Intercom, Inc.

APRIL 7, 2021

The wider global business scene is finally realizing what many successful companies have known for quite some time now: customer support is the face of your company. Investing in the quality of your customer support experience is one of the most powerful ways to grow your company, but every company’s definition of “quality” is different.

Onboarding KPIs 129

Onboarding KPIs Reporting Tools Customer Experience Data Visualization 129

The Product Coalition

APRIL 22, 2021

On top of that, there are now huge volumes of research from academic circles, as well as popular journals like Harvard Business Review , INC.com , and Forbes ?—?all The people who have been through it, however painful, have given me positive feedback, so I share this with the world in the hope it helps others trying to hire great people.

Analytic Tools 127

Analytic Tools Research Software Feedback Software Product Management 127

ProductPlan

SEPTEMBER 20, 2022

Data drives our decisions, and A/B tests are the norm, gut feelings and hunches don’t carry much weight anymore. This might lead some product professionals to bypass their own spidey senses in favor of simply facilitating prioritization exercises. Moreover, they update those products and deliver value that satisfies customer needs.

User Testing 52

User Testing Development Product Research Customer Experience 52

Gainsight

SEPTEMBER 20, 2019

We recently had the opportunity to join Gainsight for a webinar about Finding Friction in Your User Journey and How to Fix It. One of the key aspects of fixing user friction is understanding how to prioritize that work along with things like new feature development. Will solving the issue help drive engagement or conversions?

Framework 58

Framework Roadmap Customer Experience User Testing 58

BrainMates

MAY 28, 2019

Understanding that product management is not a one person job, SnapComms CEO Chris Leonard and 11 employees, who hailed from customer service, engineering, marketing and sales, attended the Brainmates’ Essentials of Product Management course to start the company product management journey together.

Framework 74

Framework Data Visualization Marketing Reporting Tools 74

The Product Coalition

APRIL 2, 2022

Every time I navigate the ocean of Product Management frameworks, we are not tackling one essential part of our role: People and Ourselves. There is a framework for almost every stage of our Product development lifecycle, but one of the only transversal things is that we need people to make things happen.

Product Management 149

Product Management Product Manager User Testing Customer Experience 149

The Product Coalition

APRIL 12, 2021

Give objectives that will help the teammates both gather user and business knowledge fast and build relationships with the business teams. This is a hard exercise when you have 10 priorities you’d like to list, but it also helps you recenter. Make sure the objectives are clear during onboarding.

Customer Experience 114

Customer Experience Product Management Product Manager User Testing 114

Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. Consumer expectations of real-time interactions online are exposing some real human limitations.

Analytic Tools 150

Analytic Tools Research Software User Testing Customer Experience 150

The Product Coalition

AUGUST 12, 2018

The principles of behavioural psychology can be harnessed by a product team to understand potential strengths and flaws of a product idea and ultimately create something impactful and desirable for their customers. A useful framework for looking at what enables human behavior is BJ Fogg’s behavior model.

User Testing 62

User Testing Research Software Customer Experience Product Management 62

Modus Create

APRIL 30, 2020

During a Modus Kickstart, teams get alignment, write user stories, discuss priorities, explore users and designs, plan architecture, determine the best team: everything that needs to be ready for kicking off development. This requires analyzing the opportunity and diving deep into the problems that potential users are having.

Research Software 81

Research Software Product Research User Testing Workshop 81

Product Bookshelf

AUGUST 22, 2016

The product management interview process is intimidating because it tests your expertise and domain knowledge in many different areas. Customer analytics. User and customer empathy. IDEA : How do you create a product that constantly engages the customer? The secret: find out what makes your users’ ‘tick’.

Data Visualization 48

Data Visualization Books User Testing Customer Experience 48

Userpilot

SEPTEMBER 25, 2023

Concept testing is an integral part of designing UX that not only satisfies user needs but delights them. This article introduces various concept tests, shows you how to conduct them, and discusses ways to collect user feedback to gain actionable insights. Consider using AI for qualitative feedback analysis.

User Testing 105

User Testing Product Research Feedback Software Analytic Tools 105

Intercom, Inc.

JULY 30, 2018

In reality we should always optimize for higher quality leads who are a good fit for our business. By being someone your leads want to buy from, you’ll get better information from them and if they’re a good fit, they’ll be more likely to become paying customers. You should confidently exercise your license to sell.

