Intercom, Inc.

APRIL 7, 2021

85% of customer service teams now offer proactive help, in the form of things like in-app onboarding , outbound messaging , or notifications. So what’s the problem with the support metrics that most teams have been using up until now? Proactive support is on the rise.

Onboarding KPIs 129

Onboarding KPIs Reporting Tools Customer Experience Data Visualization 129

Bain Public

JANUARY 11, 2022

As a product manager, it’s normal to get all kinds of new feature requests from stakeholders (these requests are usually related to pain points). Or do you try to implement each feature request, leaving you with half-baked projects with an archive of features and no finished product? Let’s dive deeper!

Onboarding KPIs 52

Onboarding KPIs Weak Development Team User Friction Customer Experience 52

Mironov Consulting

FEBRUARY 6, 2020

I’m often asked what KPIs B2B/enterprise product folks should use, or what OKRs they should choose. This is (of course) an unreasonable question, as every product/ business has its own uniqueness. Why KPIs from consumer companies don’t fit well with B2B/enterprise. 1] Generic KPIs? But metrics aren’t generic.

B2B 118

B2B Enterprise Onboarding KPIs User Testing 118

Gainsight

DECEMBER 23, 2019

This is a transcript of a really valuable panel featuring Jason Lemkin , Christina Shen , Adam Strong , and April Oman. CS: Adam has been in SaaS for over 10 years as well and currently is a VP of Customer Success at Optimize, a leading mobile experience solution, it empowers organizations through fast iteration of actual data.

Customer Experience 52

Customer Experience Onboarding KPIs User Friction Data Visualization 52