The Product Coalition

JULY 23, 2023

Preparing for a product-driven, outcomes-based budget Once finance is on board with the shift, work to define the outcomes for the year (or however long your budget cycle runs). The OKR (objectives and key results) framework is the best way to do this. Without consistency, you will be questioned.

Onboarding KPIs 129

Onboarding KPIs Product Research Finance Government 129

Userpilot

MAY 8, 2024

Taking the example of an ESP, let’s say you find that most of your user base comprises enterprise customers and startup owners only make up a tiny fraction. Consider streamlining goal-setting and tracking with the SMART framework. Plus, you should consider adding more content to the knowledge base to cater to startup owners’ needs.

Customer Feedback 102

Customer Feedback Data Visualization Customer Experience User Testing 102

Intercom, Inc.

JANUARY 20, 2021

Not only that, but it’s fundamental to the Conversational Support Funnel , our framework for delivering efficient , personal support at scale. Your knowledge base is a living entity, just like your product. At Intercom, we believe that providing educational and motivational help content leads to loyal and engaged customers.

User Testing 232

User Testing Customer Feedback Customer Experience Embedded Analytics 232

Intercom, Inc.

FEBRUARY 1, 2022

However, less than a third of companies offer self-service options, such as a knowledge base , and are therefore neglecting empowering their customers. . Preparing an adequate knowledge base, help center, or blog with a clear navigation path is vital for empowerment.

User Testing 118

User Testing Customer Experience Data Visualization Customer Feedback 118

Lenny Rachitsky

FEBRUARY 20, 2024

I took the company values, team principles and values, company scorecards, and our progression model and used that as a knowledge base. The GPT then returns custom, detailed goals using the SMART framework that takes all the values above into consideration.

Data Visualization 133

Data Visualization ChatGPT Reporting Tools User Testing 133

Amplitude

DECEMBER 18, 2020

It is a framework for putting your customers at the core of your business by looking at behavioral data, identifying high-value opportunities, and creating impactful experiences. Part 1: Use Data Management to Build a Solid Knowledge Base. What Is Product Analytics? This accessibility can 10x the value of your data.

Data Visualization 116

Data Visualization Analytic Tools User Testing Product Research 116

Userpilot

APRIL 18, 2023

TL;DR Customer success strategy is a framework of tactics to deliver value to your customers throughout their lifecycle in order to provide them with the right solutions, support, and guidance to help them succeed. Developing the actionable tactics and process that you will use to help your customers achieve their goals at each stage.

Feedback Software 98

Feedback Software Analytic Tools Customer Experience User Testing 98

Intercom, Inc.

JULY 1, 2020

Many support teams set up a knowledge base to provide customers with the answers they need, so they’re empowered to help themselves. This can help you identify the most helpful knowledge base articles, Outbound Messages, and Product Tours to create next. Get the full framework for delivering fast, personal support.

User Friction 239

User Friction Outbound Customer Experience Onboarding KPIs 239

Userpilot

OCTOBER 30, 2022

Proper goal setting will give you clarity on the actions you need to take and the proper framework for tracking the success of your campaigns. The SMART goal-setting framework is worth imbibing: The SMART goal-setting framework. Other popular channels include in-app messages , knowledge bases , resource centers, forums, etc.

Feedback Software 97

Feedback Software Research Software Customer Experience User Testing 97

Gainsight

AUGUST 10, 2023

However, as businesses grow, and the customer base expands, the art of custom craftsmanship must evolve to extend across the masses. Delivering value at scale demands a different set of instruments—automation, data-driven insights, and strategic frameworks that ensure every customer’s journey is guided toward verifiable outcomes.

Onboarding KPIs 52

Onboarding KPIs Data Visualization User Friction Generative AI 52

Userpilot

MAY 22, 2023

You can build a CX strategy by: Starting clear customer experience vision and goals using the likes of SMART framework. You can start by setting clear customer experience management goals using the SMART framework. Goal Setting Frameworks: SMART. in the resource center.

Data Visualization 96

Data Visualization Analytic Tools Feedback Software Product Research 96

Userpilot

OCTOBER 24, 2023

The retention lifecycle framework helps you identify users according to their stage of the product journey and come up with relevant retention strategies. What is the retention lifecycle framework? You see, your total user base has four segments: new users, current users, resurrected users, and dormant users.

