Intercom, Inc.

DECEMBER 10, 2019

It took time to capture the data, to discover if we could move the metric, and to see if there was causation between the proxy and retention. We could have put in a lot more analytics effort to try to correlate successful searches with business results, but there are a lot of daisy chain steps along that path.

Onboarding KPIs 281

Onboarding KPIs Framework Product Research User Testing 281

Intercom, Inc.

NOVEMBER 30, 2022

Celebrating success without clearly understanding causation, generally speaking, is something you should be very paranoid about. So we got our blog posts and our Twitter threads, and even a few ropey TikToks. Find the slices of your business that perform by things like: Vertical: B2B vs B2C, SaaS vs e-commerce, etc.

Engineering 151

Engineering Research Software Onboarding KPIs Customer Experience 151

Userpilot

APRIL 28, 2021

This is especially true in the SaaS world, where retention, not acquisition, is so strongly correlated with profitability. User retention vs. growth. Other key takeaways from the study include: The relationship between retention and growth is one of causation, not just correlation. One of those is Userpilot.

Research Software 52

Research Software Feedback Software Customer Experience User Testing 52