This document discusses 4 ways for companies to approach their product roadmaps during challenging times: 1. Consider pricing and packaging adjustments, looking at metrics like ARR, CAC, CTLV, and conversion rates. 2. Focus on customer onboarding to improve conversion of interested customers by listening to customers and analyzing support tickets. 3. Evaluate infrastructure spend to identify low-hanging fruit for cost savings and efficiency gains. 4. Measure the impact of product integrations on revenue, stickiness, retention, and ability to close deals by supporting customers' data and software stacks.

1. UP NEXT:
4 Ways to Approach your Product Roadmap During
Challenging Times with Merge
Andrew Schoen
Partner
NEA
Shensi Ding
CEO
Merge

2. 4 Ways to Approach your Product Roadmap
During Challenging Times
with Merge
Andrew Schoen
Partner
NEA
Shensi Ding
CEO
Merge

3. 1. Pricing and Packaging Adjustments

4. Key considerations for pricing and packaging changes
● Think long-term about your customers’
needs
● Prioritize quality revenue
KPIs to consider to measure the success and
impact of pricing & packaging changes
Annual Recurring
Revenue (ARR)
View of your revenue changes (MRR for
more detailed timeframe)
Customer Acquisition
Cost (CAC)
Impact cost of acquiring new customers
Customer Lifetime
Value (CTLV)
Higher CTLV indicating customers are
finding more value in your offerings
Pricing Page
Conversion Rate
Convert into leads or customers after
visiting your pricing page
Upsell/Cross-Sell Rate
Upgrading to higher-tier packages or
additional features

5. 2. Customer Onboarding

6. Importance of Customer Onboarding
Why is this important?
● Fewer companies are buying = fewer at
bats for new revenue
● Cheapest way to grow revenue is to
convert interested customers
How to approach it it?
● Option to do this in-house or use a
platform for onboarding optimization
● Listen to customers
● Analyze your support tickets
● Create a funnel to understand exactly
where and why different cohorts drop off

7. 3. Improve your Infrastructure Spend

8. Infrastructure Spend Improvement
Considerations of how to approach evaluating your infrastructure spend:
1. Determine if it’s worth dedicating time to optimize this or not
a. Teams are operating in a leaner manner, so allocating bandwidth to this is a critical decision!
2. Classify what actions are low hanging fruit vs incremental improvements
a. Leveraging an “action priority matrix” can be helpful
3. Consider what type of evaluation criteria to use: quantitative, qualitative, or a mixture of both
Goal: achieve cost savings, increase efficiency, and maximize the value derived from the
investments made in infrastructure

9. 4. Offering Product Integrations

10. Measuring the Impact of Your Product Integrations
● How essential are they to your business
○ Do you turn down or lose customers to
competitors because you don’t work
with their data/SaaS stack?
● How integrations impact revenue
● How integrations impact stickiness and
retention
% Closed-Won Deals
ARR
Product Usage
Customer Retention Rate

11. Drata Integrations (Powered by Merge)
These integrations have helped
unlock additional sales since Drata
can close prospects who requested
certain integrations in just a few
weeks!

12. Key Takeaways

13. Key Takeaways
● Ruthlessly prioritize!
○ Where and what to optimize
● Feedback, feedback, feedback!
○ Listen to your customers

14. Thank You!