Intercom, Inc.

APRIL 22, 2019

Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back to their task. Others worry that AI will worsen the customer experience as more and more companies use it to save costs. He joined me for a conversation on tackling issues that come up as you scale your customer experience.

Customer Experience

Product Talk

SEPTEMBER 6, 2023

I think there’s a whole bunch of stuff around trends, where we’re now saying, “If we’re going to make good decisions about what to build, let’s include the customer in the process. It’s just, how do we make better decisions about what to build, and include the customer in the process? Lots of that.

Product Research

Sachin Rekhi

FEBRUARY 16, 2020

Sometimes these visions of the future are also shared with existing and potential customers to help portray your company's ambitions. For example, here is a video from 2016 that showcases the vision for SpaceX's Interplanetary Transport System which aims to bring the first manned crew to Mars. Design: Customer Discovery Insights.

Data Visualization

Intercom, Inc.

FEBRUARY 1, 2018

In August of 2016, Rachel Hepworth embarked on a unique challenge: start a growth marketing team at one of the most successful startups of this generation – one that had long relied heavily on word of mouth. I stumbled upon Eric Ries and Steve Blank, the concept of customer development – it was a revelation. The great thing.

User Testing

Gainsight

FEBRUARY 11, 2019

Last month, I quit my position as head of Customer Success at my company, RD Station. In those six years leading the team, I’ve led its growth from one person to 180 people that are now spread across five different functional teams: Customer Success Manager (CSM), Partner Success Manager (PSM), Professional Services, Support, and CS Ops.

Customer Experience

Usersnap

SEPTEMBER 2, 2019

Many small businesses fail because they overlook the importance of a customer experience strategy. If you are unfamiliar with the term, it is the plan undertaken by a business to address a customer’s holistic perception of the business after they interact. Why do you need a customer experience strategy?

Customer Experience

Userpilot

AUGUST 8, 2024

A well-defined product strategy contains four key elements – the product vision , target customers , goals , and product initiatives. To create an effective product strategy, you must first study the market to understand your target users and make sense of market trends.

Analytic Tools

The Product Coalition

MARCH 11, 2021

Gousto’s approach to solving customer problems to create massive business value has radically changed in the last two years. We blocked signups, we blocked resubscriptions, and we blocked unsubscribed customers from ordering one-off boxes. Each decision we made affected thousands. Having more ideas does not mean having more success.

Product Research

Userpilot

SEPTEMBER 1, 2021

The user is then given two path options for building their app. This not only gives new users freedom of choice but also enables them to choose a path customized to their individual needs. Users appreciate an individualized approach, so JetAdmin’s method is more likely to encourage adoption and retention.

Feedback Software

Intercom, Inc.

NOVEMBER 17, 2022

In 2016, she created Chili Piper with her husband Nicolas and poured in everything she had learned over the years. She had a deep understanding of their processes and pain points and knew how to build software that would help them thrive. Alina was a builder, not a politician. So, it was really meant to be.

User Friction

Userpilot

AUGUST 3, 2022

It aligns every message with your customer’s needs. A good messaging strategy should have a clear goal, differentiate your brand from the competition, provide personalized messages for a specific audience, and tell the brand story at each stage of the customer journey. Product Manager user persona example by Userpilot.

Research Software

Gainsight

APRIL 23, 2021

Our CEO, Nick Mehta, recently spent time with Sabina Pons , Global Vice President of Customer Success and Support at Mavenlink. She and her team created the ultimate customer journey. Their renewal rate accuracy caught Nick’s interest and how Sabina operationalized a brand new customer journey for Mavenlink.

Data Visualization

Bain Public

SEPTEMBER 19, 2020

During their time working together, WatchMojo looked to us, to help them uncover opportunities, explore pain points and optimize their production process. In 2016, a new CFO was hired at WatchMojo to support the conversion from a family business to a world media player. The Story of Integrating Xero with WatchMojo.

Feedback Software

Product Talk

FEBRUARY 8, 2017

We no longer take months or years to release value to our customers. We are putting our customers first, taking the time to discover unmet needs, and developing solutions that address those needs. Jobs to Be Done: A Roadmap for Customer-Centered Innovation. Productized 2016 – Lisbon, Portugal. The Lean Startup.

