Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. Data alone won’t produce results, but it will help you to contextualize customer behavior and feedback to provide better service faster.

Onboarding KPIs 211

Onboarding KPIs Customer Feedback Data Visualization Customer Experience 211

Userpilot

NOVEMBER 19, 2022

Having trouble deciding which customer service KPI to use? There are some vanity metrics among the KPIs for customer service. So let’s look at the most important KPIs that will help you create strategies to provide superior customer service and boost retention. What are customer service KPIs?

Onboarding KPIs 87

Onboarding KPIs Data Visualization Reporting Tools Customer Experience 87

Userpilot

FEBRUARY 29, 2024

As you’re researching customer analytics platforms, you’ve probably noticed how hard it is to find reliable information on the available solutions. TL;DR Customer analytics platforms are specialized tools that allow you to collect and analyze data. UXCam is a product analytics software optimized for mobile customer insights.

Data Visualization 85

Data Visualization Analytic Tools Feedback Software Reporting Tools 85

Userpilot

AUGUST 29, 2022

Wondering how you can leverage sentiment analysis to improve customer experience? Customers are actively sharing their thoughts on social media and review sites, making these places valuable sources of customer feedback. If you’re ready to get started with customer sentiment analysis, then read on!

Feedback Software 78

Feedback Software Customer Experience Customer Feedback Product Research 78

Userpilot

NOVEMBER 6, 2023

Looking for ways to measure and increase customer growth? Here is what this customer growth guide covers: Customer growth explained: what is it? The top metrics to measure customer growth rate. Proven strategies for attracting users, retaining them , and driving account expansion. What is customer growth?

Onboarding KPIs 77

Onboarding KPIs User Testing Feedback Software Analytic Tools 77

Userpilot

JUNE 28, 2022

Are you wondering what customer experience KPIs and metrics you should track? Choosing the right KPIs can make all the difference when it comes to retaining your customers in the SaaS business. There are eight key CX KPIs that you need to measure. What is customer experience? Let’s get started!

Customer Experience 52

Customer Experience Feedback Software Analytic Tools Onboarding KPIs 52

Userpilot

JULY 26, 2022

Looking for the right retention KPIs to track and improve your customer retention rates? Customer retention is the key ingredient when it comes to growing your SaaS product without having to acquire new customers. So let’s find out what retention KPIs you should start tracking! What is customer retention?

Onboarding KPIs 77

Onboarding KPIs Feedback Software Analytic Tools Customer Feedback 77

Userpilot

JANUARY 23, 2023

Wondering what customer success OKRs are and how they can help your customer success team flourish? With OKRs, you can develop clear strategies to promote product growth and effectively communicate them to your customer success teams. – Use different types of surveys to collect customer feedback.

Feedback Software 73

Feedback Software Analytic Tools Onboarding KPIs Customer Experience 73

Userpilot

SEPTEMBER 7, 2023

Surveys are one of the most effective ways to collect user feedback and actionable product analytics. TL;DR Analyzing survey data can help you identify patterns, get ahead of issues, and make data-driven decisions moving forward to reduce churn while improving customer satisfaction. Which survey delivery method is best?

Analytic Tools 76

Analytic Tools Data Visualization Feedback Software Product Research 76

The Product Coalition

JULY 19, 2022

Let’s discuss ways to build strategies for high-value customers and work towards establishing a great product experience Who are high-value customers High-value customers are users who have already subscribed, signed up to your product, or own some of your products if you have many products in your ecosystem.

User Friction 121

User Friction Customer Experience User Testing Customer Feedback 121

Userpilot

OCTOBER 4, 2022

UX KPIs, or user experience key performance indicators, are essential numerical data points that are used to track, measure, and compare the experience users have with your SaaS product. User experience (UX) involves all aspects of user interactions with your product.

Analytic Tools 95

Analytic Tools Research Software Feedback Software Data Visualization 95

Userpilot

FEBRUARY 15, 2022

Are you looking for ways how to increase monthly active users for your SaaS? In this article you’ll learn: What monthly active users (MAUs) are and why you should care. 6 ways to turn passive customers into engaged users. The best user engagement tools to use to turn new users into active users.

Feedback Software 90

Feedback Software Analytic Tools User Testing Onboarding KPIs 90

Gainsight

MARCH 12, 2024

This is a very exciting time to be in the Customer Success (CS) profession. As economies and customer expectations shift and evolve, we as CS professionals need to evolve with them. It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc.

Data Visualization 52

Data Visualization Customer Feedback Customer Experience KPI 52

Intercom, Inc.

