Intercom, Inc.

MARCH 18, 2021

In previous episodes, we’ve talked about how customer feedback and cross-team collaboration play a crucial role in the features and updates we build here at Intercom. Or rather, two – conversation topics and custom reports. Orinna Weaver – Senior Product Marketing Manager. Rati Zvirawa – Product Manager.

Data Visualization 211

Data Visualization Reporting Tools User Testing Customer Feedback 211

Product Talk

DECEMBER 6, 2023

Why does the outcome focus on business value and not customer value? Why can’t you just generate opportunities from what you know about your customers? How do you represent customer segments on an opportunity solution tree? Can you create one opportunity solution tree for the entire company? How do you find opportunities?

Data Visualization 312

Data Visualization Product Research Analytic Tools Research Software 312

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. Good product discovery includes the customer throughout that process. Tweet This.

Product Research 324

Product Research Research Software User Testing User Friction 324

Intercom, Inc.

JULY 25, 2022

Creating quality customer experiences has always been important for retaining customers. Now, during this time of economic uncertainty and against a competitive landscape, effective customer engagement is business critical. Discover the top trends transforming customer engagement. But they’re facing big barriers.

Data Visualization 209

Data Visualization Reporting Tools Analytic Tools Technical Review 209

Intercom, Inc.

APRIL 26, 2022

Yes, product and pricing are still important ingredients – but, a great customer experience is the secret sauce (chef’s kiss). Here are 5 ways e-commerce companies can improve their customer experience: Act on customer feedback. Maintain an omnichannel customer experience. Act on customer feedback.

Customer Experience 219

Customer Experience User Testing Customer Feedback Feedback Software 219

Intercom, Inc.

APRIL 29, 2020

As marketers, our job is to understand our customers – their hopes, their wants, their needs – and then communicate the value of our product in the context of their lives. At SaaStr Summit , I spoke about how businesses can adapt during these uncertain times by focusing on customer impact. Embracing a philosophy of change.

Customer Experience 228

Customer Experience User Friction Customer Feedback Data Visualization 228

Userpilot

SEPTEMBER 9, 2024

Looking for real-life customer-led marketing examples that worked to get inspiration for your own campaigns? For each example, we’ll explore why it works and lessons that can help improve your marketing strategy. For each example, we’ll explore why it works and lessons that can help improve your marketing strategy.

Customer Feedback 111

Customer Feedback Customer Experience Data Visualization Analytic Tools 111

Alchemer Mobile

AUGUST 19, 2024

“We’re not competitor-obsessed, we’re customer-obsessed. We start with what the customer needs and we work backwards.” – Jeff Bezos, founder of Amazon. For product managers, the path to success—both on an individual level and for the company as a whole—depends on a deep understanding of their customers.

Product Research 172

Product Research User Testing Customer Feedback User Friction 172

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. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Experience 233

Customer Experience User Testing Research Software Reporting Tools 233

Alchemer Mobile

JULY 22, 2021

Product adoption is a key piece of any successful customer acquisition strategy or onboarding program. Understanding how, when, and why (or why not) customers become power users or high-value customers can drive ROI, inform future product roadmap decisions, and lower customer acquisition costs (CAC).

Onboarding KPIs 246

Onboarding KPIs User Testing Feedback Software Customer Feedback 246

Intercom, Inc.

MARCH 10, 2022

And, as society reopens, it is vital to maintain ease of movement between in-store and online channels – not just for your customers, but for your teams. Great e-commerce experiences for customers are built on speedy responses, instantaneous gratification, and convenience – this is no easy feat to provide. Sense their frustration?

Customer Experience 209

Customer Experience Technical Review User Friction Data Visualization 209

Intercom, Inc.

NOVEMBER 25, 2021

For Dan Gingiss , at least, investing in your defense – the customer experience – is the smartest move you can make. He’s also a keynote speaker and CX expert with over 20 years of experience in the field, having led teams in social media, marketing, and customer experience at companies such as Humana, McDonald’s, and Discover.

