Intercom, Inc.

APRIL 14, 2020

We continue our series of posts looking back through the Inside Intercom archive with a selection of some of our most popular posts on customer retention. This has long been one of the most popular topics on Inside Intercom, and over the years we have examined retention from a number of different perspectives – from measuring net dollar retention to understanding activity churn; from cohort analysis to re-engagement messaging strategies. “Retaining customers will be more important for surv

Customer Experience 245

Customer Experience User Testing Customer Feedback Feedback Software 245

Johanna Rothman

APRIL 14, 2020

I'm rewriting/reorganizing the Lead an Innovative Organization book. I realized I have 7 innovation principles: Clarify the organization's purpose. . Manage for effectiveness. Seek outcomes, not outputs. Flow efficiency at all levels. Encourage small-world networks of relationships. Organizational integrity. Encourage change and experiments. Anytime I've seen a successful innovation culture, I've seen these principles.

Agile 83

Agile Product Research User Testing Feedback Software 83

Strategyzer

APRIL 14, 2020

A lot of startups and established companies are trying to compete on superior technology, products, services and price. They are stuck in a rat race. Yet, the world's most successful companies compete on superior business models. These business models build on patterns, i.e. repeatable configurations of different business model building blocks to strengthen an organization’s overall business model.

Startups 74

Startups Technology 74

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. When an unprecedented crisis like COVID-19 hits how do you provide your team with the guidance they need? Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Customer Experience 223

Customer Experience Reporting Tools Data Visualization Inbound 223

Speaker: Timothy Chan, PhD., Head of Data Science

Are you ready to move beyond the basics and take a deep dive into the cutting-edge techniques that are reshaping the landscape of experimentation? 🌐 From Sequential Testing to Multi-Armed Bandits, Switchback Experiments to Stratified Sampling, Timothy Chan, Data Science Lead, is here to unravel the mysteries of these powerful methodologies that are revolutionizing how we approach testing.

Product Research

Mind the Product

APRIL 14, 2020

ProductTank organisers Jase Clamp and Louise Flynn give us a snapshot of the Brisbane product scene and reveal something the rest of us have been missing! What is it that motivates you to run ProductTank meetups? In running ProductTank we’re able to help our friends and product people in Brisbane to be happier in their work. It’s also an opportunity to build capability in Brisbane for great Product people, especially the ones that don’t know yet that they are great Product peop

Workshop 183

Workshop Government Events Education 183

The Product Coalition

APRIL 14, 2020

Best practice, format, examples, and tips for writing acceptance criteria Continue reading on ProductCoalition.com ».

Agile 109

Agile Product Management Product Manager Management 109

ProductCraft

APRIL 14, 2020

I have been with my current company for almost eight and a half years, in roles ranging from support engineer to management, and now, to product management. In that time, we as a company have struggled with how to gather, organize, and prioritize feature requests, even just those from internal stakeholders. When it comes to. Read more » The post Gathering and Organizing Feature Requests and Customer Feedback appeared first on ProductCraft by Pendo.

User Testing 76

User Testing Customer Feedback Customer Experience Engineering 76

The Product Coalition

APRIL 14, 2020

I have several friends who are professional classical musicians. Their children have been learning to play musical instruments like violin and so on since the age of 5, attending music academies and conservatories. Becoming a classical musician requires everyday practice, and not a very fun one. So I always wondered: how do you make a 5-year old work so hard?

UX 78

UX Engineering Management Management 78

Mironov Consulting

APRIL 14, 2020

What: Product404’s podcast, hosted by Kent Keirsey. Recorded: 14 April 2020. Length: 46 minutes. Product404 is an Atlanta-based product community, normally hosting in-person events. Kent Keirsey is turning this into a podcast series (for now). Kent and I talked at length about product leadership; smokejumping into companies; moving up the career ladder; helping those who need it (in the current COVID-19 crisis and more generally); paying it forward ; and what product management interviewi

Leadership 69

Leadership Events Product Management Product Manager 69

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Key Takeaways Robust Platform & Multi-System Support: Brief introduction to PerfDog's extensive compatibility across various operating systems and hardware platforms including Android, iOS, PC, gaming consoles and more. In-Depth Performance Metrics: Quick view of the extensive range of metrics for system, graphics and rendering, user experience, in-depth analysis, and more.

