The Secret PM Handbook

MAY 5, 2017

One of the most challenging questions about product management has been – in my experience – “What is Product Management?”. Product” involves things like: Requirements or user stories or features. And indeed, as a product manager “product” is where you spend a lot of your time, typically. Our products solve problems for users.

Framework 302

Framework User Testing Product Management Product Manager 302

The Secret PM Handbook

OCTOBER 21, 2017

We product managers are always told that we need to spend a lot of time with customers, and with the market, to create successful products. It’s challenging to find the signal – market problems – in the noise – our conversations with customers and prospects. It’s vague and aspirational.

Customer Experience 150

Customer Experience Data Visualization Framework Article 150

Lenny Rachitsky

APRIL 18, 2024

Brought to you by: • Eppo —Run reliable, impactful experiments • Vanta —Automate compliance. During his time at YC, he’s advised more than 35 YC unicorns, including DoorDash, Amplitude, Webflow, and Retool, and has worked across 21 different YC batches.

Startups 87

Startups Feedback Software Crowdsource Customer Feedback 87

Product Innovation Educators

MARCH 27, 2023

After working in R&D, Finance, Sales, and Marketing she focused her career on various areas of innovation and new product development. The award started in 1988, and in 2004 the OCI committee was asked to write a chapter for the PDMA Handbook of New Product Development about the OCI award. They call it their innovation recipe.

User Testing 83

User Testing Crowdsource Healthcare Finance 83

Gainsight

APRIL 13, 2022

One of the biggest reasons is this: Product-led approaches can plummet your customer acquisition costs. Wondering how exactly product-led growth slims down customer outreach spending? In this article, we dig into the product-led approach and list the four ways it can lower your customer acquisition costs.

Customer Experience 52

Customer Experience Software Review Branding Reporting Tools 52

Gainsight

APRIL 21, 2022

Though the past two years were some of the most challenging times for businesses, it did not stop one of the most difficult seasons from producing hypergrowth for product-led companies. We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. Product Experience . Product Led Growth.

Customer Experience 52

Customer Experience Data Visualization Analytic Tools User Testing 52

Intercom, Inc.

DECEMBER 10, 2018

All your messaging is marketing, both before and after the sale. So in-app marketing is especially key to engaging and retaining the users you’ve worked so hard to acquire. What is in-app marketing, anyway? What is in-app marketing, anyway? Why you need an in-app marketing strategy.

Feedback Software 137

Feedback Software Analytic Tools User Testing Marketing 137

Intercom, Inc.

MARCH 13, 2019

During your first wave of growth, your initial customers are very important. As you reach your next wave of growth, you need to continue to invest in those customers and in that product, and recognize that, in order to keep growing, you need that product to appeal to more people. How to expand your market.

Marketing 171

Marketing User Testing B2C Enterprise 171

Userpilot

NOVEMBER 3, 2022

Not implementing it is like having a retail business and wondering if your customers will like a touch of e-commerce. Read on and see the amazing ways a knowledge base can help you drive customer satisfaction and retention. There are two main types of knowledge bases: external (for customers) and internal (for employees).

Analytic Tools 98

Analytic Tools Feedback Software Customer Communications Data Visualization 98

Userpilot

APRIL 9, 2024

What are the best onboarding platforms available on the market in 2024? Do you need it to support customer or employee onboarding processes? TL;DR Onboarding platforms allow organizations to design personalized onboarding experiences that enable new users to realize the product value. This depends on your use case.

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Customer Communications 52

The Product Cafe

JANUARY 18, 2024

Now is the perfect time to take action and start making those changes!✨ We've been following them for a long time and are really grateful for their unique insights. Renowned for her practical approach to aligning product, marketing, and sales strategies. ✨ Even before this year started, our team was super busy.

Artificial Inteligence 52

Artificial Inteligence Technical Advisors Customer Experience Certifications 52

The Secret PM Handbook

MAY 5, 2017

One of the most challenging questions about product management has been – in my experience – “What is Product Management?”. Product” involves things like: Requirements or user stories or features. And indeed, as a product manager “product” is where you spend a lot of your time, typically. Our products solve problems for users.

Framework 150

Framework User Testing Product Management Product Manager 150

The Secret PM Handbook

MARCH 28, 2018

In my articles about go to market , I always mention the importance of “customer stories.” These stories are a critical component of the knowledge that product management can provide to sales and marketing and sales engineers to help ensure sales success. We now explicitly say we were losing market share to competitors.

