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

Product usage is a vanity metric.   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).   In this episode, I interview Chris Hicken, cofounder and CEO at ‘nuffsaid, about what tracking product usage is (and isn’t) good for.   What we talked about:   - 4 main buckets: Customer Maturity, The Product, The Experience, The Pricing   - Why the CS leader should own more go-to-market strategy in the future   - Considerations for product-led growth, sales-led growth, and marketing-led growth   - Why free and freemium may not be a good fit   - Considerations for going up market from SMB to Enterprise   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.