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CX expert Annette Franz on putting the ‘customer’ in ‘customer experience’

Intercom, Inc.

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

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Announcing our latest book – The Growth Handbook

Intercom, Inc.

We’ve just launched our latest book, The Growth Handbook. Perhaps you’re acquiring customers but they’re not sticking around. Or it could be that you’ve found product market fit but are struggling with getting pricing right. That’s what The Growth Handbook is all about.

Books 157
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The Secret Product Management Framework

The Secret PM Handbook

One of the most challenging questions about product management has been – in my experience – “What is Product Management?”. Product” involves things like: Requirements or user stories or features. And indeed, as a product manager “product” is where you spend a lot of your time, typically. Our products solve problems for users.

Framework 302
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431: How to use Jobs-to-be-Done rankings – with Doug Stone

Product Innovation Educators

The steps in ranking and valuing Jobs-to-be-Done—for product managers We have talked a few times about Jobs-to-be-Done in past episodes. It is a customer discovery tool for uncovering the unmet needs of customers—the tasks they want to complete or objectives they want to achieve. ” For certain jobs, consumers said no.

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Who’s who: Understanding your business with customer segmentation

Intercom, Inc.

At some inflection point of growth, it becomes impossible to intuitively know your customers, let alone decide which ones to focus on. We could no longer assume all our customers had uniform needs and could be reached the same way. Download The Growth Handbook. What is customer segmentation?

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TEI 290: What product managers must know about Customer Development and Lean Startup – with Steve Blank

Product Innovation Educators

It tied together many of my experiences and I helped me put them into a framework. It shared the need to get out of the office and learn from actual customers – something I had found vital but that I did not always practice on projects. After the crash, investors became risk adverse and were looking for product market fit.

Startups 227
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5 customer acquisition strategies for winning new customers

Intercom, Inc.

You can spend months working on a great idea, pour tons of time and energy into crafting the perfect marketing, but without customers your business will cease to exist. All future growth hinges on one thing – customer acquisition. Get your free copy of The Growth Handbook, brought to you by Intercom.