Sumit
@sumitd16.bsky.social
I build growth systems for PLG SaaS with http://Customer.io & n8n. Turn your product data into revenue. I write about automation & data-driven marketing.
Superhuman's founder ignored 100% of the feedback from his "not disappointed" users.
He knew that feedback was noise.
He focused on the "fence-sitters"—the people who wanted to love the product but couldn't.
Their complaints are your roadmap.
He knew that feedback was noise.
He focused on the "fence-sitters"—the people who wanted to love the product but couldn't.
Their complaints are your roadmap.
November 13, 2025 at 5:25 PM
Superhuman's founder ignored 100% of the feedback from his "not disappointed" users.
He knew that feedback was noise.
He focused on the "fence-sitters"—the people who wanted to love the product but couldn't.
Their complaints are your roadmap.
He knew that feedback was noise.
He focused on the "fence-sitters"—the people who wanted to love the product but couldn't.
Their complaints are your roadmap.
What's the best source of honest product feedback? (Not from your team or current fans).
November 13, 2025 at 3:57 PM
What's the best source of honest product feedback? (Not from your team or current fans).
B2B leaders are finally saying it: "Orchestration, not automation."
The market is tired of AI hype.
They don't want a "magic" AI.
They want tools (like Customer.io and n8n) that connect their stack and fix their broken workflows.
The market is tired of AI hype.
They don't want a "magic" AI.
They want tools (like Customer.io and n8n) that connect their stack and fix their broken workflows.
November 13, 2025 at 2:26 PM
B2B leaders are finally saying it: "Orchestration, not automation."
The market is tired of AI hype.
They don't want a "magic" AI.
They want tools (like Customer.io and n8n) that connect their stack and fix their broken workflows.
The market is tired of AI hype.
They don't want a "magic" AI.
They want tools (like Customer.io and n8n) that connect their stack and fix their broken workflows.
Microsoft's new research shows AI agents get "overwhelmed" by too many options.
This is why "orchestration" (like with n8n) beats simple "automation."
You need a human-in-the-loop to manage the chaos.
The AI isn't the whole answer.
This is why "orchestration" (like with n8n) beats simple "automation."
You need a human-in-the-loop to manage the chaos.
The AI isn't the whole answer.
November 13, 2025 at 11:33 AM
Microsoft's new research shows AI agents get "overwhelmed" by too many options.
This is why "orchestration" (like with n8n) beats simple "automation."
You need a human-in-the-loop to manage the chaos.
The AI isn't the whole answer.
This is why "orchestration" (like with n8n) beats simple "automation."
You need a human-in-the-loop to manage the chaos.
The AI isn't the whole answer.
Rule #1 of finding Blockers: Leave the 9% echo chamber.
Your best product ideas are not in your feature-request board.
They are hiding in your churn surveys and lost-deal notes.
Your best product ideas are not in your feature-request board.
They are hiding in your churn surveys and lost-deal notes.
November 13, 2025 at 10:31 AM
Rule #1 of finding Blockers: Leave the 9% echo chamber.
Your best product ideas are not in your feature-request board.
They are hiding in your churn surveys and lost-deal notes.
Your best product ideas are not in your feature-request board.
They are hiding in your churn surveys and lost-deal notes.
Where did you find your last real product insight?
A) A happy customer call
B) A churn survey / exit interview
C) A "closed-lost" sales report
D) A competitor's review page
A) A happy customer call
B) A churn survey / exit interview
C) A "closed-lost" sales report
D) A competitor's review page
November 13, 2025 at 8:59 AM
Where did you find your last real product insight?
A) A happy customer call
B) A churn survey / exit interview
C) A "closed-lost" sales report
D) A competitor's review page
A) A happy customer call
B) A churn survey / exit interview
C) A "closed-lost" sales report
D) A competitor's review page
You won't find the truth about your product by talking to your happy users.
You have to go where the pain is.
Talk to your churned users.
Read your "closed-lost" sales reports.
You have to go where the pain is.
Talk to your churned users.
Read your "closed-lost" sales reports.
November 13, 2025 at 5:28 AM
You won't find the truth about your product by talking to your happy users.
You have to go where the pain is.
Talk to your churned users.