Product Research

Andrew Chen

JULY 20, 2020

When I joined Instagram in 2016, the product had over 400 million users, but the growth rate had slowed. Elena: “When you start investing into new channels (especially paid) it is typically a signal to the product org that adjacent users are coming. New channels bring in users that will be different on some vector.

User Testing

Userpilot

SEPTEMBER 20, 2021

But it's part of a new business model that previously sales-led companies are using to achieve rapid growth and higher customer satisfaction ratings at a lower customer acquisition cost. The key is helping users realize the ongoing value of a product as quickly as possible. reduces your customer acquisition costs (CAC).

Analytic Tools

SidsAvenue

JULY 6, 2016

And following are the strategic reasons for this doing so: To be in touch with the customer post the phone purchase transaction The local stores can help the e-commerce companies with intel to improve customer experience.

User Friction

Lenny Rachitsky

JUNE 4, 2024

“Feature factory” is a term that, I believe, John Cutler coined in 2016 (shout-out, John, for being awesome) to describe a process focused on rapidly producing and shipping features without strategically considering the impact these features have on users and the business. What’s a feature factory?

Product Research

Gainsight

DECEMBER 23, 2019

At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. Just in brief, how big should you scale your Customer Success team? CS: So April is a veteran in the customer success space and has over 10 years of experience in SaaS companies.

Customer Experience

UX Studio: Product Management

JULY 5, 2021

We offer various product design and research services, UX consulting, user experience training, and customized solutions tailored to address our partner’s needs. Kuba Luty is Adchitects’ founder and CEO who established his design agency in 2016 in Poznan, Poland. Momentum design lab’s client portfolio is rich and diverse.

Research Software

UX Studio: Product Management

DECEMBER 7, 2022

This specialization means that we have a deeper understanding of user needs that can help businesses make user-centric decisions. . Our usability research expertise can help you identify pain points, user needs, and opportunities for better UX solutions. Customer Discovery. Their main services: UX research.

User Testing

The Product Coalition

OCTOBER 23, 2019

Booking, Airbnb, and Expedia disrupted the travel industry by empowering customers with new tools to build their routes, find itinerary options and plan activities. In 2016, The Economist coined the term “Phono Sapien”, ironically assuming that the person with a phone is the apex of human evolution.

Reporting Tools

UX Studio

APRIL 6, 2023

We’ll be in touch with you to discuss your challenges further, and to come up with a custom solution for you! 2 – Parachute Design Canada-based boutique web designing company specializing in website design, SEO, custom logo design, and branding since 2003.

Research Software

UX Studio

APRIL 6, 2023

We’ll be in touch with you to discuss your challenges further, and to come up with a custom solution for you! Parachute Design Canada-based boutique web designing company specializing in website design, SEO, custom logo design, and branding since 2003. Parachute Design is a website design company, founded by Jay Eckert in 2003.

Research Software

Andrew Chen

JULY 20, 2020

When I joined Instagram in 2016, the product had over 400 million users, but the growth rate had slowed. Elena: “When you start investing into new channels (especially paid) it is typically a signal to the product org that adjacent users are coming. New channels bring in users that will be different on some vector.

User Testing

Product Talk

DECEMBER 6, 2023

Why does the outcome focus on business value and not customer value? Why can’t you just generate opportunities from what you know about your customers? How do you represent customer segments on an opportunity solution tree? What if you are being asked to deliver more than one outcome? How do you find opportunities?

Data Visualization

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. How do we know when a pain point is worth pursuing?

Product Research

Mind the Product

JANUARY 15, 2018

And to understand what is going on, you should talk to your users, or rather, your ex-users. Understand what their biggest gripes were, what their pain points were, and why they left. Ask these questions: Is the quality of our signups the same, or is our customer mix of a lower quality than previously?

Onboarding KPIs

Business of Software Conference

FEBRUARY 10, 2020

That’s cool but you’re not going to get to understand what your users are doing and what your biggest pain points, the biggest opportunities are. And my view is that when you’re building products you can’t build a product from ivory tower and hanging out with like Jamie Diamond.

Reporting Tools

Product Innovation Educators

FEBRUARY 26, 2018

The most common job someone has before starting in product management is a business analyst, followed by engineering, then marketing/sales/customer success. They set product roadmaps and write user stories. More product managers are talking to more customers than ever before. In 2016, it was a salary increase.

Data Visualization