Intercom, Inc.

AUGUST 17, 2021

Proactive support is a crucial part of any good conversational support strategy, empowering you to pre-emptively deliver targeted, personalized support via messenger-based channels. For many teams, making the switch from reactive to proactive customer support can be tricky – but it’s a necessary element of any support strategy.

Data Visualization 156

Data Visualization Inbound User Friction Customer Experience 156

Userpilot

JULY 4, 2023

There are five segments in the technology adoption lifecycle: Innovators; Early adopters; Early majority; Late majority; Laggards; Some strategies to crossing the chasm include: Create a buzz to help attract the right technology enthusiast to your product early. The book goes into detail about the chasm as well as valuable strategies.

Feedback Software 82

Feedback Software Analytic Tools Research Software User Testing 82

Intercom, Inc.

OCTOBER 22, 2019

Sales managers looking to stand out among their peers would do well to focus on four things: prioritizing work that will move the needle, making sure the right people are on their team, thinking about initiatives that will improve the business (not just themselves and their reps), and developing a solid decision-making framework. The lesson?

Weak Development Team 123

Weak Development Team Inbound Outbound Framework 123

Userpilot

JANUARY 22, 2024

TL;DR Customer success models are frameworks that help organizations ensure that customers can use their products effectively to realize their goals. A customer success model is a customer-centric framework focusing on building strong, long-term relationships with customers to help them achieve their desired goals while using your product.

Analytic Tools 83

Analytic Tools Feedback Software User Testing Customer Feedback 83

Intercom, Inc.

AUGUST 27, 2018

Whether you’re dealing with an inbound or outbound lead, this is a softball question that helps uncover your prospect’s motivations for checking out your product. If it’s an outbound lead, I ask, “Was there something specific in my outreach that piqued your interest?”. What initially piqued your interest?

Product Research 150

Product Research Outbound Inbound User Testing 150

Userpilot

OCTOBER 25, 2022

In the article, we’re looking at the responsibilities of strategic product managers and how they can use data effectively to shape product strategy and deliver delightful experiences to users! Product strategy defines who we are building for, what to build, and how to build it. Goals are important aspects of the product strategy.

Product Research 89

Product Research User Testing Customer Feedback Research Software 89

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+. After that we will bring all four frameworks together and put them into action.

User Testing 90

User Testing Strategy Product Research Outbound 90

BrainMates

SEPTEMBER 4, 2023

Product-led growth is a go-to-market strategy that relies on using your product as the primary vehicle to acquire, activate, and retain customers. It’s a strategy that puts the product at the forefront of your growth efforts, leveraging its value to acquire, activate, and retain customers.

Data Visualization 52

Data Visualization Onboarding KPIs Customer Experience Customer Feedback 52

Bain Public

JANUARY 11, 2022

This includes the BHAG (the big hairy ambitious goals), your value proposition, the product mission as well as its strategy to expand into new markets, innovate or create efficiencies — doing more with less. A pivot shouldn’t impact the company BHAG or product mission, but will directly affect strategies and tactics.

Onboarding KPIs 52

Onboarding KPIs Weak Development Team User Friction Customer Experience 52

Intercom, Inc.

APRIL 18, 2019

There isn’t a canon of resources that can provide you with a tried-and-true strategy to deploy. There’s a temptation to come in and say, ‘We need to run down the gamut of traditional tactics, like getting our outbound SDR team calling.’ In the early days, if an outbound call [asked], ‘Who runs customer success for you?’

Outbound 112

Outbound Customer Experience Education Airlines 112

Brian Balfour

JULY 18, 2017

This is part four in a series about 4 Frameworks To Grow To $100M+. Finally on the far right hand end of the spectrum you have very high ARPU businesses (6 to 7 figures) and therefore take advantage of very high CAC channels such as enterprise and outbound sales. In my next post we'll go through the fourth framework Model Market Fit.

User Testing 65

User Testing Outbound B2B Inbound 65

UX Studio: Product Management

JULY 29, 2021

For this purpose, I will borrow the famous AARRR Pirate Metric framework. However, whatever your market, odds are understanding your customers through research and offering them a better UX will decrease your share of outbound sales. Our experts would be happy to assist with the UX strategy, product and user research, or UX/UI design.

Research Software 110

Research Software User Testing Product Research UX 110

Intercom, Inc.

NOVEMBER 17, 2022

In today’s episode, we sat down with Alina to chat about starting a company from scratch, the importance of a marketing strategy that drives growth, and the perks of being remote-first. When an SDR is with someone on the phone, especially outbound, and they are interested in doing a demo, they need to seize the moment.

User Friction 118

User Friction Customer Experience Weak Development Team Travel 118

Intercom, Inc.

JULY 29, 2021

We recently sat down with Mark to chat about onboarding in a hypergrowth environment, how that strategy played as the pandemic unfolded, and why taking care of your team is actually the best way to take great care of your customers. We have business development doing inbound and outbound. A framework for choosing the right company.

Feedback Software 223

Feedback Software Reporting Tools Customer Experience Weak Development Team 223

Intercom, Inc.

NOVEMBER 7, 2019

At Spendesk I am currently head of sales, so my main missions are about hiring and building the sales department on one side, and I also work around like all of the go-to-market strategy. It’s super important to think early on about what strategy you have. So of course we are doing corporate cards, basically smart cards.

Feedback Software 162

Feedback Software Marketing User Testing Finance 162

Product Bookshelf

FEBRUARY 21, 2017

Although some growth tactics are specific to outbound marketing, many are directly tied to the product. It’s essentially a catalog of business strategies, value propositions, and growth strategies from successful high tech companies. Product managers can learn a lot from growth marketers.

