Mark Roberge
speaker
625 appearances
1 recordings
1 series
first heard Jul 2026
last heard 1 Jul
Mark Roberge’s voice in public audio — every appearance, attributed to the second.
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recordings per month · last 12 monthsRecordings per month over the last 12 months — 1 in all, peaking in Jul 2026 with 1.
Appearances
You know, you just said it, Charles, like I've got these subscriptions coming in and like 90 days later, 180 days later, they're not renewing.
Like, so you can't make a bunch of fixes and then sit around for 90 days and wait to see what happens.
Right.
So, um,
That's the first step is we have to bring that measurement back to a leading indicator.
And I call that the leading indicator of retention, okay?
And as a rigorous framing, I suggest that you define it as P percent of customers do E event every T time, okay?
So now I've honed this in on the decision of three variables, P, E, and T, okay?
Now let me just like...
Try to bring that to life to conceptualize a bit.
For Slack, it was 80% of customers send 2000 team messages every month.
That's beautiful, right?
So like imagine Stuart, the founder of Slack being like, you know, there's five engineers in a room.
They're about to put the first version of the product out.
And he's like, our first goal is to get to a million in revenue.
Like you can see how the organization would react.
Hire a bunch of salespeople, try to increase ACVs, whatever.
Or our first North Star metric is to get 80% of our users to send 2,000 team messages every month.
Totally different set of actions.
Really close Microsoft on post-sale activity, user happiness.
Showing 261–280 of 625 · page 14 of 32
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