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Robert Chatwani Discusses Product-Led Sales and Growth
2024-11-15
In this captivating episode of McKinsey on Building Products, a podcast dedicated to the exploration of software product management and engineering, McKinsey partner Rikki Singh engages in a profound discussion with Robert Chatwani, the president of growth at Docusign. Chatwani's extensive career has centered around the harmonious integration of marketing and growth functions to craft more captivating products. This exploration delves deep into how to stimulate sustainable revenue growth and foster brand love through the power of product-led sales.

Unlock the Secrets of Product-Led Sales with McKinsey

Product-Led Sales as a Catalyst for Growth

Rikki Singh kicks off the conversation by asking Chatwani about his background and how it has shaped his philosophy and definition of product-led sales. Chatwani shares his journey, starting in consulting and then finding his footing in consumer marketing at eBay for over a decade. He later moved to the enterprise SaaS space at Atlassian, where he led the marketing and growth functions. Chatwani emphasizes his passion for applying the growth principles from successful consumer platforms to SaaS companies.When asked about the essence of product-leading growth, Chatwani explains that it entails driving an organization's revenue sustainably and building a brand that customers love. This leads to customer loyalty and an emotional connection with the company. Singh then inquires about the difference between product-led growth (PLG) and product-led sales (PLS). Chatwani clarifies that for traditionally sales-driven companies, PLG or PLS represents a significant shift in the go-to-market model. PLG focuses on enabling customers to convert from free to paid or expand through product experiences, while PLS utilizes data to facilitate product-centric motion and improve sales decisions.

Effective Go-to-Market Strategies for Product-Led Sales

Singh poses the question of when an organization should start considering PLG or PLS strategies. Chatwani believes that companies should pay equal attention to their go-to-market model as they do to their product strategy. Many companies focus on the product roadmap but neglect the design of the go-to-market model. This often leads to diminishing returns over time. Chatwani advocates for a forward-thinking approach, designing go-to-market mechanisms that support both current and future growth.When discussing go-to-market strategies, Chatwani highlights three approaches: direct-sales, channel or partner-centric, and digital experiences. He emphasizes the importance of thinking about the DNA of a good customer experience across all channels and bridging the experience gap between customer expectations and actual experiences. Chatwani uses examples like Apple and Airbnb to illustrate the importance of consistency and low friction in creating a great customer journey.

Key Enablers for a Product-Led Sales Approach

Singh explores the roles of marketing, sales, and product functions in the end-to-end product-led sales approach. Chatwani emphasizes that every team member should think about how to achieve their goals through collaboration. He gives an example from Atlassian, where they used product data to help sellers have better conversations with customers and optimize software usage. Chatwani also mentions other factors for success, such as a company's intrinsic culture, having multiple products for land and expand strategies, designing products for frictionless growth, and leveraging community and ecosystem.

Leveraging AI for Product-Led Sales

Singh inquires about the role of AI in product-led sales. Chatwani emphasizes that go-to-market teams have an obligation to integrate AI capabilities responsibly. AI can be used for research on prospective customers, understanding existing customer usage, and powering the digital experience. Pilot work shows significant productivity improvements when individuals are empowered with AI-driven go-to-market capabilities, freeing up human capital for more complex tasks.In conclusion, Rikki Singh summarizes the key lessons from the discussion. Growth is about driving sustainable revenue while building a beloved brand. Companies should create value for customers before capturing it, and mapping the end-to-end customer experience and closing the gap between expectations and reality is crucial. These principles apply at every level within an organization.
"The Capex Challenge in Mining Project Delivery: Insights and Solutions"
2024-11-27
The past few decades have presented significant hurdles for the deployment of projects in the metals and mining industry. Historically, the approach to project execution has been fraught with issues such as poor front-end project definition, misaligned incentives, constrained resources, and deeply ingrained legacy practices. The outbreak of COVID-19 further exacerbated the volatility in most industrial markets, with few markets experiencing a level of operational disruption comparable to that in mining.

