Proven Strategies to Accelerate Growth with Intercom CEO, Karen Peacock

Summary

average not useful, eg. jeff beeps walks into bar with 100 customer, average net worth a billion
race car driver, you need to accelerate at apex of curve, not at the end, lose too much momentum
- how to watch out for curves
  - gross revenue retention and net revenue retention
  - retention health help you find curves in the road
divide retention health by segments, products, usages, etc
watch what your customers do vs say #star
- eg.
  - quick books, customers said they wanted budgeting but didn’t use it when ship
  - they don’t have time
  - watch behavior, they get overwhelmed trying to match outstanding receipts
  - build a task management solution instead
fall in love with problem, not the solution #star
pricing: align price with value delivered
- more value should be more price
pyramid to pricing
- 1: what drives value, pricing metric
- 2: packaging, turn what you build to what you sell, what customer segment are you selling to
- 3: price, align price to value by customer segment

design end to end customer experience
- eg. if your friend had this experience, would you be happy about it?
start with the customer
- what is your promise to them?
- how do they realize value?
- how do they become successful?