paid) • Having the highest conversion rate (30%) among B2B freemium software products • Being used by 43% of Fortune 100 companies as well as reaching corner markets • Reported valuation of $7.1 billion (08/2018) 9
  • 10. [Case Study] Slack – Product Strategy • PLG: Using features & usage as primary drivers of customer acquisition, retention and expansion • Transparent pricing – freemium, no upfront commitment, differentiated by premium features • Viral - Slack is used as part of the daily routine. Easy to onboard new users. • Frictionless onboarding: ungated and quick time to value • Sticky: adds value over time and hard to replace with enterprise grade ecosystem. 10
  • 11. LONG TERM PRODUCT STRATEGY IMPACT • Tech touch/low touch • Usage driven upsell • Multi-product expansion • Transparent pricing 11 $7.75B $4.7B $871mm • Medium touch/demo • Usage driven upsell • Multi-product expansion • Gated Pricing • High touch • Enterprise sales • Single product • Gated Pricing *First mover, enterprise focus, strong branding, highly complex product *SMB focus moving up-market, strong branding, simpler product, advanced features *SMB focus moving up-market, strong branding, simple/modern UX product
  • 13. B2B ENTERPRISE SAAS UNICORN 13
  • 14. 7 Principles for Product-Led Growth Strategy 14
  • 15. Define the North Star Metric 15 Measure the success of your product by the value it provides to your users #1
  • 16. #2 Accelerate time to value • Understand & Optimize the first mile of product towards the moment of value experienced by the user [Initial Value] • Identify challenges and improve the usability and discoverability for core features. • Prioritize product roadmap to support exceptional product experience – demo/trial/onboarding
  • 17. 17 #3 On Boarding Experience • Master The First Interaction: set user expectations as they onboard to your product, engage & guide users consistently to the first moment of value • Capture the desired outcome: understand the customer’s desired outcome as part of onboarding. • Nurture track: map the user journey and nurture with best practices / webinars / community
  • 18. 18
  • 19. #4 Feature Activation • Raise feature awareness through outbound/inbound efforts • Promote in-context based on who they are and what they do • Increase discoverability using shortcuts or in-app engagement
  • 22. The TRUST framework • Timely: trigger engagements based on what they do, be contextual. Guide and feedbacks should be tied to a desired action performed. • Relevant: trigger engagements based on who they are, address different roles and desired outcome with different product journeys • Useful: help users learn something new, reduce time to value. • Straightforward: be clear and concise - “Verbosity is the enemy”. • Track results: validate your hypothesis, measure the impact on feature usage uplift, iterate and experiment. 22
  • 23. #5 Focus On Product Adoption • Adoption is the best cure for retention, helps drive sustainable growth and advocacy • Understand product market fit (PMF) & go-to-market fit (GMF) • Tie usage to retention analysis of the different cohorts
  • 24. Avoid The Product Death Cycle 24 https://brianbalfour.com/landing/p-100m-frameworks
  • 26. #6 Closed Loop Feedback • Capture user feedback to connect directly with end users rather than extracting feedback from multiple layers. • Stay close to users and close the loop instantly using tools like Slack/Calendly. • Capture the desired outcome (survey) as part of the on-boarding experience • Targeted NPS driven by usage • Feature/release rating
  • 28. Marketing Focus • Product Launch & positioning • Driving trials/demos • SEO & Paid media channels • Social/Podcast/G2Crowed • Product oriented PR and thought leadership
  • 29. MQL to PQL • Product-qualified lead represents a lead that signed up and demonstrated buying intent based on product interest, usage, and behavioral data. • PQLs provide a more accurate method of tracking customer journeys from signup to x-sell/upsell. • PQL is a key metric for companies that’s transitioning to a tech touch / product-led GTM strategy.
  • 30. Sales • Show me vs Tell me – using the product to demonstrate value • Product oriented sales team – where the buyer tends to be in control of the process • Using usage and features as levers • Land & expand strategy, incremental spend • Strong understanding of the competitive landscape
  • 31. Success • Scaling Onboarding through the product • Focused on outcome and expansion • Drive Adoption Plays
  • 32. Product • Product road-mapping is shifting from feature- centric to outcome and growth driven • Drive cross functional alignment around growth • Prioritizing usability enhancements to drive adoption
  • 33. Thank You! Mickey Alon, CTO & Founder – Gainsight PX

Editor's Notes

  1. Marketo was one of the leaders around marketing led GTM We built new products and launched them to market AND in that process I came to realize that some companies are using a more effective GTM, leading with their product.
