The Secret PM Handbook

AUGUST 22, 2016

I deal with: Customers – finding their problems and listening to their product feedback. Positioning and value propositions – what my product does for my segment, and why it’s a better solution than the competition. If a tool really cared about product managers, it would understand: We have customers.

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Userpilot

AUGUST 19, 2024

This guide will introduce you to the best resources available for customer onboarding managers, providing you with a curated selection of valuable materials to enhance your skills and knowledge. Looking to enhance your customer onboarding process and drive product adoption? What does a customer onboarding manager do?

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Onboarding KPIs Analytic Tools Feedback Software Research Software 52

Userpilot

AUGUST 30, 2024

Starting a career as a customer onboarding manager requires understanding the key steps, skills, and experiences needed for success. In this article, we will outline the typical journey for customer onboarding managers, covering educational requirements, entry-level positions, potential advancements, and long-term opportunities.

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Userpilot

AUGUST 28, 2024

Understanding the salary range for customer onboarding managers is crucial whether you’re entering the field or looking to advance your career. TL;DR A customer onboarding manager is the person behind developing and implementing onboarding strategies to help SaaS customers move seamlessly from sign-up to effective product use.

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Onboarding KPIs Analytic Tools Feedback Software Research Software 52

Mind the Product

SEPTEMBER 19, 2019

I often use them to keep on top of the latest trends, ask questions, and to give and receive feedback. I also always recommend reading Marty Cagan’s Inspired: How to Create Tech Products Customers Love to see how top product companies work. How can I Meet Product People and Learn From Them? Marty’s blog is pretty good too.

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Modus Create

NOVEMBER 7, 2024

By conducting comprehensive risk assessments, you can understand your current security posture and provide actionable insights to enhance your defenses. When you embrace a full-stack security approach, you minimize vulnerabilities and position your organization as a leader in secure AI adoption.

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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.

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Userpilot

AUGUST 28, 2024

Embarking on a career as a customer onboarding manager involves a combination of education, skills development, and practical experience. This guide will provide you with a comprehensive overview of the path to becoming a successful customer onboarding manager. Customer onboarding managers utilize various tools to enhance their work.

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Intercom, Inc.

JULY 25, 2018

And we get the feedback quickly and it feels like job done. Well conveniently it turns out they just build the exact thing customers need, exactly as we wanted it created. Often, this outlier is right and this is a positive change to your company strategy, but that change needs to be a deliberate decision , not an accident.

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Userpilot

AUGUST 28, 2024

TL;DR A product support specialist is a professional responsible for providing technical assistance and support to customers using a company’s products. In the SaaS industry, this role involves troubleshooting issues, guiding users through product features, and ensuring customer satisfaction by resolving their queries efficiently.

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Modus Create

DECEMBER 10, 2024

Below, eight leading industry leaders share their insights. Larry advises companies not to deploy GenAI directly to customers without human oversight the potential consequences are too high, particularly for highly regulated industries like financial services, life sciences, and healthcare. We expect this trend to hold in 2025.

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BrainMates

APRIL 2, 2019

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. Hate counting? The core of our Product Manager roles is how value is exchanged. Email open rate.

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Userpilot

AUGUST 25, 2024

TL;DR A product support specialist is responsible for providing technical assistance and support to customers, troubleshooting issues, guiding users, and ensuring customer satisfaction in the SaaS industry. Troubleshoot Technical Problems : Diagnose and resolve technical issues customers encounter with the product.

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Analytic Tools Feedback Software Research Software Data Visualization 52

Userpilot

JULY 13, 2021

Too often, they are conflated with product tours , leaving the customer confused as to why they are being shown features they don’t need. In this article, we’ve put all our insights from building walkthroughs with thousands of SaaS companies in one place. Let’s get into it. That’s a product tour , and you should avoid those.

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Analytic Tools Onboarding KPIs Customer Experience Data Visualization 98

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.

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Intercom, Inc.

SEPTEMBER 19, 2019

When not writing his sales handbook, he’s been overseeing the change from Close.io always kind of communicated to customers that we are a new and small startup, which was totally fine in the beginning, but by now, we’ve become a much bigger business. We have so many customers around the world. to Close.com.

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Gainsight

NOVEMBER 10, 2021

With customers testing your product out right away and competition on the rise, delivering value is a must. Product improvements are essential to selling your product and keeping customers on board. . Positive user experience is paramount. One report found 59% of SaaS leaders believe customer renewals are a high priority.

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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!

