The Product Guy

FEBRUARY 3, 2019

I prided myself on knowing my customers. When I built a new feature, I knew exactly who would benefit from it and knew who to call for feedback. In my new PM role at a large B2C, I felt lost. I had many, many more customers (millions more), but no way of segmenting these customers into personas or roles like at my previous job.

User Testing 311

User Testing Product Manager Customer Feedback Product Management 311

Mind the Product

JUNE 28, 2018

Is there a difference between developing an enterprise and a consumer product? In both cases your software product is used by humans, but an enterprise is a legal entity, while a consumer is a person. Here, there is tremendous space for variation in user context and user needs. Buyer vs User.

B2C 161

B2C B2B User Testing Feedback Software 161

Product Talk

AUGUST 21, 2024

Whenever I introduce the topic of customer interviews (the foundational element of continuous discovery ), I get a lot of questions about who counts as a customer. Tweet This Ask Teresa: Who counts as a customer? Customers can vary depending on your company and product. Tweet This Let’s look at a few common scenarios.

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User Friction Customer Experience User Testing Product Research 275

Product Talk

FEBRUARY 2, 2022

Engineers will hear different insights during your customer interviews. During Ellen’s eight years at Orion Labs, she’s seen a lot of change, both in terms of the company’s evolution from B2C to B2B as well as in her own understanding and adoption of continuous discovery practices. And this is a good thing. Tweet This. Tweet This.

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Product Research User Testing Engineering Testing 282

Mind the Product

FEBRUARY 27, 2018

You have to invest skillfully to test these assumptions. The smarter your investment in testing, the better your chances of product success. Here’s what we’ve learned based on our experience of adopting a testing mindset and seeing your way through innovative product development. Product/Market fit Cannot be Planned.

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User Testing Product Research Product Marketing Testing 148

Product Talk

DECEMBER 7, 2022

Customer interviewing is one of the most valuable activities a product team can do. It’s simply the easiest, most sustainable way of learning about your customers and what they need. Customer interviewing is one of the most valuable activities a product team can do. What doesn’t count as a customer interview? Tweet This.

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User Testing Reporting Tools Customer Experience User Friction 245

The Product Coalition

FEBRUARY 3, 2022

A key ingredient to build a better product is customer feedback. There are various ways to collect customer feedback that include customer surveys through sales executives, feedback forms, focused interviews, etc. The same approach with a few alterations can be replicated for B2C SaaS products as well.

Data Visualization 173

Data Visualization Customer Feedback User Testing Analytic Tools 173

Product Management University

MAY 24, 2021

It’s what your team can do for the customer. But if customer value is always the end game, make quantifiable customer outcomes the driving force in your product management maturity model and the path becomes shorter, faster and easier to measure. The Product Management Maturity Model: 3 Tiers of Customer Value.

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User Testing Customer Experience Product Manager Product Management 246

Alchemer Mobile

DECEMBER 9, 2021

“Customer experience” is a ubiquitous phrase. But in a world filled with jargon and buzzwords, let’s get down to what really matters: Understanding how customer experience impacts the bottom line. Customer acquisition. Customer acquisition. Customer experience is all about relationship building. Communication.

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Customer Experience Customer Feedback User Testing B2C 264

Intercom, Inc.

OCTOBER 29, 2019

At some inflection point of growth, it becomes impossible to intuitively know your customers, let alone decide which ones to focus on. We could no longer assume all our customers had uniform needs and could be reached the same way. What is customer segmentation? This final assumption in particular was no longer true or useful.

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User Testing Data Visualization Customer Experience Customer Feedback 184

The Product Guy

JULY 18, 2019

The Scrum Masters on my scrum team performed the tasks that I was most familiar with at the beginning of my career and Owners are the voice of the customer and business within those same scrum teams. This is where the difference between Product Ownership and Product Management became overly apparent to me.

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Weak Development Team B2C Customer Experience Advertising 344

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.

