Usersnap

SEPTEMBER 21, 2021

A customer satisfaction survey is a lynchpin to developing a loyal, returning, and referring customer base. This article details everything you need to know about the ins and outs of successful customer satisfaction surveys. Conduct More Customer Satisfaction Surveys What Are Customer Experience Surveys?

Customer Satisfaction 94

Customer Satisfaction User Testing Feedback Software Product Research 94

Product Management University

JANUARY 19, 2023

In this post, we’ll take a deeper look at strategic portfolio management in the B2B space and explain some common pitfalls product managers face when their collective focus is anywhere but on the priorities of their target customers. Is it time to rethink your approach to product management strategy?

B2B 130

B2B Strategy Product Strategy Customer Experience 130

The Product Guy

JUNE 18, 2020

Customer Satisfaction. Do customers feel like they are being heard? We should all aim to make decisions that make sense for the customer, business and goals. Marvin Mathew is a New York based Product Manager with experiences across B2B & B2C–FinTech, SaaS and HealthTech. Is their feedback going to waste?

Product Research 412

Product Research Feedback Loop Feedback Software User Testing 412

Intercom, Inc.

APRIL 7, 2020

With customer care more important than ever, how are support teams adapting to this new uncertain reality? ” To find out, we surveyed 400 support managers, directors, and executives across both B2B and B2C and affected industries like media, healthcare, and technology. For B2C teams, customer satisfaction is taking a hit.

Customer Experience 217

Customer Experience Reporting Tools Research Software Data Visualization 217

The Product Coalition

JANUARY 27, 2024

There’s a clear distinction between technical and business-oriented roles, as well as between those focused on B2C and B2B markets. Customer Success and Support Metrics: Evaluating the resources needed for customer support and success, as these can influence customer satisfaction and retention, thereby impacting CLV.

Feedback Software 145

Feedback Software Analytic Tools Onboarding KPIs B2B 145

Userpilot

OCTOBER 15, 2022

Want to improve your SaaS retention rates and looking for B2B customer experience best practices to get started with? In this article, we’ll cover: The essential components of the B2B customer experience. Why customer experience is an essential ingredient for retention and revenue. Look no further!

Customer Experience 98

Customer Experience B2B User Testing Customer Feedback 98

Userpilot

DECEMBER 19, 2022

However, getting the attention of your target customers with B2B marketing strategies is a lot harder. This article will teach you the difference between B2C and B2B marketing, go over a few B2B examples, and walk through 15 proven strategies that can take your product marketing to the next level! What is B2B marketing?

B2B 105

B2B User Testing Research Software Analytic Tools 105

Userpilot

SEPTEMBER 7, 2023

Interested in building a B2B customer journey map? At the very least, a journey map will help you easily analyze and make data-driven decisions to improve the user experience. It also helps align your teams by ensuring everyone is on the same page regarding customer interactions.

Analytic Tools 105

Analytic Tools Feedback Software Research Software User Testing 105

Userpilot

DECEMBER 11, 2022

Is your B2B Product Marketing strategy working for you? Brand positioning, demonstrating your value proposition to other businesses, and making channel decisions; B2B product marketing can become a complex process. A B2B marketing strategy is any marketing activity aimed at turning other companies into customers.

B2B 98

B2B Feedback Software Product Marketing Customer Experience 98

Intercom, Inc.

AUGUST 26, 2020

To find out how support leaders are navigating the current landscape, we surveyed a random sample of 593 support managers across both B2B and B2C and industries like education, retail, healthcare, and tech. Today the leading metric for support teams is customer satisfaction. So, what’s standing in their way?

Customer Experience 233

Customer Experience User Testing Research Software Reporting Tools 233

Userpilot

APRIL 7, 2023

What are the different types of B2B customer insights for SaaS businesses? However, customer insights can help your teams understand all aspects of your B2B partners. However, customer insights can help your teams understand all aspects of your B2B partners. What are B2B customer insights?

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Research Software 98

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. With automation, companies are 4x more likely to see improvements in customer satisfaction.

User Testing 223

User Testing Customer Experience Research Software Product Research 223

Intercom, Inc.

MARCH 21, 2018

They do this in two important ways: Justification: In B2B SaaS, you’re stressing “bottom line” results that can be achieved by applying your product’s features to solve a particular problem. Take our conversation ratings feature, which is our way for businesses to measure and understand customer satisfaction.

