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

Avsnitt(210)

202. Youssef Hounat, Head of Product, ComplianceWise - From Search Tool to Teammate: How Product Teams Should Really Use AI

202. Youssef Hounat, Head of Product, ComplianceWise - From Search Tool to Teammate: How Product Teams Should Really Use AI

In this episode, we’re joined by Youssef Hounat, product leader, ex-auditor, and (unexpectedly) freestyle-rap-ready builder of tools for accountants. He went from training at Ernst & Young to helping ...

18 Dec 202549min

201. Jeppe Schytte-Hansen, CEO, Omnidocs - Why 1+1 = 1.8 in M&A (Until It Suddenly Becomes 3)

201. Jeppe Schytte-Hansen, CEO, Omnidocs - Why 1+1 = 1.8 in M&A (Until It Suddenly Becomes 3)

In this episode, we’re joined by Jeppe Schytte-Hansen, CEO and Co-founder of Omnidocs, a SaaS company that’s moving fast: €22M+ in revenue, 1,500 customers, 155 employees, and four acquisitions in the...

18 Nov 202554min

200. Fabian Q. Veit, CEO, Make - 15× Revenue, 7× Team, 100K+ Paying Users: Inside Make.com’s Hypergrowth!

200. Fabian Q. Veit, CEO, Make - 15× Revenue, 7× Team, 100K+ Paying Users: Inside Make.com’s Hypergrowth!

In this episode, we sit down with Fabian Veit, CEO of Make.com, to talk about what it really takes to scale not just one but two hyperscale SaaS companies - first in a classic enterprise sales-led mot...

11 Nov 202558min

199. Pieter Boon, Co-founder, ImpactPilot - From “Check-Ins” to Impact: How Google’s Playbook Is Transforming CS in B2B SaaS!

199. Pieter Boon, Co-founder, ImpactPilot - From “Check-Ins” to Impact: How Google’s Playbook Is Transforming CS in B2B SaaS!

In this episode, we’re joined by Pieter Boon, Co-founder at ImpactPilot, the customer success intelligence platform built for HubSpot. Pieter shares how he’s helping SaaS companies turn their CS orgs ...

4 Nov 202541min

198. Jakob Lilholm, Co-founder & CEO, Formalize - The S-Curve Bet: How to time product #2 before product #1 peaks?

198. Jakob Lilholm, Co-founder & CEO, Formalize - The S-Curve Bet: How to time product #2 before product #1 peaks?

In this episode, we’re joined by Jakob Lilholm, Co-founder & CEO at Formalize, the Danish-based compliance SaaS that went from a single-point whistleblowing tool to a multi-product GRC platform used b...

28 Okt 202549min

197. Rav Dhaliwal, Investor and Limited Partner, Crane - CS Meets Revenue: AI, Agents, and the New Customer Success

197. Rav Dhaliwal, Investor and Limited Partner, Crane - CS Meets Revenue: AI, Agents, and the New Customer Success

In this episode, we’re joined by Rav Dhaliwal, recovering software exec turned early-stage VC at Crane. A longtime CS leader and board-level advisor, Rav breaks down how AI is reshaping Customer Succe...

21 Okt 202546min

196. Ines Lourenço, VP of Product Growth, Usercentrics. Growth = Product Distribution: How Usercentrics Hit €100M ARR with Activation-First Pods

196. Ines Lourenço, VP of Product Growth, Usercentrics. Growth = Product Distribution: How Usercentrics Hit €100M ARR with Activation-First Pods

In this episode, we’re joined by Inês Lourenco, VP of Growth at Usercentrics, the privacy-led MarTech company that is powering consent on 2M+ websites & apps across 200 countries for 600k customers.  ...

15 Okt 202549min

195. Peter Sunna, CPO, Kognic – How We Win: Why Kognic’s CPO Ditched their Roadmap for a Strategy That Actually Aligns Teams

195. Peter Sunna, CPO, Kognic – How We Win: Why Kognic’s CPO Ditched their Roadmap for a Strategy That Actually Aligns Teams

In this episode, we’re joined by Peter Sunna (ex-Contentful, Commercetools), now leading product at Kognic, an annotation platform that helps cars “see” via camera & LiDAR for ADAS and autonomous driv...

9 Okt 202552min

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