OCTOBER 16, 2018

But KPIs carry the risk of seeming impersonal. When I first started to work at Intercom as a Customer Support Representative (CSR), KPIs were completely foreign to me. What KPIs should you track? Customer satisfaction (CSAT) scores. First response time. Average resolution time.

Weak Development Team 154

Weak Development Team Customer Experience User Testing Customer Feedback 154

Userpilot

APRIL 23, 2021

Looking for user persona examples to inspire your research, or (product) marketing strategy? Creating a user persona can be hard sometimes. In this article, we’ll take a quick look over what a user persona is and how to create one. What is a user persona? How to create a user persona?

Analytic Tools 97

Analytic Tools Feedback Software Research Software User Testing 97

Userpilot

DECEMBER 13, 2021

Wondering which product management KPIs help you get better product growth insights ? Among the plethora of responsibilities that SaaS Product Managers have, defining and tracking KPIs probably is the most influential towards guiding future product development. But how do you know if you’re tracking the right KPIs?

Onboarding KPIs 90

Onboarding KPIs Analytic Tools Feedback Software Data Visualization 90

Usersnap

OCTOBER 6, 2021

User behavior analytics are part of the puzzle for a SaaS company’s success. They unlock the insights, both said and unsaid, by customers, and create better product decisions for customers over time. We’re going to discuss user behavior, and give some context to make it clear how and when to use it.

Analytic Tools 52

Analytic Tools Data Visualization Feedback Software User Testing 52

Userpilot

JANUARY 16, 2024

From analyzing market trends to churning user needs and technical feasibility into golden product ideas, there are many benefits of ChatGPT for product managers. TL;DR The machine learning-powered ChatGPT can help product managers generate ideas, conduct market and user research , analyze data (app store reviews, user feedback, etc.),

ChatGPT 83

ChatGPT Data Visualization Onboarding KPIs Research Software 83

Userpilot

NOVEMBER 18, 2023

Customize data points. Select the date range for the time periods you want to analyze. Use the previous time period option to compare data values visually. You can even use the date field to set a custom start date if none of the aforementioned suits your purpose. Determine the right analysis report to use.

Data Visualization 80

Data Visualization Onboarding KPIs Analytic Tools Customer Experience 80

Userpilot

JANUARY 16, 2023

As such, building out a well-optimized feature adoption funnel should be a top priority regardless of the number of users you currently have. Feature adoption rates show the user adoption rate of a new feature or existing feature. Feature adoption measures how engaged users are with a particular feature of your software product.

Onboarding KPIs 83

Onboarding KPIs Analytic Tools Feedback Software Data Visualization 83

Userpilot

MAY 23, 2022

The number of signups, demos, and product qualified leads are the main metrics in the acquisition stage that help you where your new users are coming from, how much money you spent to acquire them, etc. Customer churn and customer retention rate are the most important metrics in the retention stage. What are funnel metrics?

Onboarding KPIs 87

Onboarding KPIs Feedback Software Customer Experience Customer Feedback 87

Userpilot

DECEMBER 7, 2022

The three main types of KPIs are quantitative, qualitative, and leading KPIs. Revenue, marketing , sales, and customer success KPIs should be measured by different departments responsible for these functions. Using exit surveys to understand why customers leave and offer alternatives to avoid churn. Leading KPIs.

Onboarding KPIs 81

Onboarding KPIs Data Visualization Customer Experience Customer Feedback 81

Userpilot

NOVEMBER 24, 2022

Dave Chaffey, co-founder and content director of Smart Insights. The four stages of the RACE framework implement marketing strategies to Reach new customers, encourage them to Act or interact with your website or social media pages, drive Conversion , and boost long-term Engagement. What is a RACE marketing model? Engage stage.

Feedback Software 91

Feedback Software Analytic Tools Framework Onboarding KPIs 91

Userpilot

OCTOBER 26, 2023

For custom software development in-house, consider factors like development, implementation, maintenance costs, staff onboarding , and missed opportunities. KPIs for measuring ROI include the cost of ownership, implementation costs, time to value , risks associated, and return on time saved. What is the ROI of software?

Analytic Tools 96

Analytic Tools Feedback Software Research Software Onboarding KPIs 96

Userpilot

JANUARY 17, 2023

Value realization can make the difference between a customer who unsubscribes and a customer who becomes a brand advocate. If you want to build a loyal customer base and nurture product growth , your focus should be spent on making users realize the value of your product as soon as possible—which might be trickier than you think.