Marketing 223

Marketing Customer Satisfaction Differentiation Banking 223

Userpilot

NOVEMBER 16, 2022

B2B marketing automation helps businesses grow faster, while not breaking the bank. How do you effectively implement B2B marketing automation into your existing product marketing activities? In this article, we’ll cover: What B2B marketing automation is and how it benefits marketing and sales teams.

Feedback Software 98

Feedback Software Analytic Tools B2B Embedded Analytics 98

Userpilot

NOVEMBER 13, 2023

TL;DR Customer enablement includes all the steps you take to provide customers with a positive experience so they can derive maximum value from your product or service. Customer enablement and sales enablement aren’t the same. We discuss three of these to help inspire your customer success enablement plans.

Feedback Software 105

Feedback Software Data Visualization Analytic Tools User Testing 105

Userpilot

JANUARY 17, 2023

But investing in frictionless customer experiences will always exceed customer expectations and keep them. Improve customer satisfaction : A poor customer experience can lead to churn if left unattained. Proactively prevent that by removing all roadblocks in the user journey. Customer Effort Score (CES).

Customer Experience 98

Customer Experience Analytic Tools Feedback Software Data Visualization 98

Melissa Perri

APRIL 20, 2017

I once joined a B2B company as a Product Manager in the the middle of the year, so their entire product roadmap was set and in motion. In traditional B2B companies, sales was the driving force behind strong businesses. What does an effective sales team look like at a product-led organization? “Sales already promised it.”

Feedback Software 204

Feedback Software User Testing Customer Experience Weak Development Team 204

TSIA

JANUARY 4, 2018

They must strike the right balance between avoiding “survey fatigue” and not asking too much of their customers, while at the same time gathering the most detailed information that can be used to improve processes and the customer experience.

Customer Satisfaction 40

Customer Satisfaction B2C B2B Customer Experience 40

Userpilot

JULY 18, 2024

NPS is important because it correlates with customer satisfaction , positive word-of-mouth , and loyalty, essential for product growth. According to our benchmark report that pulled data from 229 B2B SaaS companies, the average NPS is 35.7, while the median NPS is 39. You can download our product metrics benchmarks here.

Data Visualization 105

Data Visualization Reporting Tools Feedback Software Analytic Tools 105

Product Innovation Educators

FEBRUARY 20, 2023

Segment the market by: Demographics (or firmographics for B2B). Attitudes: What do customers believe? The x-axis is how fully the products meets the need (from 0% to 100%), and the y-axis is how much customer satisfaction or dissatisfaction results. Segment the market by: * Demographics (or firmographics for B2B).

User Testing 273

User Testing Product Management Product Manager Data Visualization 273

Userpilot

FEBRUARY 25, 2024

Looking for an effective customer satisfaction tool and wondering if GainsightPX is the best option for your SaaS company? In this article, we’ll delve into precisely that – helping you determine whether GainsightPX is the ideal choice for your customer satisfaction needs. Let’s get started!

Data Visualization 52

Data Visualization Customer Satisfaction Embedded Analytics Analytic Tools 52

Intercom, Inc.

NOVEMBER 11, 2020

Our new report reveals that many companies – across both B2B and B2C – are turning to conversational support to manage high conversation volumes more efficiently and exceed customer expectations. So how exactly are forward-thinking support teams rising to the challenge and thriving in this new era?

Data Visualization 145

Data Visualization Reporting Tools B2C Customer Experience 145

Mixpanel

FEBRUARY 10, 2021

” Free-to-paid conversions: The number of free customers that become paid customers after a defined time period. Satisfaction metrics. Satisfied customers are most likely to spread the word about your product. Customer satisfaction impacts not only your other key metrics but also your company’s brand.

Data Visualization 145

Data Visualization Systems Review Customer Experience Reporting Tools 145

Product Management Lessons from the Trenches

SEPTEMBER 19, 2018

Reaching enterprise B2B users may require you to expose a message in your app/on your site. These interactions almost always increase the users’ satisfaction with the product/company, but make sure to connect with your account/sales team so no one gets surprised.

User Testing 170

User Testing Customer Experience Customer Feedback Feedback Software 170

Product Management University

AUGUST 6, 2020

For B2B companies, these are vertical market segments in most cases – retail, telecom, healthcare, non-profit, etc., R&D initiatives typically falls into three categories; market growth, customer satisfaction and competitive. How To Quantify Your Market Focus in 5 Steps. List Your Target Markets.

