Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. Jeff is the Senior Manager of Customer Success Operations. . Operational reporting. Systems enablement.

Analytic Tools 52

Analytic Tools User Testing Data Visualization Reporting Tools 52

The Secret PM Handbook

MAY 18, 2017

Most of our tools and applications deliver capabilities, but users and buyers are always hoping that what they’re buying is knowledge. If we don’t put the knowledge in, the our users have to figure it all out themselves. If we don’t put the knowledge in, the our users have to figure it all out themselves.

Research Software 287

Research Software Data Visualization Differentiation Customer Experience 287

The Product Cafe

DECEMBER 12, 2023

Have you ever wondered why, despite listening intently to your customers and diligently building the features they ask for, your product still struggles to gain traction? The Product Death Cycle emerges when we build features based on customer feedback but still see low usage. Are You Trapped in the Product Death Cycle?

Product Research 52

Product Research User Testing Customer Feedback Customer Experience 52

Agile Velocity

MAY 14, 2020

They are measurable outcomes – goal posts – that provide feedback on HOW your initiatives are doing. Agile is an iterative approach that focuses on collaboration, customer feedback, and small, rapid releases in order to satisfy the customer through early and continuous delivery of value. Customer Satisfaction.

Feedback Software 98

Feedback Software Agile Analytic Tools Data Visualization 98

Sachin Rekhi

MARCH 1, 2020

I have the most perspectives and insights to share in these domains because I live and struggle with them each and every workday. I'm often given the feedback that many of my essays apply equally well in roles outside of product management and I certainly think that's true. The Hierarchy of User Friction. Fundamentals.

Data Visualization 192

Data Visualization User Testing Customer Feedback Software Review 192

Gainsight

AUGUST 5, 2022

Imagine you are a Customer Success Manager (CSM), and you wonder what the future holds for you. Let’s begin with what makes you unique as a customer success professional. Over the past ten years, the role of Customer Success Manager has evolved and changed as much as the field of SaaS has. Core CSM competencies.

Reporting Tools 59

Reporting Tools Feedback Software Technical Advisors Data Visualization 59

Gainsight

JULY 6, 2021

We’ve already shared why customer visibility is crucial to improving internal customer strategy and overall customer health. Now we can take this to the next level and figure out how to automate some standard CS processes, giving your CSMs the bandwidth to be true strategic advisors to your customer base.

Artificial Inteligence 73

Artificial Inteligence Feedback Software Reporting Tools Data Visualization 73

The Product Cafe

JANUARY 18, 2024

We've been following them for a long time and are really grateful for their unique insights. He is a key advisor and speaker known for his product strategy insights. Enzo Avigo A ten-year veteran in Product Management, focusing on user experience and product strategies. I totally get you!

Artificial Inteligence 52

Artificial Inteligence Technical Advisors Customer Experience Certifications 52

Gainsight

NOVEMBER 16, 2021

Instead, the product-led flywheel focuses on the user experience at different stages of the user’s journey. On the inner circle of your flywheel, visualize the different segments of your users based on their stage of their product journey. Active customers. Loyal customers. It speeds up over time.

Analytic Tools 52

Analytic Tools Product Research Feedback Software Onboarding KPIs 52

The Secret PM Handbook

MAY 18, 2017

Most of our tools and applications deliver capabilities, but users and buyers are always hoping that what they’re buying is knowledge. If we don’t put the knowledge in, the our users have to figure it all out themselves. If we don’t put the knowledge in, the our users have to figure it all out themselves.

Research Software 150

Research Software Data Visualization Differentiation Customer Experience 150

Intercom, Inc.

DECEMBER 10, 2018

So in-app marketing is especially key to engaging and retaining the users you’ve worked so hard to acquire. This guide is for marketers interested in learning more about the tools of the trade and the various types of in-app marketing – and the ways to use them. Guide your user’s experience. Capture user feedback.

Feedback Software 137

Feedback Software Analytic Tools User Testing Marketing 137

Userpilot

MARCH 18, 2021

A successful customer retention strategy requires constant iteration and innovation to keep up with an ever-changing SaaS market environment. It’s also not like customer retention is the business of only one department. We have also asked experts from each department about their Customer Retention Strategy – so let’s dive in!

Feedback Software 52

Feedback Software Research Software User Testing Customer Experience 52

Product Bookshelf

AUGUST 22, 2016

Customer analytics. User and customer empathy. IDEA : How do you create a product that constantly engages the customer? The solution is to develop an emotional ‘hook’ that fundamentally changes user behavior. The solution is to develop an emotional ‘hook’ that fundamentally changes user behavior.

Data Visualization 48

Data Visualization Books User Testing Customer Experience 48

Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. Putting $125M to work for you, our customers. Lessons learned from scaling a team.

Analytic Tools 150

Analytic Tools Research Software User Testing Customer Experience 150

Userpilot

JULY 13, 2021

Most SaaS businesses recognize that interactive walkthroughs are a helpful onboarding tool , but few use them correctly. Too often, they are conflated with product tours , leaving the customer confused as to why they are being shown features they don’t need. Let’s get into it. That’s a product tour , and you should avoid those.

Analytic Tools 98

Analytic Tools Onboarding KPIs Customer Experience Data Visualization 98

Gainsight

MAY 10, 2021

The recent proliferation of streaming services has led to an abundance of original content. The more we thought about it, the more we saw parallels between some of our favorite movies and shows with the agenda we’re developing for Pulse Everywhere 2021. Top Picks: Simplifying Customer Success Track. Register here.

