Userpilot

SEPTEMBER 10, 2022

Even a successful business will lose customers at some point. In the business world, there’s a term used to describe the rate at which customers stop using a product or service — customer churn. More importantly, you’ll learn how to deal with customer churn, whether involuntary or not.

Feedback Software 95

Feedback Software Analytic Tools Customer Experience User Testing 95

Userpilot

JANUARY 31, 2023

An effective customer activation funnel can be an extremely powerful way to channel new customers through your product and get them to experience value fast. In this article, we’ll explore what customer activation is, how to unlock it within your own product, and the best tactics, techniques, and onboarding tools for the job.

Customer Experience 92

Customer Experience Analytic Tools User Testing Customer Feedback 92

Userpilot

MARCH 31, 2022

You might be wondering how “velocity” factors into SaaS when you read about it in physics. Many SaaS companies don’t give enough importance to the SaaS velocity metric, yet it’s one of the key sales metrics. The SaaS sales velocity is a measure of how quickly your sales team can turn a sales opportunity into a closed-won deal.

Customer Experience 93

Customer Experience Onboarding KPIs User Friction B2B 93

Userpilot

JUNE 20, 2023

In Step 4, you seek customer insights and run experiments to assess user interest. If you’re launching a brand-new product and have no user base, build a landing page and collect the contact details of prospective customers to gauge their interest. Are there enough users who are ready to pay for a solution to the problem?

User Testing 90

User Testing Product Research Feedback Software Customer Feedback 90

Userpilot

JANUARY 26, 2023

What do you need customer empathy for? TL;DR Customer empathy is putting yourself in your customers’ shoes to better understand their problems and make it a part of your company culture to develop solutions that satisfy them on practical and emotional levels. Customer empathy is not limited to empathy in customer service.

User Testing 95

User Testing Product Research Customer Feedback Customer Experience 95

Userpilot

JULY 25, 2022

Companies that are proactive about customer loyalty will eventually build a pool of die-hard fans. These customers will be committed to the brand and not easily swayed by availability, price, or any juicy offer from competitors. Account expansion is easier with existing customers than with new users. What is customer loyalty?

Analytic Tools 95

Analytic Tools Feedback Software User Testing Customer Feedback 95

Userpilot

MAY 8, 2023

While product growth may seem as simple as “attract customers to your Software-as-a-Service solution” there are countless SaaS challenges and customer issues that you’ll need to overcome along the way. As the number of software tools and subscriptions increase, so too do the expectations of SaaS customers.

Analytic Tools 97

Analytic Tools Research Software Data Visualization Onboarding KPIs 97

Userpilot

JANUARY 29, 2023

Product teams should invest in validation when developing the MVP. The Kano Model looks at feature ideas from the user perspective and enables you to determine if users need the feature and are willing to pay for it. In other words, whether there are enough people ready to pay for it to justify the development costs.

User Testing 96

User Testing Product Research Framework Feedback Software 96

Userpilot

FEBRUARY 4, 2022

We’ll also go over how to improve essential SaaS sales metrics like customer acquisition cost, annual recurring revenue, average purchase value, and expansion MRR so you can make the most out of your SaaS product. Nurturing new customers is the best way to reduce churn and increase expansion revenue.

Feedback Software 97

Feedback Software Research Software Reporting Tools Onboarding KPIs 97

Userpilot

JANUARY 25, 2022

If you’ve released an innovative new product update, you may need to study the art of new feature onboarding before your customers want to use it. Sometimes they won’t know where the new feature is; other times, they might see it, but not appreciate why it’s valuable to them. Let me explain. Why would they?

Research Software 91

Research Software Customer Experience User Testing Product Research 91

Userpilot

OCTOBER 4, 2022

Laggards (16%) avoid change and adopt new solutions only when they have no choice. The theory is used in product management , but innovations don’t necessarily need to be products. They don’t get discouraged by bugs , missing features, or patchy UI as long as they have a chance to use the product before everybody else.

Feedback Software 95

Feedback Software User Testing Product Research Customer Feedback 95

Userpilot

DECEMBER 20, 2022

This makes it crucial for them to map their marketing efforts based on the customer journey and grow the business efficiently. A marketing funnel is a visualization of a customer’s journey with your business, from acquiring them to turning them into loyal brand advocates. What is a marketing funnel?

Feedback Software 96

Feedback Software Analytic Tools Customer Experience Customer Satisfaction 96

Userpilot

JANUARY 12, 2023

You’ll struggle to boost user engagement and retention if you don’t clearly define what an engaged user is. Enhanced user engagement helps to: Increase your base of loyal customers. Increase customer retention rate. Use an onboarding checklist to engage new customers. Celebrate customer success.

