The Product Coalition

MARCH 23, 2022

A Product Framework from Concept to Delivery: Part 1 Why “FE²AR” As a technology executive, I have seen my share of successful and not-as-successful products. From a Product Management and Strategy viewpoint, I believe internalizing this fear of failure drives some of the best outcomes for the organization and its customers.

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Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Let’s dive in.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Userpilot

AUGUST 30, 2024

What if you could read your customers’ minds? While mind-reading might be out of reach, customer segmentation models are the next best thing. By understanding and grouping your customers based on their behaviors and preferences, you can create personalized experiences that actually engage customers.

Data Visualization 71

Data Visualization Analytic Tools Reporting Tools Customer Experience 71

Intercom, Inc.

JULY 1, 2020

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. What is proactive customer support?

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User Friction Outbound Customer Experience Customer Feedback 239

People-First Product Leadership

JULY 30, 2024

Was it customer interviews? Target product-led growth companies which have direct customer engagement. What do you know about your target’s needs, pain points, and preferences? My point being, you are passionate about something. What parts of your career did you enjoy the most? Was it data?

Framework 59

Framework Product Management Product Manager Research Software 59

Userpilot

APRIL 28, 2023

Any product manager should understand the power of a product adoption framework as it can transform their ability to help users get value from their product and achieve their goals. A user has reached ‘adoption’ when they start paying for your services. What is a product adoption framework?

Analytic Tools 74

Analytic Tools Feedback Software Framework Onboarding KPIs 74

Intercom, Inc.

DECEMBER 1, 2021

To do this effectively, it’s important to remember that every customer interaction matters when closing a deal. Study any sales coaching blog, podcast, or book and you’ll find plenty of advice on the best ways to coach your sales reps: join their calls, listen to recordings, apply a framework … the list goes on.

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Usersnap

OCTOBER 3, 2023

Various UX measurement frameworks exist, including HEART, SUS, NPS, and CES. This article delves into demystifying and detailing the HEART framework’s implementation for UX evaluation. What is Google’s HEART Framework ? Happiness Engagement Adoption Retention Task Success When should we use the HEART framework?

Customer Experience 59

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Userpilot

JUNE 26, 2023

Choosing the right feature request prioritization framework enables product teams to make informed decisions and deliver the maximum customer value possible, especially when resources are limited. Our guide introduces 15 popular prioritization frameworks along with their pros and cons. Let’s dive in.

Framework 77

Framework Feedback Software Onboarding KPIs User Testing 77

Userpilot

JANUARY 29, 2023

Why do product managers need a new feature validation framework? TL;DR Product managers need a new feature validation framework to ensure that they meet user needs or drive organizational goals and avert product failure. Your new feature validation framework should consist of at least 3 techniques. How can you build one?

User Testing 85

User Testing Product Research Framework Feedback Software 85

Userpilot

APRIL 16, 2024

Customer journey insights enable marketing, product, design, and customer success teams to make informed decisions and create better customer experiences. In this article, we explain: What customer journey insights are. How they are linked to customer journey analysis and customer journey mapping.

Data Visualization 84

Data Visualization Customer Feedback Analytic Tools Feedback Software 84

Userpilot

FEBRUARY 17, 2022

If you’ve read Teresa’s Torres book, Continuous Discovery Habits , you’re probably familiar with her continuous discovery framework for building better products that are actually guided by user feedback. What are the benefits of using a continuous discovery framework? But it’s not the same with customers.

Product Research 84

Product Research Framework User Testing Research Software 84

Userpilot

MAY 8, 2024

Common types of customer needs include functionality, price, usability , performance, and support. To conduct an analysis, start by first defining the objective for your user needs analysis. Then, split your audience into various customer personas so you can analyze each of them individually. Let’s take a closer look.

Customer Feedback 77

Customer Feedback Data Visualization Customer Experience User Testing 77

Intercom, Inc.