  2. Sales led: classic enterprise sales, human driven, pitch deck, higher ACV, longer decision to buy Marketing led: enabled scaling by using the digital channels, nurturing leads until they are ready to buy Product led: is the emerging GTM which is about using your product as the most effective GTM tool
  3. Scaling using marketing automation, focused on top-of-funnel to MQL for increased sales efficiency Marketing & sales owns customer acquisition and growth metrics Handoff from marketing to sales using buyer intent and from sales to success – less customer experience focused
  4. Scaling by providing access to the product earlier in the buying cycle via demo, trials or freemium for increased sales efficiency Product teams increasingly more responsible for customer acquisition and growth metrics Customer experience delivered by the product throughout the customer lifecycle, (Awareness -> PQLs)
  5. Consumerization of customer expectations, experience counts – I will advocate or be less tolarent Economics behind fast growth – it’s a competitive advantage Proliferation of SaaS vendors and low switching cost The TAM is constantly growing – sales, marketing & success need to scale. Shorter cycles to launch new features, experiment & learn = faster innovation
  6. Delivering better communication experience for companies Great product experience Strong messaging / PR: “Email Killer” Strong execution of online content, videos, podcast to target different buying stages Iterative, data driven, growth process
  7. Record high usage 8 million DAU (free & paid) Having the highest conversion rate (30%) among B2B freemium software products Being used by 43% of Fortune 100 companies as well as reaching corner markets Reported valuation of $7.1 billion (08/2018)
  8. PLG: Using features & usage as primary drivers of customer acquisition, retention and expansion Transparent pricing – freemium, no upfront commitment, differentiated by premium features Viral - Slack is used as part of the daily routine. Easy to onboard new users. Frictionless onboarding: ungated and quick time to value Sticky: adds value over time and hard to replace with enterprise grade ecosystem.
  9. Eloqua was the 800 pound gorilla, the first mover! Hubspot adopted the low-touch/tech touch model and multi-product early.
  10. There are many great examples of the new generation of companies Consumer grade product with Enterprise grade ecosystem Weather you’re sales-led, marketing-led or product led – the moment your customer starts using your product is the moment the rubber meets the road.
  11. The North Star metric is the one that shows the true success of your product. A good North Star metric is driven by the value your product provides to your users. Focus everyone on moving it – product, marketing, sales, success This metric differs from business to business. Uber might focus on the number of drivers hired and the number of rides given, whereas an operational app like SFDC might measure Daily Active Users (DAU)/Monthly Active Users (MAU) focusing on retention and expansion. Then again, a fast-growing startup will usually focus on New Users (i.e., customer acquisition). In most cases, the North Star metric is a combination of user behavior correlated with core feature usage and business results.
  12. Understand & Optimize the first mile of product towards the moment of value experienced by the user [Initial Value] Identify challenges and improve the usability and discoverability for core features. Prioritize product roadmap to support exceptional product experience – demo/trial/onboarding
  13. Master The First Interaction: set user expectations as they onboard to your product, engage & guide users consistently to the first moment of value Capture the desired outcome: understand the customer’s desired outcome as part of onboarding. Nurture track: map the user journey and nurture with best practices / webinars / community
  14. Great example of setting expectations is part of the onboarding flow Engaging users in a consistent way
  15. Raise feature awareness through outbound/inbound efforts Promote in-context based on who they are and what they do Increase discoverability using shortcuts or in-app engagement
  16. Zoom provides a great example of applying product experience as diffrent
  17. When building in-app engagements at Gainsight, we’ve developed the TRUST framework as guidelines.
  18. Adoption is the best cure for retention, helps drive sustainable growth and advocacy Understand product market fit (PMF) & go-to-market fit (GMF) Tie usage to retention analysis of different cohorts
  19. Add New Features: Team adds new exciting product features. Launch: Features are launched with some press. Spike: A short term spike in growth occurs.  Growth Flattens: Within weeks the growth flattens off. (repeat) Add New Features: Team ends up back where they started, adding new features to get another spike. 
  20. Know how well your product retains its users Measure product market fit and avoid leaky bucket Measure release impact on retention Discover account of user profile of your growth cohorts Discover your golden features
  21. Adoption is the best cure for retention, helps drive sustainable growth and advocacy Understand product market fit (PMF) & go-to-market fit (GMF) Tie usage to retention of different cohorts Know how well your product retains its users Measure product market fit and avoid leaky bucket Measure release impact on retention Discover account of user profile of your growth cohorts Discover your golden features
  22. Product Launch & positioning Driving trials/demos SEO & Paid media channels Social/Podcast/G2Crowed Product oriented PR and thought leadership
  23. Product-qualified lead represents a lead that signed up and demonstrated buying intent based on product interest, usage, and behavioral data. PQLs provide a more accurate method of tracking customer journeys from signup to x-sell/upsell. PQL is a key metric for companies that’s transitioning to a tech touch / product-led GTM strategy.
  24. Show me vs Tell me – using the product to demonstrate value Product oriented sales team – where the buyer tends to be in control of the process Using usage and features as levers Land & expand strategy, incremental spend Strong understanding of the competitive landscape
  25. Scaling Onboarding through the product Focused on outcome and expansion Drive Adoption Plays
  26. Leading product teams are moving from feature-centric to a more outcome-driven approach. Instead of tracking vanity metrics, like how many features a product team has shipped to focusing on driving customer value, measured by outcomes and longer term  metric like customer lifetime value (CLTV). Product road-mapping is shifting from feature-centric to outcome and growth driven Drive cross functional alignment around growth Prioritizing usability enhancements to drive adoption Data driven decisions tying bookings & revenue to product investments