Data Visualization 52

Data Visualization Travel Customer Experience Customer Feedback 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Reporting Tools 91

Reporting Tools Research Software Onboarding KPIs Data Visualization 91

BrainMates

APRIL 2, 2019

Develop skills and keep practising. This means being able to quantify the value we bring to both customers and our organisation. Some examples of leading indicators: Number of customer inquiries. Trial users. Some examples of lagging indicators: Active users. Be savvy at developing our networks.

Product Management 99

Product Management Product Manager Customer Experience Data Visualization 99

The Product Coalition

AUGUST 26, 2019

There were many product lines and different versions of the same products made to meet different customer needs. Modularization can manage the complexity and customization in product development. For software products : design interface, data sets, infrastructure ?? cutting it by 70%. Examples of modules: ??

Feedback Software 60

Feedback Software Customer Experience User Testing Data Visualization 60

The Product Coalition

JANUARY 30, 2019

You define success and are data-driven. That you won’t find in the typical “PM handbook”. Empathy Creator Not customer advocacy, not user research, not metrics. The ability to visualize the world from someone else’s perspective and understand their feelings. What if everyone on the team had empathy for your users?

Data Visualization 60

Data Visualization Customer Experience User Testing Customer Feedback 60

DISQO

JUNE 15, 2015

With the rise of ‘lean’ methodologies and literature, product managers today understand that continuously generating user feedback throughout the product lifecycle can help mitigate the risk of wasting resources to build something no one wants. While he likely never said that , the sentiment is not lost on product managers.

User Testing 49

User Testing Technical Review Data Visualization Customer Feedback 49

DISQO

JUNE 15, 2015

With the rise of ‘lean’ methodologies and literature, product managers today understand that continuously generating user feedback throughout the product lifecycle can help mitigate the risk of wasting resources to build something no one wants. While he likely never said that , the sentiment is not lost on product managers.

Product Research 40

Product Research User Testing Technical Review Data Visualization 40

DISQO

JUNE 15, 2015

With the rise of ‘lean’ methodologies and literature, product managers today understand that continuously generating user feedback throughout the product lifecycle can help mitigate the risk of wasting resources to build something no one wants. While he likely never said that , the sentiment is not lost on product managers.

Product Research 40

Product Research User Testing Technical Review Data Visualization 40

The Product Coalition

MARCH 23, 2018

As a result, a lot of product decisions are made on gut feeling, incomplete information, the loudest voice in the room, and the most demanding customers. Items that make it into SaaS products often don’t align with the company’s strategy to support growth or help existing customers reach their desired outcomes.

Feedback Software 60

Feedback Software Research Software User Testing Product Research 60

Split

AUGUST 16, 2018

Chances are if you’re an engineer or product manager who works on anything even somewhat related to continuous delivery, Jez Humble wrote your handbook. This co-author of the Jolt award-winning Continuous Delivery also made hefty contributions to both Lean Enterprise and The DevOps Handbook. Or, “We do this thing called Agile.

Analytic Tools 58

Analytic Tools Feedback Software Research Software Engineering 58

Sequent Learning

APRIL 22, 2019

While not all targeted for product managers, we have found these books to be accessible, helpful, and filled with tools to contribute to the success you deserve. Hooked does an incredible job in explaining how product managers can include consumer psychology in product development to generate rewarding products.

Books 40

Books Product Management Product Manager Data Visualization 40

Sequent Learning

SEPTEMBER 4, 2019

Still other times, I’m troubled by the actions taken by leaders in companies who direct efforts of product people that don’t directly benefit a customer or that promote decisions without strategic context. Companies that excel in product management intensively focus on the identification of customer and market needs. That’s great news.

Customer Experience 63

Customer Experience Research Software Product Management Product Manager 63

Imaginary Cloud - Design

JULY 2, 2020

In a time when there was very little acknowledgment about the importance and the role of design, when design was mainly done by developers and with very little user awareness. User friendly: How the hidden rules of design are changing the way we live, work and play. ? They were landmarks, in their time.

Books 52

Books Technical Review Research Software Data Visualization 52

Intercom, Inc.

OCTOBER 24, 2019

As one of the first 10 employees at Instagram, Bailey was wowed by the generosity and kindness that led early users to from Instameets around shared interests and hobbies. To form a successful community, a company must be willing to collaborate, trust and empower its users and customers. Get to know your biggest fans.

Research Software 116

Research Software Customer Experience User Testing Feedback Software 116

Product Bookshelf

JANUARY 3, 2017

Sprints enable you to get answers to key product and service questions in just five days. The process moves through identifying questions, creating solutions, storyboarding, prototyping, and testing with customers. A sprint is a five-day structured process used to resolve a big open question facing a product or service team.

User Testing 48

User Testing Product Research Feedback Software Testing 48

Intercom, Inc.

SEPTEMBER 19, 2019

When not writing his sales handbook, he’s been overseeing the change from Close.io We chat about this exciting development, and we also look at the evolution of hiring needs when moving from startup to scale-up, how to build a culture that’s both collaborative and competitive, and why price and speed are his North Star.

Weak Development Team 184

Weak Development Team Customer Experience Startups Reporting Tools 184