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BH

Brian Halligan

05/08/19

@ Y Combinator

In the early days, we tracked visitors, leads, and customers, but we should have focused on churn rates to understand customer satisfaction better.

Video

YC

HubSpot CEO and Cofounder Brian Halligan with Wufoo Cofounder Kevin Hale

@ Y Combinator

HubSpot CEO and Cofounder Brian Halligan with Wufoo Cofounder Kevin Hale

05/08/19

Related Takeaways

DR

David Rusenko

09/06/18

@ Y Combinator

Track the right metrics, focusing on returning usage, NPS, and paying customer renewal rates to gauge product market fit.

MM

Macy Mills

05/17/25

@ a16z speedrun

Churn rate is crucial to track; understanding why customers leave can help improve retention and inform future pricing strategies.

YC

Y Combinator Cast

02/13/25

@ Y Combinator

In hindsight, we didn't track revenue effectively; we focused on usage metrics, which made it unclear how many monthly active users we needed for fundraising.

KD

Kalam Dennis

12/15/18

@ Y Combinator

We track everything from clicks to usability, and we use visualization tools to analyze customer data, which has transformed our operations.

MC

Mathilde Collin

10/25/18

@ Y Combinator

In the early days, we tracked our revenue daily to ensure everyone in the company was aligned with our financial goals.

DR

David Rusenko

09/06/18

@ Y Combinator

Pay attention to customer renewal rates rather than just churn rates, as they provide a clearer picture of customer retention.

AC

Adora Cheung

03/20/17

@ Y Combinator

Tracking customer retention is essential; it helps you understand how many users continue to engage with your product over time, which is a key indicator of success.

SD

Suhail Doshi

09/12/18

@ Y Combinator

Measuring revenue churn is critical for subscription-based businesses, as it helps you understand how many customers are leaving your service.

BH

Brian Halligan

05/08/19

@ Y Combinator

I would have changed the focus from sales and marketing to delighting customers earlier, as our early DNA was too sales-heavy and not customer-focused.