CUSTOMER CENTRIC GROWTH

1. Customer Centric
Growth
Jai Singh

2. Good Morning

3. Head of Growth & Marketing
Head of Apps Growth Marketing
VP Marketing
Sr Director APAC Marketing
Who am I?

4. Warning: Duh?
So simple and high impact
yet the reality is we don't do it

5. Research
Identify
Test
Scale
Overall process

6. Research
Identify
Test
Scale
Strategy
Execution
What
How
Overall process

7. Peerspace Case
Study
Peerspace Case study

8. Growth driven by unpaid

9. Customer centric growth
What is it?

10. User
Their Actions
Their real-life Journey
Research & Identify

11. Their Actions:
Know your user funnels

12. Search Favorite Inquire Book
100 40% 20% 5%
User Actions on Peerspace

13. Two paths
Optimize the funnel
Identify the real-life
comprehensive user journey

14. The real-life Journey

15. Pick up the phone and call
Pick up the phone
and talk to your users

16. Search Favorite Inquire Book Enjoy
Seeking
feedback
from
collaborators
There are
several
attendees at
the Event
User journey on Peerspace

17. Search Favorite Inquire Book Enjoy
Seeking
feedback
from
collaborators
There are
several
attendees at
the Event
Median of 4
favorites and
2-5
collaborators
Median of 21
attendees
per Event
User journey on Peerspace

18. Key is to find the right balance between
qualitative and quantitative

19. With the right Research & Identification the
What, When & How to build becomes easy

20. Research
Identify
Test
Scale
Overall process

21. Favorite Board Example

22. Test

23. Easy create for user

24. Rich data for us

25. Favorite Boards that you can share
via a link to gather feedback

26. Solid Results

27. Scale

28. Simplified sharing and took control of
prospect communication

29. Closing the loop:
Allow users invitees to vote and comment

30. 5 Key Takeaways
• Know your funnels
• Talk to your customers
• Understand the user journey outside your platform
• Balance qualitative with quantitative
• Research & Identify to develop the What, the How
will naturally flow