Intercom, Inc.

NOVEMBER 30, 2021

You’ll learn the ingredients of a winning modern support tech stack and the key ways to optimize your stack through a proven framework. Once you’re clear on your goals, a solid framework can help you pinpoint the exact tools and capabilities your team needs to succeed. Issue tracking and management: Jira. Let’s dive in.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Intercom, Inc.

JULY 30, 2018

As an Inbound Sales Development Rep, I face the challenge of not having any control over the leads that get passed to me. Here at Intercom, we use live chat to qualify our inbound leads. This may sound obvious but you need to actively manage your leads. Don’t let good leads go dark. Re-engage your cold leads.

Inbound 157

Inbound Strategy Outbound User Testing 157

Userpilot

SEPTEMBER 5, 2022

Whether you’re looking to train your team to engage customers or make a career leap as a customer success manager (CSM), different types of customer success courses and certifications are the closest to the formal education you can get. Customer success manager fundamentals, by Udemy. Managing difficult customers, by ICMI.

User Testing 97

User Testing Customer Experience Customer Feedback Certifications 97

Intercom, Inc.

APRIL 25, 2018

This was a framework to allow Messenger apps to be sent in conversations. Then we realized that framework could easily be extended to allow apps to live outside conversations. Through total serendipity, we realized the Messenger app framework and our new Messenger home idea were perfect partners.

Embedded Analytics 215

Embedded Analytics Feedback Software User Testing Customer Experience 215

Intercom, Inc.

JUNE 1, 2021

Managing this influx of customer conversations while still providing efficient, personalized customer experiences is a challenge – especially when 51% of support leaders say that their team has less bandwidth today than ever before. “As So how can you manage a larger volume of queries without needing to add headcount?

Data Visualization 232

Data Visualization Reporting Tools Research Software Customer Communications 232

The Product Coalition

DECEMBER 19, 2019

Can You Manage the Conversation? Just you have to consider a certain framework that applies to your site requirement. Hence by using the appropriate technique to leverage the attention can only do by implementing the framework that is necessary to the subject the website is designed to plan.

Web Development 78

Web Development Web Developers Analytic Tools Development 78

Intercom, Inc.

FEBRUARY 1, 2022

At Intercom, we use a framework called the Conversational Support Funnel to deliver efficient, personal support to our customers at scale. With 59% of organizations reporting increased inbound volume , gathering customer feedback will help you to find out and address rising expectations directly.

User Testing 118

User Testing Customer Experience Data Visualization Customer Feedback 118

Intercom, Inc.

NOVEMBER 20, 2018

A simple way to access these is to do a LinkedIn search on the job title of the persona, say for example “marketing manager”, where connections = 1st, location = the city you reside in. The “ Jobs to be Done ” framework is a useful resource to help frame the context from their side of the fence. Managing the first sales meeting.

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

Product Bookshelf

JANUARY 1, 2021

Product management takeaways : As a product leader, you should understand your selling method and explore the options for product-led growth to gain scalability, focus, and customer acquisition cost benefits. Bush provides a framework for deciding between freemium, free trial, and demo options. What is product-led growth?

Onboarding KPIs 62

Onboarding KPIs Customer Experience User Testing Software Review 62

Intercom, Inc.

MAY 6, 2019

Here at Intercom, we worked with The Re-Wired Group early on to apply the Jobs to be Done framework to our product strategy. Guru, the knowledge management tool, does this on its homepage by contrasting the old way of managing knowledge across teams and tools versus the new and better way (using their product).

Onboarding KPIs 196

Onboarding KPIs Customer Experience User Testing Research Software 196

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

DISQO

JULY 5, 2018

In an effort to get closer to Amazon’s benchmark of having 70% of the information needed, some product managers even go to nearby Starbucks to generate feedback from random patrons. Research teams incorporate their principles and best practices into the frameworks, tools, and platforms that product teams use.

User Testing 66

User Testing Research Software Market Research Product Research 66

Intercom, Inc.

NOVEMBER 7, 2019

As Head of Sales for Spendesk, Nico was initially inspired by the vision of founder Rodolphe Ardant who had spotted a gap for ‘spend management’ in the B2B market based on personal banking trends. I believe we did manage to do a good job, and now it’s a super exciting time where we are well-funded.