Read your "closed-lost" sales reports.
You have to go where the pain is.
Talk to your churned users.
Read your "closed-lost" sales reports.
Fullstory (session replay) just acquired Usetiful (onboarding).
This isn't just M&A. It's the "Blocker-Hunter" stack.
They are combining tools to find the friction (Fullstory), then fix the friction in real-time (Usetiful).
This isn't just M&A. It's the "Blocker-Hunter" stack.
They are combining tools to find the friction (Fullstory), then fix the friction in real-time (Usetiful).
November 13, 2025 at 3:59 AM
Fullstory (session replay) just acquired Usetiful (onboarding).
This isn't just M&A. It's the "Blocker-Hunter" stack.
They are combining tools to find the friction (Fullstory), then fix the friction in real-time (Usetiful).
This isn't just M&A. It's the "Blocker-Hunter" stack.
They are combining tools to find the friction (Fullstory), then fix the friction in real-time (Usetiful).
Your NPS score is a vanity metric.
It tells you what your survivors think.
It tells you nothing about the 91% who left.
It tells you what your survivors think.
It tells you nothing about the 91% who left.
November 13, 2025 at 2:32 AM
Your NPS score is a vanity metric.
It tells you what your survivors think.
It tells you nothing about the 91% who left.
It tells you what your survivors think.
It tells you nothing about the 91% who left.
70% of features are rarely or never used.
This is the cost of an "Enabler-only" roadmap.
It's pure waste.
It's building features for the 9% of survivors, while the 91% churn.
This is the cost of an "Enabler-only" roadmap.
It's pure waste.
It's building features for the 9% of survivors, while the 91% churn.
November 12, 2025 at 5:25 PM
70% of features are rarely or never used.
This is the cost of an "Enabler-only" roadmap.
It's pure waste.
It's building features for the 9% of survivors, while the 91% churn.
This is the cost of an "Enabler-only" roadmap.
It's pure waste.
It's building features for the 9% of survivors, while the 91% churn.
Customer.io's new metrics ("Human opened," "Human clicked") are a great example of Blocker removal.
The Blocker? Bot clicks and security scanners creating data noise.
The Fix? Filtering them out.
They are fixing the friction in their own measurement tools.
The Blocker? Bot clicks and security scanners creating data noise.
The Fix? Filtering them out.
They are fixing the friction in their own measurement tools.
November 12, 2025 at 3:57 PM
Customer.io's new metrics ("Human opened," "Human clicked") are a great example of Blocker removal.
The Blocker? Bot clicks and security scanners creating data noise.
The Fix? Filtering them out.
They are fixing the friction in their own measurement tools.
The Blocker? Bot clicks and security scanners creating data noise.
The Fix? Filtering them out.
They are fixing the friction in their own measurement tools.
Reframe your R&D budget:
Enabler Spend: An investment in NRR (keeping the 9% happy).
Blocker Spend: An investment in New ARR (fixing the leak to win the 91%).
Most teams are 100% focused on NRR, and have zero budget for New ARR.
Enabler Spend: An investment in NRR (keeping the 9% happy).
Blocker Spend: An investment in New ARR (fixing the leak to win the 91%).
Most teams are 100% focused on NRR, and have zero budget for New ARR.
November 12, 2025 at 2:26 PM
Reframe your R&D budget:
Enabler Spend: An investment in NRR (keeping the 9% happy).
Blocker Spend: An investment in New ARR (fixing the leak to win the 91%).
Most teams are 100% focused on NRR, and have zero budget for New ARR.
Enabler Spend: An investment in NRR (keeping the 9% happy).
Blocker Spend: An investment in New ARR (fixing the leak to win the 91%).
Most teams are 100% focused on NRR, and have zero budget for New ARR.
A 25% increase in user activation leads to a 34% increase in MRR.
This isn't a guess. It's a multiplier.
It's how you prove your product team isn't a cost center—they're your main growth engine.
Here’s how to calculate the ROI of their work. 🧵
This isn't a guess. It's a multiplier.
It's how you prove your product team isn't a cost center—they're your main growth engine.
Here’s how to calculate the ROI of their work. 🧵
November 12, 2025 at 12:57 PM
A 25% increase in user activation leads to a 34% increase in MRR.
