The Product Manager Coach Blog

JANUARY 14, 2025

Despite her years of experience, Jane realized something critical: even seasoned PMs need a plan to establish credibility in a new environment. With the right strategies, you can hit the ground running, build trust, and leverage your expertise to thrive in your new role. The good news? Pro Tip: Pair your quick wins with data.

Data Visualization 93

Data Visualization Customer Feedback Strategy User Friction 93

Product Talk

FEBRUARY 21, 2024

When you start interviewing customers every week, it’s easy to get overwhelmed by how much you are learning. When we use our customer interviews to collect specific stories about past behavior, every conversation can uncover dozens of unmet customer needs, pain points, and desires (AKA opportunities).

User Friction 314

User Friction Customer Experience Customer Feedback Analytic Tools 314

Productside

MARCH 18, 2025

Scaling a product isnt just about selling moreits about refining product-market fit, unlocking the right growth levers, and making sure your go-to-market strategy actually aligns with what your customers need. Learn how to avoid common pitfalls, build strong GTM alignment, and refine your product strategy for sustainable success.

User Testing 177

User Testing Product Marketing Marketing Customer Experience 177

Piyanka Jain

MARCH 12, 2025

By the end of 2025, the winners wont be the companies throwing money at flashy AI experiments. Well, without structure and strategy, its just digital hoarding. Think AI-powered chatbots that frustrate customers more than theyhelp. If AI isnt solving an immediate pain point, employees will ignore it.

Data Visualization 195

Data Visualization Analytic Tools User Friction Artificial Inteligence 195

Intercom, Inc.

FEBRUARY 25, 2021

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”.

Customer Experience 211

Customer Experience User Friction User Testing Customer Feedback 211

Intercom, Inc.

APRIL 26, 2022

Yes, product and pricing are still important ingredients – but, a great customer experience is the secret sauce (chef’s kiss). Here are 5 ways e-commerce companies can improve their customer experience: Act on customer feedback. Maintain an omnichannel customer experience.

Customer Experience 219

Customer Experience User Testing Customer Feedback Feedback Software 219

Product Innovation Educators

FEBRUARY 24, 2025

Today we’ll learn how to overcome some of those challenges from a product leader with experience at Target, McDonalds, eBay, and Meta, and now as Founder and CEO of Taelor. A Fresh Perspective on Product Development Anya challenged common assumptions about product development strategy.

User Testing 179

User Testing Research Software Feedback Software Customer Communications 179

The Product Guy

MAY 30, 2019

Which change in users’ behaviour do we want to drive? Hypotheses are only useful if we test them (with customers), to validate or discard them. As an example, our problem statement could be: Customers encounter a series of friction points when embarking on a shopping journey in a large supermarket.

User Testing 384

User Testing Product Research Customer Experience Data Visualization 384

The Product Guy

MARCH 4, 2025

You’re gathering customer feedback, hitting your OKRs, and tracking every metric imaginable. Users churn, innovation stalls, and your team feels like theyre running on a never-ending treadmill. Customer feedback drives iteration. Customers needs change faster than you can build. And customers?

Customer Feedback 150

Customer Feedback Product Management Product Manager Feedback Software 150

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. This knowledge gives teams a competitive advantage that compounds over time. What doesn’t count as a customer interview? Tweet This.

User Testing 298

User Testing Reporting Tools Customer Experience User Friction 298

Product Innovation Educators

MAY 22, 2023

His answer intrigued me because it identified a clear pain point that isn’t getting enough attention. As the title of this episode conveys, our discussion will weave together topics for aligning customers’ needs and business strategy. They’re about cutting sprints and prioritizing user stories.

Feedback Software 254

Feedback Software User Testing User Friction Customer Experience 254

UX Planet

MAY 25, 2025

Instrumentation & RecruitmentSetting the Stage for Effective User Interviews Part 2 (of 5) of the UX Research Playbook series Previously in Part 1 of The UX Research Playbook series, we explored how to set UX research up for success by crafting well-defined research goals within a structured framework.

