Lenny Rachitsky

JANUARY 16, 2024

Each week I tackle reader questions about building product, driving growth, and accelerating your career. If you’re not a subscriber, here’s what you missed this month: What to do if your product isn’t taking off First-principles thinking Inspiration for the year ahead Subscribe to get access to these posts, and every post.

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User Testing B2C Outbound Feedback Software 122

Userpilot

FEBRUARY 5, 2024

But, how can you maximize this metric to attract more customers organically and cultivate product-led growth ? For B2C opt-in trials, a 15% conversion rate is considered effective, while B2B targets should aim for 25%. How you increase trial-to-paid conversion rate determines how good your SaaS model is.

Feedback Software 52

Feedback Software User Testing Data Visualization Analytic Tools 52

Userpilot

DECEMBER 19, 2022

Creating buzz with consumers or even having a product go viral is quite easy in a B2C (business-to-consumer) environment. This article will teach you the difference between B2C and B2B marketing, go over a few B2B examples, and walk through 15 proven strategies that can take your product marketing to the next level!

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B2B User Testing Research Software Analytic Tools 105

Userpilot

APRIL 7, 2021

How important are your user engagement metrics? Well, let’s say you have a newsletter building tool with 3 million users and your competitor has 800,000. Nobody is using the core feature. However, the competitor-the one with 800,000-has majority of their users sending out the newsletter (using their core feature).

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Onboarding KPIs User Testing Customer Experience Customer Feedback 77

Gainsight

JULY 20, 2022

In the world of product development, we call this process user segmentation , and it’s just as useful for product managers trying to understand their audiences as it is for audiences trying to understand TV show awards. . Or, they might be based on the users’ actual behavior in the product. What is user segmentation, exactly?

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Analytic Tools Customer Experience Data Visualization Customer Feedback 59

Userpilot

JULY 26, 2021

Have you, like me, ever wondered how it’s possible to try so many SaaS products for free? It’s because of something called product-led growth (or product growth for short.). They use their product as the selling point. They promote their products, right? But isn’t that what all companies do? Not exactly.

Analytic Tools 98

Analytic Tools Feedback Software Onboarding KPIs User Testing 98

Indicative

MARCH 12, 2021

The big challenge for SaaS companies today isn’t customer acquisition—it’s activation, getting those leads to fully adopt the product and become long-term active users. That means SaaS product and marketing teams need to shift their focus toward product adoption. A Framework for Driving Product Adoption.

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Analytic Tools Onboarding KPIs Product Research Customer Experience 101

Userpilot

FEBRUARY 7, 2024

Your SaaS product’s free trial conversion rate is one of the most important growth metrics to track. That’s because an integral component of the product-led growth strategy is your ability to convert a free trial user into a paying customer. Enable self-service support through a resource center.

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Customer Experience User Testing Onboarding KPIs B2C 52

Intercom, Inc.

NOVEMBER 11, 2021

Users are recruiting your product to reach a specific outcome in their lives — whether that’s catching a flight to reunite with their families or using a productivity app to meet a deadline and impress their boss. But despite how relevant the topic still is, we’re not just here to talk about the ideal onboarding experience.

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Customer Experience Onboarding KPIs User Testing Feedback Software 254

Userpilot

FEBRUARY 12, 2021

However, our State of SaaS Product Onboarding study we did in 2020 (2021 report coming soon!) Of the 1000 companies we signed up for to study their onboarding, 73% of B2C companies offered a free or freemium product, and 86% of B2B brands offered a free trial instead of freemium. Table of Contents.

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User Testing Reporting Tools B2C Onboarding KPIs 98

Gainsight

MAY 14, 2020

Our CEO, Nick Mehta, kicked off day 2 with an opening keynote featuring Mapbox, VTS Intellishift, Adobe, PTC, and Docusign. These game-changing speakers shed light on how they are using Gainsight to structure their Customer Success organizations, use data to drive processes, solve customer problems, and deliver results for their customers.

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Data Visualization Feedback Software Customer Feedback User Testing 52

Gainsight

FEBRUARY 4, 2021

Growth rate, gross margin, and other traditional metrics matter greatly. But software leaders have increasingly recognized the importance of a new metric unique to the SaaS world, Net Dollar Retention (NDR). If you want to dive in more on why Dave thinks NDR is the new metric, see his SaaStr presentation here.

