Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Feedback Software 111

Feedback Software Customer Experience Customer Feedback User Testing 111

Userpilot

OCTOBER 1, 2022

Are you a SaaS customer success manager torn between self-serve and white-glove onboarding methods? Many SaaS businesses struggle to decide on the approach that’s most likely to engage customers and turn them into repeat buyers. There’s just one that’s most suitable for your product and customers. You’re not alone.

Feedback Software 91

Feedback Software Data Visualization Customer Experience User Testing 91

The Product Coalition

JANUARY 6, 2023

It’s critical to choose a low-risk and high-performance SDK because it has a direct impact on the end user’s experience of your app. A high-risk, poor-performing SDK can result in: This can lead to user churn and poor app reviews. These questions and more are important for the future success of your mobile app.

Analytic Tools 126

Analytic Tools Data Visualization Onboarding KPIs Customer Feedback 126

Gainsight

SEPTEMBER 26, 2023

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models.

Education 52

Education Customer Experience Customer Feedback Reporting Tools 52

Userpilot

AUGUST 11, 2022

Since customer success roles are relatively new, companies don’t always have a clear idea of what responsibilities are appropriate for a customer success manager (CSM). Customer success ensures customers get their desired outcome when using your product.

Feedback Software 98

Feedback Software Research Software Analytic Tools User Testing 98

Gainsight

OCTOBER 11, 2022

A well-oiled customer success (CS) machine that drives Net Revenue Retention (NRR). . SaaS organizations must align their teams around customer outcomes, and scale their CS team’s efforts with the utmost efficiency. To do this, CS leaders should operationalize CSM motions through a robust customer success management platform. .

Research Software 52

Research Software Reporting Tools Data Visualization User Testing 52

Userpilot

JANUARY 26, 2023

Wondering how to run a successful SaaS onboarding process to make sure you are setting users up for success from the start? It’s a no-brainer that a solid onboarding workflow is crucial to the success of any product-led company. During onboarding, you have the opportunity to make a lasting impression on your customers.

Analytic Tools 98

Analytic Tools Feedback Software Customer Experience Data Visualization 98

Userpilot

NOVEMBER 5, 2023

What’s customer value management? TL;DR Customer Value Management (CVM) is a business process that focuses on analyzing customer needs , building outstanding products that satisfy them, and enabling users to realize their value. Overall, customer value management can make your product more competitive.

Research Software 101

Research Software Feedback Software Analytic Tools User Testing 101

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

JULY 18, 2023

It takes a fair bit of effort and time to keep up with the constant innovation in the product management software space. Fear not though, as our product management software guide will give you insights into some of the best-in-class applications that will boost your team performance and help you build successful products!

Analytic Tools 97

Analytic Tools Feedback Software Research Software Reporting Tools 97

Gainsight

AUGUST 10, 2023

When customers buy from you, a pact is created. It says: You’re not only committed to delivering your products or services, but also the positive outcomes the customer is seeking in their own business by leveraging that investment.

Onboarding KPIs 52

Onboarding KPIs Data Visualization User Friction Generative AI 52

Userpilot

APRIL 7, 2024

Consequently, the ability to lead users to this moment is key to product success. The Aha moment is an essential stage of user activation. User activation has an impact on the rest of the customer lifecycle : If users don’t understand how the product can satisfy their needs, it’s difficult to retain them.

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization Embedded Analytics 52

Gainsight

JULY 26, 2022

Customer success is fuel to create that efficiency, and can be the key driver of your modern growth engine. Product experience is a primary driver of customer experience. For those organizations that are still early in their customer success journey, there is no better time to put PLG as your primary driver of efficiency. .

Feedback Software 59

Feedback Software Onboarding KPIs Customer Experience Customer Communications 59

Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Let’s dive in.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Userpilot

DECEMBER 23, 2023

New user retention is essential for product success. That’s what our comprehensive guide explains. By acting on the insights from retention analysis , you can improve customer satisfaction and loyalty. It also allows you to increase customer lifetime value and the overall profitability of the product.

Analytic Tools 96

Analytic Tools Feedback Software User Testing Customer Experience 96

Gainsight

JULY 25, 2022

As the tech market enters a new phase, organizations are determining what’s important during the downturn—and what’s important to their customers. . SaaS companies in particular are asking themselves how to prevent churn and keep their customers happy. Your product drives customer outcomes and value . They rely on your product.

Research Software 64

Research Software Strategy Customer Experience User Testing 64

Intercom, Inc.

DECEMBER 16, 2019

Since then, the success of ABM has grown dramatically – 97% now say it has a higher ROI than other marketing tactics. In this guide, we explain how you can turn ABM into a win for your business – by putting the right team, tools, and processes in place. Narrow focus on high-value accounts.

Reporting Tools 189

Reporting Tools Research Software Marketing Customer Experience 189

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. You can use an AI writing assistant to create a clear and concise microcopy to guide users. Which techniques can you use for your customer research ?

User Testing 89

User Testing Product Research Customer Experience User Experience 89

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

JUNE 23, 2022

The best customer engagement model for your SaaS offers the right balance between personal and automated interactions with customers. So, your only shortcut is to learn: The type of customer engagement model that fits your business. How to create in-app experiences that engage customers.

