Win-Loss Analysis: Effort vs. Results

Product Management University

No scientific data here, just many years of sales experience. You spoke the language of the customer more so than the competition. The customer just liked you and/or your company better. They formed a stronger bond with the customer.

First Time User Experience (FTUE) For SaaS Products: How to Design a Great Onboarding Experience For Your Users


How do you make your first-time user experience (FTUE) so good that people want to keep using your product to meet their needs? In the following sections, we explore what a first-time user experience means, best practices for creating one, and inspiring examples to learn from.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

How to Reduce Time To Value For SaaS Products by Improving User Onboarding Experiences


Did you know that reducing Time To Value for SaaS products can drive product adoption ? You might have a product that offers incredible value to your customers. But you’ll still struggle to drive adoption if you don’t optimize your Time To Value (TTV).

What is Customer Effort Score (CES): The Ultimate Guide to Measuring and Improving CES


Are you looking for an effective metric to measure user sentiment ? If that’s the case, you’ll find Customer Effort Score or CES the perfect metric for your SaaS business. Measuring CES helps you keep tabs on a crucial aspect of any business – customer loyalty.

Product Analytics & Growth in Uncertain Times: The Common Denominator

Speaker: John Mansour - President, Product Management University

In this webinar, we’ll discuss a true outside-in approach for becoming product-led and how it can help you drive growth, even in uncertain economic times.

User Segments in SaaS: 8 User Segments To Focus on and Create Better In-App Experiences


“What is the purpose of creating multiple SaaS user segments?” Customers act differently. Thus the goal of creating multiple segments is to understand the needs of those segments and enhance their customer journey. What are user segments in SaaS? New users.

Customer Experience Analytics: 5 Steps To Conduct a CX Analysis [Best Tools Included]


Are you making the most out of your customer experience analytics? The data you receive from CX analytics enables you to reduce customer churn, increase customer satisfaction and retention , and help you identify the areas for product improvements. Customer Lifetime Value.

What is customer experience (CX)?

Inside Intercom

C ustomer experience (CX), or consumer experience, is the result of every interaction or touchpoint a customer has with your brand – both with your people and your products. . Think of CX as each moment of engagement along the customer journey.

New McKinsey Report Spotlights Product Management and Other Reskilling Efforts in Response to Market and Technology Trends

280 Group

For product management leaders, the report highlights how bottom-line business results are positively impacted by reskilling/upskilling efforts. However, companies face significant hurdles in their efforts to do so.

Airtable Onboarding Teardown: How to Build an Amazing SaaS User Onboarding Experience


In this article, we’re going to do a deep dive into the Airtable onboarding experience and how you can recreate it for your users. How users get to know your product is critically important (whether they are new employees or just using your product).

It's Alive! Bringing Your Product Roadmap Back From the Dead

Speaker: Lisa Mo Wagner, Product Management Coach, Writer, Speaker and WomenTech Ambassador

In this webinar, Lisa Wagner, Product Management Coach, will teach you how to create an effective outcome and data-driven roadmap that allows you to implement customer feedback in a timely manner.

To Influence Product Development, Spend More Time in the Problem Space

280 Group

Given tight deadlines and the pressure to get to market quickly with innovative products, many Product Managers feel the need to propose product features and changes they think will meet customer needs. Learning from Experience . Who is the Customer? .

The 7 Most Important User Experience Metrics To Track For SaaS Success


Want to improve your user experience metrics to make your SaaS business successful? User experience is key to keeping your customers engaged and happy. 86% of users are willing to spend up to 25% more to get a better user experience.

User Segments in SaaS: 8 User Segments To Focus on and Create Better In-App Experiences


“What is the purpose of creating multiple SaaS user segments?” Customers act differently. Thus the goal of creating multiple segments is to understand the needs of those segments and enhance their customer journey. What are user segments in SaaS? New users.