APRIL 20, 2021

The challenges facing customer support leaders are more complex than ever. They need to be able to balance efficiency with a great customer experience , meet rising customer expectations , and keep team morale high , all while ensuring that they don’t blow through their budget or burn out their team. The results?

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Userpilot

JULY 24, 2024

This guide will introduce you to the best resources available for customer experience managers, providing you with a curated selection of valuable materials to enhance your skills and knowledge. TL;DR This is a professional responsible for improving interactions between a company and its customer base across different touchpoints.

Customer Experience 52

Customer Experience Analytic Tools Feedback Software Data Visualization 52

Userpilot

NOVEMBER 30, 2023

TL;DR The UX research process is a sequence of steps to collect and analyze data on user interactions with the product to better understand their needs and preferences. It’s essential to build user-friendly products that satisfy their needs and offer a positive customer experience. The next step involves data analysis.

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Product Research User Testing Research Software Data Visualization 77

Userpilot

AUGUST 12, 2024

There, he’ll share his framework to: Position your product. Positioning is about defining your product’s value and unique selling point. Messaging , on the other hand, is about using the right words to clearly communicate your benefits to customers. Identify your target audience and their pain points and needs.

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Userpilot

AUGUST 23, 2023

Without good customer experience design, you may as well give up before you even start. No customer wants to experience a clumpy product or service that feels like it’s being held together with chewing gum. CX design focuses on all interactions on the whole customer journey. What is customer experience design?

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Customer Experience User Testing Customer Feedback Feedback Software 69

Product Talk

NOVEMBER 22, 2023

These are the customer needs, pain points, and desires that, if addressed, will drive your desired outcome. This is how we’ll evaluate which solutions will help us best create customer value in a way that drives business value. Below the opportunity space is the solution space. But this isn’t Agile. Nor is it continuous.

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Research Software Feedback Software Product Research User Testing 259

Product Talk

JUNE 2, 2021

The engineer might be excited to try out a new API or use a new web framework. It starts with focusing on the customer. The team isn’t likely to reconcile their personal preferences about what they should build, but they can find alignment by developing a shared understanding of what their customers need and want.

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Userpilot

JULY 28, 2024

Understanding the salary landscape for customer experience managers is crucial whether you’re entering the field or looking to advance your career. TL;DR A customer experience (CX) manager is a professional responsible for improving interactions between a company and its customer base across different touch points.

Customer Experience 52

Customer Experience Data Visualization Analytic Tools Feedback Software 52

Mind the Product

APRIL 27, 2017

Figure 1: FRAMEWORK OF METHODS TO CAPTURE AND DEFINE PRODUCT FEATURES. Different written and visual methods can be used to detail problems that target user experience as pain points. This, I think, is a better way to begin to understand a user or market need and its associated pain points.

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Framework User Testing Research Software Feedback Software 117

UX Planet

FEBRUARY 22, 2024

5-step process The Jobs to Be Done (JTBD) is a powerful tool in product design that helps teams focus on understanding the needs and objectives of their customers rather than just the product itself. Here’s how to use the JTBD framework in product design: [link] 1. Jobs to be done template. Who are they?

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Userpilot

JULY 17, 2023

Do you want to learn how to use data analytics to improve customer experience? Many SaaS founders agree that customer insights are a key driver of product growth. After all, analyzing customer data can help you identify areas to improve upon and anticipate customer behaviors. Uncover customer behavior and preferences.

Data Visualization 88

Data Visualization Customer Experience Analytic Tools Customer Feedback 88

Product Talk

AUGUST 18, 2021

Good product discovery includes the customer throughout the decision-making process. Good product discovery includes the customer throughout the decision-making process. Good product discovery includes the customer throughout that process. If we are lucky, we might do some customer research at the beginning of the project.

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Userpilot

APRIL 29, 2024

Wondering how to segment customers to increase their engagement with your SaaS product? It covers: What customer segmentation is and its benefits. Customer segmentation use cases. TL;DR Customer segmentation is the process of grouping users based on shared properties. If yes, this guide is for you!

