Lenny Rachitsky

JANUARY 16, 2024

ARR = New ARR + Expansion ARR + Reactivation ARR – Churned ARR – Contraction ARR New ARR = Leads * qualified leads rate * meeting booked rate * win rate * ACV Leads = Direct + indirect Direct = Outbound + inbound Outbound Cold emails Cold calls Cold DMs Events Inbound Paid ads SEO Referrals (e.g.

User Testing 122

User Testing B2C Outbound Feedback Software 122

Intercom, Inc.

JULY 26, 2022

Dialogue management applies a different component of NLP technology, natural language generation (NLG), to compile a rapid, lucid response to the query. These bots can communicate in outbound efforts, or they can reply to inbound conversations.

Artificial Inteligence 118

Artificial Inteligence Customer Experience Outbound Inbound 118

Intercom, Inc.

NOVEMBER 14, 2018

KPIs help sales reps, managers and leaders track progress to targets, identify high-level trends and themes, and manage individual and team performance. Both are important if you want to manage your sales reps to top performance and ensure your team is on track to hit company goals. Lead generation KPIs (Top of funnel).

Data Visualization 188

Data Visualization Outbound Inbound KPI 188

Intercom, Inc.

NOVEMBER 17, 2021

Customize your outbound emails with email editor improvements. Improvements to the email editor mean you get more control over the outbound emails you send. From the teammates settings page, managers can see a holistic view of teammates’ current Away statuses. Descriptive away statuses. Customizable notification sounds.

Customer Feedback 222

Customer Feedback Data Visualization Customer Experience User Testing 222

Intercom, Inc.

MAY 13, 2022

Call centers have historically been a popular way to offer that support by employing customer service representatives to assist both inbound and outbound queries from existing and potential customers over the phone. Customer relationship management dashboards that provide reporting functions. How do call centers work?

Reporting Tools 118

Reporting Tools Outbound Inbound Customer Satisfaction 118

Alchemer Mobile

MAY 14, 2020

Average inbound and outbound message volume. The bottom line is that product managers and mobile marketers in the Media category must have a baseline understanding of how their current performance stacks up with the marketplace – now, more than ever. Average app rating for Media apps. Average app review volume.

Research Software 208

Research Software Feedback Software User Testing Customer Feedback 208

Alchemer Mobile

JUNE 30, 2020

Average inbound and outbound message volume. Product managers and mobile marketers in the lifestyle category must have a baseline understanding of how their current performance stacks up with the marketplace – now, more than ever. Average app rating for lifestyle apps. Average app review volume. In-app survey response rates.

Feedback Software 165

Feedback Software User Testing Customer Feedback Customer Experience 165

Intercom, Inc.

MARCH 16, 2021

With the right strategy and proactive support tools – think Outbound Messages , Product Tours , Mobile Carousels , and Banners – you can alert customers to known issues, like delivery delays, bugs in your product, and website downtime. Instead of deflecting conversations, your team can prevent common issues from occurring in the first place.

Data Visualization 201

Data Visualization Onboarding KPIs User Friction Product Research 201

Intercom, Inc.

JUNE 23, 2020

And because these modern tools are easier and more enjoyable to use, and agents aren’t answering repetitive questions, Support Managers are seeing happier, more productive support agents, who are staying in their roles much longer. It has the most comprehensive range of outbound proactive message types. What you need to do now.

Customer Communications 245

Customer Communications Customer Experience User Testing Inbound 245

Ask Benny

JANUARY 25, 2020

, Why product managers should be an all-in-one deal and should be involved in everything (sales, marketing, support, etc). Should you split between inbound and outbound product managers? Or should a product manager be “full spectrum”? Inbound vs Outbound (PM vs PO). Product Management in the Center.

Outbound 78

Outbound Inbound Engineering Reference 78

The Product Coalition

MAY 9, 2023

With outbound enterprise sales, you need to reach out to many people to get some calls. PLG customers are the best Since we did do PLG and outbound sales in parallel for a while, we do still have some sales-won customers. I would definitely not recommend doing PLG without a strong product manager and UX designer.

User Testing 148

User Testing Feedback Software Analytic Tools Outbound 148

Ask Benny

JANUARY 25, 2020

Why product managers should be an all-in-one deal and should be involved in everything (sales, marketing, support, etc). Should you split between inbound and outbound product managers? Or should a product manager be “full spectrum”? Inbound vs Outbound (PM vs PO). Product Management in the Center.

