Focus on Measuring Outcomes with the Chief Product Officer of Pendo.io, Trisha Price, Part 1

In this episode, Eric is joined by Trisha Price, Chief Product Officer of Pendo.io

Pendo.io is on a mission to elevate the world’s experiences with software, and so far they’ve raised a total of $469.5 million in funding, and have amassed a team of 800+ members.

Trisha’s journey to becoming the CPO at Pendo starts with her gaining a technical background. She is a math major, and her first role out of college was a software engineering role at a finance software company out of Boston. Back then, the responsibilities of a product manager weren't as clearly defined as they are now, so Trisha had to wear many hats in her role.

During this time, Trisha was able to discover that her true north star was solving big problems and providing value to customers. Instead of focusing on how to code, she wanted to focus on what to code and ultimately drive new and innovative products, so product management was the perfect role for her.

Early stage startups often don’t have a clear roadmap on how to prioritize data implementation. Trisha mentions that startups need to make sure they’ve first and foremost established their product market fit, and then move on to usage as your main indicator. Having a relentless focus on outcomes is a must, and in order to achieve that you need to bring in analytics from the get go, while understanding that data is only worth something if you’re able to properly determine the outcomes that are being driven. 

Once asked about a client's success from Pendo, Trisha tells a story about a business that’s outside of the tech world - the banking giant Morgan Stanley. Morgan Stanley at the time were focusing on retention and their top priority. Prior to Pendo, they were certain that their Customer Success team was working flawlessly, however, it took them losing a very large client to start looking for a problem they didn't even see coming. Turns out, they had neglected a crucial part of the implementation process, effectively steering their client to their competitor due to an abundance of manual processes with Morgan Stanely's platform. This is where Pendo came in. Their "Happiness Marker" feature helped Morgan Stanley realise that clients expect them to drive continuous improvements and innovations, and gave them the data to support making the decisions that lead to high retention rates.

HIGHLIGHTS:
00:00 Trisha’s Journey to Becoming CPO at Pendo
02:25 Making Sure You’re Building the Right Things
09:48 How Should Start-Ups Invest In Data?
13:21 Pendo’s Morgan Stanley Success Story
17:42 The Importance of Measuring Outcomes
 

Connect with Trisha - https://www.linkedin.com/in/trisha-price-3063081/

Check out Pendo.io - https://www.pendo.io/

Don't forget to subscribe to the Chaos to Clarity Podcast for more invaluable episodes to help you grow your business and stay ahead of the curve!

To reach out to Eric, visit FullCycleProduct.com

Don't forget to subscribe to the Chaos to Clarity Podcast for more invaluable episodes to help you grow your business and stay ahead of the curve!To reach out to Eric, visit https://chaostoclarity.io/