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Best Practices For Creating a B2B Frictionless Customer Experience

Userpilot

A frictionless customer experience ensures your customers stay with you for a long time. But it requires dedication and consistency to achieve a frictionless experience for your users. Analyze user engagement and find improvement areas.

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Customer Activation Funnel: How to Get New Users to Experience Value

Userpilot

An effective customer activation funnel can be an extremely powerful way to channel new customers through your product and get them to experience value fast. A user funnel is a concept that represents the entire customer journey. What is customer activation?

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What is Real-Time Customer Feedback in SaaS? Benefits, Examples, and Best Practices

Userpilot

Customer feedback is an invaluable resource for SaaS businesses. The more effectively you manage customer feedback and incorporate it into your product, the more valuable it becomes to your customers. Want to set up a real-time customer feedback system?

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

Userpilot

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.

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Unlock Product Growth

Building a foundation for growth begins with the right analytics solution. That’s why we’ve identified 5 key pillars to guide you through the process of comparing product analytics tools and help ensure your organization’s success.

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User Friction in SaaS: How to Identify and Reduce User Experience Friction to Win More Customers

Userpilot

User friction is anything that prevents users from getting things done and accomplishing their goals. Too much friction kills your relationships with customers and eventually results in churn. How to identify user experience friction. What is user friction?

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13 Emerging Customer Service Trends to Follow in 2023

Userpilot

With so many companies prioritizing their customer service efforts for a good reason, we decided to list 13 emerging customer service trends that can help you exceed customer expectations and drive business growth. What are customer service trends?

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User Segmentation: How to Segment Your User Base for Better Product Management?

Userpilot

User segmentation is an essential strategy in product management. It improves customer experience, increases retention, and drives product growth. But where do you get started with user segmentation? The most common ways to segment users. JBTDs, user roles, etc.).

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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.

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Customer Education Examples to Ensure User Growth in SaaS

Userpilot

Examining the right customer education examples can help you improve your customer education program and the overall customer experience. As customer expectations continue to soar, a solid customer education program helps you stand out from the competition.

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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.

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Real-time Personalization 101: What Is It and How to Do It

Userpilot

Real-time personalization is what your users have come to expect from their customer experience. Everyone has their own goals and challenges, and they want their product experience to be tailored to what they need. What is real-time personalization?

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What is Marketing Resource Management and How it Can Streamline Your Marketing Efforts?

Userpilot

Although customer relationship management shares the same principle of centralization, it focuses on nurturing leads and efficient customer management rather than resource management. Keep brand consistency across all communications with users.

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

Userpilot

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.

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What are User Surveys and How to Conduct One?

Userpilot

What are user surveys, and how can you conduct one to gather actionable user feedback ? Through user surveys, you can gather deeper insights into how customers perceive or interact with your product and what you can do to better meet their expectations.

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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.

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20 Product Survey Questions to Ask Users for Gaining Valuable Insights

Userpilot

What better way to gather customer feedback ? TL;DR A product survey is a tool used by companies to gain valuable insights from customers in a structured way. How was your experience using this product feature? Segment users and send them relevant product surveys.

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How to Perform Customer Needs and Wants Analysis

Userpilot

Your product needs to serve your customers, and a customer needs and wants analysis helps to ensure you are addressing all customer pain points. These insights can inform your product development and keep a pulse on any changes in your customer’s needs and wants.

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Customer Insight 101: How To Collect Data and Improve the User Experience in SaaS?

Userpilot

What is customer insight, and why is it essential for SaaS companies? As a product manager, you should collect customer insights to understand how users feel about your products and services. What part of the user journey makes them happy or upset? Customer feedback.

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User Behavior Analytics Use Cases for SaaS

Userpilot

There are different user behavior analytics use cases you can implement when conducting user behavior analytics. First, the use cases we’ve put together for this article present different angles of how to act on behavioral data at different stages of the customer journey.

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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.

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8 Customer Activation Examples to Ensure User Growth in SaaS

Userpilot

Let me guess: your product adoption needs a boost, so you're looking up customer activation examples from SaaS businesses like yours. TL;DR Customer activation is the second stage in the user journey—after customer acquisition. Create more loyal customers.

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User Adoption in SaaS: Definition, Strategies, Tools, and More

Userpilot

User adoption is essential for B2B SaaS companies, as it helps customers to learn about your product, adopt features , stick around, and nurture product growth. But how does user adoption impact your business? And your role at a customer success team? User adoption phases.

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10 Real-Time Customer Engagement Techniques That Drive Loyalty and Retention

Userpilot

In today’s world, real-time customer engagement is one of the most important ways to ensure continued business growth and customer success. Real-time customer engagement is when a customer interacts with your brand actively with back-and-forth feedback.

