Roman Pichler

JANUARY 20, 2025

Figure 2: The People Involved in the Strategy Work The team in Figure 2 consists of the person in charge of the product, a UX designer (for end-user-facing products), an architect/programmer, and a tester, as well as the key business stakeholders. This stream guides the product discovery and delivery work and leverages development insights.

Systems Review 167

Systems Review Product Strategy Strategy Product Research 167

Mind the Product

DECEMBER 12, 2018

UserTesting’s Product Insights proposes digging deeper to understand not simply the most engaged users, but those who’ve found something in your product that transforms the way they think. Together we uncovered a group of users who’ve used UserTesting to democratize research and change their company culture.

User Testing 164

User Testing Customer Feedback Research Software Data Visualization 164

Alchemer Mobile

DECEMBER 27, 2022

If you’re not tracking metrics, analyzing them, and tweaking your app accordingly, you’re missing out on potential optimizations that could dramatically improve customer experience. Setting mobile app KPIs (key performance indicators) for revenue, performance, and CX is an important first step toward accomplishing this.

Feedback Software 244

Feedback Software Research Software User Testing Customer Experience 244

Userpilot

FEBRUARY 5, 2023

Do you need some behavioral KPI examples to understand what metrics to track and why? Behavioral key performance indicators (KPIs) can help you understand user experience and measure feature adoption. Then you can use its valuable insights to make data-driven decisions for your SaaS business. What are behavioral KPIs?

Onboarding KPIs 98

Onboarding KPIs KPI Analytic Tools Feedback Software 98

Userpilot

JANUARY 15, 2024

With an abundance of product analytics to track, having a robust SaaS KPI dashboard is essential to monitor the metrics that matter most. Your custom SaaS dashboard should provide actionable data and be as automated as possible. What is a SaaS KPI dashboard? Tracking progress toward predefined goals or SaaS KPIs.

Onboarding KPIs 105

Onboarding KPIs Data Visualization KPI Dashboard 105

The Product Guy

OCTOBER 4, 2019

Customers are dissatisfied with your current product and churn at a high rate. Sometimes an account manager emails you about a complaint that a major customer has and demands to know when the fix will release. Then I created sample objectives and key results that link the product KPI’s to the businesses’. Perfect for me!

Reporting Tools 239

Reporting Tools Research Software Feedback Software Analytic Tools 239

Roman Pichler

APRIL 13, 2021

Key performance indicators (KPIs) are metrics that measure how your product is doing. Effective KPIs help you understand if your product is creating the desired value for the users, the customers, and the business. Without KPIs, you end up guessing how well your product is performing.

Feedback Software 280

Feedback Software Data Visualization Analytic Tools Research Software 280

Userpilot

JUNE 1, 2022

When it comes to KPIs vs metrics, which one should you measure to get better insights? Metrics and KPIs are often used interchangeably, but they also have differences. In this article, you will learn: What is a KPI in SaaS? Why is it so important to track KPI, metric, or measure? What about metrics and measures?

Onboarding KPIs 98

Onboarding KPIs KPI Analytic Tools Data Visualization 98

Userpilot

MAY 13, 2024

Customer feedback surveys serve as invaluable tools for gathering actionable insights directly from your audience. However, it’s important to know when and how to trigger the forms to gather user feedback , for increased response rate and data credibility. Customer Effort Score (CES). Customer experience.

Customer Feedback 105

Customer Feedback User Testing Feedback Software Product Research 105

Intercom, Inc.

JULY 6, 2021

These days, customers expect instant access to support, especially for products that are critical to their business operations. But how do you live up to these expectations if your customers are on one side of the globe? We share their advice for other leaders looking to expand their customer care to more languages and timezones.

Customer Experience 232

Customer Experience Data Visualization User Testing Customer Feedback 232

Alchemer Mobile

AUGUST 27, 2020

Customer behaviors and preferences are shifting daily – as are their emotions. Success is understanding how the product fares in the market, and being able to adjust properly, pivot, and quickly make decisions based off of customer feedback. Go beyond NPS as a core KPI.

User Testing 246

User Testing Product Research Feedback Software Research Software 246

The Product Coalition

FEBRUARY 27, 2023

Fueled by product insights and strategy, the work exceeded every key metric. The first and foremost is to start generating insights. This is where we see individuals and organizations struggle to make the jump: from data collection to valuable data insights. However, data insights don’t get us all the way.

Data Visualization 148

Data Visualization Customer Feedback Customer Experience Analytic Tools 148

Intercom, Inc.