Marketing 147

Marketing Healthcare Customer Satisfaction B2B 147

Mironov Consulting

MAY 2, 2019

Let’s identify a few underlying assumptions about how industrial hardware is designed/built/sold, then map those to B2B software products. We inevitably discover that the software team needs to grow , but our ROI arguments are very weak. ( “This UX redesign will boost customer satisfaction.

Reporting Tools 91

Reporting Tools Analytic Tools Research Software Data Visualization 91

The Product HQ

JUNE 10, 2024

Are you looking to break into an exciting career in B2B product management? Then ensure you have the right skills before commencing a B2B product manager job. B2B Product management guides the activities of the entire product life cycle from product indentation to its final launch.

B2B 52

B2B Product Research User Testing Data Visualization 52

The Product Coalition

APRIL 25, 2018

3 years ago I decided it’s time for me to leave my product role in a large B2B software company and start my own B2C startup called Missbeez. I would like to share with you some of the insights of my journey so far and the key differences between leading a B2B product and a B2C one. User = Buyer Sounds obvious right?

B2C 60

B2C B2B Feedback Software User Testing 60

B2B Product Management

SEPTEMBER 29, 2023

Getting confused between what to do as a B2B Product vs B2C Product manager role? It is important to understand what B2B and B2C products are. B2B products are products or services that are sold to other businesses, rather than to consumers. Here is a brief overview of the key differences between B2B and B2C products.

B2C 52

B2C B2B Reporting Tools User Testing 52

Userpilot

DECEMBER 31, 2024

Analytics reports like paths, funnels, and cohort tables for visualizing user behavior data. Session replays to see how users navigate your product. 15+ survey templates (NPS, CES, user satisfaction surveys, etc.) for collecting user sentiment data. NPS response tagging for analyzing qualitative feedback.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

The Product HQ

APRIL 20, 2024

Looking to become a B2B Product Manager? This career guide offers a detailed overview of the best B2B product management training options. There is no shortcut to becoming a B2B product manager. Business-to-business (B2B) or business-to-consumer (B2C) product managers (PMs) have mastered various hard skills.

B2B 52

B2B User Testing Research Software Analytic Tools 52

Intercom, Inc.

JULY 26, 2022

In other words, customer success breeds loyalty. The term “client success” is virtually interchangeable with “customer success,” but is more often used by companies that sell a B2B product. In the B2B world, customers are referred to as clients, since the buyer-seller relationship is usually more intricate than in the B2C world.

User Friction 129

User Friction Customer Experience Data Visualization B2C 129

Userpilot

SEPTEMBER 12, 2024

Dealfront is a platform designed to enhance sales and marketing efforts by providing teams with reliable and compliant B2B data. TL;DR Challenge : Dealfront is a B2B platform offering a database of company details, helping sales and marketing teams identify and target prospects. How successful was it? Here’s what he had to say!

Data Visualization 105

Data Visualization Product Research Embedded Analytics Feedback Software 105

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

Feedback Software 12

Feedback Software Data Visualization Onboarding KPIs B2B 12

Product Management University

AUGUST 6, 2020

For B2B companies, these are vertical market segments in most cases – retail, telecom, healthcare, non-profit, etc., R&D initiatives typically falls into three categories; market growth, customer satisfaction and competitive. How To Quantify Your Market Focus in 5 Steps. List Your Target Markets.

Marketing 130

Marketing Healthcare Customer Satisfaction B2B 130

The Product Coalition

MARCH 29, 2018

Is your B2B product easy to sell and easy to renew? But if you’re working on a B2B product with a sales force, odds are you know what I mean. This is my attempt to fill that information void for product teams working on B2B products and the B2B sales leaders that want to love them. Need pricing plan inspiration?

Development Team Review 113

Development Team Review Weak Development Team Feedback Software Product Research 113

Userpilot

JULY 13, 2023

Customer lifetime value (CLV) determines the total revenue a customer generates throughout the relationship. Customer satisfaction measures how well a company’s products or services meet customer expectations with metrics such as Net Promoter Score (NPS) , Customer Satisfaction Score (CSAT) , and Customer Effort Score (CES).

Onboarding KPIs 98

Onboarding KPIs Feedback Software Customer Experience Customer Feedback 98