What factors should product leaders consider when pivoting strategy?

Maya Keekattil

Chief Product Officer · Cin7

Customer Churn and Bookings

Maya Keekattil says leaders should start with the customer, examining churn and bookings—not just as numbers but the empathy behind them—because these reveal why customers buy or leave and where the company is succeeding or not.

The answer starts at 16:31.

PS

Peter Sellis

Senior Vice President, Product · Discord

Core User Retention

Peter Sellis says product leaders deciding to pivot should focus on core user retention, or returning to core users and making the product perfect for them, because there's always money in the banana stand.

Jeff Morris Jr.

Founder & General Partner · Chapter One

Stagnant Metrics

Jeff Morris Jr. says he tells founders to consider pivoting when metrics are stagnant — when they send the same investor update two quarters in a row with none of the metrics moving and only small iterations on the idea.

Manoj Leelanivas

President, HP Solutions · HP

Customer Outcomes

Manoj Leelanivas says product leaders must adapt to and deliver customer outcomes rather than rely on technical excellence alone, because markets, technologies, customers and organizations change and leaders need to listen to customers and the front line.

The answer starts at 11:21.

Srinivasan Raghavan

Chief Product Officer · Freshworks

Usage and Satisfaction Metrics

Srinivasan Raghavan says a combination of usage metrics and satisfaction metrics are the signals for decisions, since he tells PMs two-thirds of the job is examining usage, adoption, clicks, transactions, and user frustration.

Ravi Mehta

Angel Investor · Traveljoy

Customer Focus vs Internal Goals

Ravi Mehta says the key litmus test is whether leaders focus more on themselves/internal goals or the customer, because divorcing internal goals from customer value leads to trouble.