Feedback Software 162

Feedback Software Marketing User Testing Finance 162

Userpilot

DECEMBER 15, 2021

Before we get into the strategies and frameworks for monetizing integrations, keep in mind this: If any integration is fundamental to your product functioning and delivering value, it should not be treated as an upsell. issue management: ServiceNow vs. Zendesk. for marketing automation: Pardot vs. Marketo. Social posts. Special offer.

Customer Experience 98

Customer Experience Data Visualization Customer Feedback Webinar 98

Brian Balfour

JULY 12, 2017

This is part 3 in a series about the growth frameworks companies need to grow to $100M+ Part One: Introduction & Why Product Market Fit Isn't Enough. This is part three in a series about 4 Frameworks To Grow To $100M+. But if not managed properly, can also kill your company. Subscribe to get the rest of the series.

User Testing 90

User Testing Strategy Product Research Outbound 90

DISQO

JULY 5, 2018

In an effort to get closer to Amazon’s benchmark of having 70% of the information needed, some product managers even go to nearby Starbucks to generate feedback from random patrons. Research teams incorporate their principles and best practices into the frameworks, tools, and platforms that product teams use.

User Testing 40

User Testing Research Software Product Research Market Research 40

DISQO

JULY 5, 2018

In an effort to get closer to Amazon’s benchmark of having 70% of the information needed, some product managers even go to nearby Starbucks to generate feedback from random patrons. Research teams incorporate their principles and best practices into the frameworks, tools, and platforms that product teams use.

User Testing 40

User Testing Research Software Product Research Market Research 40

Intercom, Inc.

NOVEMBER 17, 2022

Alina Vandenberghe is the Co-Founder and Co-CEO of Chili Piper , an inbound conversion software that helps sales teams automatically schedule appointments and instantly turn leads into qualified meetings. Although she was a product manager, she’d experienced sales first-hand growing up and had spent many hours studying revenue teams.

User Friction 118

User Friction Customer Experience Weak Development Team Travel 118

Userpilot

JULY 19, 2021

In short, you use CEP software to manage and optimize product experiences along the user journey. – think Pirate metrics framework here and the stage you are trying to have an impact on. As we said at the beginning, customer engagement platforms help you to manage customer support. Do you need to hold the user’s hand?

Analytic Tools 98

Analytic Tools Research Software Reporting Tools Customer Communications 98

Intercom, Inc.

JULY 28, 2021

The Conversational Support Funnel – a framework that combines powerful elements of proactive , self-serve , and human support to ensure your support is scalable, personal, and efficient. or “Phone and email support are inefficient and causing my team to get swamped with inbound conversation volume, how can I fix this?”

Reporting Tools 239

Reporting Tools Research Software Inbound Customer Experience 239

Brian Balfour

OCTOBER 13, 2017

This post is the HubSpot Sales case study that illustrates the concepts of the 4-Fits Framework, a 5 post series in which I explain the four frameworks you need to align to grow to a $100M+ company. Content and inbound sales was the bread and butter of HubSpot's history. Subscribe to receive the rest of the series. Great, right?

Framework 111

Framework User Testing Customer Experience Inbound 111

The Product Coalition

OCTOBER 21, 2019

The roles of Product Manager, Product Marketer and Product Owner (if they all exist in your company) will all vary depending on what senior management have seen before, what other roles exist, the types of product and the size (or maturity) of the company. Or you may be heavily involved in either inbound or outbound activity.

Outbound 60

Outbound Inbound Product Management Product Manager 60

Userpilot

AUGUST 23, 2023

Value chain management consists of managing, monitoring, and optimizing all discrete activities that contribute to the customer value chain. What are value chain management and mapping? For instance, the value chain of Amazon’s inbound and outbound logistics would look very different from the value chain of Prime Video.

User Testing 98

User Testing Customer Feedback Feedback Software User Friction 98

Brian Balfour

OCTOBER 12, 2016

As we emphasize continuously in Reforge , becoming an elite growth marketer has nothing to do with the specific hammer in your toolkit and everything to do with mastering the emerging skills, frameworks, and thought processes that enable you to solve new problems, repeatedly. It is such a popular question that it was asked on Inbound.

Marketing 94

Marketing Data Visualization Customer Experience User Testing 94

Userpilot

AUGUST 14, 2023

The Pirate Metrics Framework is a great growth marketing framework – covering the 5 stages of acquisition , activation , retention , referral, and revenue. What is the growth marketing framework? Revenue: Users invest more in your product (expansion revenue) by upgrading and purchasing add-ons.