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Analytic Tools Onboarding KPIs Data Visualization Customer Experience 72

Gainsight

FEBRUARY 9, 2023

B2B and B2C. But, you can take steps to start the education process as part of your partner onboarding and orientation. Teach them about onboarding and key milestones you see along the customer journey. Low adoption of a product feature that was a big priority for the customer? None of them are groundbreaking!

Customer Experience 52

Customer Experience Research Software User Testing Customer Feedback 52

Userpilot

AUGUST 30, 2021

Which product analytics tools should you be using? How many analytics tools do you need? And what type of analytics really matters for a product marketing manager? By the end, you'll know the only type of analytics tools you really need as a PMM. What is product analytics?

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Data Visualization Analytic Tools Feedback Software Reporting Tools 98

Userpilot

JULY 30, 2021

What exactly is the product manager role? And the role of a product manager can vary drastically depending on the type of product manager. That’s why we’ve put together a comprehensive post on everything you need to know about the product manager role, including: Responsibilities of a product manager. Let’s dig in!

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Feedback Software Research Software Reporting Tools Product Research 98

Amplitude

DECEMBER 6, 2020

You’d only need to build one set of features to solve their problems. Sadly, this isn’t the case—so your users will invariably find and engage with your product for a variety of reasons, and from a variety of different sources. . You’d only need one marketing channel to find your users. What is the Customer Lifecycle?

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Customer Experience Analytic Tools User Testing User Friction 59

Userpilot

OCTOBER 26, 2021

Is the "North Star Metric" just another bit of SaaS jargon somebody has coined to rename something everybody already knows about? And should you, as a product manager care about it? What other SaaS companies use the North Star Metric and how can you find yours? What difference does it make if your product is B2B or B2C?

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B2C Onboarding KPIs Analytic Tools B2B 97

Userpilot

APRIL 18, 2024

From learning about the product to a desired action, like a purchase. Examples: SEO product-led content or email marketing. A free trial is a chance for potential customers to experience product value. Funnel and Path exploration are two main Google Analytics reports for tracking conversion path performance.

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Data Visualization Analytic Tools Feedback Software Marketing 99

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. I spend a lot of time sifting through documents, positioning and stories – trying to figure out who we’re talking about. See personas 4 and 7.” Wasted energy.

User Testing 101

User Testing Customer Experience Analytic Tools Research Software 101

Userpilot

JANUARY 9, 2023

What is a product persona? How can they help product managers build a successful product? We also look at the process of building a product persona, the data you need to collect, and some user persona examples that you can use for your SaaS. Product personas are fictional characters that represent real users.

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Feedback Software Research Software Analytic Tools User Testing 97

Userpilot

JUNE 27, 2022

In short, developer marketing is more than just capturing the attention of software developers and getting them to use your product. Developer marketing is a set of strategies and tactics designed to connect, attract, and incentivize developers to adopt your product. Let’s get started! Why is developer marketing important?

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Weak Development Team Development Marketing User Testing 52

Userpilot

NOVEMBER 25, 2021

One of the most powerful tools at your disposal in SaaS is in-app feedback surveys. If you can collect, interpret, and act on data that your users are sharing about their successes, problems, and how they feel about your product in general, you have a recipe for exponential customer growth and long-term user retention.

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Feedback Software Analytic Tools Data Visualization User Testing 98

Userpilot

OCTOBER 15, 2022

How to track customer experience metrics. B2B customer experience differs from B2C because it’s rooted in building trust over the long term. B2B customer experience differs from B2C because it’s rooted in building trust over the long term. B2C sales cycles are shorter so factors like speed are more important.

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Customer Experience B2B User Testing Customer Feedback 98

Andrew Chen

DECEMBER 20, 2016

[Andrew: Paid marketing remains an integral part of many products’ acquisition channels, and one of the key metrics is Cost of Customer Acquisition, which is a nuanced calculation with lots of gotchas. Since Dropbox is a freemium product, CAC would be the cost to acquire a paying user on either their pro or their team plan.

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Customer Experience User Testing B2C Onboarding KPIs 111

Userpilot

SEPTEMBER 23, 2022

Customer churn measures the number of customers that have abandoned your product over time. Lack of in-app guidance, ineffective support systems, poor onboarding, and unclear or insufficient value proposition are the leading causes of customer churn. The first step to reducing the customer churn rate is to set the right expectations.

