Lenny Rachitsky

JANUARY 16, 2024

Please send us feedback (or leave a comment ) on anything you think we’re missing, or anything unique about your business that caused you to modify the equation you use. One key metric for every business is customer acquisition payback period. This won’t be perfect. We’d love to hear it.

User Testing 120

User Testing B2C Outbound Feedback Software 120

Intercom, Inc.

APRIL 7, 2020

As the coronavirus outbreak upends lives and businesses everywhere, support teams are increasingly the first place that customers turn to for guidance. Our new research reveals the impact it’s had on these teams. Some of our own customers are experiencing up to 10 times the number of new chat conversations.

Customer Experience 217

Customer Experience Reporting Tools Research Software Data Visualization 217

Intercom, Inc.

NOVEMBER 20, 2018

In the early stages of most SaaS startups’ lives, the CEO or founder often acts as the initial head of sales. This makes sense given the likely resource constraints and the value to be gained from getting in front of customers from day one. What matters is that somehow, someway, you still get those 10 paying customers closed.”.

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

Userpilot

APRIL 7, 2024

When it comes to boosting your product growth, user tracking tools can make your life a lot easier. They offer insights into product performance , what your users are doing inside your product, and why they are doing it. Userpilot is the best user journey-tracking tool for web analytics. What is user tracking?

Data Visualization 86

Data Visualization Analytic Tools Feedback Software Reporting Tools 86

The Product Coalition

OCTOBER 6, 2023

Futurologists and trend researchers are optimistic that this will be the case in the future with emotion AI. Emotion AI, like any other AI technique, requires data to enhance performance and comprehend user emotions. In addition, agents utilize Emotion AI to comprehend the disposition of consumers and communicate effectively.

Research Software 130

Research Software Reporting Tools Data Visualization Automotive 130

Gainsight

FEBRUARY 2, 2024

The customer success landscape has changed. Technology companies are producing more complex software, which can often overwhelm customers during the onboarding process. As a result, it’s common for these customers to quickly abandon new platforms. In short, customer training leads to customer retention.

Education 52

Education User Testing Customer Experience Research Software 52

Intercom, Inc.

MAY 8, 2019

That’s not inherently bad, but that does change a lot about the way that we operate” Meghan Keaney Anderson has been doing just that at HubSpot for the past 8 years, which feels like a lifetime in the world of startups. This is episode nine of Scale , a brand new podcast series on moving from startup to scale up.

User Testing 116

User Testing Customer Experience Inbound Research Software 116

Intercom, Inc.

JANUARY 5, 2023

Delayed orders, faulty services, missing information, you name it – every time a customer reaches out, it tells you something about the friction they’ve experienced. Customer service teams are all too often drowning in angry, repetitive tickets, and yet, we don’t seem to focus enough resources on tackling the reasons behind it.

Customer Experience 138

Customer Experience Customer Feedback Feedback Software User Testing 138

Lenny Rachitsky

JANUARY 9, 2024

Subscribe now P.S. New swag drop Q: I’ve been working on my startup for a couple of years now. Most startups, and new product ideas, fail—we all know this—but it’s different when it’s your product. And if they don’t find product-market fit, nothing else really matters. You can too.

B2C 94

B2C Customer Experience User Friction User Testing 94

Mixpanel

JANUARY 12, 2023

We’ve run dozens of customer interviews, analyzed our competitors, tracked our customer lifecycle, and aligned with the company vision: now we’re finally ready to write copy. It’s absolutely rooted in the empirical data that gives an objective understanding of your customers’ paint points and desires. Keyword research.

Data Visualization 115

Data Visualization User Testing Research Software Product Research 115

Business of Software Conference

NOVEMBER 1, 2023

Too often, startup founders spend time hoping for a miracle. ’ Goodman argues that the answer lies in focusing on two major factors – customer feedback and positive metrics. After all, partners likely have potentially thousands of customers already that fit your vertical demographic.

User Testing 52

User Testing Research Software Feedback Software Customer Experience 52

Usersnap

JULY 11, 2021

In the old days, customer support was something most companies sucked at. But times changed and so has customer support. A lot of businesses now take customer support as a service and an important part of their business operations. In this blog post, I’ll show you numerous steps for providing the best customer support available.

User Testing 52

User Testing Customer Feedback Customer Experience Feedback Software 52

Intercom, Inc.