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Customer Experience Reporting Tools Research Software Data Visualization 217

Userpilot

APRIL 24, 2024

Usability testing is an invaluable resource for UX researchers…but only if you’re able to recruit participants in the first place. This is a problem that our own UX researcher at Userpilot, Lisa, faced when she tried recruiting participants the traditional way. Recruiting usability test participants via email.

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User Testing Product Research Research Software Data Visualization 104

Product Talk

MAY 15, 2024

It’s no longer about making decisions purely based on your intuitions or stakeholder requests, but finding ways to integrate touch points with customers into your work every week—if not every day. While Orion had started with a B2C focus, they got a lot of inbound interest in the B2B space. Tweet This This can sound overwhelming.

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Product Research Feedback Software Analytic Tools User Testing 308

The Product Coalition

JANUARY 17, 2022

It’s easy to answer whether you have a product/market fit: can the revenue your customers pay for your product sustain (or even grow) your business? But how can you know whether your market-fit is strong enough, or if you’re focusing on the right audience? Product Can you tell if your product is on the right track?

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User Testing Product Marketing Marketing Software Review 135

The Product Guy

AUGUST 13, 2020

When I first researched about product management, I asked seasoned product managers how they started and they gave me very different kinds of answers. Product management could start with market research and product development and end with operation. B2B type of business will focus on different KPIs than B2C type of business.

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Product Manager Product Management Research Software Feedback Software 407

Intercom, Inc.

NOVEMBER 18, 2019

Chatbots are on the verge of living up to their hype, with new research commissioned by Intercom indicating where they can have the most impact. We fundamentally believe chatbots have the potential to transform businesses in two ways: by delivering radical efficiencies, and by helping businesses meet ever-increasing consumer demands.

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User Testing Product Research Banking B2C 42

Intercom, Inc.

FEBRUARY 6, 2020

The shift from serving just consumers to serving consumers and companies is a massive one. “The shift from serving just consumers to serving consumers and companies is a massive one” For Udemy, investing in a B2B arm seemed too obvious, and too good, an opportunity to ignore.

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Feedback Software Analytic Tools Research Software Data Visualization 243

The Product Coalition

NOVEMBER 14, 2023

Customizing my recruiting process Before we get into my portfolio criteria, here’s some brief context on our company and what’s important to us so you can see how you might customize your own hiring criteria. Our product is also consumer-facing (donors and recipients). Beautiful and intuitive visual and UX design.

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User Testing Startups B2C Product Research 140

Intercom, Inc.

AUGUST 13, 2019

Automated customer service isn’t a new concept. But much has changed, both in usability and customer perception. Voice recognition technology has improved, AI solutions can interpret customer feedback, and chatbots have started to answer the questions they receive, not just pass them off to a human.

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Data Visualization Customer Experience User Testing Customer Feedback 279

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. Companies that automate customer support are nearly 4x more likely to see CSAT improvements. . Understanding the automation opportunity.

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User Testing Customer Experience Research Software Product Research 223

Alchemer Mobile

MARCH 18, 2021

The report is meant to serve as a yardstick for companies seeking to understand how their customer feedback and engagement metrics stack up against the market, and includes mobile benchmarks across 10 main categories and 20 subcategories. 63% of consumers who were proactively engaged in Q1 were still seen later in the year (Q3-Q4).

User Testing 173

User Testing Webinar Data Visualization Feedback Software 173

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. New research from Intercom reveals how support leaders are striking a balance. Below we dive into each of the five key trends from our research.

Customer Experience 233

Customer Experience User Testing Research Software Reporting Tools 233

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. Strategy first, technology second. Stage 2: Engage.

Analytic Tools 223

Analytic Tools Research Software Feedback Software Reporting Tools 223

Userpilot

MARCH 24, 2025

Salesforce Field Service is a market leader with customers including many Fortune 500 companies. It represents a broad set of industries, including manufacturing, utilities, communications, consumer goods, and healthcare. Their customers rely on their offline-first mobile app to guide them through complex fieldwork.