FEBRUARY 10, 2022

Customer support has never been a walk in the park. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. Shawn Carter , Customer Care Team lead at Aircall.

Reporting Tools 211

Reporting Tools Research Software Feedback Software User Testing 211

Userpilot

OCTOBER 3, 2023

Wondering what customer journey KPIs align with your business goals? Customer journey KPIs, alongside product analytics , help product teams understand if they’re meeting their goals. This insight can help you make informed decisions to optimize your user experience.

Onboarding KPIs 105

Onboarding KPIs Customer Experience User Testing Customer Feedback 105

Product Talk

JUNE 19, 2024

But when we use generative AI to replace customer interviews , to generate opportunity solution trees , or to do our thinking for us, we fundamentally misunderstand the purpose of discovery. Discovering unmet customer needs, pain points, and desires—AKA opportunities. The opportunities represent customer value.

Generative AI 331

Generative AI Product Research Feedback Software Analytic Tools 331

Intercom, Inc.

OCTOBER 16, 2018

But KPIs carry the risk of seeming impersonal. When I first started to work at Intercom as a Customer Support Representative (CSR), KPIs were completely foreign to me. What KPIs should you track? Customer satisfaction (CSAT) scores. Intercom’s process of setting KPIs. First response time.

Weak Development Team 154

Weak Development Team Customer Experience User Testing Customer Feedback 154

Folding Burritos

FEBRUARY 13, 2018

Goals / KPIs. What’s the current status of our goal/KPI? You’ll have a list of all epics, showing their % progress by status: i.e., the % “To Do”, “In Progress”, “Done” or any custom statuses you may have. When are our next releases happening? What progress are you making on them?

Data Visualization 397

Data Visualization Reporting Tools Technical Review Customer Experience 397

Userpilot

NOVEMBER 19, 2022

Having trouble deciding which customer service KPI to use? There are some vanity metrics among the KPIs for customer service. So let’s look at the most important KPIs that will help you create strategies to provide superior customer service and boost retention. What are customer service KPIs?

Onboarding KPIs 98

Onboarding KPIs Data Visualization Reporting Tools Customer Experience 98

The Product Coalition

JULY 8, 2020

Looking to build better user experiences? It’s time to stop passively observing your analytics and start engaging your users. Here is why user engagement is the new key to build innovative experiences. It all starts with user feedback. And it doesn’t involve tracking every action your users do.

Feedback Software 106

Feedback Software User Testing Customer Feedback Data Visualization 106

Userpilot

JULY 26, 2022

Looking for the right retention KPIs to track and improve your customer retention rates? Customer retention is the key ingredient when it comes to growing your SaaS product without having to acquire new customers. So let’s find out what retention KPIs you should start tracking! What is customer retention?

Onboarding KPIs 98

Onboarding KPIs Feedback Software Analytic Tools Customer Feedback 98

The Product Coalition

JULY 19, 2022

Let’s discuss ways to build strategies for high-value customers and work towards establishing a great product experience Who are high-value customers High-value customers are users who have already subscribed, signed up to your product, or own some of your products if you have many products in your ecosystem.

User Friction 148

User Friction Customer Experience User Testing Customer Feedback 148

Indicative

NOVEMBER 11, 2020

Experts predict the Customer Analytics market will top $24 billion by 2025. Organizations need customer data to provide the empathetic, personalized experiences customer demand—and to stay competitive. Organizations need customer data to provide the empathetic, personalized experiences customer demand—and to stay competitive.

Data Visualization 135

Data Visualization Analytic Tools User Testing Reporting Tools 135

Userpilot

DECEMBER 5, 2023

Customer satisfaction analytics are key to understanding what makes your customers happy and building a product that retains users. But how can you leverage this user sentiment data to lead product development and grow your business? There’s no single KPI to measure customer satisfaction.

Data Visualization 97

Data Visualization Customer Satisfaction Analytic Tools User Testing 97

Mind the Product

JULY 16, 2018

When looking at the different methodologies, if there is one commonality between them, it is the ask that product managers (and ideally product marketers, designers, and engineers) get real face time with real customers/prospects to identify market problems and opportunities (here’s a great post on this from Rich Mironov).

Product Research 124

Product Research User Testing Data Visualization Customer Feedback 124

Mixpanel

MAY 27, 2021

And without the repeat business, you not only lost your initial customers, but also spoiled your reputation such that it was hard to find new ones. The customer lifecycle is fairly standard across products: users first must show up, then be activated in some way. Understanding total weekly customers was helpful, but not enough.