FEBRUARY 5, 2019

You can delay it until you’ve acquired your first 100 or 1,000 customers, but at some point you’ll need to find sustainable traction in the market. When done correctly, your sales strategy will help your sales team execute with focus – SMB or enterprise, inbound or outbound, hunting or farming. Define your ideal customer profile.

Outbound 177

Outbound Strategy Inbound Customer Experience 177

DISQO

JULY 5, 2018

“It will win with the customer by doing a series of small bets that give it insight on how to build that long-term customer relationship.”. Whereas many organizations have deep and meaningful expertise doing large-scale market research, their findings are hitting critical limitations. Make small bets, via experimentation.

User Testing 66

User Testing Research Software Market Research Product Research 66

Intercom, Inc.

APRIL 4, 2019

It’s become apparent that for hypergrowth SaaS startups today, there are two distinct phases. Stripe hit the market with such force that they could rely on a high-velocity, bottom-up distribution engine to give them the kind of traction other startups could only dream of. How to bring formal sales into a growing startup.

Weak Development Team 162

Weak Development Team Outbound User Testing Research Software 162

The Product Coalition

APRIL 14, 2020

Research ¹ has shown that lead generations tactics remained relatively unchanged over time as the world embraces high level of digitization. Quality Leads Come at a Price Another research in B2B lead generation shows that outbound tactics such as events and trade shows generate the highest quality leads ³.

Banking 78

Banking Research Software User Testing Customer Experience 78

Userpilot

MAY 3, 2022

How is enterprise SaaS marketing different compared from acquiring and retaining users for an SMB? Inbound works really well for smaller SaaS businesses, whether B2B or B2C. Remember, the biggest thing keeping SaaS businesses from potential customers is the right plan of action. What is enterprise SaaS marketing?

Enterprise 91

Enterprise Strategy Marketing Outbound 91

DISQO

JULY 5, 2018

“It will win with the customer by doing a series of small bets that give it insight on how to build that long-term customer relationship.”. Whereas many organizations have deep and meaningful expertise doing large-scale market research, their findings are hitting critical limitations. Make small bets, via experimentation.

User Testing 40

User Testing Research Software Product Research Market Research 40

DISQO

JULY 5, 2018

“It will win with the customer by doing a series of small bets that give it insight on how to build that long-term customer relationship.”. Whereas many organizations have deep and meaningful expertise doing large-scale market research, their findings are hitting critical limitations. Make small bets, via experimentation.

User Testing 40

User Testing Research Software Product Research Market Research 40

Intercom, Inc.

OCTOBER 16, 2019

However, that doesn’t necessarily mean a “pivot”, but more often the evolution is a shifting business model as the company scales and the user base grows and changes. Determining where you are on the spectrum leads to the sort of customers you plan to target, your route to market and the most effective sales process. Goal of website.

Strategy 195

Strategy Customer Experience Inbound User Testing 195

Userpilot

MARCH 8, 2022

The book described the common tendency for organizations to focus on features instead of delivering true value for the users, and discussed: How not to turn into a feature factory. Your users will thank you one day. Susan Stavitzski – Customer-Driven Product Person and Product Leader.

Technical Advisors 111

Technical Advisors Product Research Analytic Tools User Testing 111

Mixpanel

AUGUST 21, 2019

Clement Kao is a Product Manager at Blend , a San Francisco-based startup that partners with lenders and technology providers to re-imagine consumer finance. In this guest post for Mixpanel, he shares his lessons on reducing mobile app churn with user analytics. To tackle the problem, we turned to user analytics.

Analytic Tools 78

Analytic Tools Feedback Software Research Software User Testing 78

The Product Coalition

JUNE 9, 2023

It’s nearly impossible to do, and even if you can do it, in most cases your startup won’t survive the time it would take in order to see its fruits. The answer to this question is based on the “Product Circuit” model that I use to help companies get to product-market fit and presented here a while ago.

Education 109

Education Marketing Weak Development Team User Testing 109

Userpilot

JUNE 13, 2022

The Userpilot blog provides well-researched, in-depth articles on user onboarding, product growth, product growth, user experience, and so much more. The Kalungi blog is focused on educating users about how to implement inbound marketing in their SaaS businesses. What is a SaaS blog?

Analytic Tools 52

Analytic Tools Research Software Feedback Software Data Visualization 52

Intercom, Inc.

