Tue.Jul 26, 2022

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4 ways your support team can boost efficiency and do more with less

Intercom, Inc.

In uncertain economic times, it’s even more important to build a strong, resilient business. And the key to business resilience in 2022? Excellent customer experience. Recent research from Harvard Business Review Analytic Services reveals that 88% of survey respondents believe that customer engagement has a significant impact on their organization’s bottom line.

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Beyond Amazon.com: Amazon-as-a-Service

Mind the Product

Amazon recently announced a "Buy with Prime" option that will allow Amazon's prime members to purchase off Amazon's website in other participating online stores. How is Amazon able to offer such services externally? What is the real business strategy plan at play here? [.] Read more » The post Beyond Amazon.com: Amazon-as-a-Service appeared first on Mind the Product.

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What is customer success?

Intercom, Inc.

Customer success is a business effort to help your customers achieve their objectives. . As the name implies, customer success involves working with your customer to discover how your products and/or services can best empower them to reach their goals and objectives. . Often, this means anticipating your customers’ needs and wants, and taking proactive steps to outperform their expectations. .

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Want to make your digital transformation project successful? Here are 3 things that work.

The Product Coalition

Firstly, what do I mean by ‘digital transformation’ ? Digital transformations aim to leverage technology and improve time to market, responsiveness to customer feedback and make business processes more efficient. No doubt you’ll have been involved in one such project, or heard war stories about them. These programmes of work usually involve big architectural and operational changes, a timeline that spans at least a year, a small army of people and give or take a few million.

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Product Management Careers: Job Prospects, Pathways, and Must-Have Skills (2024)

The product management job market in 2024 reflects the fast-growing and ever-evolving nature of the field. For product managers looking to future-proof their careers and take advantage of new opportunities, staying informed about the professional landscape is a smart move. In this comprehensive career guide from Regis College, you’ll learn about: The current job outlook for product managers in 2024 Six professional pathways and the average salaries for these roles in the U.S.

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What is customer activation?

Intercom, Inc.

Customer activation is the process of motivating prospects or customers to take the next step in the customer journey or customer lifecycle. This is sometimes referred to as user activation. Whether interacting with new customers or helping to re-engage dormant ones, customer activation is a crucial initiative designed to help people get the most value out of your business. .

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What is conversational AI?

Intercom, Inc.

Conversational AI (artificial intelligence) is technology that simulates the experience of person-to-person communication for users, either through text-based or speech-based inputs. The AI component is crucial. Unlike traditional conversational technologies, which deliver pre-written scripts and dialogues to users when prompted by specific keywords, conversational AI recognizes and responds to the content of a user’s query by leveraging two complementary artificial intelligence technologies: na

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Qualitative Analytics: Measuring Emotions & Understanding Empathy

The Product Coalition

UX Research Lessons You Can Learn from Canvs Founder Jared Feldman. Continue reading on Product Coalition ».

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What is call deflection?

Intercom, Inc.

Call deflection is a technique used to redirect a portion of your incoming customer service calls to digital support channels in order to reduce the burden on your call center employees. This has benefits for both your customers and your team, helping to alleviate high volumes of calls while allowing customers to reach a solution faster. What does call deflection mean?

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How to Collect Qualitative Feedback in SaaS

Userpilot

Are you thinking about using qualitative feedback to gauge the success of your SaaS business? You’re not alone. While some product managers focus solely on quantitative data, one can argue that qualitative data is just as important because it reveals what customers feel about a SaaS product. So let’s dive into qualitative feedback and learn what it’s all about and how you can use it to grow your business and improve customer engagement.

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Peak Performance: Continuous Testing & Evaluation of LLM-Based Applications

Speaker: Aarushi Kansal, AI Leader & Author and Tony Karrer, Founder & CTO at Aggregage

Software leaders who are building applications based on Large Language Models (LLMs) often find it a challenge to achieve reliability. It’s no surprise given the non-deterministic nature of LLMs. To effectively create reliable LLM-based (often with RAG) applications, extensive testing and evaluation processes are crucial. This often ends up involving meticulous adjustments to prompts.

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What is a conversion rate?

Intercom, Inc.

Conversion rate refers to the percentage of people who complete a desired action after being exposed to a brand’s sales and/or marketing channels, calculated against the total number of interactions (those who visited or viewed your ad, landing page, or other asset). . Depending on your goals, a “conversion” could be a number of desired actions, including completing a purchase, signing up for a newsletter, upgrading a service, submitting a form, or downloading an asset, to name a few.

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Goals vs Segments: What’s the Difference and How Use Them To Improve User Onboarding?

Userpilot

Goals vs segments: how do they matter in SaaS? SaaS businesses tend to have heterogeneous customer bases, which means you will probably have customers with different needs. Therefore, you should set different, specific goals for them inside your product and segment them to better understand their needs. Let’s look at their exact differences and how each of them can improve the onboarding experiences.

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Three new speakers for BoS USA 2022

Business of Software Conference

Just a gentle reminder that ticket prices rise on 29 July 2022 and hotel rooms are filling up fast – I guess that a lot of you are as excited as us about the prospect of getting together in-person with other smart folk again. . Book tickets. Sale. Product on sale. $ 2,195.00 $ 1,595.00. Latest Speakers. April Dunford, How to Tell a Story that Sells. 40-60% of sales engagements result in no decision because buyers cannot work out what the alternative is.