Onboarding KPIs 97

Onboarding KPIs Strategy Marketing User Testing 97

Userpilot

NOVEMBER 8, 2022

Product marketing OKRs are a goal-setting framework involving two parts: objectives and key results. A diagram of the OKR framework. There are two main performance frameworks in product marketing – OKRs and KPIs. OKR is a larger framework of objectives and goals that guides strategy. goal-setting framework.

Onboarding KPIs 104

Onboarding KPIs Product Marketing Marketing Data Visualization 104

Intercom, Inc.

JUNE 23, 2020

Between them our panel offer a 360° view of this important development and allow us to better understand how and why this framework was developed and what it might mean for your business. I’ve got various product managers reporting into me and we focus primarily in the support space. That sounds like a really robust framework.

Reporting Tools 118

Reporting Tools Customer Experience User Testing Data Visualization 118

Intercom, Inc.

MARCH 31, 2021

Below, we share a proven framework and powerful workflows for freeing up your support team’s workload and ensuring only the most high-value, complex queries reach their inbox. At Intercom, we use a framework called the Conversational Support Funnel to deliver efficient, personal support to our customers.

Data Visualization 213

Data Visualization User Friction Customer Experience Customer Satisfaction 213

Intercom, Inc.

JULY 19, 2021

And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships. It’s quick, efficient, and personal, meaning that customers can get the answers they need, where and when they need them.

Weak Development Team 129

Weak Development Team Reporting Tools Research Software Feedback Software 129

Intercom, Inc.

MARCH 29, 2018

The interesting thing is that the way we get our clients right now is strictly around content marketing, inbound and SEO. Adam: All your clients today are inbound. But it ended up working out, because we built our own inbound machine just in the nick of time. Is there a framework you use for selecting the best place to start?

Webinar 192

Webinar Inbound Download User Testing 192

NextBigWhat

OCTOBER 30, 2020

Objectives and key results (OKR): A goal-setting framework that helps companies set an objective, which is “what I want to have accomplished,” and the key results, which are “how I’m going to get it done.” Bullseye framework: To systematically find the most promising channel. It has a sense of urgency. It has a purpose.

User Testing 52

User Testing Reporting Tools Product Management Product Manager 52

eG Innovations

MAY 3, 2021

AWF Fault Injection Simulator was released in March 2021, a fully managed service for running fault injection experiments on AWS that makes it easier to improve an application’s performance, observability, and resiliency. Beyond the managed service, open-sourced tools have also been released by AWS Engineering. Availability.

Data Visualization 105

Data Visualization User Testing Product Research Testing 105

Lenny Rachitsky

MARCH 12, 2024

For my podcast, you might think: how many nerds would listen to a podcast about product management? So I focused on making it the best podcast out there on product management for those people. Are there any frameworks, methods, or processes you’ve found to be especially useful in your work that others may find useful, too?

Technical Review 137

Technical Review Analytic Tools Research Software Feedback Software 137

Userpilot

JULY 22, 2023

Your customer success team has a strategy to turn new users into loyal customers Your customer success team and account managers will be key touchpoints when it comes to expanding accounts. The three-stage growth loop framework. Input is the strategies you use to acquire new users. Source: Slack. Source: Evernote.

Feedback Software 86

Feedback Software User Testing Strategy Onboarding KPIs 86

StubHub

MAY 8, 2019

This new program, which we developed over the course of a year, has already made available to our partners an entirely new set of APIs that address key business processes like event cataloging, inventory management and order management. Specifically, we worked with their Day 0 Engagement team using the SPRINT framework?—?a

Reporting Tools 8

Reporting Tools Analytic Tools Feedback Software Data Visualization 8

Business of Software Conference

JANUARY 28, 2019

If you tore the page from them you couldn’t tell the difference between them and you were selling to a cynical audience of advertised buyers all of whom have bought and heard for years every line and amongst that, I managed to start – I realized the only way I would survive was to watch those people who were really good and to try and model it.

Research Software 40

Research Software Feedback Software Magazine Customer Experience 40

DISQO

MARCH 6, 2020

In an effort to get closer to Amazon’s benchmark of having 70% of the information needed, some product managers even go to nearby Starbucks to generate feedback from random patrons. Research teams incorporate their principles and best practices into the frameworks, tools, and platforms that product teams use.

User Testing 52

User Testing Product Research Research Software Feedback Software 52