Articles by Kyle Poyar
- Outbound and PLG 🤼♂️
While product-led growth is effective for early-stage companies, most firms introduce outbound sales motions as they grow past $10M ARR to target larger enterprise accounts. Kyle provides two case studies that detail how outbound representatives at ClickUp and Trustpage focus on engaging existing product users and identifying new opportunities within accounts, often without compromising PLG roots. Attribution can be challenging when outbound interactions precede self-served conversions. Companies address this through tailored incentive structures for representatives. ClickUp's outbound team also conducts traditional cold outreach, but with a smaller scope given the long lead times. Trustpage leverages its security product to provide value and drive adoption for prospects through outbound security comparisons. Both companies emphasize the importance of product-centric messaging aligned with the user experience. Proper attribution policies are critical to incentivizing outbound activities without undermining the customer journey.
- Can't We Do Better Than NPS?
Kyle walks through data that shows that NPS is not always predictive of retention. He doesn't say we need to get rid of NPS, but does suggest metrics to add: actual referrals, customer health, and product stickiness.