Customer Experience 103

Customer Experience User Testing Customer Feedback Onboarding KPIs 103

Userpilot

JANUARY 20, 2024

To do so, use frameworks like ICE, RICE, or Value vs Effort, or create your own scoring matrix. Documenting the RCA process helps you avoid going around in circles and build a knowledge base that can inform future decision-making and process improvements. Having generated a list of solutions, prioritize them.

Feedback Software 115

Feedback Software Analytic Tools Research Software User Testing 115

Intercom, Inc.

APRIL 7, 2021

70% of customer support teams have a knowledge base, FAQ section, or other help docs that allow their customers to self-serve. This is a big indicator of the importance of human support within the Conversational Support Funnel , our framework for providing efficient, effective, and personal support at scale.

Onboarding KPIs 129

Onboarding KPIs Reporting Tools Customer Experience Data Visualization 129

The Product Coalition

JUNE 22, 2020

This article is part of a wider guide on how to establish a product discovery framework in your organization. A lean product discovery framework can help make it all of this so much easier. To help you see the benefits of having an infrastructure in place, this post is broken down into the three key pillars of the framework.

Customer Experience 78

Customer Experience Product Research Data Visualization Embedded Analytics 78

Userpilot

SEPTEMBER 12, 2022

Group customer touchpoints by using the Pirate metrics framework. We recommend using the Pirate metrics framework designed by Dave McClure from 500 Startups. SaaS Pirate Metrics framework. customer support, knowledge base , product functionality, blogs, webinars, etc.). In short — AARRR. Revenue (Expansion).

Analytic Tools 98

Analytic Tools Feedback Software User Testing Customer Experience 98

The Product Guy

FEBRUARY 1, 2018

As a teacher, I’m always playing with new frameworks or ways of teaching. It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. Getting to Here. >

Product Management 92

Product Management Product Manager Management Management 92

Userpilot

JUNE 22, 2021

A customer success strategy is a framework of tactics aimed at giving your customers the best chance of achieving their goals. Customer success saves on support by providing customers with the guidance, knowledge, and resources necessary to get the most out of your product. What is a customer success strategy?

User Testing 52

User Testing Customer Feedback Feedback Software Customer Experience 52

The Product Guy

FEBRUARY 20, 2017

The Cynefin framework has been one way to think about this when looking at new problems. It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. More to Come.

Product Management 99

Product Management Product Manager Management Management 99

The Product Guy

FEBRUARY 12, 2017

The Cynefin framework has been one way to think about this when looking at new problems. It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. More to Come.

Framework 97

Framework Product Management Product Manager Information 97

Userpilot

AUGUST 29, 2022

A customer success strategy defines the framework for how to approach a specific CS goal, be it generating loyal customers, driving account expansion , or simply reducing churn rates. To solve this, add an in-app help center to give users access to the knowledge base , tutorials, videos , and support tickets right from the product UI.

Feedback Software 98

Feedback Software Research Software User Testing Customer Feedback 98

UX Planet

FEBRUARY 25, 2024

As a result, you’ll have an approach or framework for training your designer eye on a daily basis. about live sketchnoting pro tips ), and I created 150+ UX Knowledge Base Sketches. ✨Sketching for UX Designers Sketching for UX Designers course on Udemy In this 4.5-hour I wrote some articles in this topic (e.g.

UX 85

UX User Testing Customer Experience Banking 85

Gainsight

AUGUST 31, 2022

Often, they involve developing a knowledge base for customers, helping them to scale, and ensuring that they really benefit from new and enhanced self-service offerings. To achieve these payoffs at Gainsight, I’ve crafted a customer health scoring framework called DEAR: D eployment — Is the customer activated?

Data Visualization 52

Data Visualization Sales Training Customer Experience Construction 52

Userpilot

NOVEMBER 16, 2022

Looking to build a customer onboarding strategy from scratch or plan on reworking an existing framework? You can use the SMART goal-setting framework to keep yourself accountable—Specific, Measurable, Achievable, Relevant, and Time-Bound. Examples: videos , case studies, knowledge base articles, and documentation.

Feedback Software 98

Feedback Software Analytic Tools Customer Experience Customer Feedback 98

PMLesson's Ace the PM Interview

JULY 13, 2020

Scaled Agile POPM If you’re familiar with Lean and/or Agile frameworks, you’re probably familiar with Scaled Agile. Learning a framework might sound limiting, but it seems to work -- per their website, Experian Health improved their feature improvement process by >75% after taking PI training. Location: Online Online Available?:

Certifications 52

Certifications User Testing Data Visualization Feedback Software 52

Userpilot

JULY 4, 2023

Design and launch an in-app resource center offering self-service support to your users through video tutorials, a knowledge base, in-app chat, etc. Conduct A/B tests on your onboarding flows and quickly iterate based on user behavior. A powerful knowledge base with helpful guides to get you started.