This isn't a guess. It's a multiplier.
It's how you prove your product team isn't a cost center—they're your main growth engine.
Here’s how to calculate the ROI of their work. 🧵
This isn't a guess. It's a multiplier.
It's how you prove your product team isn't a cost center—they're your main growth engine.
Here’s how to calculate the ROI of their work. 🧵
MoEngage just raised $100M to build AI agents.
Intercom & Braze are in an "AI arms race."
This isn't AI hype.
It's a massive bet on automating Blocker removal. The money is flowing to tools that can find and fix user friction, fast.
Intercom & Braze are in an "AI arms race."
This isn't AI hype.
It's a massive bet on automating Blocker removal. The money is flowing to tools that can find and fix user friction, fast.
November 12, 2025 at 11:33 AM
MoEngage just raised $100M to build AI agents.
Intercom & Braze are in an "AI arms race."
This isn't AI hype.
It's a massive bet on automating Blocker removal. The money is flowing to tools that can find and fix user friction, fast.
Intercom & Braze are in an "AI arms race."
This isn't AI hype.
It's a massive bet on automating Blocker removal. The money is flowing to tools that can find and fix user friction, fast.
The "growth-at-all-costs" era is dead.
Median SaaS growth slowed from 30% to 25% last year.
You can no longer hide a leaky funnel by pouring more VC money into the top.
Median SaaS growth slowed from 30% to 25% last year.
You can no longer hide a leaky funnel by pouring more VC money into the top.
November 12, 2025 at 10:31 AM
The "growth-at-all-costs" era is dead.
Median SaaS growth slowed from 30% to 25% last year.
You can no longer hide a leaky funnel by pouring more VC money into the top.
Median SaaS growth slowed from 30% to 25% last year.
You can no longer hide a leaky funnel by pouring more VC money into the top.
In 2025, what's the #1 metric your board actually cares about?
A) New ARR
B) Net Revenue Retention (NRR)
C) Profitability / Margin
D) New Logo Count
A) New ARR
B) Net Revenue Retention (NRR)
C) Profitability / Margin
D) New Logo Count
November 12, 2025 at 8:59 AM
In 2025, what's the #1 metric your board actually cares about?
A) New ARR
B) Net Revenue Retention (NRR)
C) Profitability / Margin
D) New Logo Count
A) New ARR
B) Net Revenue Retention (NRR)
C) Profitability / Margin
D) New Logo Count
What's the most wasteful "Enabler" feature you've seen a company build?
(A feature that 1% of power users loved, but 99% of new users didn't need).
(A feature that 1% of power users loved, but 99% of new users didn't need).
November 12, 2025 at 5:28 AM
What's the most wasteful "Enabler" feature you've seen a company build?
(A feature that 1% of power users loved, but 99% of new users didn't need).
(A feature that 1% of power users loved, but 99% of new users didn't need).
HubSpot beat Q3 earnings... and its stock fell 13%.
Why? Weak Q4 guidance.
The market isn't rewarding "growth" anymore. It's punishing bloat and anything that smells like a leaky funnel.
Lean growth is the only thing that matters now.
Why? Weak Q4 guidance.
The market isn't rewarding "growth" anymore. It's punishing bloat and anything that smells like a leaky funnel.
Lean growth is the only thing that matters now.
November 12, 2025 at 3:59 AM
HubSpot beat Q3 earnings... and its stock fell 13%.
Why? Weak Q4 guidance.
The market isn't rewarding "growth" anymore. It's punishing bloat and anything that smells like a leaky funnel.
Lean growth is the only thing that matters now.
Why? Weak Q4 guidance.
The market isn't rewarding "growth" anymore. It's punishing bloat and anything that smells like a leaky funnel.
Lean growth is the only thing that matters now.
A 25% improvement in user activation leads to a 34% increase in MRR.
This isn't a vague product metric.
It's a direct, measurable link between fixing friction and making money.
This isn't a vague product metric.
It's a direct, measurable link between fixing friction and making money.
November 12, 2025 at 2:32 AM
A 25% improvement in user activation leads to a 34% increase in MRR.
This isn't a vague product metric.
It's a direct, measurable link between fixing friction and making money.
This isn't a vague product metric.
