Intercom, Inc.

OCTOBER 5, 2022

Not just in product reviews, roadmap meetings, or design critiques from product people, but across the company. This is the eighth post in a series exploring our product principles. When anyone new joins Intercom, their onboarding pack contains their first “Intermission”– our name for a problem statement.

Reporting Tools 118

Reporting Tools Research Software User Testing Customer Experience 118

Userpilot

MARCH 26, 2024

TL;DR Data analysis reports are documents used to share insights from the process of gathering and analyzing product and web data. Next, collect the necessary data by tracking feature usage and events. More and more analytics tools introduce AI features to enhance data analysis, which is the last step in the process.

Data Visualization 52

Data Visualization Analytic Tools Reporting Tools Feedback Software 52

The Product Coalition

FEBRUARY 15, 2021

TL; DR: How to Make Agile Work in Fast-Growing Startups For years, I worked in several Berlin-based, fast-growing startups in my capacity as Scrum Master, agile coach, and Product Owner. Fast-growing’ in the sense of this article refers to startups of at least 200 staff strong. These are my lessons learned on making ‘agile’?—?including

Agile 176

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Userpilot

DECEMBER 18, 2020

How should I bring the disengaged users back to my product? Declining user engagement is a slippery slope to churn – every Product Manager’s greatest nightmare. The bad news is: there is no ‘one-size-fits-all’, cookie-cutter method. There are times when users don’t always get your product on the first try.

User Testing 98

User Testing Customer Experience Analytic Tools Onboarding KPIs 98

Userpilot

JUNE 27, 2022

What is developer marketing, and what is the point of it? As the name suggests, developer marketing is marketing to developers. In short, developer marketing is more than just capturing the attention of software developers and getting them to use your product. What is developer marketing?

Weak Development Team 52

Weak Development Team Development Marketing User Testing 52

Userpilot

OCTOBER 6, 2022

According to research conducted by PWC, one in three consumers would walk away from a brand they love after just one bad customer service experience. Customer communication refers to how a business interacts with its customers across channels and at different touchpoints. Setting and tracking customer service communication metrics.

Customer Communications 79

Customer Communications Feedback Software Research Software Analytic Tools 79

Userpilot

DECEMBER 15, 2023

TL;DR In SaaS, user engagement refers to the level of interaction, involvement, and interest that users have with a product. Optimizing it leads to higher retention and enhanced customer loyalty — ultimately, increased product adoption. The no-code solution focuses on increasing user engagement and driving feature discovery.

Analytic Tools 52

Analytic Tools Data Visualization Feedback Software User Testing 52

Userpilot

OCTOBER 21, 2020

This is the second part of our ‘How to Create Your First Product Adoption Strategy’ guide. In the first part , we discussed why having a Product Adoption Strategy is so important, and how to go about creating one. We also discussed the first 3 goals of a Product Adoption Strategy, namely: 1. Boosting Product Stickiness.

Analytic Tools 57

Analytic Tools Onboarding KPIs Data Visualization Feedback Software 57

Userpilot

JULY 24, 2023

We’re all familiar with the basics of SaaS product marketing such as attracting users to a SaaS product with a subscription business model. TL;DR SaaS marketing is the process of launching a product, building awareness, landing customers, retaining them, and increasing their lifetime value. Gamifying onboarding.

Analytic Tools 69

Analytic Tools Feedback Software Data Visualization Marketing 69

Mind the Product

MAY 25, 2018

In 2012, when I was working as part of the JustGiving team responsible for innovative products and disruptive business models, we decided to test how people could raise money for non-charitable good causes. Initially we worked with a team from ThoughtWorks for 12 weeks. This is what we did. 2012 – the Inception.

User Testing 113

User Testing Weak Development Team Onboarding KPIs Customer Experience 113

Userpilot

JANUARY 8, 2021

Before we get into what is considered a good NPS score, we have some good news and some bad news. You have more customers enjoying your product than hating it. What Is Considered Good NPS Score, and What Is a Bad NPS Score? Some industries like SaaS will have an average NPS of 30. Source: Userpilot. Want an NPS survey like this?

Analytic Tools 67

Analytic Tools Feedback Software Data Visualization Weak Development Team 67

Userpilot

OCTOBER 29, 2020

Product Marketing is a fairly new domain and the role of ‘Product Marketing Manager’ differs greatly from organization to organization. You may want to jump to a relevant section: Who’s a Product Marketing Manager? Product Marketing Manager’s Role and Responsibilities (depending on the company).

Analytic Tools 96

Analytic Tools Feedback Software Onboarding KPIs Product Marketing 96

Userpilot

FEBRUARY 3, 2021

But they don’t answer where the sources of friction are coming from as your users explore your product. Then, when you finally put together your user journey map and want to optimize your touchpoints and eliminate bad experiences, you can face two barriers: The Analytics Black Hole – Can’t see the forest before the trees.

Analytic Tools 96

Analytic Tools User Testing Customer Experience Research Software 96

Userpilot

JANUARY 22, 2020

As more and more SaaS companies attempt to increase customer loyalty, more and more ways of measuring it are developed. Then, you can use these insights to guide your users to these ‘desired behaviour patterns’ in your onboarding. Promoters are people who would likely recommend your product. Should I use NPS?