Data Visualization 95

Data Visualization Analytic Tools Feedback Software Embedded Analytics 95

Usersnap

APRIL 29, 2023

This is possible thanks to the vast knowledge base that it was trained on and its advanced large language model. Following the North Star framework, what are the metrics that you would use to evaluate your product’s performance?” You want to learn about how your product is doing.

ChatGPT 105

ChatGPT Artificial Inteligence Feedback Software Reporting Tools 105

Userpilot

AUGUST 18, 2022

The customer advocacy framework. The customer advocacy pyramid is a framework designed by Captivate Collective that outlines the four stages of advocacy: Exploration, Motivation, Activation, and Iteration. Those who give you a score of 8 and above are loyal customers and potential brand advocates. Exploration.

User Testing 98

User Testing Customer Experience Customer Feedback Feedback Software 98

Userpilot

JANUARY 17, 2023

If you want to improve time-to-value and make sure that more users realize the value of your product, then you need to pay attention to the five stages of the value realization framework, which include: Definition. Provide in-app support with a knowledge base. Realization. Validation. Optimization. Value realization.

Feedback Software 98

Feedback Software Research Software Onboarding KPIs Customer Experience 98

Userpilot

JUNE 22, 2023

It also provides a framework for understanding the ideal progression and where potential drop-offs may occur. It should include knowledge base articles, FAQs, video tutorials, step-by-step guides, and best practice documents. Then it is essential to identify friction points and drop-offs within the funnel.

Data Visualization 98

Data Visualization Feedback Software Analytic Tools Customer Experience 98

Userpilot

NOVEMBER 9, 2022

SMART goal setting framework. Content engagement (interactions across a knowledge base, the onboarding flows, etc.). First, set the right goal for your CSAT. Having a CSAT score of 90% is wonderful, but keep in mind benchmarks for your industry. Be realistic with numbers and set SMART goals. Company data. Pre-existing segments.

Customer Satisfaction 98

Customer Satisfaction Onboarding KPIs Customer Feedback Product Research 98

Userpilot

OCTOBER 8, 2022

Instead, you need a comprehensive customer onboarding framework to give you a sense of structure… and set you and your SaaS up for success. A customer onboarding framework is a structured way of thinking about the set of actions, activities, and tools that go into helping a customer experience value. Interactive tours.

Analytic Tools 98

Analytic Tools Onboarding KPIs Feedback Software Framework 98

The Product Guy

JUNE 11, 2018

Nevertheless he had a strong knowledge base and skills we were looking for. I was suggested to try jobs-to-be-done framework. It was clear that he is different and did not look like a great fit for our team. At one point I was ready to dismiss his candidacy just because of that. The importance of one-on-one’s.

Weak Development Team 97

Weak Development Team User Testing Product Management Product Manager 97

Mind the Product

MARCH 7, 2018

Product knowledge bases play a similar role, allowing product and customer success teams to get their years of experience — strategies for best-using each feature, advice for integrating with other tools, examples of powerful use cases — out of their heads and into a searchable storehouse of product information. .

Data Visualization 93

Data Visualization Analytic Tools Feedback Software Product Research 93

Revulytics

NOVEMBER 1, 2019

As opposed to an ad hoc approach, it’s important to establish a framework for the management, availability, integrity and security of data within the enterprise. Effective analytics programs will require specific skills that may transcend the knowledge base of current employees. Hire the right talent.

Data Visualization 48

Data Visualization Analytic Tools Artificial Inteligence Customer Experience 48

Userpilot

JANUARY 31, 2022

In-app messages can also walk users through new features with interactive tutorials and provide easy access to customer support or knowledge base resources from within the app. They can also help you track user behavior and start building a behavioral segmentation framework for your in-app marketing.

Feedback Software 98

Feedback Software Onboarding KPIs Customer Feedback User Testing 98

Userpilot

AUGUST 31, 2022

Let’s go over the AARRA framework in detail to provide context into how customers journey to the referral stage and beyond. Improve customer service by creating a resource center with a variety of self-help guides, including micro videos , knowledge base articles, interactive walkthroughs, webinars, etc.

Feedback Software 98

Feedback Software User Testing Customer Experience Onboarding KPIs 98