Unlock the Potential of Mining Project Deployment

An Overview of Cost and Schedule Performance in Mining Capital Expenditures

Materials like copper and nickel, crucial in energy transition technologies, are expected to witness substantial demand growth. To meet this demand, significant capital expenditures are required. Our compiled dataset of 80 global mining projects shows that despite efforts, there are still significant delays and cost overruns. Only 42 percent of projects have cost overruns of less than 10 percent, and 54 percent have schedule overruns of less than 10 percent. On average, mining projects over the past decade faced real schedule delays of approximately 25 percent and real cost overruns of approximately 40 percent. Notably, predictability performance doesn't vary much between open-pit and underground projects. The size of expenditures and the type of ore extracted are the most important variables determining predictability. Large projects with more than $1 billion in capital expenditures have worse predictability performance. For example, only 8 to 10 percent of such projects avoid cost overruns and schedule delays compared to 20 percent of projects with lower capital expenditures. Copper projects underperformed compared to the broader industry, with 33 percent having real schedule delays of more than 30 percent.

Initial Assessments versus Cost Management: Common Challenges

Deviations from cost and schedule estimates often stem from poor initial budget or time assessments and poor execution. Approximately two-thirds of cost overruns and schedule delays can be attributed to poor initial assessments, with the remaining one-third related to poor execution. This is particularly true for copper, which tends to have longer schedule delays. Poor initial assessments face challenges such as a lack of standard criteria for feasibility studies, subpar management practices, failure to account for technological advances, and misaligned mindsets between owners and contractors. Execution problems (73 percent of observations) and organizational problems (65 percent) are the two most common reasons for delays and overruns, often due to a design optimization process lacking rigor and incentives. Other common challenges include technical, market, and political issues. Given the large number of projects affected, there is a need for mining owners and operators to take action.

What Winners Get Right: Intervening Early and Setting a Clear Focus

Winners in mining project deployment intervene early and focus on five aspects. Firstly, investing in rigorous feasibility studies is crucial as it's easier to influence outcomes in the early stages. Time, effort, and resources should be allocated properly. Secondly, bringing up and improving economics early allows owners and operators to evaluate each project as an independent business and make decisions based on net present value. For example, a company in a remote region improved project economics by addressing core areas for value creation. Thirdly, enabling project delivery excellence involves strengthening the stage gate process, selecting a winning team, and defining an optimized contracting strategy. A leading natural resources company achieved success during the pandemic by strengthening the owners' team and resetting contractual relationships. Fourthly, focusing on execution productivity through measures like increasing transparency and fostering collaboration can lead to better project outcomes. A mining and oil and gas sector player improved productivity by implementing project production management systems. Finally, fostering a sustainable, healthy culture enables performance by focusing on cultural health and talent development. A South African mining company filled technical skills gaps through training programs.

Fostering a Sustainable, Healthy Culture for Performance

Companies can enhance performance by focusing on cultural health and ensuring a diverse workforce. This includes transparency, talent development, consequence management, and knowledge sharing. In the face of a shrinking mining talent pool, a South African company invested in training programs, providing employees with an average of more than 60 hours of training per year. This helped fill skills gaps and enhance the value proposition for employees.The time to act is now, and the potential is huge. Conservative estimates suggest a total opportunity of $75 billion to $110 billion from copper and nickel through 2035. By moving from current industry standards to the top quartile of performance, companies can accelerate 1.0 to 1.5 years of critical production for the energy transition. As the requirements for capital deployment in new projects evolve, predictability will become more important. Owners and operators need to focus on project stages, implement robust business cases early, and enable excellent project delivery and execution productivity to enhance results and prevent capital loss.
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China Consumption: Gaining Momentum Amid Economic Uncertainty
2024-11-15
Since the last China Brief, consumption has witnessed a remarkable upswing. The unveiling of economic stimulus measures since September 24 has given it a significant boost. The highly anticipated Double 11 Shopping Festival, which concluded on November 11, exceeded all industry expectations, igniting excitement among industry executives.

Despite the Momentum, Uncertainty Lingers

Over the past year, the Chinese economy and consumption have been shrouded in uncertainty due to persistently low business and consumer confidence. Many economists are questioning whether the government's stimulus measures will be sufficient to stimulate growth by enhancing liquidity and revitalizing the slumping real estate market.

Stock Market Recovery and Property Transactions

The stock market has shown signs of recovery, with the CSI 300 Index rising by approximately 20 percent in the last two months. Moreover, property transactions in October and the first half of November witnessed a modest 2 percent increase, marking the first positive growth in this key indicator this year. An analysis of daily transaction data from 30 major cities supports this trend. (Exhibit 1)

Retail Sales Growth and Online Shopping Festival

Retail sales in October grew by 5 percent, in contrast to the 3 percent growth in the earlier months of the year. The early start of this year's online shopping festival, Double 11, played a part in this uplift, as evidenced by the strong growth in categories like cosmetics and home appliances. A more comprehensive picture will emerge when the October and November data becomes available next month.

