Peacock: Intercom's Aggregate Revenue Once Masked an Underperforming Product Segment
Karen Peacock · Shifting to the Next Gear: Proven Strategies to Accelerate Growth with Intercom CEO Karen Peacock · Dec 13, 2021 · at 7:36
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Intercom CEO Karen Peacock shares a case study from Intercom's history about diagnosing hidden cohort churn beneath strong aggregate metrics.
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“What we realized when we did that was that we had one product that we were actually very excited about and was growing well that had much weaker revenue health metrics Then the rest of our business, and in fact, the strength of our other products was hiding the weakness there, and similarly, on the customer segment side, we had one customer segment where the revenue health wasn't nearly as strong as for all of the other segments, and those healthy segments were covering up for the segment that wasn't as strong”
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