Userpilot

JANUARY 22, 2024

Customer success is a more proactive and holistic approach than customer support, customer service , or account management. A low-touch model relies on automation and self-service resources to onboard and support customers with little direct CSM involvement.

Analytic Tools 103

Analytic Tools Feedback Software User Testing Customer Feedback 103

The Product Coalition

JULY 8, 2019

An insight into Product Marketing roles, responsibilities and KPIs after interviewing dozens of Product Marketing Managers. Product Managers are amongst the most guilty of this, especially troublesome due to the close collaboration required between both roles. So why is it suddenly becoming so important?

Data Visualization 60

Data Visualization Definition Product Marketing Reporting Tools 60

eG Innovations

NOVEMBER 17, 2021

Listening on open TCP ports is an extremely bad practice for cloud architectures, as it exposes products and services to accepting incoming messages from malicious parties. Within their “Reverse Connect” technologies, you can run a VM without keeping any inbound ports open. What is Reverse Connect for AVD?

Analytic Tools 52

Analytic Tools Data Visualization Transportation Inbound 52

Userpilot

APRIL 8, 2022

Joanna founded and ran the Kolko PR agency from 2010 to 2016 where she noticed there was a need to automate the PR processes and there was no tool on the market to make that possible. They worked with many tech companies and were funded $50k from the first round of investors to build the MVP and find Product-Market fit.

User Testing 98

User Testing Feedback Software Research Software Product Marketing 98

Intercom, Inc.

JANUARY 28, 2020

In SaaS you want all relevant and historical data to be automatically aggregated in one source. After trialling some other solutions, we chose Intercom because it centralizes inbound and outbound conversations without the friction that CRMs add.” . For us, that solution is Intercom. Personalized support at every stage.

Customer Communications 138

Customer Communications Inbound Customer Experience Outbound 138

ProductPlan

MARCH 17, 2020

Before we go any further discussing the activities of a strategic product manager, let’s review the key parts of developing and implementing a product strategy. upsell new services). Try these inbound/outbound efforts exercise by dividing your PM activities into either an “inbound effort” or “outbound effort” bucket.

Outbound 74

Outbound Product Management Product Manager Inbound 74

The Product Coalition

MAY 10, 2019

In analytics lingo, one way to assess these critical journeys is through user flows. User flows are for the visual learner. Via distinct arrows, where thickness indicates number of navigations, user flows show you the inbound and outbound journeys for every screen and popup within your app. Let’s rewind for a second though.

Analytic Tools 73

Analytic Tools Customer Experience Customer Feedback Data Visualization 73

Usersnap

JANUARY 20, 2023

When choosing an appropriate customer support tool, you want to make sure that it ticks all the boxes your team requires. Each method requires different tools to achieve the desired outcome. To be successful, you need to equip your support staff with the right customer support tools to deliver superior customer service.

Feedback Software 52

Feedback Software Analytic Tools Research Software Reporting Tools 52

All About Product Management

APRIL 29, 2007

The primary value chain online activities are as follows: Inbound Logistics: Data feeds (RSS, XML, CSV…), ad slots, business pain, keyword research, availability of community tools (e.g. Forums), data capture, lead generation. Service: Help desk and technical support.

Technical Review 48

Technical Review Research Software White Paper Product Management 48

Intercom, Inc.

JUNE 8, 2021

According to one Microsoft Global State of Customer Service report , 90% of consumers surveyed said that customer service is an important factor in their choice of, and loyalty to, a brand, while nearly two-thirds (58%) would sever their relationship with a business due to poor customer service.

Reporting Tools 222

Reporting Tools Technical Review Data Visualization Research Software 222

Userpilot

AUGUST 23, 2023

Value chain analysis must factor in primary and support activities, probe customers to uncover insights, and incorporate feedback during product development and quality control processes. Value chain analysis matters most to startups who don’t have much initial data to work with. What is the customer value chain concept?

User Testing 98

User Testing Customer Feedback Feedback Software User Friction 98

Bain Public

NOVEMBER 4, 2018

Organizations don’t always wants product managers to align product (or technology) initiatives with the business strategy. Product Managers translate between the need to support the effectiveness of outbound activities (Sales, Marketing, Customer support) and the need for efficiency in internal ones (Strategy, Engineering, UX).

User Testing 40

User Testing Feedback Software Customer Experience Customer Feedback 40

Intercom, Inc.

FEBRUARY 5, 2019

When done correctly, your sales strategy will help your sales team execute with focus – SMB or enterprise, inbound or outbound, hunting or farming. Whether your sales team is five or 500 people, a well formulated sales strategy is crucial to being able to close deals quickly and predictably.

Outbound 177

Outbound Strategy Inbound Customer Experience 177

Intercom, Inc.

JULY 9, 2020

In many ways it offers him a unique perspective which he shares with us here – from his early days exploring search as a means to supporting his gaming tournament websites to spearheading the growth of an increasingly important tech discipline. And I would say I have a very analytical and ambitious mind.

Analytic Tools 199

Analytic Tools Research Software Data Visualization Technical Review 199

Intercom, Inc.

DECEMBER 2, 2021

The core of algorithms and systems is data models. When tackling a technical design for a system, make sure you always understand the data models first. The team is responsible for our entire marketing / engage / outbound / surface area, and they own being successful within that. That is an ambiguous problem.

Engineering 178

Engineering Presentation Technical Review Systems Review 178

Intercom, Inc.

AUGUST 1, 2019

Tara: You definitely had relevant expertise, but I really love that you made the transition from the traditional industry (on Wall Street) to tech. They understood technology, and they had a unique respect for regulatory and compliance. I knew the opportunity and joined super early. Michael: Early stage is tough.

Strategy 36

Strategy Data Visualization Analytic Tools Startups 36

Business of Software Conference

MAY 21, 2020

We’re really excited to be here today to share with you how we find and nurture tech talent as Simprints. On the one hand you have the tech giants like Google and Facebook. On the other hand, you have the tech unicorns with billion dollar valuations; like Uber, Stripe, and Dark Trace.

Technical Review 52

Technical Review Feedback Software Software Review Analytic Tools 52

Intercom, Inc.

DECEMBER 20, 2018

Not to mention, he’s scaling seven of his own SaaS companies – including Mailshake , a cold email outreach tool for sales. Sujan: Mailshake is an outbound sales tool. It was a very big product, but we had this email outreach portion of it and it was just one small thing, so we launched it as a micro tool.

Outbound 151

Outbound Customer Experience User Testing Data Visualization 151

The Product Coalition

JANUARY 25, 2019

Like many, I’ve read the articles and seen the videos of the ten or so genius tech founders we all hear about repeatedly. In that time, I’ve been lucky to work for some of the great technology companies in iteratively better and better roles. To illustrate, here is a quick analysis based on some publicly-available data from Yahoo!

Weak Development Team 60

Weak Development Team Product Management Product Manager User Testing 60

Gainsight

DECEMBER 23, 2019

She was most recently customer success head at BetterWorks where she led services, customer support management, ops, and training team. Prior to that, Adam held executive roles at Yesmail for over nine years, heading customer experience, product dev, and technology services teams. How do you think about budgets?

Customer Experience 52

Customer Experience Onboarding KPIs User Friction Data Visualization 52