Analytic Tools 114

Analytic Tools Feedback Software Research Software Data Visualization 114

Userpilot

SEPTEMBER 15, 2022

Customer happiness dictates user loyalty based on how happy they are with your team or product. Measuring customer happiness requires looking at metrics such as customer satisfaction, customer retention, and customer lifetime value, among others, to get the big picture. Don’t forget about your unhappy customers.

Feedback Software 71

Feedback Software Analytic Tools Customer Feedback User Testing 71

Userpilot

JULY 13, 2021

Most SaaS businesses recognize that interactive walkthroughs are a helpful onboarding tool , but few use them correctly. Too often, they are conflated with product tours , leaving the customer confused as to why they are being shown features they don’t need. That’s a product tour , and you should avoid those.

Analytic Tools 98

Analytic Tools Onboarding KPIs Customer Experience Data Visualization 98

Usersnap

SEPTEMBER 21, 2021

A customer satisfaction survey is a lynchpin to developing a loyal, returning, and referring customer base. A customer satisfaction survey is a lynchpin to developing a loyal, returning, and referring customer base. These surveys help companies gather information on how the public perceives their service or product.

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Mironov Consulting

AUGUST 8, 2017

As a product manager, I think it’s my obligation to bring clarity and precision to discussions… so talking generically about customers or users can be exasperating. Being more specific also gives us an opportunity to connect our teams emotionally to our (ahem) users. We encourage our teams to focus effort where it matters most.

User Testing 101

User Testing Customer Experience Analytic Tools Research Software 101

PMLesson's Ace the PM Interview

JANUARY 12, 2022

In many instances, TPM candidates are asked to think through and design a product's system architecture. These kinds of questions evaluate your ability to think and work through technical dependencies, product context, execution strategy, and impact on a team. How would you design an AI data product? Let's take a look!

Technical Review 52

Technical Review Feedback Software Onboarding KPIs Software Review 52

Business of Software Conference

OCTOBER 29, 2018

Here, Wade shares his processes for running a fully remote organization – how Zapier goes about hiring and onboarding their employees, how they run meetings, and how they work to continuously improve their culture. A little bit about how to build an operating cadence and a remote team. Make sure you stay for the whole video.

Weak Development Team 79

Weak Development Team Reporting Tools Feedback Software Data Visualization 79

The Product Coalition

JULY 24, 2020

Check out more insightful sketches by Jono Hey on sketchplanations.com This article is part of a wider guide on how to establish a product discovery framework in your organization. It took a few years until the team felt the market for this product was mature enough. How price-sensitive are customers for this type of product?

Product Research 78

Product Research User Testing Data Visualization Customer Feedback 78

Userpilot

AUGUST 7, 2019

How is Customer Success correlated with Product Marketing? How to win the Customer Success game and become the leading product in your niche with 4 less known Customer Success best practices (How Growbots does it). Happy customers are those who are using your product only because they like it. Let’s get started.

Feedback Software 49

Feedback Software Customer Experience User Testing Research Software 49

Userpilot

APRIL 6, 2021

If you’re doing your job correctly as a product manager, customer retention should be the first thing you think about when you start your workday and the last thing you think about when you clock out. There’s no metric in SaaS businesses that correlates with profitability more than retention. Secondary onboarding 7. Not really.

Feedback Software 53

Feedback Software Research Software User Testing Customer Experience 53

Bryce York

FEBRUARY 12, 2020

As we start a new decade, I took a lot of time to reflect on my nearly 10 years working in product. I took a lot of notes on the lessons I’ve learned along the way, and this essay shortlists the top 10 – prioritized by practicality and non-obviousness so I could feature things we don’t see spoken about all that often.

Feedback Software 40

Feedback Software Reporting Tools Customer Experience Onboarding KPIs 40

Business of Software Conference

OCTOBER 23, 2019

Bruce McCarthy, Founder, Product Culture. In this talk Product guru Bruce McCarthy arms you with his battle-tested approach to prioritizing your most critical initiatives that will increase your organization’s focus by increasing confidence in your prioritization decisions. My name is Bruce McCarthy. Methods of prioritization.

Customer Experience 61

Customer Experience User Testing Onboarding KPIs Research Software 61

Andrew Chen

SEPTEMBER 4, 2018

Why offline products are so compelling for acquiring customers. Why onboarding is so important for retention/churn. High frequency versus episodic usage products. Network effects and why different products’ network effects are different from each other. Hope you enjoy it! Palo Alto, CA. Andrew: Right.

User Testing 75

User Testing Marketing Analytic Tools Customer Experience 75

Business of Software Conference

JUNE 5, 2019

And as we’re working through, building our product, we released it January 1st 2010 and since then we’ve added probably 250 banks around the world. We had made a bad hire. We built a product that serves commercial bankers, the commercial relationship managers and they’re an interesting lot. We were struggling.

Feedback Software 40

Feedback Software Research Software Reporting Tools Data Visualization 40

Business of Software Conference

NOVEMBER 28, 2019

It’s an online website which is really a catalogue for cloud services and products and consultants and developers to build Government digital and cloud implementations and I think it’s transacted over £3 billion since it started. Audience member : Understanding the key checkpoints and key metrics. Productivity.

Analytic Tools 40

Analytic Tools Research Software Data Visualization Software Review 40