Sam Jacobs

But what you always want to be doing is monitoring it on a trailing 90-day basis to figure out

am I in or out of product market fit?

Because your LTV to CAC and your payback period, those are indications of am I in product market fit or not?

Because they indicate whether the cohorts are renewing.

If your cohorts are not renewing, then you're out of product market fit.

Okay, so that's thing number one, and that took all of the time that I have.

So I'll run over just a little bit to say the next thing we want to do, because we're driving efficient growth, and efficient growth is driven by retention, is driven by retention.

So we need to map and analyze the customer journey.

This is the customer journey that we have mapped and analyzed over the course of 12 months with a new Pavilion member.

a customer of ours.

You don't have to do it this way, but you do need to do it.

And here's the point of the customer journey mapping that I would encourage you to understand.

We're looking for time to value.

We're looking for the moments that light up and that drive delight and that lead to overall retention and engagement.

What you see there is the bow tie.

This is the good path, again, in all white.

So we'll skip to the next slide.

But here's the point.

Your customer journey

If I can leave you with one takeaway, because somebody approached me in the hall and said that this insight changed his business the last time I gave this presentation.