User Testing 97

User Testing Customer Feedback Customer Experience Data Visualization 97

Product Innovation Educators

OCTOBER 16, 2023

It’s an organizational issue—moving quickly to beat competitors and keep up with changing customer preferences. When companies take the time to design products that match what the customer needs, profits soar, customer satisfaction (and retention) soars, and employee satisfaction gets a nice uptick too.

User Testing 285

User Testing Customer Experience Product Research User Friction 285

Intercom, Inc.

APRIL 29, 2020

As marketers, our job is to understand our customers – their hopes, their wants, their needs – and then communicate the value of our product in the context of their lives. At SaaStr Summit , I spoke about how businesses can adapt during these uncertain times by focusing on customer impact. Embracing a philosophy of change.

Customer Experience 228

Customer Experience Customer Feedback User Friction Data Visualization 228

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience 224

Customer Experience User Testing Product Research Customer Feedback 224

The Product Guy

DECEMBER 6, 2018

Over time, I realized that my true passion lived in product management, but when I tried to showcase my problem solving skills in multiple interviews, I failed miserably. That was an eye opener, as most of my life, I focused on jumping to solutions, but spent little or no time in defining them in the right way. 2) What should I solve?

Reporting Tools 350

Reporting Tools Customer Experience Product Management Product Manager 350

Intercom, Inc.

JULY 1, 2020

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for support reps to address. Proactive customer support is the antidote to long wait times and ticket deflection.

User Friction 239

User Friction Outbound Customer Experience Customer Feedback 239

Alchemer Mobile

NOVEMBER 22, 2024

In this digital-first world, understanding your customers’ experiences is more crucial than ever. To better understand the common challenges organizations face with digital feedback tools, we conducted a comprehensive market research study that revealed several critical pain points.

Feedback Software 130

Feedback Software User Testing Research Software Customer Feedback 130

Alchemer Mobile

MAY 7, 2025

In the retail industry, customer feedback is your early warning system, your innovation engine, and your most honest performance review. The best retail companies use feedback to inform product decisions, align teams around the Voice of the Customer, and fix whats not quite working. You can download the free e-guide, here !

Feedback Software 130

Feedback Software User Testing Customer Feedback Data Visualization 130

Alchemer Mobile

FEBRUARY 21, 2025

Surveys, combined with open text analysis, however, hold immense potential for uncovering deeper customer insights from customer feedback. In this post we explore how to effectively incorporate open text analysis into your CX survey strategy to unlock those deeper customer insights. How can we improve the user experience?

Customer Feedback 113

Customer Feedback Feedback Software User Testing Data Visualization 113

Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Strategy first, technology second.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Intercom, Inc.

MARCH 10, 2022

With lockdowns preventing in-store experiences, shoppers have gravitated towards brands that can provide the best online experience possible. And, as society reopens, it is vital to maintain ease of movement between in-store and online channels – not just for your customers, but for your teams. Proactive engagement.

Customer Experience 209

Customer Experience Technical Review User Friction Data Visualization 209

Product Talk

DECEMBER 18, 2024

Every single person that contributes to building a product, all of the makers in the room, we need to care about our customers, we need to make sure that what we’re building is going to work for them, and I want to introduce some ideas that will help you do that. What I saw was they were talking to customers periodically.

Product Research 246

Product Research Research Software Analytic Tools Feedback Software 246

Intercom, Inc.

JULY 25, 2022

Creating quality customer experiences has always been important for retaining customers. Now, during this time of economic uncertainty and against a competitive landscape, effective customer engagement is business critical. In addition, many don’t have the strategies, talent, and culture needed to succeed.

Data Visualization 209

Data Visualization Reporting Tools Analytic Tools Technical Review 209

Intercom, Inc.

MAY 20, 2020

As customer success managers, we wear many hats. We need to stay on top of market trends and product updates, all while making sure our customers become wildly successful. During times of rapid change, juggling everything on our plates, along with everything on our customers’ plates, can feel like a herculean task.