Outbound 78

Outbound Inbound Engineering Reference 78

Ask Benny

JANUARY 25, 2020

Why product managers should be an all-in-one deal and should be involved in everything (sales, marketing, support, etc). Should you split between inbound and outbound product managers? Or should a product manager be “full spectrum”? Whoever promised you easy life when you jumped into product management?

Outbound 78

Outbound Inbound Engineering Reference 78

Intercom, Inc.

AUGUST 25, 2021

Start outbound conversations from the Inbox. While much of a support team’s time is spent responding to inbound conversations in the Inbox, sometimes they need to initiate outbound conversations with customers or external partners as well. Improved mobile features. New features for better customer engagement.

Data Visualization 129

Data Visualization Reporting Tools Feedback Software Customer Experience 129

ProductPlan

MARCH 17, 2020

A strategic product manager (PM) is responsible for shaping and sharing a strategic vision for a product, and yet—oddly enough—finding time for strategic activities can be a very real challenge. So, how does a product manager take ownership of more than just backlog management? Product Vision. Cultivate a Sense of Ownership.

Outbound 80

Outbound Product Management Product Manager Inbound 80

Userpilot

MAY 3, 2022

Enterprise SaaS marketing is the process of acquiring enterprise-level customers through various methods often centering around outbound marketing, account-based marketing (ABM), and paid advertising among other channels. When your marketing strategy focuses on outbound, it’s not so clear. What is enterprise SaaS marketing?

Enterprise 98

Enterprise Strategy Marketing Outbound 98

Intercom, Inc.

NOVEMBER 30, 2021

To achieve this seemingly elusive balance, it connects these three support layers and core capabilities: Proactive support that helps you get ahead of known problems before they reach your team using outbound messages , product tours , and mobile carousels. Issue tracking and management: Jira. Business intelligence: Prodsight.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Ask Benny

JULY 31, 2019

Why product managers should be an all-in-one deal and should be involved in everything (sales, marketing, support, etc). Should you split between inbound and outbound product managers? Or should a product manager be “full spectrum”? Inbound vs Outbound (PM vs PO). Product Management in the Center.

Outbound 78

Outbound Inbound Engineering Reference 78

Intercom, Inc.

JANUARY 17, 2023

Examples include: Offering defaults and templates when creating outbound messages . Choose from a range of templates, or create your own outbound message from scratch. It specifies the different types of data that Intercom can store and manage, as well as the relationships between that data. . Tickets report ) .

Reporting Tools 118

Reporting Tools Feedback Software Data Visualization Outbound 118

Alchemer Mobile

JUNE 16, 2020

If you’re a product manager or mobile marketer for a travel brand, put yourself in your customer’s shoes. Average inbound and outbound message volume. Usually, this is the easiest place for customers to quickly make changes to flight reservations and travel plans. Average app rating for travel apps. Average app review volume.

Travel 147

Travel Feedback Software User Testing Customer Feedback 147

Userpilot

OCTOBER 25, 2022

If you’re wondering what strategic product management is, you’ve come to the right place! 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! Are you ready to dig in?

Product Research 98

Product Research User Testing Customer Feedback Research Software 98

Intercom, Inc.

MAY 25, 2022

Search underpins a whole host of core Intercom features – Inbox Views , API , Articles , the user list, Outbound , Reporting , Resolution Bot , and our internal logging systems. . DynamoDB : We use DynamoDB sparingly for very high read and write use cases. Search is an indispensable part of Intercom.

Reporting Tools 252

Reporting Tools Customer Experience Data Visualization Software Review 252

Intercom, Inc.

MARCH 10, 2022

Address things like “rage clicking” directly with real-time, outbound messages to your customers to help them preemptively resolve issues. Features like outbound messages or banners are not just great for support, but marketing and sales teams can also reap the rewards of a proactive approach. Sense their frustration?

Customer Experience 209

Customer Experience Technical Review User Friction Data Visualization 209

Alchemer Mobile

MAY 27, 2020

Average inbound and outbound message volume. The bottom line is that product managers and mobile marketers in the retail category must have a baseline understanding of how their current performance stacks up with the marketplace – now, more than ever. Average app rating for Media apps. Average app review volume.

Feedback Software 147

Feedback Software User Testing Customer Feedback Customer Experience 147

Intercom, Inc.

MARCH 7, 2022

Updated outbound messaging CSV reports for streamlined messaging data. Our updated outbound messaging CSV reports make it easier for you to uncover valuable insights into how your messages are performing. Communicating expected reply times properly helps manage customer expectations and short response times should be proudly displayed.