Feedback Software 52

Feedback Software User Testing Customer Experience Customer Feedback 52

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

UX Planet

JANUARY 29, 2024

Curated Experiences: Offers custom recommendations, enhancing the personalized feel and increasing the likelihood of discovery and booking. Strategy: Utilize the power of social influence and trusted opinions to guide decision-making, ensuring choices are informed by reliable and respected sources, enhancing credibility and outcome success.

Customer Experience 71

Customer Experience Travel Feedback Software UX 71

Userpilot

JUNE 30, 2022

While everyone talks about product-market fit, finding product-customer fit is equally important when it comes to engaging the right customers and driving success. So, how can you determine customer fit and get the right user feedback to ensure customer success? What is customer fit?

User Testing 96

User Testing Feedback Software Analytic Tools Customer Experience 96

Userpilot

MARCH 17, 2024

The 10 analytics dashboard examples include web, digital marketing, business insights, social media, product usage, customer journey , user behavior , user retention, knowledge base , and Net Promoter Score analytics dashboards. Userpilot is the best tool for predesigned and custom dashboard visualization. Book a demo to learn more.

Data Visualization 95

Data Visualization Analytic Tools Feedback Software Dashboard 95

Userpilot

AUGUST 23, 2022

In today’s B2B technology world, the terms “customer success” and “customer support” are often used interchangeably. In this battle of customer success vs customer support, there are stark differences but there is also a common thread that binds them together.

Customer Experience 91

Customer Experience Feedback Software Customer Feedback User Testing 91

ProductPlan

FEBRUARY 15, 2022

This supporting function enables the success of the product management team. Generally, organizations develop product operations roles as needed to offload non-core tasks from product managers. The goals are to increase the efficiency, effectiveness, and value-add of product management.

Data Visualization 97

Data Visualization Reporting Tools Analytic Tools Research Software 97

Userpilot

MARCH 25, 2024

EBITDA is used by larger companies with more complex management structures. Metrics that can affect SaaS business valuation include Monthly /Annual Recurring Revenue, Customer Acquisition Cost , Customer Lifetime Value , Net Revenue Retention, Total Addressable Market, and YoY Growth Rate. What does the acronym mean?

Feedback Software 102

Feedback Software Analytic Tools Research Software Data Visualization 102

Product Talk

FEBRUARY 2, 2022

But there are many reasons why engineers are one of the essential members of the product trio. Engineers will hear different insights during your customer interviews. It’s a complex platform that allows teams to stay in touch and there are a lot of possibilities for integration beyond that,” says Ellen. Tweet This.

Product Research 232

Product Research User Testing Engineering Testing 232

Userpilot

OCTOBER 10, 2022

Are you having trouble deciding on what feature adoption metrics you should choose to measure the success of the new feature? Feature adoption occurs when customers start using a particular feature to meet their goals. Get a breakdown of your most successful features. We’ve got you covered! What is feature adoption in SaaS?

Onboarding KPIs 90

Onboarding KPIs Feedback Software Analytic Tools Research Software 90

Gainsight

DECEMBER 8, 2022

If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success. . The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small.

Customer Experience 52

Customer Experience Analytic Tools Strategy Reporting Tools 52

Userpilot

JANUARY 23, 2024

TL;DR Product positioning is about defining your product’s place in the market to attract customers and enhance brand identity. Quality or prestige-based positioning which targets a luxury or high-quality market segment to position the brand as exclusive. Test and refine the positioning based on customer feedback and key metrics.

Feedback Software 52

Feedback Software Research Software Analytic Tools Positioning 52

UX Studio

MARCH 30, 2024

Participant recruitment is crucial for successful UX research. That’s why we want to help by guiding you through 8 common ways to find suitable participants. It is crucial for obtaining valuable data and ensuring the overall success of the research process. Panel management tools also come with extra costs.

User Testing 67

User Testing Research Software Customer Experience Product Research 67

Product Talk

APRIL 8, 2020

For this post, we spoke with a product team from Simply Business about some of the major lessons they’ve learned since adopting continuous discovery habits like interviewing their customers, questioning their assumptions , and using the opportunity solution tree to guide their work. Want to check out the other posts in this series?

Product Research 264

Product Research User Testing Research Software Data Visualization 264

ProductPlan

MAY 23, 2023

It usually begins after the customer begins a free trial of the product in a SaaS or other licensing model. How does it differ from user/customer onboarding? There’s quite a bit of overlap between product onboarding and user or customer onboarding. Both have the same overarching goal. Why is product onboarding important?

Onboarding KPIs 52

Onboarding KPIs User Testing Customer Experience Product Research 52

Intercom, Inc.

JUNE 9, 2020

With that comes the need for clear communication and open dialogue with customers and employees alike. Near-term issues of cash management for liquidity and solvency are clearly paramount. How should businesses think about long-term financial success as they move past addressing immediate business continuity challenges?

Strategy 197

Strategy Feedback Software Customer Experience Reporting Tools 197

Gainsight

FEBRUARY 9, 2022

I’d love to get your input on our Customer Success Organization.”. It’s so encouraging to see CEOs leaning into Customer Success. Inevitably, CEOs and leaders have the following common questions around how a Customer Success Organization should look: What should my Customer Success strategy be?

Reporting Tools 52

Reporting Tools Customer Experience Data Visualization Technical Review 52

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 97

Feedback Software Research Software Onboarding KPIs Customer Experience 97