Anand Arivukkarasu ⚡️

Stakeholder management tools like Stakeholder Maps, Circle, Borealis, and Smaply enable inclusive dialogue, ensuring diverse perspectives are considered, particularly from those most impacted by the product. By facilitating transparent communication and feedback loops, these tools help identify and prioritize social and ethical considerations, aligning product development with broader societal values. This approach not only enhances accountability but also fosters a deeper understanding of the social footprint of the product, leading to more informed and responsible decision-making throughout the product lifecycle.

I recognize the widespread use of Net Promoter Score (NPS) as a tool for gauging customer satisfaction and loyalty. However, there are several reasons why relying solely on NPS can be misleading or insufficient for truly understanding customers in a SaaS context: 1. Lack of Specificity 2. Not a Predictor of Growth 3. Cultural Bias in Responses 4. Overemphasis on Promoters and Detractors 5. Temporal Limitations 6. Lack of Actionable Insights 7. Potential for Misinterpretation 8. Customer Silence Issue

Why Churn Rate is Key: Revenue Impact: Direct Impact on Revenue: Churn rate directly affects the company's recurring revenue. In a SaaS model, where businesses rely on subscription-based income, losing customers means losing the very foundation of the revenue stream. Customer Lifetime Value (CLV): High churn rates significantly reduce the Customer Lifetime Value, a key metric in assessing the long-term financial health of a SaaS company Market Perception and Product Value:A high churn rate often signals that the product is not meeting customer needs or expectations, which can be due to various factors like inadequate features, poor user experience, or ineffective customer support.

User engagement varies in 3 dimensions - length (time dimension), depth (depth of value) and frequency (how often the product is used), understanding all these dimension and thinking about automation and productivity at the same time is key for identifying right user metrics for engagement.

Watch my detailed presentation here on the key SaaS metrics that every PM should care about - https://www.youtube.com/watch?v=iTf2-pIrzsM&ab_channel=ProductSchool

Emotional Intelligence: Acknowledge the emotional aspect of sunsetting a product. The product manager may have a strong attachment to the product. Learning Opportunity: Frame it as a learning opportunity. Discuss what went well with the product and what could have been done differently. Focus on the Future: Help the product manager to see the bigger picture and how their skills and experiences can contribute to new projects.