Mind the Product

JUNE 29, 2021

You’ve optimised your product to solve a problem for your users. You’ve refined the sales funnel, built for scale, and made sure that accessibility is baked in from the start. We talked with Nathan Kinch, an Entrepreneur and Digital Trust Expert, about the big [.]

Customer Experience 211

Customer Experience Product Management Product Manager Management 211

Product Management University

MAY 1, 2020

The key to becoming a great business problem solver is the ability to distinguish customer problems from customer outcomes or goals. Customers say things like, “ One of our biggest problems is that we don’t get enough repeat business from existing customers.” A well-defined problem is half-solved.

Customer Experience 200

Customer Experience Webinar User Experience Definition 200

Intercom, Inc.

AUGUST 12, 2021

After all, as he points out, in a successful organization, the teams responsible for customer success and support tend to manage and influence more revenue opportunities than the field sales team – and if your customer service isn’t good or you’re not looking at CX from a holistic point of view, these chances of expansion are slim to none.

Analytic Tools 223

Analytic Tools Data Visualization Customer Experience User Testing 223

Intercom, Inc.

JUNE 20, 2018

As Intercom’s customer base moved upmarket, it became increasingly obvious to us in Sales that what worked well in our product for early-stage startups didn’t for larger companies. To fix it, we had to change how we worked with our product team. Here’s how we did it with a few lessons we learned along the way.

Feedback Software 199

Feedback Software Product Research User Testing Feedback Loop 199

Lenny Rachitsky

JANUARY 9, 2024

Most startups, and new product ideas, fail—we all know this—but it’s different when it’s your product. Pain tells you there’s an opportunity to solve a problem. Pull tells you that you’re actually solving the problem. Especially while everyone around you is seemingly killing it.

B2C 97

B2C Customer Experience User Friction User Testing 97

Lenny Rachitsky

APRIL 18, 2024

These ideas often seem appealing and solve what appears to be an unsolved problem, attracting many people to pursue them. A successful pivot often entails focusing on familiar problems and refining previous solutions. He’s also racked up more than 6,500 office hours with founders.

Startups 87

Startups Feedback Software Crowdsource Customer Feedback 87

Melissa Perri

SEPTEMBER 23, 2017

My stakeholders were members of the sales team. I took their requests and figure out when we could get them done. I got their approval before we launched anything. While we listened to our customers as well, they were not dropping by my desk every day asking for things. We were the people that built things for them.

User Testing 285

User Testing Product Research Information Product Management 285

Userpilot

APRIL 21, 2024

We also share examples of different conversion paths and optimization strategies. Prioritize middle- and bottom-of-the-funnel content, presenting your product as a solution to specific problems relevant to a particular user persona. Here’s an example of our MOFU blog post about improving user activation. Userpilot events.

Research Software 92

Research Software Feedback Software User Testing Reporting Tools 92

Business of Software Conference

DECEMBER 14, 2023

We all know there are no shortcuts to success, but that doesn’t stop us from trying to find a magic bullet that will slingshot us to the front of the line. Rule Worth Breaking #3: You should focus on solving simple problems. How to Break This Rule: Solve specific problems, and don’t be afraid to solve challenging ones.

Software Review 64

Software Review Weak Development Team User Testing Customer Experience 64

Product Management University

AUGUST 17, 2020

Do you recommend a sales discovery document for each product? 3 Reasons You Don’t Need a Sales Discovery Document for Every Product. We already know what problems our product solves and it’s safe to assume every buyer has the majority of them! Sales Discovery: Uncovering THE BIG WHY (Video).

Product Research 130

Product Research Document Naming Presentation 130

Product Talk

SEPTEMBER 1, 2021

If your sales team isn’t bought in, for example, they won’t want to sell your new product or feature. Lisa was a product manager we featured in a Product in Practice called Tackling Big Hairy Product Challenges with Continuous Discovery and in Chapter 13 of the book. The sales team didn’t want to sell something new.

Product Research 221

Product Research User Testing Technical Review Data Visualization 221

Intercom, Inc.

JANUARY 28, 2019

A great partnership between product and sales needs to be based on shared definitions of success and an agreed upon process to collaborate. First, for a product to truly be considered successful, among other things it has to be: Valuable – solve a real problem people are willing to pay for. Solving customer problems.

Software Review 193

Software Review Differentiation Roadmap Customer Experience 193

Product Talk

DECEMBER 13, 2023

We often hear from people that building an opportunity solution tree is hard work. And when you add other limiting factors, like having a small number of users or a long sales cycle, arriving at a good outcome is even trickier. But as we mentioned earlier, Bluestone Analytics’ tools have a small number of users.