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Analytic Tools Research Software Feedback Software User Testing 52

Userpilot

MARCH 30, 2025

But is your mobile user acquisition strategy strong enough? If you expect users to come naturally just because your product is good, youre already at a disadvantage. Not only are there over 2 million apps in the Google Play Store , but also about 13% of business apps succeed (even less for consumer apps).

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Research Software User Testing Customer Experience Customer Feedback 66

The Product Coalition

JULY 31, 2022

If you are on the journey toward product-market fit, you know it’s not easy. Every new product has its own fit to find. One of the hardest challenges of any product and any startup is of course reaching product-market fit. The good news is that product-market fit, like people, and cars, have their own “operating system”.

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User Testing Product Marketing Marketing Customer Experience 141

Intercom, Inc.

MARCH 28, 2022

Second, expectations are rising for consumer-grade experiences. Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal. Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward.

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Reporting Tools Customer Communications Data Visualization Research Software 228

Product Talk

OCTOBER 11, 2023

Assumption testing is at the heart of what good continuous discovery teams do week over week. But before we can test our assumptions, we have to identify them. The challenge is that we need to be able to see our assumptions before we can test them. It’s how we evaluate which ideas will work and which won’t.

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Feedback Software User Testing Technical Review Product Research 310

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. Typically, B2B issues can be more complex, require the collaboration of a lot more departments within the company, and are often in direct dialogue with the consumer, rather than a buying team or committee.

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B2C B2B Reporting Tools Feedback Software 118

Userpilot

SEPTEMBER 15, 2023

What is concept testing and how can it help accelerate your product-led growth ? In this article, we’ll go over some concept testing examples from some of the best B2B and B2C brands to help you get started with your strategy. Validate new features by asking users if they helped to achieve their goals.

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User Testing Feedback Software Product Research Analytic Tools 105

The Product Guy

JULY 12, 2018

A product manager needs to talk to their customers, period. This doesn’t mean sending out surveys to users, getting secondhand feedback from your sales or client services teams, or even listening to recordings. There is no quicker way to understand the user and begin empathizing with them. Why is that?

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Customer Feedback User Testing Product Manager Product Management 258

Intercom, Inc.

DECEMBER 11, 2018

For online businesses, customer experience is king. It can be pretty simple if you listen to what your customers want, which usually boils down to a personalized, quick and low friction experience. Channels like live chat and self-service are highly preferred when it comes to customers getting answers to their questions.

B2C 126

B2C Customer Experience User Testing Product Research 126

Product Innovation Educators

JANUARY 17, 2022

We’re digitizing and simplifying insurance, making it more transparent, easier, and faster for customers. We sell B2C and currently offer the app for a range of property and casualty (P&C) insurance. [7:33] We collect behavior data and customer feedback to improve the user experience.

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Feedback Software Data Visualization Customer Feedback Customer Experience 260

The Product Coalition

JUNE 26, 2022

Lessons and Insights from ‘The Mom Test: How to Talk to Customers’ by Rob Fitzpatrick “The Mom Test: How to Talk to Customers…” is a practical how-to guide that allows you to properly evaluate your current or next business idea. The Core Idea of The Mom Test You shouldn’t ask people whether your business idea is good.

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User Testing Customer Feedback Customer Experience Product Research 136

UX Planet

MARCH 6, 2025

No matter whether youre designing B2C or B2B products, management will likely have one of the following priorities: Increase revenue, Decrease costs, Increase new business (i.e., For example, when we discuss how hard its for users to learn how to use the product, we use the special term learning curve. Business strategic priorities.

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User Testing Customer Feedback Customer Experience Management 100

The Product Coalition

OCTOBER 26, 2021

only works with integrations with Point-of-Sales (POS) partners, and therefore to significantly grow the user base, we need to be continuously pushed by the POS sales team. Either focus on delivering more value for the customers, or improving our distribution channels. Our North Star metric or main goal was to grow the user base.

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Research Software User Testing Feedback Software B2C 172