Early customer feedback will be polarized, and this is normal. The key is to compare the 'hell yes' customers with the 'not unhappy' ones. Meaning emerges from this contrast, revealing the subtle differences that drive true product love and guide your roadmap.
Early on, the economic return of an individual customer is irrelevant. The real value is in deep, in-person observation. This 'goblin mode' provides rich, unfilterable signal on product usage and the customer's true project, compressing months of learning into days.
Truly great work, from sushi masters to visionary founders, comes from a relentless pursuit of an underlying principle or 'divine lever'—like achieving 'wholeness' in architecture. This pursuit of essence, not just imitation of form, provides boundless energy and creates profound impact.
Shift the post-sale mindset from 'how to keep them' to 'what specific event turns off their default intention to cancel.' The sale isn't the finish line; it's the starting line for actively preventing guaranteed churn.
Once you've identified the single event that causes retention, ruthlessly design your entire onboarding process to get every user to that milestone. Remove all friction and optional paths. The goal is to make it 'weird' for a customer *not* to reach that critical activation point.
It's tempting for founders to halt sales and marketing to focus on onboarding new customers. This is a mistake. Pipeline momentum is fragile and disappears faster than you'd expect, requiring a complete rebuild from scratch. Maintain at least a minimal 'factory' cadence at all times.
The true indicator of Product-Market Fit isn't how fast you can sign up new users, but how effectively you can retain them. High growth with high churn is a false signal that leads to a plateau, not compounding growth.
Metrics like product utilization, ROI, or customer happiness (NPS) are often correlated with retention but don't cause it. Focusing on these proxies wastes energy. Instead, identify the one specific event (e.g., a team sending 2,000 Slack messages) that causally leads to non-churn.