Data Visualization 48

Data Visualization User Testing Onboarding KPIs Product Research 48

Brian Balfour

AUGUST 3, 2017

This is part five in a series about 4 Frameworks To Grow To $100M+. Because of that, they use Outbound Sales to sell (Product Channel Fit). Because they use Outbound Sales they must have High ACV's to support the channel (Channel Model Fit). Subscribe to get the rest of the series.

Marketing 57

Marketing Outbound User Testing Reporting Tools 57

PMLesson's Ace the PM Interview

OCTOBER 30, 2019

I landed product roles at Tesla, where I worked on their outbound logistics technology, and at Microsoft, where I worked on privacy features for Edge. Stephen has a non-traditional, but effective strategy where he encourages candidates to avoid using frameworks. Q: How did you first hear about Exponent?

Engineering 45

Engineering Feedback Software Product Management Product Manager 45

Userpilot

SEPTEMBER 19, 2023

TL;DR Product-led growth (PLG) funnels are a framework that helps you visualize the entire process of your product, converting a lead or prospect into a paying customer. A product-led growth funnel is a framework for visualizing the process by which your product converts prospects into customers.

Data Visualization 103

Data Visualization Analytic Tools Customer Experience Reporting Tools 103

Intercom, Inc.

JULY 13, 2018

Go to town on channels that you can turn on and off, like outbound or cold email or advertising. The framework that I’ll give is really easy for everyone to follow. It’s the Content Reusage Framework from Aleyda Solis. If you use that framework, it’s going to work out really well for you.

User Testing 156

User Testing Customer Experience Customer Feedback Strategy 156

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. That sounds like a really robust framework. Kaitlin Pettersen : Global Director of Customer Support. Jane Honey : Senior Director of Product.

Reporting Tools 118

Reporting Tools Customer Experience User Testing Data Visualization 118

Userpilot

AUGUST 23, 2023

Insights into customer needs and customer pain points will guide your technology development while helping you refine your marketing strategies — offering a cost advantage over your competitors who’ll need to spend more on broad advertising campaigns. Customer pain points. Decision-making. Get your free Userpilot demo today!

User Testing 91

User Testing Customer Feedback Feedback Software User Friction 91

Intercom, Inc.

NOVEMBER 27, 2019

A genius inbound marketing strategy. Companies like Slack, HubSpot, and Shopify have all operated on this deeper level, leveraging these five strategies to go public. And really there are five most common market-moving strategies. Whichever path you decide to take, it’s essential to put a comprehensive strategy in place.

Data Visualization 186

Data Visualization Reporting Tools Software Review User Testing 186

Bain Public

JANUARY 10, 2023

What are the various strategies the product needs to be able to achieve in order to differentiate itself on the market and not be cloned by competitors? And well, as well as what are the various tactics that align themselves with each strategy? What aligns with this strategy here of anti-IP? All of our patents belong to you.

Roadmap 52

Roadmap Customer Experience Outbound Leadership 52

Intercom, Inc.

JUNE 8, 2021

This is the final post in our series exploring the findings from Drive Conversational Experiences for a Future-Ready Customer Support Strategy , a commissioned study conducted by Forrester Consulting on behalf of Intercom in April 2021. Invest in the right tools and frameworks. Outbound messaging (70%). Personalization (66%).

Reporting Tools 222

Reporting Tools Technical Review Data Visualization Research Software 222

Intercom, Inc.

NOVEMBER 28, 2018

The good news, particularly if you’re just getting started, is that you really only need two things: a framework for evaluating new tools and a few recommendations to kick off your search. Simple frameworks for choosing your sales tools. This is a complete solution for sales teams making outbound calls.

Data Visualization 192

Data Visualization Analytic Tools Research Software Feedback Software 192

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. Check out Forrester’s study, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , to learn more.

Weak Development Team 129

Weak Development Team Reporting Tools Research Software Feedback Software 129

Modus Create

FEBRUARY 1, 2022

You will find answers to questions such as: Why do we need logging frameworks like Log4j? DevSecOps as a Defense Strategy. In the case of Log4j, if we know the Java daemon shouldn’t be making outbound calls or connections, we can disrupt the attacker’s kill chain.

Software Review 59

Software Review Systems Review Data Visualization Weak Development Team 59

NextBigWhat

OCTOBER 30, 2020

Kernel of a Strategy: A process to create a strategy. 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.

User Testing 52

User Testing Reporting Tools Product Management Product Manager 52

Userpilot

FEBRUARY 25, 2021

Creative email strategies and other outbound hacks, and of course, this playbook wouldn’t be complete without Product-led growth frameworks that have led to double-digit ARR growth rates. SaaS Marketing Strategies for Growth in 2021. SaaS Marketing Strategies for Growth in 2021. Outbound vs. Inbound.

Research Software 65

Research Software User Testing Outbound Marketing 65

Userpilot

MAY 19, 2021

You hear many people chanting the same things about how this one specific tactic gave them +1000% in ROI, and then you look at your own strategy and wonder why it’s all crickets. Venture Harbour’s Influencer Marketing Strategy That Has Led to 9 Successful Businesses. SaaS Outbound Marketing. Creating A B2B SaaS Marketing Plan.

Research Software 119

Research Software B2B User Testing Customer Experience 119

Intercom, Inc.

MARCH 17, 2022

I know a lot from just seeing the stuff you publish – there’s the north star framework, the talk you did on thinking big, working small, which really resonates with a bunch of folks here at Intercom; one of our principles is to think big, start small, and learn fast. Do they set strategies and can they run experiments to do that?”

Analytic Tools 151

Analytic Tools Research Software Data Visualization Customer Experience 151