Customer Experience 207

Customer Experience Weak Development Team Demo Agile 207

The Secret PM Handbook

OCTOBER 9, 2018

So, how do we turn being co-opted by sales into big wins for the company’s products over time? We’ll start with some assumptions: Let’s assume your product solves a significant problem, better than alternatives, for a particular segment, and you have some successful customers. Follow the rules.

Sales Training 170

Sales Training User Testing Differentiation Customer Experience 170

The Secret PM Handbook

NOVEMBER 29, 2017

In my last post I talked about the importance of “talking to customers.” ” In that post I focused especially on what you do with the market discovery knowledge you get from customers once you found it. Even if you aren’t (yet) an expert in your product, talking to customers one of the best ways to create value.

Product Research 150

Product Research Marketing Download Customer Experience 150

Lenny Rachitsky

APRIL 7, 2024

Brought to you by: • Orb —The flexible billing engine for modern pricing • Dovetail —Bring your customer into every decision • Vanta —Automate compliance. Claire has founded and managed two other companies, Pretty HQ and Experiment Engine, the latter of which Optimizely acquired in 2017.

User Testing 55

User Testing Customer Feedback Feedback Software Customer Experience 55

The Product Coalition

JANUARY 11, 2023

Photo by Balázs Kétyi on Unsplash I have been scrutinizing and reflecting for a long time, on what a product manager should do and need. When I start to learn about product management, it seems PMs do a lot of things related to data, research, user experience, and dealing with other teams such as design, engineering, etc.

Feedback Software 104

Feedback Software Research Software User Testing Technical Review 104

The Secret PM Handbook

MARCH 28, 2018

In my articles about go to market , I always mention the importance of “customer stories.” These stories are a critical component of the knowledge that product management can provide to sales and marketing and sales engineers to help ensure sales success. We now explicitly say we were losing market share to competitors.

Customer Experience 170

Customer Experience Demo Agile Article 170

Gainsight

JUNE 17, 2022

Without the right data and cross-functional agreement on key performance indicators (KPIs), you risk spending your resources in the wrong place and missing the opportunity to capture and quantify your product-led efforts. Like customer success, product-led growth strategies were born out of a need to optimize SaaS companies.

Onboarding KPIs 52

Onboarding KPIs Data Visualization Analytic Tools Research Software 52

Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. Consumer expectations of real-time interactions online are exposing some real human limitations.

Analytic Tools 150

Analytic Tools Research Software User Testing Customer Experience 150

Intercom, Inc.

FEBRUARY 14, 2019

Over the years, I’ve learned a lot through both successes and failures, and these are my top 5 strategies in scaling SaaS businesses from $1M to $500M in revenue: Expand your market. Figure out how your product can solve the problem you originally solved, but for a broader set of customers. Find product market fit again and again.

Strategy 188

Strategy User Testing Download Product Research 188

Gainsight

NOVEMBER 10, 2021

Here’s a quick look at why product-led growth is becoming so popular: The SaaS market has morphed. . With customers testing your product out right away and competition on the rise, delivering value is a must. Product improvements are essential to selling your product and keeping customers on board. . Encourage adoption.

Data Visualization 52

Data Visualization Analytic Tools Embedded Analytics Feedback Software 52

Userpilot

MARCH 18, 2021

A successful customer retention strategy requires constant iteration and innovation to keep up with an ever-changing SaaS market environment. It’s also not like customer retention is the business of only one department. Why does retention management take so much time and effort?

Feedback Software 52

Feedback Software Research Software User Testing Customer Experience 52

Gainsight

NOVEMBER 16, 2021

It challenges the traditional sales and marketing funnel, where you cast a wide net and hope new leads will swirl down conversion paths to a sale. Instead, the product-led flywheel focuses on the user experience at different stages of the user’s journey. Active customers. Loyal customers.

Analytic Tools 52

Analytic Tools Feedback Software Product Research Onboarding KPIs 52

The Secret PM Handbook

FEBRUARY 9, 2018

” Does your salesforce complain “We don’t get enough leads from Marketing, and the leads we get aren’t any good?”. If this is happening – and often it is – your company will have a hard time making the number of sales you need to be successful. Marketing Uses Product Knowledge To Know Who To Target.

