Episode 11: Superhuman’s path to PLG with Gaurav Vohra
Aug 3, 2023
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Listen to Gaurav Vohra, an experienced professional in growth, product, marketing, and analytics, as he shares insights on product-market fit, the value of human-led onboarding, scaling motions, power of email and word of mouth as distribution channels, and the role of Superhuman and growth strategies.
Product-market fit is determined by asking customers how disappointed they would be if they couldn't use the product, with a benchmark of 40% or more indicating fit.
Superhuman focused on aligning people, incentives, and activities to cover critical moments in the customer journey and prioritized efforts based on highest ROI in managing go-to-market functions.
Deep dives
Understanding Product-Market Fit and Metrics
Product-market fit is a crucial concept for startups and requires a balance of data and intuition. Metrics and leading indicators can provide insights into product-market fit. One approach is to ask customers how disappointed they would be if they couldn't use the product. A benchmark of 40% or more of customers saying they would be very disappointed indicates product-market fit. Superhuman used this approach and continues to measure it. They also consider qualitative factors, such as the feeling that the market is pulling the product out of their hands. Onboarding specialists play a key role in helping customers reach value quickly and establish a strong foundation.
Scaling Onboarding and Aligning Go-to-Market Functions
Scaling onboarding requires considering available R&D resources and deciding how to allocate them. Superhuman focused on aligning people, incentives, and activities to cover critical moments in the customer journey. It involved continuous evaluation of go-to-market functions and adapting strategies as the business grew. The transition from B2C to B2B involved layering on top of the existing user base and expanding through sales motions. Superhuman prioritized efforts based on the highest ROI, focusing on either PLG or PLS depending on where the impact for effort was greatest. Flexibility, experimentation, and constant evaluation were key in managing go-to-market functions.
Leveraging Email and Word of Mouth for Growth
Email and word of mouth were powerful growth strategies for Superhuman. Email, being inherently viral, allowed for efficient distribution and generated initial awareness. Word of mouth was nurtured through a strong core product and exceptional user experience. Superhuman focused on creating customer love to drive word-of-mouth growth. They made it easy for satisfied customers to refer others and built a strong demand for the product. The combination of effective email distribution and organic word of mouth played a crucial role in Superhuman's growth.
Growth Strategies and Decision-making
Choosing growth strategies requires considering the overall impact and aligning them with an organization's strengths and advantages. Superhuman emphasized the importance of identifying unfair advantages, such as deep industry connections or extensive experience, that can give a competitive edge. Instead of focusing on specific channels or ratios, it is essential to create a collection of strategies that complement each other and work well together. Flexibility and an openness to experimentation are key in adapting and refining growth strategies over time.
During his eight years at Superhuman, Gaurav Vohra has led everything from growth to product, marketing, and analytics — and made huge strides in every single role.
As Head of Growth, he led a team of 35 to grow revenue from $0 to over $10M. While leading Product and Marketing, he increased team revenue by more than 300% year over year. And as Head of Analytics, he built a data science team that supports the entire company.
Suffice it to say Gaurav has a ton of experience and insight on the product-led growth (PLG) model. Listen in for his take on:
How and why to find product-market fit as a startup