Customer Experience 206

Customer Experience User Friction Branding Books 206

Alchemer Mobile

JUNE 14, 2022

NPS surveys changed the way businesses gauge customer experience and are still widely used today. Over the past two decades, advancement in digital technology and our understanding of customer behavior have changed many aspects of the corporate approach to customer loyalty and emotion. 1: Target the right customers.

Product Research 246

Product Research Feedback Software User Friction Customer Experience 246

Product Talk

APRIL 8, 2020

For this post, we spoke with a product team from Simply Business about some of the major lessons they’ve learned since adopting continuous discovery habits like interviewing their customers, questioning their assumptions , and using the opportunity solution tree to guide their work. How do we know when a pain point is worth pursuing?

Product Research 289

Product Research User Testing Research Software Data Visualization 289

Alchemer Mobile

NOVEMBER 18, 2020

But in 2020, digital transformation as we know it barreled ahead at a dizzying pace—causing product and marketing teams to make fast, learn-as-you-go decisions impacting billions of dollars. Q: What holds companies back from prioritizing their investment in mobile customer experience? Here’s what Liz had to say!

Customer Experience 246

Customer Experience User Friction Data Visualization Transportation 246

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Feedback Software 225

Feedback Software Research Software Analytic Tools Product Strategy 225

Userpilot

JUNE 5, 2024

Are you on the lookout for tools that can help you improve customer retention ? This article shows what you should look for when choosing customer retention software and showcases 12 tools worth considering. Zendesk is a customer service software for omnichannel support. Brevo (formerly Sendinblue) is a marketing and CRM tool.

Analytic Tools 105

Analytic Tools Feedback Software Research Software Reporting Tools 105

Intercom, Inc.

AUGUST 7, 2019

If getting started with your product requires new users to install software, invite colleagues or message customers, then the path to value may not seem as short or straightforward. In cases like these, the user onboarding flow from signup to realizing value can be long and arduous and can cause your onboarding funnel to leak users.

Customer Experience 223

Customer Experience User Testing Customer Feedback User Friction 223

Intercom, Inc.

OCTOBER 21, 2020

The feelings customers take away from an experience with your company are far more important than any “response time” metric. This applies not only to conversations a customer may have with your sales or support teams, but even when they’re not talking to you at all – such as when they’re on your help center , searching for answers.

User Friction 211

User Friction Data Visualization Customer Experience User Testing 211

Userpilot

AUGUST 30, 2024

According to Gartner , companies that properly use customer journey maps are twice as likely to outperform their competitors that don’t. But to unlock such effective results, first, you need to know how to create impactful maps—which is what these 8 customer journey map examples are for. Creating user personas.

User Friction 105

User Friction Data Visualization User Testing Customer Feedback 105

Intercom, Inc.

MARCH 16, 2021

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. Why proactive support is your first line of defense.

Data Visualization 201

Data Visualization User Friction Onboarding KPIs Outbound 201

Userpilot

SEPTEMBER 16, 2024

Is your company ready to target new markets? What product marketing strategies can you use to increase your chances of success? To answer this, let’s explore: What a market development strategy is. Common methods companies use to enter new markets.

Research Software 105

Research Software Analytic Tools Feedback Software Data Visualization 105

Product Talk

APRIL 3, 2024

Customer interviews are one of the most impactful activities a product team can do. Customer interviews are one of the most impactful activities a product team can do. Tweet This An early customer interviewing mistake is to spend your interview time exploring your solution ideas. We understand our market.

User Testing 196

User Testing Customer Experience Customer Feedback User Friction 196

Userpilot

AUGUST 30, 2024

Customer insights enable SaaS teams to understand them better and build products that satisfy their genuine needs. From the article, you’ll learn about different kinds of customer insights (from product analytics and only) and the benefits of gathering them. Let’s dive right in! Book the demo to find out how!

Data Visualization 105

Data Visualization Customer Feedback User Testing Analytic Tools 105

Product Management University

SEPTEMBER 18, 2024

The Solutions Value Chain is a framework that helps you uncover real, strategic value for your customers—from the top of their organization all the way down to the people in the trenches doing the day-to-day work. Of course, every product company wants users to love their products—no surprise there. The concept is pretty simple.