Inbound 157

Inbound Strategy Outbound User Testing 157

People-First Product Leadership

APRIL 5, 2024

I recommend taking any career competencies framework as the starting point. Advancing to the next level is never a check box exercise. Consider feedback from your manager and colleagues to identify “how” you do the work and areas for development. If feedback is lacking, simply ask. That’s awesome.

Leadership 59

Leadership Customer Experience Product Research Messaging 59

PMLesson's Ace the PM Interview

MAY 5, 2020

Product management is usually at the intersection of business, design, and engineering, but can also interact with many other stakeholders as well (QA, user research, DevOps, data science, customer success, technical support… the list goes on). The point of this exercise is to practice your active listening skills.

Data Visualization 52

Data Visualization User Testing Product Research Product Management 52

The Product Guy

MAY 7, 2020

A PM may receive help from specialists in the organization such as Researchers, Project Managers, Product Marketing etc. Also, in various organizations which have grown in product maturity, customer base etc., This role also focuses on increasing the retention rate for existing customers. Hard Skills Required for the Role.

Technical Review 159

Technical Review Research Software Onboarding KPIs Product Management 159

Product Club

JULY 7, 2018

Faced with that challenge, one exercise can be extremely helpful: a product deep dive. Each deep dive is a little different, but this five-step framework will give you a solid starting point: Use the product. Talk to customers. communicate with driver, follow along with the map, leave a tip, write to customer support, etc).

User Testing 54

User Testing Customer Feedback Product Management Product Manager 54

Nulab

MAY 26, 2021

According to recent research , only 40% of employees across organizations know what the goals of their company are. Increase customer reviews by 10% by the end of the first quarter. Give your team ongoing feedback. Top Tip : Different messages need different channels for communication. For more official information (e.g.,

Research Software 72

Research Software Feedback Software User Testing Software Review 72

ProductPlan

NOVEMBER 4, 2019

There’s no perfect template for an ideal PM candidate; it’s about finding the best fit among a sea of unicorns. They must then determine if a candidate will be a good fit from a few brief interactions. They think they can get a sense of the person and their fit for the role regardless of which direction the conversation may go.

User Testing 48

User Testing Product Management Product Manager Onboarding KPIs 48

ProductPlan

MARCH 2, 2020

Listen to what your team and customers are saying.” Provide feedback : Ask questions to clarify points and use phrases like “What I’m hearing you say” or “Sounds like you are saying…” to reflect and summarize what the speaker has said. . This, in turn, helps you to develop customer empathy and nurture a deeper connection. .

Reporting Tools 60

Reporting Tools Feedback Software Research Software User Testing 60

ProductPlan

APRIL 29, 2020

Despite the influx of ideas and feedback, we don’t get tricked into wavering from our disciplined prioritization processes. The fire hoses of data are coming from all angles, be it customer feedback , support requests, competitive intelligence , or new ideas from the executive team. Product management turns chaos into order.

Roadmap 53

Roadmap Weak Development Team User Testing Customer Experience 53

Radical Product

MAY 16, 2018

signatures of users petitioning to rollback the update. While Snapchat tried to convince users that this was just an update that required getting used to, after disappointing Q1 ‘18 results, both in terms of advertising revenues and user growth, Snapchat announced the plan to redesign that essentially rolls back some of the changes.

User Testing 40

User Testing Customer Experience Data Visualization Vision 40

Userpilot

OCTOBER 8, 2022

Customer onboarding is an incredibly complex topic – you don’t get it right by accident. Instead, you need a comprehensive customer onboarding framework to give you a sense of structure… and set you and your SaaS up for success. What is SaaS customer onboarding? Action-packed, right?

Analytic Tools 98

Analytic Tools Onboarding KPIs Feedback Software Framework 98

Product Talk

MAY 10, 2023

It involves strengthening your understanding of business outcomes , fostering collaboration in product trios , and cultivating many other habits like conducting regular story-based interviews , mapping opportunities on the opportunity solution tree , and identifying and testing assumptions. Teresa: Who are your typical customers?

Product Research 130

Product Research User Testing Feedback Software Research Software 130

ProductPlan

JULY 23, 2019

Having these principles established across the business gives them a framework for this, aligning not just the development team, but aligning product development with marketing, sales, and support.”. This shows its employees and customers just how important its values are, as they’re sacrificing additional revenue in the process.