OCTOBER 29, 2020

Here are a few quick takeaways: Focus on your customers. Don’t just listen to what they say – watch what they do, understand their world and their challenges, and consider how your product integrates and fits in with everything else happening in their lives. Make it easy for customers to talk to you, and vice versa.

Feedback Software 209

Feedback Software Research Software User Testing Reporting Tools 209

Intercom, Inc.

DECEMBER 12, 2018

Marketing technology – or MarTech – stacks are the groups of technologies that marketers use to execute, analyze and improve their marketing across the customer lifecycle. To summarize: Martech isn’t about making your strategy fit to the technology you want to use. Here’s a tried and tested formula: Pick a topic/keyword.

Analytic Tools 223

Analytic Tools Research Software Feedback Software Reporting Tools 223

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. Four years later, and as the company moves decidedly upmarket with their customer base, it’s adapting its sales cycles to cater for bigger clients.

Feedback Software 162

Feedback Software Marketing User Testing Finance 162

Intercom, Inc.

JULY 11, 2019

In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. You might say it’s one of the strongest advantages a startup has. It becomes harder for the folks running things to make time to be inside their customers’ minds. Speak the customer’s language.

Customer Experience 188

Customer Experience User Testing Research Software Customer Feedback 188

The Product Coalition

JULY 16, 2023

That’s why I started Infinify, and that’s what I do in almost every service we provide — from strategic consulting to startup founders, through the CPO Bootcamp for product leaders, and all the way into our online courses and lectures to product and leadership teams. But unfortunately, the impact you can make there is limited.

Strategy 137

Strategy Product Management Product Manager Management 137

UX Studio

APRIL 6, 2023

Your website’s design is crucial when you try to win over your users. As a global design agency, we collaborate with both startups and enterprises worldwide and have broad experience in nearly every niche and industry. We accomplish this by putting UX research to use, which leads to enhanced, user-centric design.

Research Software 52

Research Software User Testing Product Research Data Visualization 52

UX Studio

APRIL 6, 2023

Your website’s design is crucial when you try to win over your users. As a global design agency, we collaborate with both startups and enterprises worldwide and have broad experience in nearly every niche and industry. We accomplish this by putting UX research to use, which leads to enhanced, user-centric design.

Research Software 52

Research Software User Testing Product Research Data Visualization 52

Intercom, Inc.

MAY 10, 2018

Andrew’s been an angel investor and advisor for a slew of name-brand startups; however, he’s most widely known for his invaluable essays on growth. The Law of Shitty Clickthroughs” posits that successful channels will become less efficient over time , thanks to a crowding effect that exhausts potential users.

User Testing 224

User Testing Customer Experience Onboarding KPIs Customer Feedback 224

Intercom, Inc.

FEBRUARY 28, 2019

That doesn’t mean his team overlooks traditional approaches; rather, they’re deploying a blend of tactics to create products with true, measurable value so powerful that it wows users and drives growth. Product-led growth generally is a good fit for companies that have a freemium option or a free trial. Here are five quick takeaways.

Onboarding KPIs 137

Onboarding KPIs User Testing Feedback Software Customer Experience 137

NextBigWhat

OCTOBER 30, 2020

Blitzscaling: An execution framework that prioritizes speed over efficiency and allows a company to go from “Startup” to “Scaleup” at a furious pace that captures the market. For a startup to move very fast, it must take on far more risk than a company going through the normal. It’s a binary test.

User Testing 52

User Testing Reporting Tools Product Management Product Manager 52

Brian Balfour

JULY 18, 2017

The difference between these two are not the common mantras of build a great product, product market fit is the only thing that matters, or growth hacking. In part three, I covered Product Channel Fit - that products are built to fit with channels, channels are not built to fit with products. Channel Model Fit.

User Testing 65

User Testing Outbound B2B Inbound 65

The Product Coalition

JULY 3, 2018

Help Saas app owners to provide more efficient self help resources to their users. Helping them to create and deliver a game changing user education experience that increases retention and engagement, while reducing customer relationship costs. Most small software companies can’t afford offering 24/7 customer support.

Analytic Tools 60

Analytic Tools Feedback Software Education Embedded Analytics 60

Userpilot

AUGUST 29, 2022

Engineering as marketing is an inbound marketing strategy that involves creating free useful tools for your target audience. These tools are complimentary to your product or service meant to draw in potential customers. It helps you raise brand awareness with potential customers, generate leads, improve SEO and build customer love.

Research Software 81

Research Software Engineering User Testing Marketing 81