Data Visualization 140

Data Visualization KPI Customer Experience User Testing 140

The Product Coalition

NOVEMBER 13, 2022

At the same time, customers usually tend to attribute symptoms as a problem. An insightful discussion and probing questions drive a better and more sustainable solution that results in better value creation and capture. Can you identify market segments and customers to whom it will be most applicable initially?

Data Visualization 147

Data Visualization KPI Framework Customer Experience 147

Userpilot

MARCH 18, 2024

In SaaS, a new user activation dashboard can become a massive product analytics tool to understand and optimize the user journey. But how can a dashboard for user activation can help you engage more users? TL;DR User activation is essential for transitioning sign-ups to active users by achieving their first " Aha!

Data Visualization 105

Data Visualization Onboarding KPIs Dashboard Customer Experience 105

Intercom, Inc.

NOVEMBER 14, 2018

Much of what defines our most outstanding sales reps is their ability to deeply understand our prospects’ and customers’ business needs and speak directly to them. Gross customer churn. Measuring the sales KPIs that matter – 6 types. This KPI is also referred to as Marketing Qualified Leads (MQLs). New business KPIs.

Data Visualization 188

Data Visualization Outbound Inbound KPI 188

The Product Coalition

SEPTEMBER 9, 2022

Companies understand the importance of the holistic approach to deliver value to customers-which is no longer exclusive to product viability. Historically, development teams have been executioners and could lose focus on what features users care for. However, think about which users you are accounting for.

Feedback Software 147

Feedback Software Analytic Tools User Testing Data Visualization 147

Userpilot

AUGUST 29, 2022

Wondering how you can leverage sentiment analysis to improve customer experience? Customers are actively sharing their thoughts on social media and review sites, making these places valuable sources of customer feedback. If you’re ready to get started with customer sentiment analysis, then read on!

Feedback Software 98

Feedback Software Customer Experience Customer Feedback Product Research 98

Alchemer Mobile

DECEMBER 27, 2022

If you’re not tracking metrics, analyzing them, and tweaking your app accordingly, you’re missing out on potential optimizations that could dramatically improve customer experience. Setting mobile app KPIs (key performance indicators) for revenue, performance, and CX is an important first step toward accomplishing this.

Feedback Software 130

Feedback Software Research Software User Testing Customer Experience 130

Userpilot

JANUARY 23, 2023

Wondering what customer success OKRs are and how they can help your customer success team flourish? With OKRs, you can develop clear strategies to promote product growth and effectively communicate them to your customer success teams. – Use different types of surveys to collect customer feedback.

Feedback Software 97

Feedback Software Analytic Tools Customer Experience Onboarding KPIs 97

Userpilot

FEBRUARY 29, 2024

As you’re researching customer analytics platforms, you’ve probably noticed how hard it is to find reliable information on the available solutions. TL;DR Customer analytics platforms are specialized tools that allow you to collect and analyze data. UXCam is a product analytics software optimized for mobile customer insights.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Userpilot

MAY 8, 2024

Wondering how to build a customer success dashboard for your team? From the article, you will learn what a customer success dashboard is, why you need it, and what metrics it should include. And how to build a dashboard for your customer success team using Userpilot analytics ! To inform your customer success strategy.

Data Visualization 105

Data Visualization Dashboard Onboarding KPIs Analytic Tools 105

Userpilot

APRIL 7, 2024

When it comes to boosting your product growth, user tracking tools can make your life a lot easier. They offer insights into product performance , what your users are doing inside your product, and why they are doing it. Userpilot is the best user journey-tracking tool for web analytics. What is user tracking?

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Userzoom

FEBRUARY 12, 2020

Why user research has traditionally struggled in the Agile environment. How to make user research happen in Agile and make everyone think you’re super awesome. The major benefit of working in Agile is that you can get a working product or feature in front of users in a very short amount of time. This is a false economy.

User Testing 100

User Testing Product Research Research Software Customer Feedback 100

UX Planet

MARCH 15, 2025

Example of anOKR: Objective: Improve the user experience of the checkoutprocess. Key Performance Indicators (KPIs) KPIs are ongoing performance metrics used to track the health and effectiveness of a product or design. Measure user behavior at each stage (completion rate, interaction time, frustration points).

Onboarding KPIs 59

Onboarding KPIs Customer Experience Product Research KPI 59