Agorapulse turns feedback into revenue with 100% feedback loop adoption
Agorapulse
Agorapulse is the go-to social media management platform for ROI-driven marketing teams, empowering them to boost brand recognition, generate leads, and track results.
Location:
France & US
Industry:
Social media management, B2B SaaS
Size:
150+
Integrations used:
Context
Agorapulse, a leading SaaS platform for social media management, sought to evolve its product strategy from being feature-focused to outcome-driven. However, using Pendo, they struggled to link features to business outcomes like revenue or churn impact. The inability to integrate data from tools like Salesforce or Intercom left them with a wishlist of features that lacked context and measurable value. Agorapulse needed a solution tailored to their B2B SaaS use case to quantify the business impact of their product decisions effectively.
Strategy
To address these challenges, Agorapulse adopted Harvestr, capitalizing on its robust integrations with Salesforce and Intercom. Through Salesforce, they now sync deal values, missed MRR from lost deals, and churn MRR data, giving the team a clear view of the revenue impact of missing features. Intercom integration enables them to efficiently capture feedback from support tickets using macros and templates, tying this feedback to actual MRR from existing customers.
Today, Agorapulse organizes feedback through Harvestr's custom inboxes, which automatically route it to the right team based on labels. This ensures every PM stays attuned to the pulse of their product scope. This structured process feeds into their bi-monthly product committee meetings, where cross-functional leaders align on roadmaps signed off by all departments. Roadmap proposals are outcome-based, supported by metrics such as new MRR potential, the number of lost deals, and average deal size. Harvestr enables the team to prioritize high-impact features, such as resolving deal breakers or addressing churn-inducing issues, with precise and transparent status tracking.
To maximize feedback’s business impact, the feedback loop is also closed effectively: PMMs and CSMs proactively update clients on relevant roadmap developments via Planhat and Intercom. Harvestr’s notifications and customer roadmaps empower teams to strengthen relationships, increase adoption, and boost retention.
"Thanks to Harvestr, we can provide detailed facts about the importance of a request or issue, including current MRR, missed MRR, and churn MRR. These metrics help us focus and better prioritize on what impacts our business the most."
Alexis Dupont
Principal Product Manager, Agorapulse
Impact
With Harvestr, Agorapulse has transformed its product management into a measurable and business-driven process. Feedback is now directly tied to metrics like revenue and churn, enabling data-informed decisions that resonate across the organization. Their bi-monthly product committee has become a vital alignment tool, creating roadmaps that all teams understand and champion.
By linking feedback to measurable outcomes, Agorapulse has enhanced its credibility with stakeholders and improved operational efficiency. Looking ahead, they plan to leverage Harvestr to expand upmarket, better address the needs of larger customers, and maintain alignment between product decisions and revenue growth.
Results