Feedback Software 86

Feedback Software Research Software Onboarding KPIs Customer Experience 86

Userpilot

MAY 17, 2021

With so many product growth insights available to every product marketer, it’s sometimes hard to understand which metrics are relevant and which you should be tracking to measure the success of your product marketing. What is a Product Marketing KPI metric? Product Marketing KPIs vs Product Marketing OKRs.

Onboarding KPIs 91

Onboarding KPIs Analytic Tools Feedback Software Product Marketing 91

ProductPlan

AUGUST 7, 2020

Flash forward fifteen years later, and I’m the Director of Product Management at HG Insights. I worked 9+ years in software development, leading sizeable cross-functional engineering teams across time zones. Depending on the company, experience, team structure, and business dynamics, the expectations could vary.

Engineering 107

Engineering Leadership Customer Experience Feedback Software 107

Userpilot

MARCH 2, 2022

To implement your OKR strategy, you should follow 5 steps: set vision, choose OKRs, review OKRs progress, create feedback loops, and make reports. Some OKR examples include customer success , marketing , sales, and product management OKRs. customer expectations) or quantitative (e.g., OKR vs KPI vs Metrics. OKRs example.

Feedback Software 97

Feedback Software Onboarding KPIs Reporting Tools Product Research 97

Userpilot

AUGUST 30, 2021

Some analytic tools are confusing, some are difficult to use, and some are downright irritating, making it hard to access the product growth insights you need. Product analytics is user-centric data that reflects how your customers engage and interact with your product. Let's get started… TL;DR.

Data Visualization 89

Data Visualization Analytic Tools Feedback Software Reporting Tools 89

Userpilot

JULY 27, 2023

UX Designer: Responsible for understanding the unique needs and requirements of SaaS users and designing the user interface and experience of SaaS products. Customer Success Manager: This person is responsible for customer relationships and experience as well as acting as the voice of the customer.

Research Software 89

Research Software Feedback Software Analytic Tools Onboarding KPIs 89

Imaginary Cloud - Design

APRIL 7, 2021

User Experience is a key factor regarding the success of a digital product, and the main ingredient to an excellent UX lies in a thorough user-centered approach. In other words, it is crucial to a product's success to consider who the users are, as well as their motivations and goals. Interested in getting a UX Audit?

Research Software 63

Research Software UX Customer Experience Feedback Software 63

The Product Coalition

MARCH 17, 2020

At the same time, this process has to remain flexible and driven by vision and creativity. For others, a successful launch means starting with a customer base of at least 100 users. When you set them, keep in mind that they have to be: Specific, Measurable, Achievable, Realistic, and Timely. But what does that even mean?

Onboarding KPIs 98

Onboarding KPIs Analytic Tools Feedback Software Data Visualization 98

The Product Coalition

OCTOBER 23, 2023

You’ve sat down together and agreed to reconnect and spend quality time driving from the Washington DC area down to Disney World in Florida. This will help achieve your goals of family connection and creativity while also limiting screen time to no more than 30 minutes a day. KPIs KPIs are our “Key Performance Indicators.”

Strategy 98

Strategy Customer Experience KPI Data Visualization 98

Userpilot

JUNE 15, 2022

Learning to differentiate between the two can help you understand your SaaS business in greater depth and drive customer retention. Net Revenue Retention is the percentage of revenue that you retain from existing customers within a particular period. NPR’s insights are excellent for expanding your customer base.

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization Onboarding KPIs 52

Userpilot

NOVEMBER 23, 2023

TL;DR Cohort analysis involves tracking and analyzing how different groups of users with common characteristics behave inside the product. User acquisition cohorts consist of customers who signed up for the product or purchased a subscription within the same time period, for example, a week. What is cohort analysis?

Analytic Tools 52

Analytic Tools Data Visualization Onboarding KPIs Reporting Tools 52

The Product Coalition

JUNE 9, 2022

At the same time, a job position like this might cover different angles of responsibilities. Active App Users You can segment and track active app users by: DAU: Daily Active Users?—?the MAU: Monthly Active Users?—?the Weekly active users (WAU) and Daily active users (DAU) on the UXCam Dashboard.

Onboarding KPIs 78

Onboarding KPIs Analytic Tools Data Visualization Customer Experience 78

Gainsight

AUGUST 27, 2021

Your company leaders have ideas, fellow employees have opinions, and customer data is flooding every screen you have. How do you know which KPIs are worth your time? We’ve picked out the best product management KPIs to track if you want to back decisions, focus priorities, secure buy-in, and prove product ROI.

Customer Experience 52

Customer Experience Data Visualization Reporting Tools Product Management 52