Feedback Software 97

Feedback Software Analytic Tools Customer Experience Customer Feedback 97

Userpilot

JANUARY 12, 2023

When your customers have a question, they expect a fast response. After-hours support in the form of self-service content can help your SaaS improve customer satisfaction. TLDR; After-hours support is customer support provided outside of normal business hours, such as at night, during the weekend, or during holidays.

Embedded Analytics 91

Embedded Analytics Customer Experience Customer Satisfaction Software Review 91

The Accidental Product Manager

MARCH 15, 2021

Facebook is making a bet on serving customers who are unbanked Image Credit: Antana. They would like to use this new way of making payments to bring financial services to the hundreds of millions of people who don’t currently use banks or other traditional financial institutions. Right now, 1.7

Product Management 123

Product Management Product Manager Government Banking 123

Userpilot

MAY 24, 2022

Customer acquisition, engagement, retention are essential ingredients for growing a SaaS company. From buying to post-purchase, there are five customer lifecycle stages: Acquisition, Activation, Retention , Referrals, and Revenue. Customer acquisition is the process of getting new customers for your business.

Analytic Tools 94

Analytic Tools Onboarding KPIs Customer Experience User Testing 94

Userpilot

JULY 2, 2022

While a price increase announcement can be seen as negative news for your customers, communicating it right will help you ease the tension and retain your customers. In this article, we’ll cover everything you need to know on how to announce pricing updates without losing customers. What is a price increase announcement?

User Testing 95

User Testing Feedback Software Customer Experience Customer Feedback 95

Userpilot

JUNE 2, 2023

By regularly tracking them, you can improve your in-app experience and drive higher feature adoption —which translates to more retention and customer loyalty. TL;DR Product adoption occurs when new users understand the value of your product and begin using it as intended. Book a demo to learn more today ! What is product adoption?

Onboarding KPIs 87

Onboarding KPIs Analytic Tools Customer Experience Product Research 87

Userpilot

MARCH 9, 2023

You can also easily create in-app guides and customize them in the Visual Design Studio. It’s invaluable when it comes to identifying friction points and boosting conversions. You can filter the data using a range of criteria and get detailed insights about retained and dropped customers. Pendo Free in-app guides.

Data Visualization 94

Data Visualization Software Review Analytic Tools Feedback Software 94

Userpilot

DECEMBER 19, 2022

However, getting the attention of your target customers with B2B marketing strategies is a lot harder. Customer acquisition costs, retention /churn rates, net promoter scores, and monthly recurring revenue growth are the main KPIs you can use to measure your B2B marketing performance. What are B2B marketing examples?

B2B 103

B2B User Testing Research Software Analytic Tools 103

Userpilot

JANUARY 11, 2022

From a SaaS point of view, a poor user experience can sometimes mean the loss of a paying customer , or perhaps hundreds of them. If you make new features open in a new tab every time, you’ll disrupt your onboarding automation and disorientate your customer. Don’t block the rest of the UI with your tooltip text box.

Analytic Tools 104

Analytic Tools Research Software UX Customer Experience 104

Userpilot

MARCH 30, 2022

Product adoption and customer engagement are not the same. Your customers must stay engaged with your product so you can earn revenue from your SaaS company. However, engagement alone isn’t enough. Your customers need to be aware of all existing or new features relevant to them and adopt them down their customer journey.

Onboarding KPIs 94

Onboarding KPIs Analytic Tools Data Visualization Customer Experience 94

Userpilot

APRIL 28, 2023

A user has reached ‘adoption’ when they start paying for your services. Implementing a product adoption framework can help you slash your churn rate and prevent people from leaving your product, transform your customers into your best marketing tool, and boost expansion revenue. What is a product adoption framework?

Analytic Tools 88

Analytic Tools Feedback Software Framework Onboarding KPIs 88

Userpilot

JUNE 26, 2023

Choosing the right feature request prioritization framework enables product teams to make informed decisions and deliver the maximum customer value possible, especially when resources are limited. It also looks into factors that you need to consider when choosing one. Pros and Cons Focus on customer needs and satisfaction.

Framework 91

Framework Feedback Software Onboarding KPIs User Testing 91

Userpilot

JANUARY 18, 2023

TL;DR Product-led growth brings lower acquisition costs, shorter sales cycles, higher retention rates, and more satisfied customers. As such, marketers need to work very closely with customer success and product teams. Market Product-led growth won’t be an applicable customer acquisition strategy in every market.

