Gainsight

JUNE 13, 2024

Your customers won’t view your academy in the same light as the microwave, but you should still anticipate some adoption hurdles in both the short- and long-term. Three primary reasons: Your customers have always defaulted to help centers and their Customer Success Managers (CSM) for support and strategic guidance.

User Testing 52

User Testing Customer Experience User Friction Customer Feedback 52

Userpilot

JUNE 5, 2024

Are you on the lookout for tools that can help you improve customer retention ? This article shows what you should look for when choosing customer retention software and showcases 12 tools worth considering. Zendesk is a customer service software for omnichannel support. Before that, though, we cover some background basics.

Analytic Tools 105

Analytic Tools Feedback Software Research Software Reporting Tools 105

Product Talk

DECEMBER 7, 2022

Customer interviewing is one of the most valuable activities a product team can do. It’s simply the easiest, most sustainable way of learning about your customers and what they need. Customer interviewing is one of the most valuable activities a product team can do. What doesn’t count as a customer interview? Tweet This.

User Testing 200

User Testing Reporting Tools Customer Experience Research Software 200

Userpilot

SEPTEMBER 12, 2022

Investing in customer delight is a great business strategy to: Engage customers until they become loyal promoters. Increase customer lifetime value. But what does it even mean to delight customers? Customer delight is consistently exceeding your customer’s expectations across the entire journey.

Feedback Software 98

Feedback Software Analytic Tools Customer Experience User Testing 98

Userpilot

JULY 15, 2021

Post-launch product marketing strategy focuses on nurturing users further down the funnel. To build a product marketing team in SaaS, you first need to ask yourself: Do you rely on your sales team to convert trial users into paying customers or are you using a product-led approach ? Let’s see what each strategy covers.

Research Software 98

Research Software Onboarding KPIs Definition Product Marketing 98

Userpilot

DECEMBER 19, 2023

Managing customer accounts is a pretty tough job, but you know what’s even tougher? In this article, we will go over the responsibilities of a SaaS account manager and share tried-and-true strategies they can implement to drive product growth. Personalizing customer workflows according to their needs.

Feedback Software 103

Feedback Software Analytic Tools Product Research User Friction 103

Userpilot

MAY 30, 2023

Whether you work in product management, customer success, or marketing, you need creative survey ideas to collect feedback that’s relevant, honest, and useful for your job. Asking users to rate from 1 to 5 how easy it is to use your product and measure your customer effort score. Let’s go over them.

Customer Feedback 96

Customer Feedback User Testing Feedback Software Product Research 96

The Product Coalition

JUNE 10, 2022

Assumptions: Amazon Fresh is an e-commerce site that allows users to shop for their daily groceries. Customers can access Amazon Fresh through the Amazon.com home page that directs them to the Amazon Fresh shopping catalogue. Firstly, customer touchpoints that attribute to the success of any daily online grocery experience.

Onboarding KPIs 131

Onboarding KPIs Customer Experience User Friction Product Management 131

Userpilot

SEPTEMBER 30, 2022

In this new era, digital transformation and the digitization of customer experience are a must for most businesses. In this article, we’ll cover: What digital customer experience (digital CX) is and how it compares to regular CX? The benefits of digitizing your customer experience, including its effect on revenue.

Customer Experience 98

Customer Experience User Testing Data Visualization Feedback Software 98

Product Innovation Educators

AUGUST 21, 2023

He has established a system allowing the team to focus on understanding customer needs more deeply, creating Outcomes through hypothesis-based testing, and measuring progress through Velocity, Win Rate and impact towards their North Star Metric. I’m looking to perfect my craft over time and develop my brand of product management.

Product Research 92

Product Research User Testing Research Software Marketing 92

Alchemer Mobile

NOVEMBER 9, 2022

Customer expectations shift dramatically depending on device. The more you know about customer usability expectations, the quicker you can make data-driven product decisions. PMs have diverse backgrounds, ambiguous responsibilities, and varied definitions of what their role includes. Become an expert in mobile usability.

User Testing 246

User Testing Feedback Software Technical Review Research Software 246

Userpilot

JULY 18, 2023

Tracking your customer churn rate will help you keep tabs on business growth. This article shows you various ways to calculate churn, make sense of the data, and create proactive solutions to retain more customers. Types of churn rates you should calculate: customer churn rate, revenue churn rate , and involuntary churn rate.

