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Sailaja Kalle

AMA: Gainsight Director, Product Management, Sailaja Kalle on Product Management KPI's

January 10, 2024 @ 10:00AM PT

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  1. What are some of the *worst* KPIs for Product Managers to commit to achieving?

    Sailaja Kalle
    Sailaja Kalle

    Gainsight Director, Product Management • 2y

    There can be 2 sets of KPIs that can be "worst" metrics.

    1. The set that we cannot commit to.

    2. The set that we can commit , track tasks completed but dont measure outcomes.

    We need KPIs that cover the whole ground - Product and how customers are receiving the product and Financial goals of the Organisation.

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  2. Setting KPIs can often feel arbitrary, especially when entering new markets. How do you get past this uncertainty to set realistic goals?

    Sailaja Kalle
    Sailaja Kalle

    Gainsight Director, Product Management • 2y

    KPIs can help identify that in a new market whether we have got the right product fit. This alone will allow to define the right metrics. The key goals could be Acquisition – how well are you getting customers to your site or app? Activation – are your customers having a great ‘first run’ experience? Retention – how often are your customers coming back? Referral – are they telling others about your product? Revenue – are they paying for your service? Identify the right KPIs that can give data to ...Read More

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  3. How do you coordinate and work cross functionally with the product marketing team to create commonly shared KPIs?

    Sailaja Kalle
    Sailaja Kalle

    Gainsight Director, Product Management • 2y

    A seamless way to created Shared KPIs would be to blend and work together on building features. While defining say a PRD, work with Product Marketing team to create a 1 pager on how to market the feature and why it is important to build the feature. This ensures, we have buy in from both teams - one who wants to build a feature and also on one who ultimately is responsible for marketing the feature that the right problems are picked and being addressed by the teams. This also allows for the team ...Read More

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  4. How do you measure the performance of the product team, considering only product managers, group product managers and product head?

    Some companies go through challenges such as excessive bugs, refactoring, in many cases we have the company pursuing the delivery of short-term projects and sometimes the product team is the driver. Do you believe it is possible to demand performance from a product team based on individual delivery?

    Sailaja Kalle
    Sailaja Kalle

    Gainsight Director, Product Management • 2y

    An ideal Product team would be the one which is aligned and transparent to larger organisation in terms of where they are, where they are going and how they plan to go there. The team is complementary to one another, have great e people skills, have the right process and one that challenges assumptions. Being customer centric and vision alignment to Organization goals is something that this team needs to get right Empowering the team and identifying how well the team manages their Financial KPIS ...Read More

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  5. What's your process for figuring out what metrics to hold product management accountable for?

    Sailaja Kalle
    Sailaja Kalle

    Gainsight Director, Product Management • 2y

    Once we choose a team that defines the path to the success of the team - its important to identofy metrics by groups of Financial KPIs, Product KPIs and Customer Satisfaction KPIs. Each product has its own set or group of metrics that are relevant. The idea is to choose metrics to help improve the Product , help drive decisions.

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  6. I'm working at a start-up, and a first PM hire; what KPIs should I own and not own?

    Sailaja Kalle
    Sailaja Kalle

    Gainsight Director, Product Management • 2y

    In a startup, PMs have additional responsibility in ensuring success of the product and customers. My suggestion would be to focus on customer satisfaction, success/retention and support satisfaction.

    KPIs like

    1. Active users

    2. MRR

    3. ARR

    4. Speed to resolution on Support ticket and its Life cycle KPIs

    5. Customer Acquisition cost

    These parameters will help give the teams to take data driven decisions crucial for navigating a startup to success

    375 Views
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