Mind the Product

DECEMBER 21, 2018

Six years ago at Skyscanner there was no experimentation: now, there might be 500 tests running at any one time. In this #mtpcon London talk, Skyscanner’s Principal Product Manager Rik Higham looks at how experimentation can be a strategic capability for an organisation. First you should change your approach to failure – rather than look at failure as from something that didn’t work, consider that you’ve only failed if you failed to learn.

Product Research 121

Product Research User Testing Customer Experience Customer Feedback 121

AB Tasty

DECEMBER 21, 2018

Social proof is pivotal in establishing your company’s credibility. Recommendations from current customers cultivates trust in your brand, and prospective. Read more. This article was originally posted on AB Tasty as 7 Ways To Make Your Testimonials More Persuasive .

Branding 87

Branding Article 87

Revulytics

DECEMBER 21, 2018

Google’s top searches of 2018 included the World Cup, unicorn cakes and 1980’s fashion. While that’s all very exciting, the world of software license compliance had its moments too this year. Here’s a look at our top picks for software license compliance-related stories in 2018. 1. GDPR goes into effect, but most are still struggling to comply. Our favorite GDPR joke of the year ( Editor: Really?

Reporting Tools 66

Reporting Tools Analytic Tools Data Visualization Government 66

The Product Coalition

DECEMBER 21, 2018

The Customer is NOT Always Right A transcript of my talk at SaaS North, Ottawa, 2018 Hi everyone, I’m Hannah Chaplin, the CEO at Receptive. It’s fantastic to be here, and thank you to Michelle and the team at SaaS North for the invitation. In all the years I’ve been involved in producing software and SaaS products, customer feedback is still a really hot topic and one on which you still see lot of conflicting advice?

User Testing 60

User Testing Feedback Software Customer Feedback Customer Experience 60

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Many organizations today are unlocking the power of their data by using graph databases to feed downstream analytics, enahance visualizations, and more. Yet, when different graph nodes represent the same entity, graphs get messy. Watch this essential video with Senzing CEO Jeff Jonas on how adding entity resolution to a graph database condenses network graphs to improve analytics and save your analysts time.

Data Visualization

Gainsight

DECEMBER 21, 2018

I hear these two questions in the Customer Success community all the time: What profile of Customer Success Manager (CSM) should I hire? Does CSM count as Cost of Goods Sold (COGS) or Sales & Marketing ? . These two questions are fundamentally related. The key to answering them is figuring out which of three categories you fall into: 1. “CSM for Value Gaps”.

Technical Review 49

Technical Review Marketing Webinar Software Review 49

Atomic Spin PM

DECEMBER 21, 2018

When you’ve created a successful application, it is tempting to relentlessly add new functionality. You think that if you stop building, you’ll fall behind. New features bring in new business. They show your existing users that you are still active and adding value. However, it’s important to step back and consider how new features will affect your existing system.

User Testing 40

User Testing Vision Customer Experience Positioning 40

Intercom, Inc.

DECEMBER 21, 2018

In sales, the ability to connect with leads in real time can’t be understated. Exchanging just six messages over live chat makes a visitor 250% more likely to become a customer. But as powerful as live chat is, it has one challenge you also find in email and many other digital channels – if you can’t see or hear your leads, how do you quickly establish rapport with them?

User Friction 172

User Friction Customer Experience B2B Messaging 172

Gainsight

DECEMBER 21, 2018

On Dec. 12, 2018, Gainsight invited the local Customer Success community to join us in Sydney for the first ever Pulse APAC. With 10 Pulses under our belt (six in the US and four in Europe), we’ve gotten pretty good at this. But, in a new geography, you just never know—so we ventured forth with a mixture of excitement and anxiety. What is Pulse APAC?

Customer Experience 40

Customer Experience Entertainment Events Education 40