Ask this CES Survey to Customers, and Help Make Your SaaS Product Amazing


Customers want good products and services, of course, but do you know what else they want? Recognizing and improving upon this customer feedback is where a CES survey comes in handy! What Do We Mean By Customer Effort Score (CES)? A Good Customer Effort Score.

Feedback Management: A PM's Key for Continuous and Impactful Product Growth

Speaker: Hannah Chaplin - Product Marketing Principal at Pendo & Steve Cheshire - Product Manager at Pendo

Join Hannah Chaplin and Steve Cheshire as they discuss how you can utilize customer feedback to help your business stay competitive in an increasingly challenging global market.

The Business Impact of Customer Experience


Customer experience” is a ubiquitous phrase. But in a world filled with jargon and buzzwords, let’s get down to what really matters: Understanding how customer experience impacts the bottom line. Customer acquisition. Loyal customers are in a league of their own.

B2C 180

Customer Service vs Customer Experience in SaaS: What’s The Difference?


Many people tend to use the terms customer service vs customer experience interchangeably. I’m here to tell you that’s wrong; the two terms, although known to boost customer engagement and loyalty , are not synonymous. What is customer service [CS]?

5 Reasons Using Product Analytics Enhances Your Customer Experience


Here’s a harsh reality: To grow your product, your team has to be laser-focused on the customer’s experience. In the modern SaaS world, disappointed users will flee to the competition the moment they start feeling neglected. Why is customer experience important?

Instagram Proves Product Experience Is Customer Experience


Whether you’re releasing your product for the first time or adding new features to an established favorite, introducing something new leaves room for major misunderstandings. The problem was users don’t think about the value of a product strictly in terms of features.

Power of the Platform: A PM's Path to a Winning Product Experience

Speaker: Marcus Andrews - Director of Product Marketing & Keren Wexler - Sr. Director of Product

In this webinar, Marcus Andrews and Keren Wexler will explain common challenges faced by product teams, how to use analytics to create better product launches, platform adoption, and how to add feedback into your workflows!

How to Write Copy for Great In-app Experiences that Users Will Actually Read and Convert?


Microcopy is the tiny words you can see on the websites and apps that guide users and contributes to customer satisfaction. You need a deep understanding of your target audience when writing a SaaS microcopy to ensure the messaging is relevant to users.

User Psychology: How to Use UX Design Principles to Enhance The User Onboarding Experience


With these patterns in mind, you can design your app in a way that will appeal to your users and make them take the actions you want. To make the most out of the endowment effect, provide personalized experiences to make users feel like they “own” the product.

UX 52

CEOs: It’s Time to Double Down on Your Customers


As the era of “cheap money” comes to a close, many SaaS leaders are acting swiftly and decisively as they plan for accompanying declines in new-customer sales. Beware of the “leaky bucket” At a time when every customer counts, the last thing you need is a “leaky bucket.”

Customer Experience KPIs: How To Measure, Improve, and Optimize CX in SaaS?


Are you wondering what customer experience KPIs and metrics you should track? Choosing the right KPIs can make all the difference when it comes to retaining your customers in the SaaS business. There are lots of tools in the market to measure and improve your customer experience.

Build Delightful Products with Customer Validation

Speaker: John Little, Head of Product Marketing, Centercode

When it comes to delivering a solid product/market fit, customer validation is key. After all, you want to provide customers with a product that not only fills the need, but is delightful -- right? To get there, you need to commit to a vital blend of market research, strategy, and user testing. Join John Little, Head of Product Marketing at Centercode, as he explains a two-part approach to customer validation. First, how do you strategically identify your top product areas that need attention prior to release. And second, how do you turn user data into strategic priorities that help the right teams make the right decisions.

7 User Onboarding Mistakes and How to Avoid Them


If you want your SaaS to survive (and thrive), it’s critically important to avoid pitfalls and major user onboarding mistakes. not just new users). A bad user onboarding experience describes anything that prevents or limits customer success (i.e.