Data Visualization 186

Data Visualization Reporting Tools Research Software User Testing 186

The Secret PM Handbook

JUNE 16, 2017

After each sprint the team spends a short amount of time reviewing what went well, what could be improved, and what they should stop doing. 20% improvements aren’t interesting to people, whether they’re your customers or your team members. And I can assure you that our customers cared a lot about having less downtime.

Data Visualization 186

Data Visualization Customer Experience Research Software User Testing 186

The Secret PM Handbook

OCTOBER 21, 2017

We product managers are always told that we need to spend a lot of time with customers, and with the market, to create successful products. It’s challenging to find the signal – market problems – in the noise – our conversations with customers and prospects. It’s vague and aspirational.

Customer Experience 170

Customer Experience Data Visualization Framework Article 170

Product Innovation Educators

APRIL 10, 2023

The steps in ranking and valuing Jobs-to-be-Done—for product managers We have talked a few times about Jobs-to-be-Done in past episodes. It is a customer discovery tool for uncovering the unmet needs of customers—the tasks they want to complete or objectives they want to achieve. This allows you to create very good market fit.

User Testing 91

User Testing Healthcare Product Research Artificial Inteligence 91

Product Innovation Educators

SEPTEMBER 23, 2019

The author of The Secret Product Manager Handbook , Nils Davis, joins us to discuss his tips for better presentations. He knows a lot about product management and communication, leveraging his experience as a tech writer before becoming a product manager. It’s not about you, it’s about what your users need.

Presentation 77

Presentation Customer Experience Books Product Management 77

The Product Coalition

OCTOBER 22, 2018

My talk from this year’s SaaStock conference in Dublin We had a great time as Silver sponsors at SaaStock 18 over in Dublin this year. Brilliant meeting so many new people and catching up with so many Receptive customers too. It was called: F Customer Feedback Video will be available soon too. I hope you like the catchy title.

User Testing 60

User Testing Feedback Software Customer Feedback User Friction 60

The Secret PM Handbook

AUGUST 4, 2017

We find and validate market problems for which customers will pay for a solution. And then we take the solutions to market. Finding market problems. Over the years I’ve written quite a bit about finding and validating market problems. How Badass Are You At Finding And Validating Market Problems?

Framework 150

Framework Product Management Product Manager Weak Development Team 150

The Secret PM Handbook

NOVEMBER 29, 2017

In my last post I talked about the importance of “talking to customers.” ” In that post I focused especially on what you do with the market discovery knowledge you get from customers once you found it. Even if you aren’t (yet) an expert in your product, talking to customers one of the best ways to create value.

Product Research 170

Product Research Marketing Download Customer Experience 170

Userpilot

JULY 13, 2021

Too often, they are conflated with product tours , leaving the customer confused as to why they are being shown features they don’t need. SaaS companies use walkthroughs to onboard new users, highlight secondary features , and train new staff. The best walkthrough software on the market is Userpilot.

Analytic Tools 98

Analytic Tools Onboarding KPIs Customer Experience Data Visualization 98

The Secret PM Handbook

APRIL 11, 2017

The customer’s perspective. Of course, the customer cares zero, not one iota, NOTHING, about your problems with making money. But customers do care about something. In so many words, the customer has a problem. The problem is costing the customer some amount of money or time or business friction.

Customer Experience 199

Customer Experience User Testing Customer Feedback Feedback Software 199

Product Innovation Educators

JULY 17, 2023

When you have no absence of customer or user problems, if you’re reasonably intelligent, you can usually come up with the inventions and the necessary breakthrough new products. There are many risks and uncertainties like the supply chain, market size, and expected profitability. They had to invent all those things.

Telecommunications 94

Telecommunications Research Software Feedback Software User Testing 94

The Product Coalition

AUGUST 26, 2019

There were many product lines and different versions of the same products made to meet different customer needs. As markets become more segmented, companies scale by trying to meet segmented needs. Modularization can manage the complexity and customization in product development. cutting it by 70%.

Feedback Software 60

Feedback Software Customer Experience User Testing Data Visualization 60

Gainsight

AUGUST 5, 2022

Imagine you are a Customer Success Manager (CSM), and you wonder what the future holds for you. You learned about other roles where your experience in CS can be a springboard for those positions. Let’s begin with what makes you unique as a customer success professional. Using data and playbooks to mitigate customer risks.

Reporting Tools 59

Reporting Tools Feedback Software Technical Advisors Data Visualization 59