Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Onboarding KPIs 105

Onboarding KPIs Customer Experience Customer Feedback Feedback Software 105

Userpilot

MAY 20, 2024

To design an effective SaaS customer experience, you need to remove the barriers that prevent users from realizing the value of your product. But how exactly can you build a seamless user experience that increases product engagement and growth? Use product analytics to measure your customer experience and iterate your strategy.

Customer Experience 84

Customer Experience Analytic Tools Feedback Software User Testing 84

Userpilot

MAY 21, 2024

Activation : When new users become active users through onboarding processes or live demos. Adoption : The phase where customers start using your product regularly. Expansion and Advocacy : When customers purchase additional products through upsells , and share their positive experiences.

Data Visualization 89

Data Visualization Customer Experience User Testing Customer Feedback 89

Userpilot

JANUARY 26, 2023

Building loyalty is essential to retain customers, drive word-of-mouth, and nurture product growth. Thankfully, there are metrics you can use to expand your field of view and estimate how loyal your customers are. There are ten metrics you can use to measure customer loyalty. How do you measure customer loyalty?

Analytic Tools 92

Analytic Tools Feedback Software Onboarding KPIs Customer Experience 92

Userpilot

MARCH 7, 2022

A smooth onboarding process is like the key to a puzzle. It unlocks customer engagement, starts the customer relationship on the right foot, and ensures that customers continue using the product the right way for a long time to come. Customer onboarding helps customers realize the full value of the product.

Onboarding KPIs 84

Onboarding KPIs Customer Experience Customer Feedback User Testing 84

Userpilot

FEBRUARY 20, 2024

What is a data product roadmap? What roadmap metrics should you be tracking? We also share software products you can use to create a foolproof product roadmap and drive product-led growth. The difference between a data product roadmap and the traditional approach is the former relies heavily on data.

Data Visualization 86

Data Visualization Feedback Software Research Software User Testing 86

Userpilot

AUGUST 21, 2021

Wondering why your shiny new features are not getting enough user engagement? After spending months building a new feature, it is such a bummer to see users not adopting it as much as you thought they would. A product is only as good as its features. This is once they are engaged with the core features.

Feedback Software 98

Feedback Software Analytic Tools Onboarding KPIs Product Research 98

Userpilot

OCTOBER 11, 2021

Tired of tracking retention metrics that get you nowhere? To achieve that, you need to first have an accurate idea about how your product is performing. In this article, we’re covering 10 of the most important retention metrics you need for your SaaS business, and how you can improve each of them to have increased revenue.

Onboarding KPIs 86

Onboarding KPIs Feedback Software Analytic Tools Research Software 86

Intercom, Inc.

MARCH 16, 2021

With the right strategy and proactive support tools – think Outbound Messages , Product Tours , Mobile Carousels , and Banners – you can alert customers to known issues, like delivery delays, bugs in your product, and website downtime. Download The Ultimate Guide to Conversational Support.

Data Visualization 201

Data Visualization Onboarding KPIs User Friction Product Research 201

Userpilot

AUGUST 29, 2022

With sentiment analysis, you can discover essential customer insights, identify customer pain points, and modify your products and services accordingly. Customer sentiment is how your customers feel about your products, services, and or your brand in general. It can be positive, negative, or neutral. What is sentiment analysis?

Feedback Software 78

Feedback Software Customer Experience Customer Feedback Product Research 78

Userpilot

JULY 13, 2023

It informs you whether your product growth is fine or if you should make tweaks to improve results. In this article, we’ll go through how to measure growth of a company by delving deep into the basics, relevant metrics, and each necessary company growth rate formula.

Onboarding KPIs 82

Onboarding KPIs Feedback Software Customer Experience Customer Feedback 82

Gainsight

AUGUST 25, 2021

Your product onboarding process is the initial spark that increases engagement and fuels product growth. Unfortunately, as your product and company grow, it’s easy to lose touch with users, and losing touch can quickly snuff out product growth. What is the goal of user onboarding? Don’t know where to start?

Onboarding KPIs 52

Onboarding KPIs Customer Experience Feedback Software User Testing 52

Userpilot

SEPTEMBER 16, 2021

Looking for the right SaaS product management metrics that offer valuable product growth insights ? Defining and tracking key metrics is an integral part of the product management process. In this article you’ll learn about: Ways to measure SaaS products. Activation metrics you can track: activation rate.