Data Visualization 104

Data Visualization Reporting Tools Customer Experience Onboarding KPIs 104

Intercom, Inc.

SEPTEMBER 8, 2021

By using technology to detect signals in their product and monitor trends in inbound conversations from customers, workforce management platform Tanda is leveraging proactive support to stay ahead of the curve and offer help to customers before they reach out to the support team. Outbound Messages. Stepping in at the right time.

Reporting Tools 237

Reporting Tools Inbound Data Visualization Customer Experience 237

Intercom, Inc.

JUNE 13, 2022

Not only that, we also added some exciting new features that will help you enrich push notifications, manage your team permissions, perfect your Product Tours, and more. A picture is worth a thousand words and now you can add images to your outbound mobile push messages to increase open rates. Easily manage your permissions.

Data Visualization 197

Data Visualization Product Research Reporting Tools Feedback Software 197

Product Innovation Educators

MAY 10, 2021

How product managers can excel in both supportive and challenging organizational environments. In this discussion we share ideas and experiences for getting more benefits from product management and how you can help with that, regardless of whether your organization supports product management or not.

Outbound 75

Outbound Product Management Product Manager Finance 75

Gainsight

MARCH 7, 2022

We have the Outbound Product Management role, which creates this type of bridge,” said Cesar Castro, a Senior Director of Outbound Product Management. “We My customer success team reports within the product management team,” said Carrie Harris, a Manager for Customer Success. “It’s

Customer Feedback 103

Customer Feedback User Testing Customer Experience Onboarding KPIs 103

Ask Benny

JULY 31, 2019

Why product managers should be an all-in-one deal and should be involved in everything (sales, marketing, support, etc). Should you split between inbound and outbound product managers? Or should a product manager be “full spectrum”? Whoever promised you easy life when you jumped into product management?

Outbound 60

Outbound Inbound Engineering Reference 60

Intercom, Inc.

OCTOBER 22, 2019

If you are new to sales management, it can be hard to know what concrete steps you can take to improve your skills, be recognized, and eventually, rise to a senior leadership role. When you’re a rep, you could be thinking about outbounding to prospects, building pipeline, or moving forward the opportunities already in play.

Weak Development Team 123

Weak Development Team Inbound Outbound Framework 123

Product Innovation Educators

MAY 10, 2021

How product managers can excel in both supportive and challenging organizational environments. In this discussion we share ideas and experiences for getting more benefits from product management and how you can help with that, regardless of whether your organization supports product management or not.

Outbound 62

Outbound Product Management Product Manager Finance 62

The Product Coalition

OCTOBER 6, 2023

This means that millions of people are either emotionally unaware or incapable of managing their emotions. There are also mood monitoring apps, such as Woebot, that assist individuals in managing their mental health through short daily chat conversations, mood tracking, games, curated videos, etc.

Research Software 147

Research Software Reporting Tools Data Visualization Automotive 147

B2B Product Management

DECEMBER 6, 2016

Currently in engineering or related area) thinking of moving to Product Management. Not all Product Managers need to be business savvy. There is opportunity to be fully technical in a Product Management role. Finance), you can also contribute to high-tech Product Management, although the focus will be much different.

Analytic Tools 45

Analytic Tools Outbound Inbound Research Software 45

Revulytics

FEBRUARY 12, 2019

As you pause for a moment to take a sip from your “I’m a Product Manager, What’s Your Super Power?” coffee mug, consider a challenge that may require some super- human type thinking: are you a technical or a strategic product manager? But can you be just a technical product manager or just a strategic one?

Data Visualization 66

Data Visualization Product Management Product Manager Outbound 66

Intercom, Inc.

SEPTEMBER 4, 2019

Every manager should know how to effectively coach their reps. It’s collaborative and hands-on, requiring a manager to dig in and work closely with their reps one-on-one. 5 data-driven sales coaching tips for managers and leaders. Teach your reps to manage up. One of the first things I teach new reps is how to manage up.

Weak Development Team 175

Weak Development Team Data Visualization Outbound Sales Training 175

Intercom, Inc.

MAY 4, 2021

Intercom has enabled the Rugs.com support team to efficiently manage the sharp increase in conversation volume they’ve experienced as a result of the pandemic in the past year. The Rugs.com team uses Outbound Messages and Banners in Intercom to proactively communicate with and support their customers. Getting ahead of known issues.

Customer Communications 118

Customer Communications Inbound Outbound Customer Experience 118