Centercode

AUGUST 7, 2020

You need thorough test coverage before release — that is, you need to see how your product’s features and functions perform with real customers in their actual environments. Taking shortcuts and cutting corners leads to unpleasant surprises down the road in the form of low star ratings, skyrocketing support costs, and hundreds of RMAs.

User Testing 78

User Testing Product Research Reporting Tools Testing 78

Gainsight

OCTOBER 31, 2018

And in my experience in business, the shades of gray between these categories are still lost on many people. I can think of at least three customers that we lost because of this feature.”. I think this question of causation or correlation is super relevant as the industry analyzes the impact of Customer Success.

User Testing 61

User Testing Customer Experience Support Training Product Research 61

Mind the Product

NOVEMBER 30, 2017

The GDPR will also apply to countries outside the EU who have customers within the EU. TalkTalk was fined £400,000 in 2016 for failing to have appropriate technical and organisational measures in place to secure its customers’ personal data, and for keeping their personal data for longer than necessary. The right of access.

Data Visualization 83

Data Visualization Technical Review Reporting Tools Technical Advisors 83

Userpilot

SEPTEMBER 2, 2022

When it comes to choosing a customer education platform, there are so many options to pick from. Self-service , intuitive design, and customization used to be key requirements but today most tools have these, so it’s easy to get lost in the ocean of options. What is customer education? More loyal customers.

Analytic Tools 97

Analytic Tools Feedback Software Reporting Tools Education 97

Amplitude

JANUARY 27, 2021

Everyone in your tech company should spend time with customers weekly. Helping everyone in your organization regularly engage with customers—specifically team members in non-customer facing roles—is powerful and even transformative. We shared learnings and customer stories from the experience regularly.

User Testing 90

User Testing Customer Feedback Customer Experience Data Visualization 90

Johanna Rothman

SEPTEMBER 28, 2018

The senior manager has P&L (Profit and Loss) responsibility for the entire product line, including Product Management (for this product line), Customer Support, Training, etc. In my experience, functional management requires more managers. And, we had Marketing and Customer Support people close to us.

Weak Development Team 65

Weak Development Team Agile Support Training Finance 65

ProductPlan

AUGUST 1, 2019

In a world where advertising-supported products, SaaS products with monthly renewals, and free trials are de rigueur, customers don’t have nearly as much incentive to stick around as they used to. Customer loyalty isn’t built in a day. Customer loyalty is a team effort.

Customer Experience 63

Customer Experience Onboarding KPIs Analytic Tools Data Visualization 63

Intercom, Inc.

OCTOBER 10, 2018

This is even more true in a customer support conversation, so getting your company’s tone just right is incredibly important. Once you’ve figured out how you speak to your customers , the next challenge is getting your team aligned for a consistent experience. This shouldn’t have come as a surprise. How do we do it now?

Framework 191

Framework Customer Experience Systems Review Support Training 191

The Product Coalition

NOVEMBER 14, 2018

Since I started my full time career, I’ve been able to attend a number of these meetups, where both current and aspiring PMs meet together to share knowledge and insights. For me, it’s a great way to network with PMs from different companies and learn from their experiences while also giving back and sharing my own. And I get it.

User Testing 60

User Testing Product Management Product Manager Finance 60

Gainsight

AUGUST 24, 2020

Just a week earlier, David Sakamoto , Vice President of Customer Success at GitLab, had a similar thought from the “post-sales” perspective: I’ve written about this quandary in the past. What does a leader of Customer Success, Professional Services, Support, Training, etc. use as a title ? What’s In a Name?

Technical Review 64

Technical Review Software Review Customer Experience Support Training 64