Customer Experience 223

Customer Experience User Friction User Testing Technical Review 223

Userpilot

MARCH 9, 2025

What happens when you build a product or service around what you think potential customers want, only for them to buy something else? For starters, it shows you dont know your customers well enough. But worse than that, it leads to lower revenue, failed products, and plummeting customer loyalty. The short answer: yes.

Research Software 82

Research Software User Testing Analytic Tools Feedback Software 82

Userpilot

DECEMBER 18, 2024

Without effective UX analytics that goes beyond collecting data, you’re losing valuable customers. Unfortunately, the research backs this up, with a staggering 90% of users reporting that they stopped using an app due to poor performance. Basically, anything that ruins the user experience. What is UX analytics?

Data Visualization 105

Data Visualization Analytic Tools Research Software User Testing 105

Alchemer Mobile

JULY 22, 2021

Product adoption is a key piece of any successful customer acquisition strategy or onboarding program. Understanding how, when, and why (or why not) customers become power users or high-value customers can drive ROI, inform future product roadmap decisions, and lower customer acquisition costs (CAC).

Onboarding KPIs 246

Onboarding KPIs User Testing Feedback Software Customer Feedback 246

Userpilot

APRIL 30, 2025

If youve recently launched a mobile app and want to increase app users, its going to be an uphill battle. Because most mobile apps lose 77% of their users within 3 days! Sure, you could blame onboarding or a clunky user interface. In this article, Ill tell you how to: Increase user acquisition with ASO and referral programs.

Feedback Software 65

Feedback Software Analytic Tools Data Visualization User Testing 65

Userpilot

JULY 9, 2024

What is a customer experience management strategy? We also share best practices for product teams seeking to optimize their strategies and enhance customer engagement throughout their journey with the product. Implement tactics to enhance customer experiences at various touchpoints. How to create it?

Customer Experience 111

Customer Experience User Testing Research Software Analytic Tools 111

The Product Guy

MAY 7, 2020

As a result, there are various different approximations that are made about the role in an organization depending upon their experience with building products. As you climb the ladder, primarily the focus changes from solution and execution to strategy. This role also focuses on increasing the retention rate for existing customers.

Technical Review 398

Technical Review Product Management Product Manager Onboarding KPIs 398

The Product Guy

FEBRUARY 13, 2020

Firstly, Jeff as a new umbrella brand for all the new services will be providing to our customers; Secondly, a new business line called Beauty Jeff was opening the very first venue in Argentina. It is overwhelming when you get into hyper-growth mode, and it requires process and strategy to continue the success and growth.

Product Research 471

Product Research Onboarding KPIs Reporting Tools Feedback Software 471

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Understand how customer expectations are changing.

User Testing 222

User Testing Reporting Tools Customer Feedback Customer Experience 222

Userpilot

APRIL 16, 2025

Your customer information lives in Salesforce, while your support tickets are in Zendesk, your product usage data in Mixpanel, and your marketing campaigns in HubSpot. Data fragmentation prevents you from delivering the cohesive, personalized experiences your customers expect. But that view only reflects web users.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

UX Planet

MARCH 9, 2025

No matter how good your original product is, you will likely decide to redesign it at some point in time. It recommended to focus on two important points: Purpose: Clearly state the purpose of the redesignwhy the business should invest time and money in it and what it will help the business achieve. Image by PowerSlides.

Product Research 115

Product Research Research Software Feedback Software User Testing 115

UX Planet

JUNE 17, 2025

Why E-commerce is no longer just about selling, but about understanding and creating value for the user The Wolf of Wall Street (2013) Do you remember the iconic scene from “The Wolf of Wall Street” where Jordan Belfort (played by Leonardo DiCaprio) hands over a pen and says: “Sell me this pen” ? It’s a test of salesmanship.

UX 98

UX Data Visualization User Testing Analytic Tools 98

UX Planet

MAY 1, 2025

After years of digital innovation, many financial apps still drown users in dataand miss what really matters: how people feel about their money. At UXDA, we see a radically different path: by applying neuroscience and neuromarketing, weve found that tapping into users emotional motivations can transform their entire financial journey.

Banking 59

Banking Customer Experience User Testing Data Visualization 59