“It's important that growth teams are agile. And this means that north stars, key metrics, focus metrics will change. And if you're working on the same metric forever, there's probably some inefficiency in actually chasing the biggest impact for the business.”
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More from Lauryn Isford
Insight
Isford: Segmenting onboarding by learning style beats role-based segmentation
“When we started to personalize, generally we found bucketing customers by their learning style and their building style was more effective than more classic segmentation. Like, do you work in marketing? Do you work in product management? Do you work in operati…”
Lauryn IsfordFeb 12, 2023▶ 21:34Mastering onboarding | Lauryn Isford (Head of Growth at Airtable)
Insight
Isford: Growth teams should use experimentation for risk mitigation, not optimization
“Generally my advice is to experiment when you need to, and to primarily see it as a risk mitigation tactic when you're making dramatic changes and to let the product development process do more work.”
Lauryn IsfordFeb 12, 2023▶ 6:10Mastering onboarding | Lauryn Isford (Head of Growth at Airtable)
Insight
Isford: Tying engineering performance to metric movement incentivizes costly over-experimentation
“There shouldn't be, especially in engineering within the world of growth, a culture around having to point to numbers to demonstrate your impact, because if there is, then the team will buy us to experiments all the time. And that's not necessarily the right t…”
Lauryn IsfordFeb 12, 2023▶ 8:35Mastering onboarding | Lauryn Isford (Head of Growth at Airtable)
Insight
Isford: Software companies should use 'reverse trials' by offering freemium alongside trials
“Personally, I'm in the camp of offering a reverse trial. Funky name. But what that means is offer a trial, but also offer freemio. Do both. And the reason why I like this is you get an opportunity when somebody shows up and says, Hey, I'm going to give your pr…”
Lauryn IsfordFeb 12, 2023▶ 39:17Mastering onboarding | Lauryn Isford (Head of Growth at Airtable)
Insight
Isford: Mapping onboarding to pricing tiers harms user activation
“I find sometimes teams working on onboarding will map onboarding to that pricing or packaging.
So for example,
Maybe automations to use the same example of the same feature is something that's generally premium.
That if somebody uses automations, they're more …”
Lauryn IsfordFeb 12, 2023▶ 49:10Mastering onboarding | Lauryn Isford (Head of Growth at Airtable)
Insight
Isford: PLG funnels should frame activation as user evaluation
“And that word choice of evaluate is deliberately not on board or activate because it's about what the user needs to see that they are going to get the value that they want in using your product and in building a habit around it.”
Lauryn IsfordFeb 12, 2023▶ 52:58Mastering onboarding | Lauryn Isford (Head of Growth at Airtable)
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