User Testing 98

User Testing Feedback Software Data Visualization Customer Feedback 98

Userpilot

MARCH 7, 2024

TL;DR User engagement is a measure of how active your users are inside the product and how good the product is at keeping them interested. Customer engagement is a wider concept than user engagement encompassing customer interactions with the brand across all customer journey stages.

Analytic Tools 105

Analytic Tools Data Visualization Onboarding KPIs Feedback Software 105

Userpilot

OCTOBER 2, 2023

Use generative research methods to determine what content types users favor in knowledge bases. You can use exit interviews and surveys for generative research to improve customer churn by uncovering issues. Here’s a breakdown of methods: User Interviews : One of the most direct ways to understand user needs.

User Testing 105

User Testing Product Research Research Software Feedback Software 105

Userpilot

MAY 18, 2023

UX deals with a user's interactions with specific aspects of your product, while CX is broader and covers all customer engagements with your brand. TL;DR The user experience (UX) is the sum of a user's thoughts, impressions, and feelings as they interact with specific aspects of your product.

Customer Experience 98

Customer Experience User Testing Analytic Tools Feedback Software 98

Userpilot

DECEMBER 13, 2022

Attrition is definitely an enemy of many organizations. If you’re interested in driving product growth , you need to learn to remove it from your customers’ life. Reducing friction points in your product and business will: Streamline the sales process. Help customers adopt your tool faster. Types of friction.

Analytic Tools 98

Analytic Tools Research Software Feedback Software Data Visualization 98

Userpilot

JUNE 7, 2022

Product-centric vs customer-centric: which approach do you use for your SaaS business? By understanding the difference between a product-centric and a customer-centric approach, you can create a strategy that’s aligned with your SaaS growth goals. Have a pricing strategy that encourages users to engage with your product.

User Testing 52

User Testing Customer Experience Feedback Software Customer Feedback 52

Userpilot

DECEMBER 6, 2022

Most probably you already know how important it is for a brand to offer superior experiences, but how exactly can you measure customer experience? Something as abstract as customer experience cannot be measured directly. Reward loyal users and make them brand advocates. What is customer experience?

Customer Experience 98

Customer Experience User Testing Customer Feedback Data Visualization 98

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. Great support is key for retention.

B2C 118

B2C B2B Reporting Tools Feedback Software 118

Userpilot

MARCH 28, 2022

Definitely not! The goal of any marketing strategy is to attract and convert members of your target market into paying customers. The advantages of both marketing strategies. It can also help foster trust with customers and is cheaper to create and maintain than other forms of marketing like paid ads.

Product Marketing 98

Product Marketing Marketing Research Software Feedback Software 98

Userpilot

MARCH 6, 2024

TL;DR The product funnel is a framework outlining the stages of the customer journey , starting from its discovery and ideally leading to customer loyalty and advocacy. Product funnel is a wider concept, focusing on the whole customer journey, while marketing and sales funnels concentrate on its early stages.

Analytic Tools 104

Analytic Tools Data Visualization Research Software Onboarding KPIs 104

Product Innovation Educators

JUNE 12, 2023

Second is setting up the right funnels for access to users. I strongly believe that as a PdM, the biggest value you bring on your team is speaking to users and having a pulse of what your customers need. Planning includes the product vision, strategy, and roadmap. How do you set the vision, strategy, and roadmap?

User Testing 94

User Testing Customer Feedback Customer Experience Product Management 94

Mind the Product

OCTOBER 27, 2016

It’s a common-sense approach, but customer attitudes are shifting significantly, which means there’s a growing need for both teams to get each other’s backs in order to effectively deliver a seamless customer experience. It’s becoming a less and less reliable model for how customers actually engage with brands and businesses.

Customer Experience 154

Customer Experience User Testing Customer Feedback Weak Development Team 154

Userpilot

JANUARY 17, 2023

Value realization can make the difference between a customer who unsubscribes and a customer who becomes a brand advocate. Value realization is when a customer experiences and recognizes the value of your product or service. The value realization process has five stages: Definition. Time to live. Realization.

Feedback Software 98

Feedback Software Research Software Onboarding KPIs Customer Experience 98

Userpilot

DECEMBER 20, 2022

This makes it crucial for them to map their marketing efforts based on the customer journey and grow the business efficiently. A marketing funnel is a visualization of a customer’s journey with your business, from acquiring them to turning them into loyal brand advocates. What is a marketing funnel?

