ICP & ICP Drift

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Dan Sperring
Dan Sperring Member Posts: 2 Navigator
edited December 2021 in Strategy & Planning
Several years ago Nick Mehta wrote about the ten laws of SaaS (see below).  I would like to understand how different CS leaders are informing the collective organization (e.g. marketing, sales, product, finance) about #1 and #2?   

Specifically:  How do you manage your ICP & what's the size of your company?


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  • Jeff Heckler
    Jeff Heckler Member, CS Leader Posts: 80 Expert
    Photogenic First Anniversary First Comment Office Hours Host 2022
    edited January 2022
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    This really comes down to Segmentation and Cohort analysis.

    Hi @Dan Sperring, 
    I noticed this very important question went unattended.
    This topic of ICP and CS's role in it is so vital to the entire org/company.
    CS should be providing quantitative and qualitative feedback (loops) from and for the customer base.
    By segmenting the customers you will be able to identify poor fit customers.
    Then via digital surveys and FTF interviews, you will uncover the reasons ICP slipped.

    Best regards,
    Jeff

  • Dan Sperring
    Dan Sperring Member Posts: 2 Navigator
    edited January 2022
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    Thank you for the insights Jeff!
  • Jeff Heckler
    Jeff Heckler Member, CS Leader Posts: 80 Expert
    Photogenic First Anniversary First Comment Office Hours Host 2022
    edited January 2022
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    Also, by labeling/categorizing the reasons for ICP drift and then aggregating them up by NRR/ARR/MRR you can build compelling reasons for your execs and C-levels to address necessary changes you and your cross-functional leaders propose.  And possibly, additional resources/product development based on win-back $/ROI.

    You're most welcome, @Dan Sperring

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