Customer Experience 82

Customer Experience User Testing Customer Feedback Analytic Tools 82

Userpilot

JULY 17, 2024

Starting a career as a customer experience manager requires understanding the key steps, skills, and experiences needed for success. In this article, we will outline the typical journey for customer experience managers, covering educational requirements, entry-level positions, potential advancements, and long-term opportunities.

Customer Experience 52

Customer Experience Analytic Tools Feedback Software Data Visualization 52

Userpilot

JUNE 30, 2022

The product management jobs-to-be-done framework relies on the idea that the customer is ready to spend money on a product only when it helps them complete a particular job. Tony Ulwick has invented the model to help companies better identify and meet the needs of their customers. What do we mean by ‘jobs’?

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Feedback Software Research Software Framework User Testing 70

Userpilot

JANUARY 26, 2023

What do you need customer empathy for? TL;DR Customer empathy is putting yourself in your customers’ shoes to better understand their problems and make it a part of your company culture to develop solutions that satisfy them on practical and emotional levels. Customer empathy is not limited to empathy in customer service.

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User Testing Product Research Customer Feedback Customer Experience 83

Intercom, Inc.

AUGUST 24, 2021

But at these pivotal moments, it’s just as important to prioritize your customer support strategy as it is to plan your product roadmap or your next big marketing campaign. With that in mind, here are three questions to ask when you want your customer support to grow with you – and some best practices to ensure it does.

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User Testing User Friction Customer Experience Customer Feedback 129

Userpilot

SEPTEMBER 16, 2024

HubSpot broadened its product range to cater to more business needs, becoming an all-in-one customer platform. Set goals using frameworks like SMART or OKRs to set clear, measurable, and achievable goals for market expansion. Canva launched a tailored product for educators, expanding its reach into the education sector.

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Analytic Tools Research Software Feedback Software Data Visualization 70

Userpilot

JUNE 17, 2024

TL;DR A customer experience (CX) specialist is a professional responsible for ensuring customers have positive interactions with a business/brand throughout their lifecycle. CX specialists typically interact with customers to understand their needs and pain points and resolve any problems they might be facing.

Data Visualization 52

Data Visualization Customer Experience Analytic Tools Feedback Software 52

Userpilot

JUNE 26, 2023

How to create customer feedback systems to gain insights into user needs ? TL;DR Customer feedback systems are frameworks for collecting, organizing, and analyzing customer feedback for actionable insights. NPS surveys track customer loyalty and provide insights into their satisfaction. Let’s dive in!

Feedback Software 76

Feedback Software Analytic Tools Research Software Customer Feedback 76

Userpilot

JANUARY 22, 2024

What are the most common customer success models? What factors should you consider when choosing one for your SaaS business to provide the best assistance to your customer ? TL;DR Customer success models are frameworks that help organizations ensure that customers can use their products effectively to realize their goals.

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Analytic Tools Feedback Software User Testing Customer Feedback 75

Gainsight

OCTOBER 14, 2022

Is it different for every customer?”. These are just a few of the questions that customer success (CS) experts explored in a recent episode of CS Essentials by Gainsight: Talking About ROI , a Success League Radio production. This series is also hosted by Tim Van Lew, Director of Customer Success Strategy at Gainsight.

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Userpilot

MARCH 29, 2023

How can it help product and marketing teams make data-driven decisions and improve the user experience at different stages of the customer journey? Utilizing digital analytics enables them to make data-driven product decisions , and identify user friction and pain points. What’s digital analytics?

Data Visualization 74

Data Visualization Analytic Tools Embedded Analytics Feedback Software 74

Userpilot

JUNE 26, 2024

Starting a career as customer experience specialist requires understanding the key steps, skills, and experiences needed for success. In this article, we will outline the typical journey for a customer experience specialist, covering educational requirements, entry-level positions, potential advancements, and long-term opportunities.

Customer Experience 52

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