Userpilot

MARCH 8, 2022

Her company, Produx Labs, provides product management training. How product strategy uses a company's vision to fuel profitability. An iterative product framework for identifying and pursuing the right opportunities to create value. Author of “The Build Trap”. How to create a scalable product organization.

Technical Advisors 109

Technical Advisors Product Research Analytic Tools User Testing 109

Intercom, Inc.

FEBRUARY 1, 2022

“80% of customers are more likely to do business with a company that offers personalized experiences” People naturally gravitate towards others that make them feel safe and valued – the same thought process can be applied to customer support. After all, if you don’t know, you can’t grow. .

User Testing 118

User Testing Customer Experience Data Visualization Customer Feedback 118

Intercom, Inc.

JUNE 1, 2021

As brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. Want to learn more about how conversational experiences are fuelling customer retention and business growth for major companies like yours? Download your copy of the thought leadership paper now.

Data Visualization 232

Data Visualization Reporting Tools Research Software Customer Communications 232

Product Bookshelf

JANUARY 1, 2021

Product-led companies use their product to facilitate demand generation, qualification, sales, onboarding, activation, and engagement. By contrast, sales-led companies rely on people to undertake these activities. Bush provides a framework for deciding between freemium, free trial, and demo options. What is product-led growth?

Onboarding KPIs 62

Onboarding KPIs Customer Experience User Testing Software Review 62

Brian Balfour

AUGUST 3, 2017

This is part five in a series about 4 Frameworks To Grow To $100M+. In the introduction I explained there are two types of companies: Tugboats, where growth feels like you have to put a ton of fuel in to get only a little speed out. If they are essentially the same core product, why can't one company dominate the entire market?

Marketing 57

Marketing Outbound User Testing Reporting Tools 57

Intercom, Inc.

NOVEMBER 20, 2018

The “ Jobs to be Done ” framework is a useful resource to help frame the context from their side of the fence. At the very least, it is worth reading up on SPIN selling and the Sandler sales system , as these are popular sales methodologies among software companies and will help you think about how you structure your approach.

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

Intercom, Inc.

JULY 29, 2021

We retailed stores and we sold to companies, including tech companies, and after taking a bit of a break and doing some traveling, I came back to Dublin and took a look around and tech was really beginning to boom. And because I’d sold bicycles to most of the tech companies in Dublin, I had some good contacts.

Feedback Software 223

Feedback Software Reporting Tools Customer Experience Weak Development Team 223

Userpilot

OCTOBER 25, 2022

To define the product vision , product managers need to take their market research results along with the company objectives and use them to outline what they want the product to be like in the future. It needs to be aligned with the company’s vision and corporate strategy. What is strategic product management?

Product Research 85

Product Research User Testing Customer Feedback Research Software 85

Intercom, Inc.

MAY 6, 2019

Here at Intercom, we worked with The Re-Wired Group early on to apply the Jobs to be Done framework to our product strategy. Let’s take a closer look at how companies have used these forces effectively to increase product adoption. Check out how Cleo uses our Answer Bot to manage close to 200 inbound chats coming in daily.

Onboarding KPIs 196

Onboarding KPIs Customer Experience User Testing Research Software 196

Userpilot

MAY 3, 2023

Marketing analytics primarily focus on external data and metrics related to customer acquisition, inbound marketing channels, website attribution, and engagement with your community. Different goal-setting frameworks , like OKR or the Golden Circle framework, can be used to determine your objectives. OKR framework.

Analytic Tools 66

Analytic Tools Data Visualization Feedback Software User Testing 66

Brian Balfour

JULY 12, 2017

This is part 3 in a series about the growth frameworks companies need to grow to $100M+ Part One: Introduction & Why Product Market Fit Isn't Enough. The Road to a $100M Company Doesn’t Start with Product. This is part three in a series about 4 Frameworks To Grow To $100M+. Subscribe to get the rest of the series.

User Testing 90

User Testing Strategy Product Research Outbound 90

Intercom, Inc.

NOVEMBER 7, 2019

Four years later, and as the company moves decidedly upmarket with their customer base, it’s adapting its sales cycles to cater for bigger clients. Nico joined me on Inside Intercom this week, where we discussed everything from the three stages of company growth to how growing companies can address new markets.

Feedback Software 162

Feedback Software Marketing User Testing Finance 162

Userpilot

DECEMBER 15, 2021

Many SaaS companies leverage iPaaS platforms such as Zapier to meet the demand for integrations. Before we get into the strategies and frameworks for monetizing integrations, keep in mind this: If any integration is fundamental to your product functioning and delivering value, it should not be treated as an upsell. Company Size.