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization Research Software 52

Amplitude

NOVEMBER 12, 2019

Compared to one-time-purchase software, SaaS products offer a few key benefits. Whether the pricing model is monthly, yearly, or otherwise, subscription-based pricing models keep revenue relatively predictable. Are users interacting with in-app features in the ways you want them to? opportunities). opportunities).

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Analytic Tools Onboarding KPIs Enterprise Data Visualization 94

Mironov Consulting

FEBRUARY 6, 2020

I’m often asked what KPIs B2B/enterprise product folks should use, or what OKRs they should choose. This is (of course) an unreasonable question, as every product/ business has its own uniqueness. Why KPIs from consumer companies don’t fit well with B2B/enterprise. 1] Generic KPIs? But metrics aren’t generic.

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B2B Enterprise Onboarding KPIs User Testing 118

Business of Software Conference

JUNE 5, 2019

In this talk, Carl talks about how PrecisionLender use AI to offer a valuable service to their customers, and what he sees as the future of AI. 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.

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Feedback Software Research Software Reporting Tools Data Visualization 40

The Product Guy

JUNE 18, 2020

Guest Post by: Marvin Mathew (Mentee, Session 11, The Product Mentor) [Paired with Mentor, Jordan Bergtraum]. Ruthless prioritization translates to product teams spending time building the right thing at the right time. Get Insights. Product: What are the key metrics that we’re tracking? It’s cyclical.

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Product Research Feedback Loop Feedback Software User Testing 165

Userpilot

MARCH 15, 2022

Is your SaaS business trying to leverage product growth to achieve success? In the SaaS world, product growth (or product-led growth) has become a popular way to drive growth as it allows users to experience the value of your product before they even subscribe to a plan. What is product growth in SaaS?

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Onboarding KPIs Customer Experience Data Visualization Customer Feedback 97

Userpilot

JUNE 30, 2021

The average conversion rate from your SaaS free trial has a big impact on your product’s growth and blindly f ollowing benchmarks is not the best way to focus your efforts. There are four main types of free trials: Opt-in and Opt-out Unlimited free trial and Limited free trial, ranging from 7 to 60 days depending on the product.

Feedback Software 98

Feedback Software Onboarding KPIs Customer Experience Data Visualization 98

Userpilot

NOVEMBER 9, 2021

What’s the difference between a Counter Metric vs North Star Metric? While having a North Star Metric helps your team focus on one big direction for your product, a Counter Metric keeps you in check, making sure you don’t over-optimize just for the sake of one metric, missing key aspects of your SaaS business growth.

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Onboarding KPIs Data Visualization Analytic Tools Customer Experience 52

Mironov Consulting

SEPTEMBER 14, 2020

Over the last three decades, across 10 full-time jobs and 150 consulting clients, I’ve headed up product teams 18 times (mostly as interim VP ) and helped another dozen companies choose their Head of Product. Here are some patterns I’ve seen in picking successful Heads of Product.

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Reporting Tools Analytic Tools Onboarding KPIs Data Visualization 145

Intercom, Inc.

MAY 24, 2018

When used correctly, data can powerfully enrich sales and marketing efforts and help any business fuel growth. But all too often, companies fall into the trap of using partial or old data to drive major decisions. Companies commonly make the mistake of using expired or partial data from a small subset of users to justify big decisions.

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Data Visualization Feedback Software Customer Experience B2B 182

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. All startups built double-sided marketplaces, serving B2C as well as B2B customers. These are my lessons learned on making ‘agile’?—?including

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Gainsight

JULY 1, 2022

Increasing investments make it easier than ever to launch a new business, but the proliferation of new products in the market means it has never been more challenging to achieve growth. Make the product itself a key player in the customer lifecycle and experience. . At the center of this new philosophy is product-led growth (PLG).

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Data Visualization Analytic Tools Research Software Feedback Software 52

Mixpanel

FEBRUARY 19, 2020

In the latest edition of our Metrics that Matter series , we discover the immense market opportunity in connecting customers to hotel suites, and why Airbnb, Booking.com, and major hotel chains rely on Kyle Killion, the founder of Suiteness , to increase bookings. Let’s dive in. Mixpanel: How did you get here, and what sets Suiteness apart?

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Onboarding KPIs Data Visualization Travel B2C 126