Vision 63

Vision Weak Development Team User Testing Product Research 63

Brian Balfour

FEBRUARY 7, 2017

Andy Carvell joined SoundCloud in 2012, when the company was just over 80 employees and 10 million monthly active users. The service now boasts over 150 million registered users, and monthly actives in the high tens of millions. Andy’s last role just before leaving SoundCloud was running the user retention team there.

Onboarding KPIs 62

Onboarding KPIs Feedback Software Customer Experience User Testing 62

Sachin Rekhi

FEBRUARY 16, 2020

Much of the literature that defines the role as the intersection of business, technology, and user experience isn't particularly helpful for practitioners who are left wondering what skills they need to learn versus the fine people they work closely with in actual business, technology, and user experience roles.

Data Visualization 217

Data Visualization Product Research User Testing Reporting Tools 217

Sachin Rekhi

MAY 13, 2011

BJ Fogg , a professor and researcher from Stanford University, stopped by and shared with us his secrets on behavior change. His focus for the evening was around how we can leverage his research in our own startups to help bring about the behavior change that we seek in our users. Baby Steps.

Research Software 60

Research Software Customer Experience User Testing Customer Feedback 60

Modus Create

JULY 1, 2020

I had been on a sort of health kick for a few years: I quit smoking, I started walking to get low impact exercise, and so on. Blood tests. The 5th time, they had me do a blood test. He ordered a battery of tests and put me on a big dose of prednisone and more tramadol to tide me over until we got the results.

Reporting Tools 98

Reporting Tools Systems Review Software Review Technical Review 98

The Product Coalition

JANUARY 10, 2021

If this is you, I have a simple tool you can use to articulate why things ( might ) take as long as they do, explain it in a way that is helpful to those who are unfamiliar with software development, and finally, provide a simple 5 minute exercise you can do each week to get a bit faster. It’s easier to do this as a percentage.

Reporting Tools 108

Reporting Tools Product Management Product Manager Customer Experience 108

Business of Software Conference

NOVEMBER 26, 2018

This will change the way that a lot of people think about product market fit, BS metrics, understanding the needs of the people that really matter. Video, Slides, Transcript and Rahul’s blog about this follow… Understanding Customers. So I’m going to talk about Product-Market Fit. ” Very disappointed.

User Testing 103

User Testing Product Marketing Engineering Feedback Software 103

Business of Software Conference

AUGUST 30, 2019

After this talk, you’ll understand how the ‘jobs-to-be-done’ theory helps SaaS companies create effective positioning — and a proven, step-by-step process for uncovering your best customers’ ‘job-to-be-done’ Video, Slides, and Transcript below. So messaging is really how you feel fuel for the race. (

Research Software 40

Research Software Messaging Analytic Tools Feedback Software 40

Mixpanel

AUGUST 3, 2023

How can you connect the dots between your best channels and best users? Retain your users How can you develop a customer marketing strategy? What do your best customers have in common? How can you build a strategy around customer value? It’s like fitting the last few pieces into a complex puzzle.

Analytic Tools 52

Analytic Tools Data Visualization Customer Experience User Testing 52

Mixpanel

AUGUST 3, 2023

How can you connect the dots between your best channels and best users? Retain your users How can you develop a customer marketing strategy? What do your best customers have in common? How can you build a strategy around customer value? It’s like fitting the last few pieces into a complex puzzle.

Analytic Tools 52

Analytic Tools Data Visualization Customer Experience User Testing 52

Roadmunk

APRIL 25, 2018

Having both joined Intercom back when it was ~30 employees, Brian and Michelle both have plenty of experience making tough, yet successful, product decisions for their users. Can you trust your gut that much to make the right decision for your user? It’s your top customer request. So I wanted to start with you Brian.

Customer Experience 53

Customer Experience Product Research User Testing Data Visualization 53

Mixpanel

FEBRUARY 23, 2021

Table of Contents The problem with defining product-market fit In search of quantitative indicators of product-market fit 6 things about measuring product-market fit 1. With that in mind, product-market fit is a spectrum 4. Every business is unique, and metrics frameworks apply differently 5.

User Testing 130

User Testing Onboarding KPIs Product Research Startups 130

Intercom, Inc.

FEBRUARY 22, 2018

If your product is to survive and your business is to grow, improving your user onboarding must always be top of mind. First, onboarding is the one thing that every user of your product experiences. Samuel Hulick on making users successful. Geoffrey Keating: What do you actually define as user onboarding?

Onboarding KPIs 194

Onboarding KPIs User Testing Customer Experience Research Software 194