Customer Experience 88

Customer Experience Data Visualization Customer Feedback Webinar 88

Intercom, Inc.

NOVEMBER 17, 2022

Alina Vandenberghe is the Co-Founder and Co-CEO of Chili Piper , an inbound conversion software that helps sales teams automatically schedule appointments and instantly turn leads into qualified meetings. Growing up in Romania, Alina built her first company even before enrolling in high school to help pay for her studies. Liam: Okay.

User Friction 118

User Friction Customer Experience Weak Development Team Travel 118

Brian Balfour

JULY 18, 2017

This is part four in a series about 4 Frameworks To Grow To $100M+. In the introduction to this series, I explained there are two types of companies : Tugboats, where growth feels like you have to put a ton of fuel in to get only a little speed out, and Smooth Sailors, where growth feels like wind is at your back.

User Testing 65

User Testing Outbound B2B Inbound 65

DISQO

JULY 5, 2018

Amazon has a point of view that’s deeply embedded in the company,” Investor’s Business Daily explains. “It I’ve seen three general models work for adding experimentation to your company’s arsenal of customer-focused initiatives: Product teams have direct access to frameworks, tools, and platforms to run experiments.

User Testing 66

User Testing Research Software Market Research Product Research 66

Userpilot

SEPTEMBER 5, 2022

This program is designed for more enterprise companies trying to get personalized training while enhancing their customer success systems. Increasing the company’s customer engagement. It could also be a good option for a company that needs to train new CSMs for its team. Hubspot Academy Inbound Service Fundamentals.

User Testing 85

User Testing Customer Experience Customer Feedback Certifications 85

Userpilot

JULY 19, 2021

said that customer experience at most companies needed to improve. The study showed that companies that get customer success right prioritize technologies that improved customer experience. In this article, we look at how Customer Engagement Platforms benefit SaaS companies. In a PWC study , more than 54% of consumers in the U.S

Analytic Tools 97

Analytic Tools Research Software Reporting Tools Customer Communications 97

DISQO

JULY 5, 2018

Amazon has a point of view that’s deeply embedded in the company,” Investor’s Business Daily explains. “It I’ve seen three general models work for adding experimentation to your company’s arsenal of customer-focused initiatives: Product teams have direct access to frameworks, tools, and platforms to run experiments.

User Testing 40

User Testing Research Software Product Research Market Research 40

DISQO

JULY 5, 2018

Amazon has a point of view that’s deeply embedded in the company,” Investor’s Business Daily explains. “It I’ve seen three general models work for adding experimentation to your company’s arsenal of customer-focused initiatives: Product teams have direct access to frameworks, tools, and platforms to run experiments.

User Testing 40

User Testing Research Software Product Research Market Research 40

Brian Balfour

OCTOBER 13, 2017

This post is the HubSpot Sales case study that illustrates the concepts of the 4-Fits Framework, a 5 post series in which I explain the four frameworks you need to align to grow to a $100M+ company. Disclaimer: I left the company over a year ago and have no knowledge of current numbers. We need to do the reverse.

Framework 111

Framework User Testing Customer Experience Inbound 111

Intercom, Inc.

JULY 28, 2021

Where once the ability to measure the ROI of support eluded many companies, our research shows that 57% of teams are now measuring the impact their support has on revenue. or “Phone and email support are inefficient and causing my team to get swamped with inbound conversation volume, how can I fix this?” The key to this balancing act?

Reporting Tools 239

Reporting Tools Research Software Inbound Customer Experience 239

Product Talk

JANUARY 4, 2023

We made this decision for two reasons: Our courses are a more cost-effective way for teams to learn the basics of our continuous discovery framework. It helps us scale our impact by working with more teams at more companies. That meant that at most, I was able to introduce 90–150 people to my continuous discovery framework each year.

Product Research 162

Product Research Software Review Travel Books 162

Brian Balfour

OCTOBER 12, 2016

As we emphasize continuously in Reforge , becoming an elite growth marketer has nothing to do with the specific hammer in your toolkit and everything to do with mastering the emerging skills, frameworks, and thought processes that enable you to solve new problems, repeatedly. It is such a popular question that it was asked on Inbound.

Marketing 94

Marketing Data Visualization Customer Experience User Testing 94

Userpilot

AUGUST 23, 2023

Shifting companies’ focus or goals toward the customer value chain can lead to better decisions and lasting advantages that will benefit business activities for years if not decades to come. For instance, the value chain of Amazon’s inbound and outbound logistics would look very different from the value chain of Prime Video.

