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Trisha Price

AMA: Pendo Chief Product Officer, Trisha Price on Product Management KPI's

November 13, 2024 @ 9:00AM PT

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  1. How would you change a product team/organization to be more KPI driven?

    Trisha Price
    Trisha Price

    Pendo Chief Product Officer • 1y

    KPIs need to be relatable to the team and part of your product and company cadence. They also need to tie to the company goals. I like to utilize yearly and quarterly planning for the company as the start of the product team cadence and then spend time with the product team to ensure we measure what matters. For example, if you are trying to drive growth - map out new product launches and tie the KPIs to the launch. If you are trying to reduce costs, tie your KPIs to reduction of support tickets ...Read More

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  2. how do you think about measuring business impact when your products aren't directly monetized?

    Trisha Price
    Trisha Price

    Pendo Chief Product Officer • 1y

    This depends on where the product is in its lifecycle, but in general, product usage (growth of number of users, breadth of features used, and frequency of usage) are great indicators of product success. There are also other metrics you can measure to determine if a customer is getting value from your product - one example is if they are sharing results from your product or inviting others to the product. This is indicative of value and an interesting metric.

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  3. Have you leveraged Gen AI to communicate and report on things internally to stakeholders? What has been the most valuable artifact that AI has helped you create?

    Trisha Price
    Trisha Price

    Pendo Chief Product Officer • 1y

    There are so many great tools out there! We recently used NotebookLM to create a "podcast" style update for a product strategy. It was a lot of fun and worked well. We provided several documents to the tool and it was able to quickly create an engaging podcast for the rest of the company. We also use LLMs in Pendo to summarize customer feedback to support our product prioritization. I utilized Zelta.ai to understand trends in support tickets and what customers were saying in sales calls, and it ...Read More

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  4. How do you foster a culture where both product people and engineers feel a sense of accountability to delivering features, without focusing on the negative if we do not deliver?

    Trisha Price
    Trisha Price

    Pendo Chief Product Officer • 1y

    It is important to focus on outcomes, not only shipping features. We can deliver features and not deliver outcomes, so in terms of KPIs, I tend to focus on ARR, or beta sign-ups, or customer usage of what we ship. Getting teams to rally around major milestones (like a conference where we launch a new product) works well and gets teams excited to deliver to a date. Creating visable, shared dashboards where we monitor and celebrate these outcomes (KPIs) helps drive positive behaviors. When we miss ...Read More

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  5. What do you report on to build early internal confidence with the product strategy? And how often do you report on this?

    Trisha Price
    Trisha Price

    Pendo Chief Product Officer • 1y

    Product strategy is broad, so I like to break this down into pieces. At Pendo, at least twice a year the product leadership team completes a written update of the strategy, investment allocation suggestions, and goals for the year to the C Suite. This typically involves a few options, where the C suite weighs in with their thoughts as well. At our Company Kick Off, we provide the entire company with an update of the product strategy and vision, and the output gets incorporated into sales materia ...Read More

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