User Testing

The Product Coalition

APRIL 14, 2020

Remote Agile (Part 5): Retrospectives with Distributed Teams TL; DR: A Remote Retrospective with a Distributed Team We started this series on remote agile with looking into practices and tools, followed by exploring virtual Liberating Structures, how to master Zoom as well as common remote agile anti-patterns. This fifth article now dives into organizing a remote Retrospective with a distributed team: practices, tools, and lessons learned.

Agile 78

Agile Feedback Software Data Visualization Reporting Tools 78

TSIA

APRIL 14, 2020

The COVID-19 crisis is causing Sales, Customer Success, and other revenue-focused leaders to scramble like they never have before. Unfortunately, many executives find themselves reacting to the constant stream of challenges. In the process of dealing with these urgent things, the temptation may be to address them as best you can and move on to the next pressing item.

User Testing 40

User Testing Customer Feedback Presentation 40

The Product Coalition

APRIL 14, 2020

Listen like a parent?—?does your customer just need some love or is there a real problem to be solved? Photo by Zane Lee Joe Procopio wrote in Why You Should Build Every New Product Feature like an MVP : One question I always ask about feature ideas and requests is whether a fully-formed feature will add to our intellectual property or is it just a band-aid?

Customer Experience 78

Customer Experience Data Visualization Engineering Software Developers 78

Johanna Rothman

APRIL 14, 2020

I'm rewriting/reorganizing the Lead an Innovative Organization book. I realized I have 7 innovation principles: Clarify the organization's purpose. . Manage for effectiveness. Seek outcomes, not outputs. Flow efficiency at all levels. Encourage small-world networks of relationships. Organizational integrity. Encourage change and experiments. Anytime I've seen a successful innovation culture, I've seen these principles.

Agile 40

Agile Product Research User Testing Feedback Software 40

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Product Management

The Product Coalition

APRIL 14, 2020

Announcing P24 : The global movement for product people to support our healthcare workers P24 is a self-organising 24-hour product+tech+design livestream dedicated to raising support for healthcare workers globally. 48 x 24minute talks worldwide non-stop over 24 hours Thursday 23rd April, 9am to Friday 24th April, 9am GMT+1 I will give this my all, please join me.

Healthcare 61

Healthcare Webinar Branding Events 61

Alchemer Mobile

APRIL 14, 2020

Coffee and PMs are the perfect blend. Get your cup of coffee ready and watch the full recording from our live panel discussion with product professionals from leading brands like Dropbox, Concur, and Stripe. Here are some of the questions they’ll discuss: What’s the relationship between design, development, engineering, and product and your company?

Technical Review 246

Technical Review Technical Advisors Customer Experience User Testing 246

Mind the Product

APRIL 14, 2020

For obvious reasons, most of us are currently working from home, along with teams that are also all remote. Even if you’ve worked from home before, even if you’ve done it under tough conditions, this is different. Amir Salihefendi? should know. As the founder and CEO of Doist (makers of Todoist and Twist ), his company has been all-remote since day one.

Feedback Software 27

Feedback Software Product Research Technical Review Entertainment 27

Modus Create

APRIL 14, 2020

There is no shortage of guides published about how to build a design system. However, many of these guides do not pay enough attention to a crucial step in building a design system: user research. I’ll discuss why including user research in your design system process is an absolute must. I’ll also discuss one of my favorite methods for design system user research: the field study.

Research Software 52

Research Software Analytic Tools Feedback Software Systems Review 52

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.

Artificial Inteligence

The Product Coalition

APRIL 14, 2020

The Business of Generating Business is Getting More Expensive If making money is a top priority of every business then there should be no dispute how much more important an efficient business prospecting process is. After all, who doesn’t want more market share and revenue growth? Nevertheless not all businesses understand how to leverage on technology to break out of the ad-spend rat race nor harnessing it to help marketing and sales teams to be more effective.

Banking 78

Banking Research Software User Testing Customer Experience 78