Onboarding KPIs 86

Onboarding KPIs Feedback Software Analytic Tools Customer Feedback 86

Userpilot

SEPTEMBER 3, 2022

Have you ever wondered how customer feedback analysis can help you improve your product and reduce churn? The amount of feedback you get from customers is meaningless if you do not analyze the data. Feedback analysis helps you understand customers better, remove friction points, improve user experience , and boost loyalty.

Feedback Software 88

Feedback Software Customer Feedback User Testing Data Visualization 88

Userpilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development.

Analytic Tools 70

Analytic Tools Feedback Software Research Software Customer Experience 70

Userpilot

NOVEMBER 27, 2023

Both metrics are important to track if you want to implement a successful product retention strategy. In this article, we will cover: Formulas to calculate each of these metrics. Other important metrics related to churn and retention efforts. Close the feedback loop so customers know their opinions matter.

Product Research 74

Product Research Data Visualization Feedback Software Analytic Tools 74

Userpilot

JUNE 19, 2023

Let’s explore 12 strategies to boost user engagement on your app and increase conversions, retention, loyalty, and ultimately, product growth. TL;DR User engagement is the level of “interactivity” that users have with your product, the value they get from it, and the desire to keep using it. What is user engagement?

User Testing 81

User Testing Product Research Feedback Software Customer Experience 81

The Product Coalition

MAY 8, 2023

Let’s talk about how CS teams drive value in logging customer feedback, product roadmapping, and closing the loop. Your Customer Success team is critical to an effective feedback management process. Building a customer feedback management system? CS talks to customers all day — they already hear feedback.

Feedback Software 129

Feedback Software User Testing Research Software Customer Feedback 129

Userpilot

APRIL 8, 2024

Let’s explore the different types of growth strategies, how to create them, and multiple ways you can unlock product growth with real actionable strategies. There are 2 main types of growth strategies for every SaaS business: Product-led growth. It’s particularly effective for enterprise products with high-value deals.

Analytic Tools 52

Analytic Tools Feedback Software Research Software User Testing 52

Userpilot

SEPTEMBER 12, 2022

Drive positive WOM. You can’t measure customer delight with one metric. Instead, you can track the following metrics to get the full picture: NPS , so you can see how many loyal customers you’ve built. Collect active and passive feedback from your app, implement it, and communicate it to close the feedback loop.

Feedback Software 91

Feedback Software Analytic Tools Customer Experience User Testing 91

Userpilot

APRIL 3, 2023

Best practices to follow when collecting feedback. TL;DR Customer feedback refers to the opinion of those who purchase your product or service on their experience with the said product. User feedback provides you with valuable insights that help you improve the product, via feature requests , bug reports, etc.

Customer Feedback 76

Customer Feedback User Testing Feedback Software Product Research 76

Userpilot

JULY 17, 2023

How to choose the right product team structure for your SaaS? We also look at: Responsibilities of product teams Key roles you may want to include Different ways to structure your team Examples of different structures Let’s get right to it! In structure by metrics, different teams work to improve different KPIs.

Analytic Tools 77

Analytic Tools Feedback Software Research Software Product Research 77

Userpilot

JANUARY 22, 2024

A product marketing framework is like a compass that guides you through the complex, fast-paced world of SaaS. From initial launch to ongoing product management , this framework acts as a map towards sustainable growth. In this article, we dive deep into what a product marketing framework is and explore its essential components.

Feedback Software 86

Feedback Software Research Software Analytic Tools Product Research 86

Userpilot

MAY 22, 2023

A CX strategy should encompass every interaction and engagement layer between your customers and your SaaS product. TL; DR Customer experience (CX) strategies are the plans and practices you put in place to provide positive experiences to customers. This article guides you to make an excellent CX strategy with best practices and tips.

Data Visualization 70

Data Visualization Analytic Tools Feedback Software Product Research 70

Userpilot

JULY 4, 2022

Is it possible to increase user engagement by focusing on a customer-led growth strategy and hit the metrics you are hoping for? Customer-led growth approach improves customer experience , simplifies the onboarding process, and boosts customer loyalty. Close the feedback loop through personalized announcements after product changes.

Feedback Software 111

Feedback Software Analytic Tools Customer Feedback Customer Experience 111

Userpilot

JULY 9, 2023

If you’re a UX designer or product manager wondering how to deliver a better product in terms of usability and user experience, this is the article for you. Card sorting and fake door testing are useful testing methods before the product launch. Let’s get right to it! Let’s get right to it!