The benefits of squad-led discovery — Jim Morris on The Product Experience

Mind the Product

On this weeks’ podcast, we spoke with Jim Morris, Founder of The Product Discovery Team about the benefits of having a team-led approach to research, and how that can be an effective way to collaborate effectively and improve your product over time. [.]

Usability vs User Experience: What is The Difference?


Usability vs user experience – what’s the difference? As a UX designer , you aim to create app designs that facilitate the best experience. Usability refers to how easy it is for users to interact with your product’s UI and complete a specific action.

The Two Keys to Improving Mobile Customer Experience


For many customers, their first interaction with a brand happens on a mobile device, so creating a stand-out mobile customer experience is key. But that doesn’t mean the experience should be deprioritized. The two keys to improved mobile customer experience.

Make an Impact with Analytics and Journey Maps

Speaker: Kirui K. K., Co-founder and CEO of Tanasuk Africa

If you want to offer a better user experience, it can be tempting to track each and every data point in your product. However, this can quickly get complicated and overwhelming as you collect more and more data. How do you know which metrics will help you improve? Kirui K. K., Co-founder & CEO Tanasuk Africa, wants you to know that analytics don't have to be complicated to make an impact - no matter the size of your company. Join him as he explains how to create a customer journey map, then use that map to figure out the metrics you need to know - and how to use them.

Erste Group redefining digital customer experience with continuous feedback


76% of all bank interactions are online nowadays, create remarkable digital customer experience are not just buzzwords. Luckily for Erste Group, they’ve been focusing on customer experience since the very beginning. What do the customers need?

Minimum Viable Onboarding: Your Go-To Guide To User Activation


Getting user onboarding right is critically important for any SaaS: in this article, we’re going to explore the powerful concept of minimum viable onboarding. It’s not just about customer acquisition (getting users to sign up). What is user onboarding?

Experience Design For “Targeted” User Emotion

The Product Coalition

The Practical Workbook For Product Experience Design Photo by Andrea Piacquadio from Pexels A recently turned couch potato to wannabe runner, I depend on guided runs by Nike Running Club to keep me from not giving up. And then yet, again, the fifth time during the run there they are.

How to reduce churn and improve user experience for SaaS with churn exit surveys


Why isn’t every SaaS business carrying exit surveys when their users cancel? When used well they will cut your churn, improve user experience, and increase the likelihood that ex-users become customers again in the future. Bring churned users back.

Everyone Is Accountable and Responsible for a Great Customer Experience!

Speaker: Bryan Horn, Founder, CS Solutions

If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.

5 Ways to Create a Personalized User Experience


No two users are the same, so why should their onboarding be. Persona-based onboarding dials into the needs of users and delivers a personalized user experience for each customer segment throughout the user journey. Customer success stories.

Product-led Onboarding: How to Turn New Users Into Lifelong Customers


It’s not a ‘hack’ or a quick fix: it’s a mindset shift in how you approach your user onboarding process. In this article, we’re going to break down what product-led onboarding is and how product teams can implement it effectively to drive customer success.

New Computer time

The Product Bistro

She has been using a 2015 vintage iMac, 24” screen, Intel core i7, 8G ram, and (for the time) a whopping 1TB “fusion” drive. Side note: Apple’s packaging experience is awesome. It clearly is designed to be easy to unbox, and to be a positive experience.

Product Experience Insights: How To Collect PX Data and Improve the Customer Experience?


Ever wondered what your users think about your product’s features, UI design, and quality? Product experience insights help you understand how customers feel about your product, and how they react and interact with it. What is product experience in SaaS?

How to Empower Your Users So You Can Create a Great Product

Speaker: Johanna Rothman, Management Consultant, Rothman Consulting Group

Join Johanna Rothman, Author and Consultant, for her session that will discuss why instead of designing for the users, product people and their teams should collaborate with empowered users to create a great product together.