Executive Communication Workshop
Insights-to-Outcomes Workshop
Your team has the data. In 90 minutes, build the story that connects it to the numbers your executives actually track.
90 minutes · Up to 8 participants · In person or virtual · Complimentary for Pendo customers.
The Problem It Solves
Product and customer success teams rarely lack data. Clicks, pageviews, adoption rates, feature usage: it's all there, and most teams can produce a dashboard on request. What's missing is the line from those numbers to the ones the executive team is judged on.
Without that line, metrics read as activity rather than impact. Adoption went up, and the CFO wants to know what it was worth. This session gives your leaders a way to answer that question, in language the room already speaks.
Four Levels of Measurement
The lower levels are what you can observe and influence today. The upper levels are what the business is judged on. Most teams live at the bottom two and report from there.
P&L
Revenue, cost, margin
The CFO's number. What the board sees.
Lagging indicators
Adoption, retention
Outcomes that accumulate over quarters. Real, but slow to move and slower to prove.
Leading indicators
Repeat use of a key feature
Weekly behavior that tells you early whether the plan is working.
Events
Clicks, pageviews
Raw product signals. Abundant, precise, and meaningless on their own.
The framework is tool-agnostic. It works with the product analytics and customer data you already have.
Strategy Is the Bridge
Nothing connects a pageview to a margin point automatically. What connects them is a strategy: a claim about which behaviors matter and why moving them changes the business.
The workshop uses Richard Rumelt's definition from Good Strategy / Bad Strategy. A strategy is a coherent response to a problem, not a list of goals. Participants answer three questions about their own work:
01
What problem are you solving?
Diagnose the challenge specifically. "Adoption is low" is not a diagnosis.
02
What is the approach to solving it?
State the guiding perspective on how you intend to overcome it.
03
What actions will you take?
Define a cohesive set of actions that reinforce each other rather than compete for the same attention.
Then they choose metrics at each level of the ladder to measure whether the strategy is working — and to show their executives the same thing.
The 90 Minutes
Balboa facilitates. Most of the time belongs to your team, working on their own material.
Framing
Why metrics without a story fail with executives, and what happens to a team's budget when they do.
The Measurement Ladder
Events, leading indicators, lagging indicators, and P&L — what belongs at each level and how they connect.
Strategy
Problem, approach, and actions, worked through against each participant's current initiative.
Build Your Brief
Each participant drafts their one-page insights-to-impact executive brief. Hands on keyboards, not slides on a screen.
Share and Pressure-Test
Peer feedback, executive-communication tips, and the next step each person will take.
Timing flexes with how much hands-on work your team wants.
Who Should Be in the Room
Up to eight participants, so everyone finishes a brief and gets feedback on it. The session is for the people who present to executives, and the people who own the data behind what they present.
Product Leaders
VP or Director of Product, Product Management, Product Ops
They carry adoption and engagement targets and have to defend roadmap investment in business terms.
Customer Success Leaders
VP or Director of Customer Success, Digital CS, CS Programs
They own retention and expansion and are asked, every quarter, to show what their programs changed.
Operations Partners
CS Ops, Revenue Ops, Product Ops
They know which numbers are trustworthy and what it would take to report the ones that aren't yet.
What Your Team Leaves With
Every participant walks out with a one-page insights-to-impact executive brief in their own words, plus three things that outlast the session.
Clarity on Impact
A shared view of how product signals connect to business results, so two leaders describing the same initiative describe it the same way.
A Story to Tell
A strategy narrative built on a defined problem, a stated approach, and a coherent set of actions.
Executive Buy-In
A format and a vocabulary for presenting the plan to leadership, and for coming back next quarter with evidence.
From Brief to Build
The workshop tells you which metrics matter. Standing them up is the next problem. For teams ready to go there, the briefs feed directly into the Pendo Center of Excellence Accelerator, where Balboa builds the instrumentation, dashboards, and playbooks that produce those numbers on a repeatable basis.
Insights-to-Outcomes
90 minutes
Framework, narrative, executive brief
CoE Accelerator
Ongoing
Build, deploy, measure
Book the Insights-to-Outcomes Workshop
90 minutes. Up to eight of your leaders. No cost for Pendo customers.
Tell us who would be in the room and what they're working on, and we'll tailor the session to the initiatives your team is already defending.
Schedule a Session