Car Sales and Travel Growth

Overall car sales witnessed double-digit growth in October, driven by a more than 50 percent increase in electric vehicle sales. (Exhibit 2) Travel also remains a strong growth area this year. National holiday travel performed exceptionally well, with domestic travel visits increasing by 5.9 percent and travel spending rising by 6.3 percent compared to 2023. These metrics exceeded the same period in 2019 by 10.2 percent and 7.9 percent respectively. The recovery rate of overseas travel is improving each month and is expected to soon surpass pre-COVID-19 levels. (Exhibit 3)

Insights from Double 11 Shopping Festival

Double 11, the world's largest online shopping festival, still holds significant importance in China, although there have been some changes. The era of celebrating billions of dollars in a single day is over, but it remains a month-long promotional event with major platforms and offline retailers participating. This year, Double 11 was the longest ever, with pre-sales starting as early as October 8, extending the shopping spree to up to 31 days on some platforms.E-commerce data provider Syntun estimates that this year's growth is 26.6 percent. Although this figure is somewhat inflated due to the longer promotion season, it indicates more meaningful growth in gross merchandise value (GMV) compared to last year's modest 2.1 percent growth. While platforms no longer publish GMV numbers, Alibaba's platforms reported robust growth and a historical high in customer engagement. JD announced a 20 percent increase in shoppers. Livestreaming continued to expand, growing from 19 percent of total GMV in 2023 to 23 percent this year. On Alibaba's platforms, 589 brands exceeded RMB 100 million in GMV, an increase of 46.5 percent compared to last year, with 45 brands achieving more than RMB 1 billion in GMV.

Granular Strategies for Consumer Segments

During this year's Double 11 shopping festival, getting granular has been a key focus. Establishing direct one-to-one connections with consumers with the highest spending power has become crucial for brands. For instance, Alibaba's 88VIP members placed orders that increased by 50 percent year-on-year, accounting for over 90 percent of sales for some brands during their member-exclusive sales events. Currently, 42 million people hold 88VIP membership, and their average spending is nine times that of non-members.Brands need to engage consumers both offline and online across all platforms to effectively target the most important and diverse consumer segments. The one-size-fits-all approach no longer works.

Granular Strategies for Emerging Growth Categories

The same granular approach is essential for categories. New subcategories are evolving into multi-billion-dollar industries. For example, the sales of blind box collectible toys, which barely existed before 2019, may exceed $2 billion this year. This trend is driven by the desire of young Chinese consumers for enjoyable moments and the chance to express themselves. Brands can leverage this hobby-driven trend to introduce new products and expand into new categories. Often, these categories are developed with an online-first approach, and e-commerce and Double 11 play a unique role in supporting the "product drop" business model, where highly anticipated, limited-edition products are released in limited quantities to generate demand and excitement. For instance, a collection from PaperPresented alone generated RMB 200 million in GMV on the first day of sales on Tmall. This collection was based on the popular dating game Love and Deepspace. In addition to PaperPresented, three toy brands including miHoYo, Jellycat, and Pop Mart achieved the RMB 100 million GMV milestone on Alibaba. (Exhibit 4)Other high-growth categories include low-sugar and sugar-free teas, outdoor clothing and gear, consumer health products, and pet supplies.

Enhancing Consumer Experience

While price and promotions attract people to Double 11, opaque promotion mechanisms have dampened the excitement. Consumers often need to meet certain spending thresholds to avail discounts, making the shopping experience confusing and cumbersome. Brands have the opportunity to enhance the shopping experience by investing in areas beyond just price. This includes improving customer service and leveraging AI, such as AI-based skin consultations or custom-formulated products.

Cost Efficiency and Returns Management

Cost efficiency has gained significant importance. The rising cancellation and return rates make inventory planning challenging and have substantial cost implications. Brands can reduce returns and cancellations by enhancing product descriptions and improving promotion mechanisms. Platforms are providing merchants with more autonomy to handle disputes directly, reducing logistics costs and improving efficiencies through AI.Conclusion:Although there is clear momentum in China's consumption landscape, uncertainty remains. Companies must remain vigilant, plan for different scenarios, and be ready to adapt quickly to market changes. The pace of change in China is rapid, and businesses need to stay agile to navigate this dynamic environment successfully.
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