177. Frederic Laziou, CEO, Puzzel - How to make the transition from a Feature Factory to an Outcome-Driven product approach!
The SaaSiest Podcast19 Maalis 2025

177. Frederic Laziou, CEO, Puzzel - How to make the transition from a Feature Factory to an Outcome-Driven product approach!

In this episode, we speak with Frederic Laziou, CEO, Puzzel, a leading European provider of cloud-based contact center solutions, helping businesses deliver seamless customer service across multiple channels. Their AI-powered CX platform integrates voice, email, chat, and social media, enhancing efficiency and personalization. With 25+ years of experience, Puzzel continues to innovate, ensuring businesses stay ahead in customer engagement.

We talked with Frederic about their journey well on their way to reaching 100m Euro in ARR, how M&A has been an important strategy, and a focus on defining a product operating model that supports sustainable and continued growth. Specifically in this episode, we discuss how a focus on building the right things from a product perspective is key, which also at times means sunseting product programs and features that don't support the P&L in a positive manner.

  • How do you assess which features are adding real value versus those that are just adding complexity?
  • Once you identify redundant or low-value features, what practical steps do you take to sunset them?
  • How do you communicate this to customers, and what challenges can you expect to face in ensuring a smooth transition?
  • What are the biggest cultural or leadership challenges shifting from a "feature factory" mindset to an outcome-driven approach?

This and much more. Tune in to learn mode from Frederic and his team's journey moving away from a feature factory to an outcome-driven product approach that drives tangible financial value to both the customer and the business.

Jaksot(210)

186. Jennifer Peters, Head of Customer Success, Vesper - Building a Customer Journey That Drives Retention

186. Jennifer Peters, Head of Customer Success, Vesper - Building a Customer Journey That Drives Retention

In this episode, we’re joined by Jennifer Peters, Head of Customer Success at Vesper, the commodity data platform working to bring transparency to the global commodity marketplace. Vesper provides mar...

26 Kesä 202546min

185. Emelie Linheden, VP Marketing, Younium - The Event Budget Playbook: What Actually Drives ROI

185. Emelie Linheden, VP Marketing, Younium - The Event Budget Playbook: What Actually Drives ROI

In this episode, we’re joined by Emelie Linheden, VP of Marketing at Younium, a Subscription Management tool that helps B2B SaaS companies in Europe and North America streamline subscription managemen...

18 Kesä 202545min

184. Karolina Wrońska-Boukhalfa, Director of Customer Success, Dixa - How should companies segment customers to drive better outcomes?

184. Karolina Wrońska-Boukhalfa, Director of Customer Success, Dixa - How should companies segment customers to drive better outcomes?

In this episode, we’re joined by Karolina Wrońska-Boukhalfa, Director of Customer Success, Dixa, the Value Experience Customer Service Platform empowering companies to deliver effortless, personalized...

11 Kesä 202547min

183. Søren Schønnemann, CEO, Factbird - The Hidden Growth Lever: How Strategic Hiring Fueled €10M ARR

183. Søren Schønnemann, CEO, Factbird - The Hidden Growth Lever: How Strategic Hiring Fueled €10M ARR

In this episode, we’re joined by Søren Schønnemann, CEO, Factbird, the SaaS provider that helps manufacturers maximize their performance through manufacturing intelligence from Operator to Process Eng...

22 Touko 202556min

182. Karel Callens, CEO & Founder, Luzmo - Stacking S-Curves: How Luzmo Future-Proofs SaaS Growth Through parallel thinking!

182. Karel Callens, CEO & Founder, Luzmo - Stacking S-Curves: How Luzmo Future-Proofs SaaS Growth Through parallel thinking!

In this episode, we’re joined by Karel Callens, CEO & Founder, Luzmo, an embedded analytics platform, purpose-built for SaaS companies. They bring complex data to life with beautiful, easy-to-use dash...

25 Huhti 20251h 1min

181. Massimo Arrigoni, CEO, Beefree - What SaaS Founders Can Learn from Beefree’s Embedded Growth Strategy

181. Massimo Arrigoni, CEO, Beefree - What SaaS Founders Can Learn from Beefree’s Embedded Growth Strategy

In this episode, we’re joined by Massimo Arrigoni, CEO, Beefree, a powerful design suite that lets you create no-code beautiful, high-performing emails that work with any marketing platform. Today the...

16 Huhti 202553min

180. Anna Jäger, VP Marketing, Sinch - Size Matters & Speed Wins - How Sinch approached marketing in the U.S. market!

180. Anna Jäger, VP Marketing, Sinch - Size Matters & Speed Wins - How Sinch approached marketing in the U.S. market!

In this episode, we’re joined by Anna Jäger, VP Marketing at Sinch, a global leader in customer communications with over $3B in revenue and operations in 60+ countries. Anna shares hard-earned lessons...

9 Huhti 202551min

179. Ashley Faus, Head of Lifecycle Marketing, Atlassian - Lifecycle Marketing That Wins Hearts, Minds and Wallets!

179. Ashley Faus, Head of Lifecycle Marketing, Atlassian - Lifecycle Marketing That Wins Hearts, Minds and Wallets!

In this episode, we sit down with Ashley Faus, Head of Lifecycle Marketing at Atlassian, to unpack what lifecycle marketing really means and how one of the world's best-known SaaS companies makes it w...

2 Huhti 202552min

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