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Customer Onboarding Cost in SaaS: Build vs Buy Approach

Userpilot

If you’re a product manager who doesn’t have a firm grasp over your customer onboarding cost, stop right there – you’re putting your business in danger. TL;DR Customer onboarding describes the process of showing your users how to get value from your product or service.

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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.

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10 Actionable Tips To Reduce Customer Attrition and Increase Loyalty

Userpilot

Want to improve the current customer attrition rate in your SaaS company? Customer attrition is one of the main problems for SaaS companies. Although you’ll inevitably lose customers occasionally, you should always keep the attrition rate at a minimum.

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How to Digitize Customer Experience For Your Product: Best Practices and Examples

Userpilot

Customer experience is so important for product growth and retention. Digitize customer experience to meet customers where they are – online. In this article, we’ll cover: What digital customer experience is and why you should do it.

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How to Conduct An Effective Customer Analysis in 8 Steps

Userpilot

Effective customer analysis is the key to business success. Understanding customers’ unique needs and expectations allow companies to better meet these needs. Let’s take a closer look at what customer analysis is, its benefits, and how to get started.

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User Retention 101: The Complete Guide for Retaining Loyal Users

Userpilot

If you’re in SaaS, you need to absolutely nail user retention as keeping hold of users is vital to the survival of any business. TL;DR User retention measures how successfully you keep hold of your customers over a given time frame. What is user retention?

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Use Discovery and Delivery to Experiment Our Way to a New Normal

Speaker: Johanna Rothman, Management Consultant, Rothman Consulting Group

Many of us are accustomed to planning for either discovery or delivery. We know how to plan for where we want to be for a product (delivery). And, we know how to plan to discover a market (discovery). Right now in 2020, those plans might not be worth anything. The world is still in upheaval—and no one has a crystal ball to know when we should plan more in-depth. Instead of planning for either discovery or delivery, we can use experiments—for all our work. When we focus on experimentation, small bets, and short feedback loops, we can create the kinds of products our customers will love.

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Customer Success Renewal Playbook for SaaS Companies

Userpilot

The customer success renewal playbook is central to keeping the incoming stream of recurring revenue flowing. Thanks to the subscription economy of SaaS companies, high customer retention is vital to staying afloat and enjoying growth. What is a customer success renewal playbook?

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11 Product Experience Examples to Ensure Product and Business Success

Userpilot

What do good product experience examples have in common? They drive up customer loyalty and retention, turning customers into avid brand ambassadors. In the era of unprecedented customer power, good customer experience is the key to successful product growth.

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CSAT, CES, NPS: Customer Satisfaction Benchmarking In SaaS

Userpilot

Wondering what customer satisfaction benchmarking is in SaaS and how your business compares to other SaaS companies? You can then make more informed decisions to improve customer satisfaction and retain more customers. What is customer satisfaction?

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How to Define an Engaged User? Actionable Advice on Improving User Engagement

Userpilot

You’ll struggle to boost user engagement and retention if you don’t clearly define what an engaged user is. That is why this article will give you guidelines for defining engaged users and strategies for your company and increasing your engagement rates.

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How Can We Stop Under Utilizing a Key User Experience Champion?

Speaker: Miles Robinson, Agile and Management Consultant, Motivational Speaker

With quality assurance/control already embedded in our development process, what if we expand that role to champion usability and customer delight? Join Miles Robinson, Agile and Management Consultant as he discusses how we can educate and equip our QA/QC process to forge champions of customer experience.

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How To Effectively Measure Customer Experience & What To Do To Improve It?

Userpilot

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. What is customer experience?

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Tracking User Activity in Web Applications: Effective Tactics & Tools

Userpilot

How does tracking user activity in web applications help your product grow ? In this article, we cover how to monitor user activity to make data-informed decisions. TLDR; User activity tracking is the process of monitoring in-app user behavior.

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15 B2B Customer Experience Best Practices For Driving Sustainable Business Growth

Userpilot

Want to improve your SaaS retention rates and looking for B2B customer experience best practices to get started with? In this article, we’ll cover: The essential components of the B2B customer experience. How to track customer experience metrics.

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How to Wow a Customer and Win Their Loyalty [With Examples]

Userpilot

When it comes to customer retention , figuring out how to wow a customer is crucial. After all, how can you expect to keep existing customers if you’re not able to meet (or exceed) customer expectations? What is a “wow” experience in customer service?

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A Win/Win for Your Product - Embedding Analytics for Product Success

Speaker: Stewart Rogers, VP Products, Lambda Solutions

Your innovative, early adopter type Customers want not only access to it all, but the reporting and analytics capabilities to analyze it all. The rest of your Customers crave better reporting. Your Customers are online with your Customer Success team and considering alternatives.