Analytic Tools 95

Analytic Tools Feedback Software Onboarding KPIs Marketing 95

Userpilot

AUGUST 14, 2023

TL;DR Survey bias occurs when feedback deviates due to the influence of a surveyor or respondent leading to inaccurate feedback collection. Survey bias occurs when feedback deviates based on influences from the surveyor and/or respondent. Analyzing user sentiment is an essential step for all product developers and marketers to take.

Product Research 73

Product Research Data Visualization User Testing Customer Feedback 73

Userpilot

NOVEMBER 18, 2021

Feel free to use this post as a resource to deepen your understanding of Aha Moments and how you can create them for your own customers. Defined as the instant when a customer understands the value of your product, the Aha Moment is an important precursor to user activation and retention. It doesn't just apply to new users.

Analytic Tools 96

Analytic Tools Research Software Feedback Software User Testing 96

Userpilot

MARCH 17, 2022

End-user training is all about educating customers on what software offers and how they can maximize their usage. End-user training helps people instantly see the benefits of a product, reduces churn , and improves customer loyalty, among other things. and don’t forget to collect feedback and improve!

Analytic Tools 105

Analytic Tools Feedback Software User Testing Customer Experience 105

UX Studio: Product Management

JUNE 8, 2021

As it turned out, the best programmers paired with the best designers don’t necessarily make the best product team. In this blog post, I will tell you what I learned the hard way: why it’s not enough to select awesome people, give them freedom, and let them figure things out. But it was not working as I expected.

Engineering 98

Engineering Software Review Customer Experience Systems Review 98

Userpilot

SEPTEMBER 16, 2022

How can customer lifecycle segmentation help you boost user engagement and drive retention? Customers not only need to experience the core value of your product but also get repeated value from it. This increases retention by strengthening customer relationships with your brand. What is customer lifecycle? Conversion.

User Testing 84

User Testing Customer Feedback Customer Experience Data Visualization 84

Userpilot

APRIL 10, 2023

The benefits of the freemium model include lower customer acquisition costs and access to vast amounts of customer data. Contextual upgrade prompts are more likely to convert users because they appear when the user experiences the need. Freemium customers have access to limited functionality.

Feedback Software 84

Feedback Software Analytic Tools User Testing Strategy 84

Userpilot

OCTOBER 6, 2023

It attracts people (who’d otherwise be strangers) to become your customers. It helps you visualize the customer journey. TL;DR A B2B marketing funnel is a framework that helps product marketers streamline the customer journey, from their initial awareness of your product until they finally make a purchase.

B2B 102

B2B Analytic Tools Feedback Software Data Visualization 102

Userpilot

JULY 26, 2022

SaaS businesses tend to have heterogeneous customer bases, which means you will probably have customers with different needs. Goals in SaaS are conversion points along the customer journey that you want your users to reach. A goal is like a milestone that you want your customers to reach. Goal examples.

Customer Feedback 93

Customer Feedback Customer Experience User Testing Feedback Software 93

Userpilot

JANUARY 14, 2023

To measure product success , use a range of engagement metrics (feature usage rate or product adoption rate), customer satisfaction metrics ( CSAT or NPS ), retention metrics ( customer retention rate , customer churn rate ), or revenue metrics ( CAC and CLV ). Feature backlog prioritization based on customer needs.

Feedback Software 96

Feedback Software Research Software Product Research User Testing 96

Userpilot

FEBRUARY 21, 2023

User adoption is essential for B2B SaaS companies, as it helps customers to learn about your product, adopt features , stick around, and nurture product growth. And your role at a customer success team? TL;DR User adoption is the journey in which a customer becomes a regular user of your product and makes it part of their life.

Analytic Tools 85

Analytic Tools Feedback Software Research Software Data Visualization 85

Userpilot

FEBRUARY 9, 2023

The goal of product optimization in SaaS is to create a product that effectively addresses customer pain points and provides a smooth user experience , translating into increased adoption , customer loyalty , and overall product success. If you don’t, you’ll never be able to finish and ship the update.

Product Research 90

Product Research User Testing Feedback Software Analytic Tools 90

Userpilot

AUGUST 15, 2021

Studies have shown that acquiring new customers is 5 – 25 times harder than retaining existing ones. A key reason why customer engagement metrics are important to successful SaaS businesses. Measure engagement by customer engagement score and personalize engagement experiences. What are customer engagement metrics?

Feedback Software 98

Feedback Software Analytic Tools Onboarding KPIs Customer Experience 98