User Testing 88

User Testing Customer Feedback Feedback Software User Friction 88

Userpilot

AUGUST 14, 2023

The Pirate Metrics Framework is a great growth marketing framework – covering the 5 stages of acquisition , activation , retention , referral, and revenue. What is the growth marketing framework? allow prospective customers to see the potential benefits of doing business with your company.

Onboarding KPIs 86

Onboarding KPIs Strategy Marketing User Testing 86

The Product Coalition

OCTOBER 21, 2019

The roles of Product Manager, Product Marketer and Product Owner (if they all exist in your company) will all vary depending on what senior management have seen before, what other roles exist, the types of product and the size (or maturity) of the company. As companies get bigger product roles typically become much more specialized.

Outbound 60

Outbound Inbound Product Management Product Manager 60

Userpilot

NOVEMBER 8, 2022

Product marketing OKRs are a goal-setting framework involving two parts: objectives and key results. A product marketing OKR is important because it establishes a solid foundation for the product marketing process , brings clarity on how you’ll achieve the company-wide goals, motivates your team, and brings controlled autonomy.

Onboarding KPIs 94

Onboarding KPIs Product Marketing Marketing Data Visualization 94

Intercom, Inc.

NOVEMBER 27, 2019

These companies obviously have an amazing product. It’s even garnered them an enviable position among Deloitte’s Fast50, a list of the fastest growing software companies in the UK. As the Head of Growth, Ed’s mission is straightforward if far from simple – taking the company’s already skyrocketing growth and accelerating it.

Data Visualization 186

Data Visualization Reporting Tools Software Review User Testing 186

Intercom, Inc.

JUNE 23, 2020

Between them our panel offer a 360° view of this important development and allow us to better understand how and why this framework was developed and what it might mean for your business. That sounds like a really robust framework. Kaitlin Pettersen : Global Director of Customer Support. Jane Honey : Senior Director of Product.

Reporting Tools 118

Reporting Tools Customer Experience User Testing Data Visualization 118

Intercom, Inc.

MARCH 31, 2021

Below, we share a proven framework and powerful workflows for freeing up your support team’s workload and ensuring only the most high-value, complex queries reach their inbox. At Intercom, we use a framework called the Conversational Support Funnel to deliver efficient, personal support to our customers. Be personal.

Data Visualization 213

Data Visualization User Friction Customer Experience Customer Satisfaction 213

Intercom, Inc.

JULY 19, 2021

And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships. It’s quick, efficient, and personal, meaning that customers can get the answers they need, where and when they need them.

Weak Development Team 129

Weak Development Team Reporting Tools Research Software Feedback Software 129

Userpilot

JULY 22, 2023

The land and expand sales strategy focuses on landing a small deal within a team, company, or organization and then using that contract to nurture the customer relationship through excellent service. The three-stage growth loop framework. Keep your upsells or cross-sells contextual and timely to achieve the best results. Source: Slack.

Feedback Software 71

Feedback Software User Testing Strategy Onboarding KPIs 71

StubHub

MAY 8, 2019

The quality of response of our API support team was impacted due to the high volume of inbound support calls from partners. Specifically, we worked with their Day 0 Engagement team using the SPRINT framework?—?a The more we did this, the more it sank in that firefighting alone wasn’t sustainable in the long run.

Reporting Tools 8

Reporting Tools Analytic Tools Feedback Software Data Visualization 8

Intercom, Inc.

NOVEMBER 23, 2022

In 2012, looking to build something of his own, Patrick founded ProfitWell , a suite of products to help SaaS companies grow by optimizing pricing, reducing churn, and getting accurate revenue reporting. Looking back, he doesn’t regret the decision to sell, but to put it nicely, merging the companies wasn’t exactly a walk in the park.

Research Software 118

Research Software Analytic Tools Feedback Software Software Review 118

Business of Software Conference

JANUARY 28, 2019

A sales coach with experience working with software companies including Redgate and StackExchange, Paul has a huge amount of experience and insight to share on the process of selling your software. In this talk from BoS USA 2017, Paul talked about the important things to get right to set your company up well to turn your software into money.

Research Software 40

Research Software Feedback Software Magazine Customer Experience 40

Lenny Rachitsky

MARCH 12, 2024

It’s the same advice you hear when starting a company. Are there any frameworks, methods, or processes you’ve found to be especially useful in your work that others may find useful, too? Some of these inbound requests have turned into great episodes, but I find this channel to be the least helpful for finding great guests.

Technical Review 136

Technical Review Analytic Tools Research Software Feedback Software 136