Framework 130

Framework User Friction Customer Experience Product Research 130

The Product Coalition

MARCH 3, 2023

Focusing on product-led or go-to-market-led growth is no longer enough. Time to prioritize the whole Customer Journey (CJ). Products that delight customers and fuel growth loops are essential. But with the rise of digital channels, customers interact with businesses in multiple ways that drive the overall experience.

Customer Experience 133

Customer Experience Customer Feedback User Testing User Friction 133

Roman Pichler

DECEMBER 7, 2021

Such a product is also referred to as a painkiller , as it addresses a problem or pain point. But no matter how a product is classified, it must create value for its users—or it is doomed. Compare this to a product like Apple’s AirTags, which address the issue of finding keys and other misplaced items.

Artificial Inteligence 261

Artificial Inteligence Vision Wireless User Friction 261

Userpilot

AUGUST 30, 2024

What are the different marketing research methods product marketing teams can use to inform their strategies? You will also learn about different types of market research and how to conduct it step by step. Conducting market research offers numerous benefits, including a better understanding of customer needs and market trends.

User Testing 101

User Testing Research Software Market Research Product Research 101

Product Talk

NOVEMBER 6, 2024

How long will it take to hear back from a company? A big part of Teeba’s process involved putting her product skills to use throughout the job search, both in terms of identifying product-led companies and in terms of mapping out business and product outcomes for companies where she was interviewing.

Product Research 168

Product Research Research Software Feedback Software User Testing 168

Userpilot

APRIL 18, 2024

If you’re struggling to convert your website visitors into customers, your marketing conversion path may need optimization. Read to find out what a conversion path in marketing is, why it matters, and its elements and stages. TL;DR A conversion path is a sequence of actions a prospective customer takes.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Marketing 105

Userpilot

APRIL 30, 2024

Customer feedback can be a goldmine of valuable insights for SaaS companies seeking growth. Glenn delves into different ways for leveraging feedback, managing negative responses, common mistakes companies should avoid, and much much more. PMF, CSAT, and NPS surveys are vital for SaaS companies to conduct. Let’s dive in.

User Testing 104

User Testing Customer Feedback Feedback Software Data Visualization 104

Userpilot

MARCH 21, 2024

How do you even know if you have no clue what your ideal customer looks like? That’s why you need a customer profile template. Read on to find out the different types that make a customer profile, how you can create a customer profile template in 5 steps, and some customer profile examples.

Data Visualization 105

Data Visualization User Testing Customer Experience Customer Feedback 105

Userpilot

AUGUST 18, 2024

How do you ensure your AI product not only survives but thrives in this competitive market? A well-crafted go-to-market strategy could be your secret weapon. Best-selling author and go-to-market advisor Maja Voje has helped hundreds of companies, including Google and Rocket Internet, build and grow successful products.

Feedback Software 105

Feedback Software Research Software User Testing Product Research 105

Userpilot

FEBRUARY 25, 2024

Funnel analysis examples can help product managers find the missing puzzle pieces to improve user journeys. From marketing funnel analysis to review funnel analysis, this article shows you the most important funnels for SaaS. Funnel analysis allows you to: Measure company performance. Identify friction areas.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Alchemer Mobile

NOVEMBER 9, 2022

As mobile grows and becomes a major investment for every company, the need for mobile product management is only increasing. . If you can’t explain what makes your favorite apps great from a technical, marketing, and product perspective, chances are you have some learning to do. Is your company mobile-first? All the time.

User Testing 246

User Testing Feedback Software Technical Review Research Software 246

Userpilot

JULY 10, 2024

Businesses invest heavily in product marketing through webinars, blog posts, and video content for a reason – it gets them notable results. If you’re looking to start or improve your SaaS product marketing strategy, this is the article to read. Both are vital for SaaS success.

Analytic Tools 98

Analytic Tools Feedback Software Research Software User Testing 98

Userpilot

DECEMBER 13, 2023

We also look at: What a UX design strategy is Why it’s important Its core principles and elements A practical example of a company with well-established UX strategies Let’s dive right in! TL;DR UX strategy provides guidance to the UX design team on how to create and improve experiences that satisfy user needs.

Research Software 104

Research Software Analytic Tools Feedback Software User Testing 104