65. Product Usage as a Vanity Metric w/ Chris Hicken

<p><span style="font-weight: 400;">Product usage is a vanity metric.</span></p> <p> </p> <p><span style="font-weight: 400;">Actually, product usage is just one of 15 factors that companies should use to build a picture of their organization’s health. These belong in four “buckets” that show what to track instead to create a risk profile for each account (likelihood to renew or churn).</span></p> <p> </p> <p><span style="font-weight: 400;">In this episode, I interview</span> <a href= "https://www.linkedin.com/in/chrishicken/"><span style= "font-weight: 400;">Chris Hicken</span></a><span style= "font-weight: 400;">, cofounder and CEO at</span> <a href= "https://www.nuffsaid.com/"><span style= "font-weight: 400;">‘nuffsaid</span></a><span style= "font-weight: 400;">, about what tracking product usage is (and isn’t) good for.</span></p> <p> </p> <p><span style="font-weight: 400;">What we talked about:</span></p> <p> </p> <p><span style="font-weight: 400;">- 4 main buckets: Customer Maturity, The Product, The Experience, The Pricing</span></p> <p> </p> <p><span style="font-weight: 400;">- Why the CS leader should own more go-to-market strategy in the future</span></p> <p> </p> <p><span style="font-weight: 400;">- Considerations for product-led growth, sales-led growth, and marketing-led growth</span></p> <p> </p> <p><span style="font-weight: 400;">- Why free and freemium may not be a good fit</span></p> <p> </p> <p><span style="font-weight: 400;">- Considerations for going up market from SMB to Enterprise</span></p> <p> </p> <p><span style="font-weight: 400;">Subscribe, listen, and rate/review the Customer Experience Podcast on</span> <a href= "https://itunes.apple.com/us/podcast/the-customer-experience-podcast/id1453581989"> <span style="font-weight: 400;">Apple Podcasts</span></a><span style="font-weight: 400;">,</span> <a href="https://open.spotify.com/show/6dv6SvwyqOI02pjzJ8srQq"><span style="font-weight: 400;"> Spotify</span></a><span style="font-weight: 400;">,</span> <a href= "https://play.google.com/music/list