Feedback Software 98

Feedback Software Analytic Tools Customer Experience Customer Satisfaction 98

Userpilot

NOVEMBER 7, 2023

In SaaS, acquiring customers through marketing is not enough for sustainable growth. That’s why customer engagement marketing is an essential pillar, as it provides the building blocks for making customers stay, engage , and eventually become loyal advocates for your product.

Feedback Software 105

Feedback Software Analytic Tools Research Software User Testing 105

Userpilot

NOVEMBER 5, 2022

Why should you use customer discovery? Customer discovery is the process of identifying, defining, and prioritizing relevant user personas. In product discovery, you not only need to discover user needs but also ways to satisfy them. Markets are in a constant flow and customer discovery helps you keep up with the changes.

Product Research 98

Product Research User Testing Customer Feedback Customer Experience 98

Dear Strategy

SEPTEMBER 30, 2020

On this episode of Dear Strategy, we analyze the practice of charging as much for the ink jet cartridges as for the printer itself. It’s called “captive pricing” and, just as the name implies it’s a strategy that’s not exactly designed with the customer in mind! Dear Strategy: Episode 121. But it will eventually happen.

Strategy 52

Strategy User Friction Naming Workshop 52

Userpilot

OCTOBER 13, 2022

We talk about product parity or brand parity when a brand’s product offers exactly the same functionality as competing products. Product parity also limits your marketing and branding strategies. Building features that your user asks for may be necessary to stay competitive. Product parity definition.

Product Research 98

Product Research User Testing Feedback Software Research Software 98

Userpilot

APRIL 30, 2024

Wondering what a marketing growth strategy is? From this article, you will find out how to develop a strong growth marketing strategy and learn growth marketing tactics for different customer journey stages. Start building your marketing growth strategy by setting goals. If so, we’ve got you covered. Let’s get to it.

Analytic Tools 105

Analytic Tools Feedback Software Data Visualization Onboarding KPIs 105

Userpilot

JANUARY 28, 2022

As a SaaS owner or product marketer, you definitely know that success is highly dependent on good customer experience optimization. After all, customer success is directly tied to customer lifetime value and feature adoption which makes it even more important to keep the customer’s experience positive.

Customer Experience 98

Customer Experience Feedback Software Analytic Tools User Testing 98

Userpilot

SEPTEMBER 1, 2021

There are some best practices you need to follow when it comes to a SaaS marketing strategy that works – it's not enough to simply copy-paste what other SaaS companies are doing. best practices include: user-centered mindset, personalized messaging, continuous feedback loops, data-informed decisions. Let’s jump in.

Feedback Software 98

Feedback Software Research Software User Testing Customer Feedback 98

Usersnap

FEBRUARY 4, 2019

Customers making purchases. And what keeps customers making purchases? The question then becomes how you determine the satisfaction level of your customers. Monitoring customer satisfaction means getting feedback from them. Unfortunately, a lot of customers ignore those emails. And what makes a business successful?

User Testing 70

User Testing Customer Feedback Feedback Software Customer Experience 70

Userpilot

APRIL 25, 2024

TL;DR Market research is a systematic and objective process crucial for understanding target markets, refining business strategies, and informing decisions, which includes collecting, analyzing, and interpreting data on customers, competitors, and the industry. Gone are the days when just intuition or subjective judgment was enough.

Research Software 52

Research Software User Testing Data Visualization Market Research 52

Userpilot

APRIL 30, 2024

From the article, you will learn why you should develop a value-based growth strategy for your SaaS and how to do it. TL;DR Value-based growth is a strategy that prioritizes delivering value to customers. A robust customer success strategy enables customers to get the most out of the product.

Feedback Software 105

Feedback Software Analytic Tools Product Research Data Visualization 105

Userpilot

FEBRUARY 20, 2020

Mostly it means that if you haven’t yet sat up and started figuring out your product marketing strategy, then you really should. What a product marketing strategy involves. In the words of Dave Gerhardt of Drift : Traditional marketing focuses on acquiring and converting customers. That means it doesn’t include brand awareness.

Feedback Software 108

Feedback Software Research Software Product Marketing User Testing 108

Userpilot

OCTOBER 11, 2022

Looking for ways to implement lead segmentation and create more effective marketing strategies? If you want to convert your leads into paying customers, having a data-driven segmentation strategy for your product is compulsory. Lead segmentation divides your leads into smaller lists, based on user activities or characteristics.

Feedback Software 98

Feedback Software User Testing Data Visualization Customer Experience 98