Intercom, Inc.

JUNE 8, 2021

In a crowded marketplace, 32% of respondents say that being able to scale their support has given them increased differentiation or advantage relative to competitors. For Jean-Bernard Baptiste, a Senior Manager of Customer Support at HubSpot , this makes sense. Outbound messaging (70%). Real-time data and reporting (69%).

Reporting Tools 222

Reporting Tools Technical Review Data Visualization Research Software 222

Intercom, Inc.

SEPTEMBER 21, 2022

Suddenly it became increasingly difficult to manage increasing volumes of customers and hang on to those personal relationships. Plus it’s an amazing way to differentiate against the competition. It’s highly configurable , allowing agents, teams, and managers to set up the Inbox just the way they want. Which grows loyalty….

Research Software 118

Research Software User Testing Customer Experience Vision 118

Bain Public

JANUARY 10, 2023

And usually what happens in most growing organizations is that we have a tendency not to really understand what the product manager does, and what the designers and engineers do. The product manager just takes everyone's request and put them in a big parking lot, where they often stay parked. And that really creates a lot of issues.

Roadmap 52

Roadmap Customer Experience Outbound Leadership 52

Intercom, Inc.

JULY 19, 2021

Increased market share (42%) , increased differentiation or advantage relative to competitors (32%) , and better informed business and R&D decisions (29%). Guru used conversational support to manage a 179% increase in inbound conversations while still maintaining an excellent customer satisfaction score of 95%”.

Weak Development Team 129

Weak Development Team Reporting Tools Research Software Feedback Software 129

nulab

MAY 10, 2019

When you create a product or service, there’s a long list of activities that go into creating it: raw materials, labor, logistics, admin, management — and so on. Differentiation. Leading on a differentiation strategy is tricky because you need to supply a product or service that no one else offers. Outbound Logistics.

Research Software 47

Research Software Differentiation Airlines Outbound 47

Userpilot

APRIL 30, 2020

From a bird’s-eye perspective, this means ensuring two key things are happening within your organization at all times: Continuous product management and development. In this article, we’re going to explore: What product-service management and customer success typically looks like for SaaS . Ready to get started? .

Reporting Tools 71

Reporting Tools Feedback Software Onboarding KPIs Customer Experience 71

Gainsight

OCTOBER 23, 2019

Inbound marketing was the concept upon which we founded HubSpot: that outbound, interruption-based marketing was going extinct, and instead of interrupting people to get their attention, you needed to start attracting an engaged audience to grow bigger and better. You’re building differentiation through the customer experience.

Inbound 55

Inbound User Testing Customer Experience Customer Feedback 55

Intercom, Inc.

JULY 29, 2021

They needed to be really quick coming up with a new, adapted learning management system: “It’s the equivalent of going into an old house and stripping it back to the walls and having to really start from scratch again. And I think you need to think about people management the same way. SaaS is the subscription business.

Feedback Software 223

Feedback Software Reporting Tools Customer Experience Weak Development Team 223

Andrew Chen

MARCH 18, 2019

Or technology differentiation! Because who really cares about the lifetime of a user — startups should just manage to margin earned by a customer you acquire over the first 6–12 months, not the lifetime. It’s all about hiring, leading, managing, etc., Stay outbound. What is your advice for startup CEOs? Or big market!

User Testing 94

User Testing Data Visualization Customer Experience Customer Feedback 94

Intercom, Inc.

AUGUST 20, 2019

Buyers now have more information than ever before, inbound and outbound SDRs have to change their approach to capture buyer interest and add value, and the skill set needed to be successful has changed. This is accomplished through inbound qualification, or from outbound outreach to prospective customers. Here’s why.

Weak Development Team 35

Weak Development Team Customer Experience Outbound Inbound 35

Userpilot

APRIL 30, 2020

From a bird’s-eye perspective, this means ensuring two key things are happening within your organization at all times: Continuous product management and development. In this article, we’re going to explore: What product management and customer success typically looks like for SaaS . Ready to get started? .

Customer Experience 52

Customer Experience User Testing Feedback Software Onboarding KPIs 52

Business of Software Conference

MAY 21, 2020

So, against this calibre of competition how does a small startup managed to remain competitive? How do you still manage to assemble a superstar team before you dive in. And we’re even managing to close the gap in terms of salary to make sure that we are able to attract and retain awesome talent.

Technical Review 52

Technical Review Feedback Software Software Review Analytic Tools 52

Andrew Chen

MARCH 18, 2019

Or technology differentiation! Because who really cares about the lifetime of a user — startups should just manage to margin earned by a customer you acquire over the first 6–12 months, not the lifetime. It’s all about hiring, leading, managing, etc., Stay outbound. What is your advice for startup CEOs? Or big market!

User Testing 40

User Testing Data Visualization Customer Experience Customer Feedback 40

Gainsight

DECEMBER 23, 2019

She was most recently customer success head at BetterWorks where she led services, customer support management, ops, and training team. How big is your revenue base that you’re managing? Other questions that you wanna ask yourself is, can a CSM realistically manage that much as well? Are you selling more to enterprises?

Customer Experience 52

Customer Experience Onboarding KPIs User Friction Data Visualization 52

Intercom, Inc.

AUGUST 1, 2019

I was interested in starting a company from scratch, and I had actually managed the corporate card at SoFi, as the VP of finance. The differentiated insight was that everybody in a startup is searching “How do I set up payroll for a startup?” How do you manage that? I knew the opportunity and joined super early.

Strategy 36

Strategy Data Visualization Analytic Tools Startups 36