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Why Is a Product Roadmap Necessary?

Gocious Blog

Manufacturing a product from scratch takes strategic planning, purposeful timing, and effective communication across all departments, from product development and engineering to sales, marketing, and even finance.

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7 Pitfalls for Apache Cassandra in Production

Apache Cassandra is an open-source distributed database that boasts an architecture that delivers high scalability, near 100% availability, and powerful read-and-write performance required for many data-heavy use cases. However, many developers and administrators who are new to this NoSQL database often encounter several challenges that can impact its performance.

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Optimize An Underutilized CSM: Your Product

Gainsight

Efficient scale is a must-have when it comes to creating durable growth in your Saas-modeled business. Customer success is fuel to create that efficiency, and can be the key driver of your modern growth engine. But, it doesn’t just happen. You need to have the right CS strategy, plan and systematically work priority by priority to create resilience in your business.

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Using Failed A/B Test Results to Drive Innovation

AB Tasty

“Failure” can feel like a dirty word in the world of experimentation. Your team spends time thinking through a hypothesis, crafting a test, and finally when it rolls out … it falls flat. While it can feel daunting to see negative results from your a/b tests, you have gained valuable insights that can help you […].

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What to Expect for #BoS2022

Business of Software Conference

BoS Conf In-Person USA, Boston MA. With the next In-Person Business of Software Conference is coming up on 26-28 September 2022 in the USA; here are a few of the things that you should know. There are some new elements this year so take a look and hit up our team if you have any questions. Where and when? Seaport Hotel, 1 Seaport Lane, Boston, MA. 26-28 September 2022. 09:00 – 17:00 ET.

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Leveraging digital experience data to improve your UX

TryMyUI

If companies want to cultivate meaningful connections and strong relations with customers, they need to leverage digital experience data. This data can help them improve UX, and they can retain potential customers and reach new customers in an engaging way. Remember, the best UX practices can vary from company to company, but digital experience data can be crucial in improving UX. .

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Platform Product Management Beyond Features: Introducing B-MAP for Platform Ecosystem Success

Traditional PM struggles with the complexities of platform ecosystems. B-MAP framework tackles this challenge. B-MAP goes beyond features, focusing on building, managing, adapting, and partnering to foster a thriving platform ecosystem.

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Do engineers mean to kill people?

Business of Software Conference

Brilliant technology with bad design can kill people at worst. Not a great outcome. There are plenty of less extreme examples of bad design in software that have resulted in injuries, the destruction of one of the world’s greatest cathedrals, through to frustrated users who often end up not using the software you take so much care to build. Is your product as easy to use as you think?

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What is customer experience (CX)?

Intercom, Inc.

C ustomer experience (CX), or consumer experience, is the result of every interaction or touchpoint a customer has with your brand – both with your people and your products. . From becoming aware of your brand to engaging with your products or service, every interaction affects the customer experience, which is why having a customer-centric mindset is so important to the success of your company.

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Retention KPIs: 10 Metrics To Measure Customer Retention and How To Improve Them?

Userpilot

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. Forbes claims that it’s 5 times cheaper to invest in retaining existing customers than in trying to attract new ones, while The Economics of E-Loyalty suggests that even a mere 5% increase in customer retention can boost profits anywhere between 25% and 95%.

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What is Real User Monitoring (RUM)? Detailed Guide with Use Cases and Benefits

eG Innovations

Introduction: Real user monitoring is mission-critical. Near-instantaneous performance. Silky smooth user experience. This is what your digital users are expecting from your web application. If they perceive slowness or encounter failures in their user experience, they will readily switch to a competitor. Failures are a fact of life. The SRE (site reliability engineering) movement is helping craft modern digital systems that are engineered for resilience to failures.

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How to Migrate From DataStax Enterprise to Instaclustr Managed Apache Cassandra

If you’re considering migrating from DataStax Enterprise (DSE) to open source Apache Cassandra®, our comprehensive guide is tailored for architects, engineers, and IT directors. Whether you’re motivated by cost savings, avoiding vendor lock-in, or embracing the vibrant open-source community, Apache Cassandra offers robust value. Transition seamlessly to Instaclustr Managed Cassandra with our expert insights, ensuring zero downtime during migration.

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What is the Buzz around DAO-Enabled NFT Platforms?

The Product Coalition

As popularity for Non-Fungible Tokens (NFT) continue to rise, let’s talk about decentralized autonomous organisations (DAO). With more people getting involved in NFT trading, their purpose for creating and holding non-fungible tokens will vary, beyond just earning money or staking the NFTs for passive income. NFT holders are making millions of money selling JPEG images, video clips, GIFs and other digital arts in the form of NFTs.

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Always implement analytics as part of feature development. Here’s why.

Mixpanel

Product analytics is an ongoing effort. As new features are added to your products, so should new analytics events be added to your codebases. But different companies have different strategies for how and when they update their analytics implementations. Some make changes as they go and treat analytics as a fundamental part of considering a feature complete.