Data Visualization 248

Data Visualization Analytic Tools Reporting Tools Technical Review 248

Lenny Rachitsky

APRIL 23, 2024

PMs and VPs), Lennybot (an AI chatbot trained on my newsletter posts, podcast interviews, and more), and my swag store (great gifts for your favorite PM, or yourself!). Today’s post, by returning collaborator Kyle Poyar , is one of my new favorite guest posts ever. Reframe your value props to hit on C-level problems.

User Testing 89

User Testing Data Visualization Customer Feedback Customer Experience 89

The Product Coalition

FEBRUARY 14, 2023

If metrics are not stable, data-related problems will quickly compound and stymy efforts to generate insights. A typical pattern is: Based upon [metrics pattern] , if we take [this action] , the expected benefit will be [suggested outcome]. Here’s the bottom line: Insights must be actionable, else they are not insights.

Data Visualization 144

Data Visualization Customer Feedback KPI Customer Experience 144

Product Management University

MARCH 3, 2021

The performance of product management and the ripple effect (positive and negative) on engineering, marketing, sales and customer success is front and center this month. We offer a few insights. You can solve legitimate customer problems and still not deliver high-value outcomes. In This Issue. Stay tuned for details.

B2B 130

B2B Product Management Product Manager Magazine 130

Mixpanel

FEBRUARY 16, 2024

You may understand the technical nuances of the problems you’re solving or the general trends in your market, but if you can’t truly empathize with the people experiencing those problems, you’ll build a sub-optimal product. Here are a few ways we do it.

User Testing 52

User Testing Customer Feedback Customer Experience Data Visualization 52

The Product Coalition

AUGUST 22, 2023

Understanding user needs and pain points is essential for building successful products and services, but that doesn’t mean we need to get stuck going down a multi-month research hole in order to be “ready” to collaborate, innovate, or prototype. Customer feedback: What are your customers saying during calls with sales or call-center reps?

User Friction 128

User Friction User Testing Customer Feedback Product Research 128

The Product Coalition

FEBRUARY 19, 2023

Here’s a metaphor I heard among B2B companies: “We are going to combine features X, Y, Z, and we will become a Swiss pocket knife of market category ABC!” “The The all-in-one offering eliminates the need for customers to go to multiple vendors, and we can offer the added value of a tightly integrated solution.”

B2B 125

B2B User Friction Customer Experience Startups 125

The Accidental Product Manager

JANUARY 22, 2024

However, there is a bit of a problem with this plan. This can cause all sorts of problems for product managers. How should we handle situations like this? How should we handle situations like this? The Birkenstock product managers have also tried to police online sales. They stopped selling directly to Amazon.

Product Management 73

Product Management Product Manager Management Management 73

Product Innovation Educators

JUNE 12, 2023

Tools for planning and executing product projects Today we are talking about the skills product managers need to grow their careers. At Google we do annual planning early in Q3 when I think through the vision and strategy for my product. First, we go out and talk to customers. Finally we write the roadmap for year one.

User Testing 93

User Testing Customer Feedback Customer Experience Product Management 93

Intercom, Inc.

DECEMBER 10, 2019

Our industry is in the midst of a big philosophical debate about the fundamental way of thinking about how we build our products, with the focus shifting from the outputs of what we build to the business outcomes generated by those outputs. But knowing how these steps work is not the same as making it happen, and we think we know why.

Onboarding KPIs 281

Onboarding KPIs Framework Product Research User Testing 281

Intercom, Inc.

JULY 1, 2020

Below, we share our tips for delivering effective proactive support to your customers at any scale. For example, you can send Outbound Messages to alert customers to known problems, like bugs in your product or delivery delays, and provide help upfront. What is proactive customer support? 3 ways to provide proactive customer support.

User Friction 239

User Friction Outbound Customer Experience Onboarding KPIs 239

Intercom, Inc.

OCTOBER 1, 2019

There are no silver bullets in sales – no tricks, hacks, or mantras that can guarantee you’ll hit target. Having led sales teams at Facebook, Twitter, and now Intercom, I’ve developed and executed many of these plays. These sales plays are the answers to mission-critical questions like “What criteria will I use to hire sales reps?”

Outbound 155

Outbound User Friction Demo Enterprise 155

ProductPlan

JUNE 1, 2023

But are you solving for actual customer problems? All those new features might look good on a product comparison matrix and give salespeople a new angle when pitching reluctant prospects, but none of it matters if those features aren’t solving real customer problems. Where are product teams getting their feature ideas?