It's a direct, measurable link between fixing friction and making money.
Superhuman's fix: They split the roadmap 50/50.
- 50% on what fans loved (Enablers).
- 50% on what "fence-sitters" hated (Blockers).
The result?
The score jumped from 22% to 58%.
They built an engine to turn "meh" users into fans.
- 50% on what fans loved (Enablers).
- 50% on what "fence-sitters" hated (Blockers).
The result?
The score jumped from 22% to 58%.
They built an engine to turn "meh" users into fans.
November 11, 2025 at 5:25 PM
Superhuman's fix: They split the roadmap 50/50.
- 50% on what fans loved (Enablers).
- 50% on what "fence-sitters" hated (Blockers).
The result?
The score jumped from 22% to 58%.
They built an engine to turn "meh" users into fans.
- 50% on what fans loved (Enablers).
- 50% on what "fence-sitters" hated (Blockers).
The result?
The score jumped from 22% to 58%.
They built an engine to turn "meh" users into fans.
Intercom just launched its Fin 3 AI agent.
Braze launched its Agent Console.
Customer.io has AI-driven segments.
The AI agent "arms race" is on.
This isn't about hype; it's about automating Blocker-removal at scale.
Braze launched its Agent Console.
Customer.io has AI-driven segments.
The AI agent "arms race" is on.
This isn't about hype; it's about automating Blocker-removal at scale.
November 11, 2025 at 3:57 PM
Intercom just launched its Fin 3 AI agent.
Braze launched its Agent Console.
Customer.io has AI-driven segments.
The AI agent "arms race" is on.
This isn't about hype; it's about automating Blocker-removal at scale.
Braze launched its Agent Console.
Customer.io has AI-driven segments.
The AI agent "arms race" is on.
This isn't about hype; it's about automating Blocker-removal at scale.
When you last tried a new SaaS tool, what was the "Blocker" that made you give up?
(Mine: "Forcing me to book a demo just to see the product.")
(Mine: "Forcing me to book a demo just to see the product.")
November 11, 2025 at 2:26 PM
When you last tried a new SaaS tool, what was the "Blocker" that made you give up?
(Mine: "Forcing me to book a demo just to see the product.")
(Mine: "Forcing me to book a demo just to see the product.")
Superhuman's product was failing.
Their Product-Market Fit (PMF) score was a dismal 22%. The benchmark for success is 40%.
Here's the 4-step engine they built to fix it—and jump to 58%. 🧵
Their Product-Market Fit (PMF) score was a dismal 22%. The benchmark for success is 40%.
Here's the 4-step engine they built to fix it—and jump to 58%. 🧵
November 11, 2025 at 12:57 PM
Superhuman's product was failing.
Their Product-Market Fit (PMF) score was a dismal 22%. The benchmark for success is 40%.
Here's the 4-step engine they built to fix it—and jump to 58%. 🧵
Their Product-Market Fit (PMF) score was a dismal 22%. The benchmark for success is 40%.
Here's the 4-step engine they built to fix it—and jump to 58%. 🧵
A new B2B SaaS report calls out "omnichannel supremacy" and "built-in AI."
Translation: A messy, disjointed user experience is now a death sentence.
Your product's Blockers are more visible to users than ever.
Translation: A messy, disjointed user experience is now a death sentence.
Your product's Blockers are more visible to users than ever.
November 11, 2025 at 11:33 AM
A new B2B SaaS report calls out "omnichannel supremacy" and "built-in AI."
Translation: A messy, disjointed user experience is now a death sentence.
Your product's Blockers are more visible to users than ever.
Translation: A messy, disjointed user experience is now a death sentence.
Your product's Blockers are more visible to users than ever.
Superhuman's PMF test: "How would you feel if you could no longer use this?"
Their first score was a dismal 22%.
The benchmark for success is 40%.
They were failing.
Their first score was a dismal 22%.
The benchmark for success is 40%.
They were failing.
November 11, 2025 at 10:31 AM
Superhuman's PMF test: "How would you feel if you could no longer use this?"
Their first score was a dismal 22%.
The benchmark for success is 40%.
They were failing.
Their first score was a dismal 22%.
The benchmark for success is 40%.
They were failing.