User Testing 71

User Testing Product Research Customer Experience User Experience 71

Userpilot

SEPTEMBER 28, 2022

Customer goodwill is the positive feeling of alignment and support a customer has for your brand. Satisfied and loyal customers are happy with your product, but they’re not exclusive and will switch to a better competitor, given the opportunity. There’s no single metric that can quantify customer goodwill.

Feedback Software 83

Feedback Software Analytic Tools User Testing Customer Experience 83

Userpilot

SEPTEMBER 15, 2021

Looking for the right SaaS product management metrics that offer valuable product growth insights ? Defining and tracking key metrics is an integral part of the product management process. In this article you’ll learn about: Ways to measure SaaS products. Activation metrics you can track: activation rate.

Onboarding KPIs 52

Onboarding KPIs Feedback Software Analytic Tools Customer Feedback 52

Userpilot

FEBRUARY 16, 2022

By simply listening to your customers, one can optimize user onboarding and engagement by acting on user sentimen t and feedback data. Customer satisfaction is a measure of how much a company’s products meet or exceed their customers’ expectations. Collect in-app feedback and improve customer satisfaction with Userpilot.

Customer Satisfaction 88

Customer Satisfaction Feedback Software Analytic Tools Data Visualization 88

Userpilot

JANUARY 15, 2024

Creating a positive fintech customer experience for every lead who walks through the door of financial institutions is easier said than done. Userpilot, Zendesk, and LiveAgent are the three best tools to consider when trying to improve the customer experience for those using your fintech products or services.

Analytic Tools 72

Analytic Tools Feedback Software Reporting Tools Data Visualization 72

Userpilot

DECEMBER 19, 2022

Use interactive walkthroughs and onboarding checklists to drive early product engagement , boost user activation , and shorten the time to value. Provide continued onboarding using tooltips, slideouts, and modals to offer in-app guidance. Implement a checklist to drive product adoption. Book a demo today to learn more!

Feedback Software 87

Feedback Software Customer Experience Customer Feedback Product Research 87

The Product Coalition

MARCH 3, 2023

Focusing on product-led or go-to-market-led growth is no longer enough. In recent years, PLG, or Product-Led Growth, has become a significant buzz in the tech world, and rightfully so. Products that delight customers and fuel growth loops are essential. It isn’t about Product-Led, OR Sales-Led, OR Marketing-Led Growth.

Customer Experience 126

Customer Experience Customer Feedback User Testing User Friction 126

Userpilot

JANUARY 14, 2022

Are you using user engagement analytics to measure the success of your SaaS product? User engagement is how users interact with your product, website, or app. Tracking it tells you what product features are popular, how much time users spend in your website or app, where they click, and the overall level of user interaction.

Analytic Tools 85

Analytic Tools Data Visualization Feedback Software Customer Feedback 85

Userpilot

JANUARY 26, 2023

Are you a SaaS product manager wondering how to analyze NPS responses effectively and draw actionable insights that will help you grow your business? TLDR; The NPS score measures customer loyalty – it asks how likely they are to recommend the product to their friends or network. Then keep reading! Let’s get started.

Data Visualization 80

Data Visualization Customer Feedback Feedback Software Analytic Tools 80

Userpilot

MARCH 29, 2023

If you don’t have enough responses from your NPS survey, focus on closing the feedback loop. A clear and problem-free buyer journey or onboarding experience. It shows how likely customers are to recommend your products/store to their peers on a scale from 0 (very unlikely) to 10 (very likely). How to calculate NPS.

Product Research 65

Product Research Customer Feedback Customer Experience Onboarding KPIs 65

Gainsight

NOVEMBER 10, 2021

Product-led growth is launching SaaS companies to success faster than ever. Unfortunately, if you’re a product leader or manager who’s in charge of building your product-led growth strategy from scratch, you may feel overwhelmed. . Enter product analytics, the secret to building your own product-led machine.

Data Visualization 52

Data Visualization Analytic Tools Embedded Analytics Feedback Software 52

Userpilot

MARCH 25, 2024

Various factors could cause customer churn, including bad product-customer fit , poor user onboarding experience , poor customer service , and weak customer relationships. Some effective strategies for reducing customer churn include: Personalize the onboarding for new customers to shorten the time to value.

User Testing 78

User Testing Customer Experience Data Visualization Customer Feedback 78