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Gainsight

AUGUST 5, 2022

Imagine you are a Customer Success Manager (CSM), and you wonder what the future holds for you. You learned about other roles where your experience in CS can be a springboard for those positions. Let’s begin with what makes you unique as a customer success professional. Using data and playbooks to mitigate customer risks.

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Lenny Rachitsky

APRIL 7, 2024

Brought to you by: • Orb —The flexible billing engine for modern pricing • Dovetail —Bring your customer into every decision • Vanta —Automate compliance. Highlight the value you can bring in a new position and why it’s essential for the company’s success.

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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. You lack the context.

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The Product Coalition

JANUARY 30, 2019

Like many professions I suspect, experience is wanted for just about every position out there. That you won’t find in the typical “PM handbook”. Empathy Creator Not customer advocacy, not user research, not metrics. What if everyone on the team had empathy for your users? Importance of customer?).

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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.

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Gainsight

MAY 3, 2022

Snagging one-time customers and walking away won’t cut it if you want your Product team to grow. Expansion revenue is money that your company generates from your current customer base. Some common examples include any revenue you earn from upselling, cross-selling, and securing upgrades from existing customers. Wondering how?

Customer Experience 52

Customer Experience Analytic Tools Data Visualization User Testing 52

Userpilot

APRIL 9, 2024

Do you need it to support customer or employee onboarding processes? TL;DR Onboarding platforms allow organizations to design personalized onboarding experiences that enable new users to realize the product value. They also offer feedback features and analytics to support data-driven decision-making. What’s your budget?

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Bain Public

DECEMBER 14, 2021

Here are our top 11 best books to read as a product manager: The Making of a Manager: What to Do When Everyone Looks to You by Julie Zhuo This handbook is about the perfect book for those new to the job and want to learn how to become the manager you’ve always wanted. Writing Is Designing: Words and the User Experience by Michael J.

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The Product Cafe

JANUARY 18, 2024

There's no need to wait another year to make positive changes in our lives. 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. They dive deep into topics, giving us insights and wisdom no other medium can match.

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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.

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Sequent Learning

DECEMBER 20, 2023

Customer-Centric Focus: How to Understand Customer’s Needs as a Product Manager Empathy and Product Improvement : Product Managers champion a customer-centric approach, ensuring products resonate with user needs, thereby enhancing satisfaction and loyalty.

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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. It’s 2018! In my experience no.

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Business Acumen Institute

SEPTEMBER 18, 2023

Some of you also know me through some of the books I’ve written, namely Product Manager’s Desk Reference, Business Acumen Handbook, and so on. So we have technical solutions that don’t necessarily solve a customer problem. Understand customer needs. I’ve got a couple of points I wanna take today.

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Hutwork

MARCH 19, 2018

The Lean Product Playbook: How to Innovate with Minimum Viable Products and Rapid Customer Feedback. The Lean Product Playbook is billed as “the missing manual on how to apply Lean Startup to build products that customers love.” If you’re adopting lean thinking, this is the handbook for you. By Dan Olsen.

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Imaginary Cloud - Design

MAY 22, 2019

What I advise you to do is to focus on their common ground – the user and the experience – rather than on the title. Hannah Steele , a Scottish senior service designer at Spotless, has been focusing her work on customer experiences through service innovation. You arrive at the theatre and your ticket is scanned so that you can enter.

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Sequent Learning

APRIL 22, 2019

It’s easily accessible content provides the knowledge, tools, and insight you need to establish yourself as a cutting-edge product manager who contributes measurably to your company’s success. This book will push and inspire product managers to develop remarkable, customer-centric products.

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Business of Software Conference

SEPTEMBER 10, 2018

Next up: Moesta’s Jobs-to-be-Done Handbook and Christensen’s Competing Against Luck. It’s an eye-opening study of how homogenous (and, therefore, ignorant) teams accidentally create products & customer experiences that insult, exclude, or even harm people. Currently in the middle of Alan Klement’s Why Kale And Coffee Compete.

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Imaginary Cloud - Design

JULY 2, 2020

As the Lead Designer at Imaginary Cloud , I conduct most of the interviews for design positions. 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. That’s the moment I know that my interlocutor knows very (very!)

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Intercom, Inc.

JUNE 28, 2018

This week we released The Growth Handbook , a collection of tested frameworks and invaluable lessons to help steer your company’s trajectory up and to the right. To mark the release of the book, this week’s podcast is a special compilation of some of our favorite insights from those growth-focused conversations.

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