User Testing 93

User Testing User Friction Development Team Review Reporting Tools 93

Intercom, Inc.

JULY 14, 2020

There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive. As customer success managers, we are well positioned to serve as customer advocates.

Books 249

Books Customer Experience Customer Feedback Onboarding KPIs 249

Product Talk

SEPTEMBER 6, 2023

We discussed a few of the common stages companies tend to go through when they adopt continuous discovery , some of the challenges and setbacks they’re likely to experience, and how leaders specifically can help teams overcome them. Then we opened up the floor to questions from the audience. 12,000 people that she taught.

Product Research 238

Product Research User Testing ChatGPT Research Software 238

Intercom, Inc.

MAY 30, 2019

When we ship, we of course have done our diligence with research and design, but we’re also keenly aware that there’s so much we don’t know. Des: We’ve just launched a product recently in Product Tours. You can listen to our full conversation above, or read some highlights of our conversation below. Paul: Exactly.

User Testing 194

User Testing Feedback Software Customer Feedback Data Visualization 194

Product Innovation Educators

MAY 15, 2023

What a community can do for your product – for product managers Today we are talking about building a community for a brand or product. Which reminds me that this episode is sponsored by the Product Mastery Now Community—that’s right, we have a community for listeners of this podcast. We make that happen too.

Branding 95

Branding User Testing Customer Experience Customer Feedback 95

Alchemer Mobile

OCTOBER 22, 2020

Solving problems quickly, efficiently, and with customer needs as the north star separated the great brands from the good ones in a year that has completely changed the way we digitally engage with brands we love. If you’ve thought to yourself “Why can’t we ship like we used to?” by Nir Eyal. by Dan Olsen.

Books 236

Books Research Software Feedback Software Product Management 236

Intercom, Inc.

NOVEMBER 19, 2018

For salespeople, your sales pitch is crucial – above all else, it must be crystal clear what you’re trying to sell and what the value is to your prospective customer. And the value of that sale compounds over time. This is especially true in SaaS, where tools are constantly evolving to tackle bigger problems and more use cases.

Product Research 180

Product Research Vision B2B Customer Experience 180

Intercom, Inc.

NOVEMBER 3, 2022

There had to be a simpler, smarter way to tackle the problem. In today’s episode, we sat down with Natasha to chat about managing remote teams, the challenges of creating a new category, and how planning software can help businesses create a more seamless, holistic customer experience. Finding the crux of the problem.

Feedback Software 206

Feedback Software Research Software Customer Experience User Testing 206

Intercom, Inc.

JANUARY 14, 2021

In this episode of Inside Intercom, we caught up with Hubert for a chat about starting small, committing to a product strategy that helps you reach your long-term goals and making sure everyone’s on the same page. Rati Zvirawa: We’re delighted to welcome you as a guest on Inside Intercom today. And here we are, six years later.

Feedback Software 225

Feedback Software Research Software Analytic Tools Product Strategy 225

Intercom, Inc.

SEPTEMBER 3, 2020

At Intercom we believe great things can happen when you have a conversation. Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. So If you’ve ever asked yourself – how does my feedback add up to the features and updates that we build?

User Testing 212

User Testing Customer Feedback Feedback Software Research Software 212

Lenny Rachitsky

APRIL 9, 2024

PMs and VPs), Lennybot (an AI chatbot trained on my newsletter posts, podcast interviews, and more), and my swag store (great gifts for your favorite PM, or yourself!). We’ll collaborate on guest posts and the podcast (and anything else that interests you), and you’ll leave with published content and a pre-built audience.

Data Visualization 120

Data Visualization ChatGPT Research Software Product Management 120

Intercom, Inc.

SEPTEMBER 10, 2020

It’s an approach that’s served him well along the road to building the HubSpot sales team, where he was CRO for nine years. That experience led to his bestselling book, The Sales Acceleration Formula. I just don’t think sales have anything to do with product-market fit. We’re creating that value consistently.

Onboarding KPIs 226

Onboarding KPIs Customer Experience User Testing Data Visualization 226

Mind the Product

AUGUST 11, 2017

Listen to Customers… This sounds obvious but it’s surprising how little we actually do listen to our customers. Our job as product managers is to maniacally understand your customers’ problems – and you can’t do that without listening to them and understanding them. Be a Thief.

Product Management 217

Product Management Product Manager Entertainment Customer Experience 217