Intercom, Inc.

MAY 25, 2021

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. As a result, companies need to understand their customers and deliver to their high standards if they want to stay competitive. Download your copy of the thought leadership paper now.

User Testing 260

User Testing Customer Experience Customer Feedback Product Research 260

Product Talk

JANUARY 24, 2024

The foundation of continuous discovery is weekly touchpoints with customers. It sounds simple, but what happens if your product is so new that you don’t have any customers yet? What do you do about discovery if your product is so new that you don’t have any customers yet?

Research Software 242

Research Software Feedback Software User Testing Customer Experience 242

Intercom, Inc.

APRIL 8, 2020

This is a time of great uncertainty, with everyone suddenly having to adjust to social distancing restrictions and widespread industry upheaval. Our customers are relying on Intercom more than ever, and often in a host of new and unforeseen ways. A time for the tried and tested. What information do we need to figure this out?

Software Review 223

Software Review Customer Experience Systems Review Engineering 223

Mind the Product

JANUARY 14, 2020

There’s a lot of debate in the product and research communities about quantitative vs qualitative approaches to metrics, so we sat down with Tomer Sharon (MD/Head of User Research and Metrics at Goldman Sachs) to talk about how he uses Google’s HEART approach to track what matters. Lean User Research. Lean User Research.

Product Research 209

Product Research Customer Experience Analytic Tools Research Software 209

Mind the Product

APRIL 21, 2020

We’ve heard it again and again – these are odd times; we’re not working remotely, we’re working during a crisis; this is not the new normal. You’re not working the same way, and your customers have different needs than they did a month ago. Customer Discovery. Remote Working. Adapting to change.

Product Research 187

Product Research Customer Experience Feedback Software Research Software 187

Mind the Product

JULY 9, 2019

After leaving the Navy and working on nuclear submarines, Dan Olsen embarked on a career that has spanned enterprises and start-ups, consulting, speaking, writing, and running the Lean Product & Lean UX meetup. Jake Knapp & John Zeratsky, Make Time ( US / UK / DE ). Jake Knapp & John Zeratsky, Make Time ( US / UK / DE ).

Product Research 161

Product Research Customer Experience User Testing Entertainment 161

Intercom, Inc.

APRIL 9, 2020

It’s the perfect storm that produces a swell of people who need to get in touch with customer support. In the midst of such a surge, it’s essential to get customers’ issues resolved quickly. Assisting both customers and support staff by offering predictive suggestions. Short on time?

User Testing 245

User Testing Customer Experience Customer Feedback Feedback Software 245

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

User Testing 177

User Testing Customer Feedback Customer Experience Strategy 177

Product Talk

JUNE 12, 2019

Since leaving BeachBody, Hope has worked as a product consultant and coach. Co-create with customers. It can be challenging to keep leadership and key stakeholders informed along the way. It can be challenging to keep leadership and key stakeholders informed along the way. Improve stakeholder collaboration. Tweet This.

Reporting Tools 238

Reporting Tools Feedback Software Data Visualization Product Research 238

Intercom, Inc.

JANUARY 16, 2020

But what happens when you take away the constraints of an actual whiteboard – the location, the space, and the time? Short on time? In our discussion we unpack what this means for them as a company and for their customers. We hear how sharing the pain that your customers experience is key to understanding it.

Research Software 249

Research Software Data Visualization User Testing Customer Experience 249

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.

User Testing 184

User Testing Data Visualization Customer Experience Customer Feedback 184

The Product Coalition

JUNE 11, 2022

Yet we continue to think our customers won’t mind changing to use our products. They hand the contract off to the customer success team before the ink dries. Shouldn’t implementation be part of our product experience? Think hard, when was the last time you had a great implementation experience? Customer interviews.

Customer Experience 144

Customer Experience User Testing Data Visualization Analytic Tools 144

Intercom, Inc.

JUNE 9, 2020

With that comes the need for clear communication and open dialogue with customers and employees alike. published guidance for leaders who need to steer their business through the challenging times ahead. In March, McKinsey & Co. We spoke to leaders at companies such as Lattice, Yotpo, and Frontify to get their take.

Strategy 197

Strategy Feedback Software Customer Experience Reporting Tools 197

Product Management University

JULY 31, 2023

The career paths for sales engineers (SEs) and solution consultants (SCs) are wide open due to the blend of business and technical skills, sales skills and positioning expertise required to succeed in this role. Are Sales Engineers and Solution Consultants the Same? Are Sales Engineers and Solution Consultants the Same?

Feedback Software 130

Feedback Software Consulting Engineering Technical Review 130

Intercom, Inc.

MAY 18, 2021

Believing that customers who try it will see better results. And you need to tell everyone, all the time. But as you grow and mature, and as your target customers grow from early adopters to more discerning buyers, it’s simply not enough for you to say it. Commissioning Forrester Consulting. Enter Forrester.

Research Software 210

Research Software User Testing Customer Feedback Reporting Tools 210

Mind the Product

FEBRUARY 12, 2020

Share Leadership and Credit. Instead, in my experience, product managers can build trust by allowing others to present results, demo to executives, and share in the glory of a job well done. Share leadership and allow others to present results and demo to executives (Image: Shutterstock).

Engineering 175

Engineering Weak Development Team Customer Experience User Testing 175

The Product Coalition

MARCH 2, 2022

and actively engaging their customers to find that fit. Pretty soon, it becomes apparent that the founders cannot keep up with the customer engagement activities they once did. This is most likely the point where others will come on board to handle several functions, customer engagement being among them. It’s a fair question.

User Testing 141

User Testing Customer Feedback Customer Experience Research Software 141

Intercom, Inc.

DECEMBER 16, 2019

Rather than casting a wide net for leads with large-scale marketing campaigns, ABM targets a few high-value accounts and then focuses on nurturing, converting, and retaining them over time. With ABM, sales and marketing work together to create a hyper-personalized experience for each target account.

Reporting Tools 189

Reporting Tools Research Software Marketing Customer Experience 189

Johanna Rothman

AUGUST 4, 2021

We don't waste time working on things that don't matter. We're not focused on what makes us effective for our customers.” However, revenue increased because the company was able to attract and retain more customers. Efficiency focuses on reducing the cost or time of the work—doing things right.

Leadership 125

Leadership Systems Review Customer Experience Consulting 125

Johanna Rothman

JANUARY 19, 2021

You're a middle or senior manager in an organization trying to hold on in these crazy times. Your customers are angry. How do you hold both ideas at the same time? The pain from the dissonance increases over time, too. Lies Create Cost Over Time. I don't see that as a balloon mortgage over a long time.

Leadership 130

Leadership Technical Review Reporting Tools Consulting 130

Intercom, Inc.

MAY 20, 2019

You look to the future and ask yourself, where do I want to be this time next year? The other path, the one I’ll focus on in this post, continues along the journey of individual contributor : to mastery of the craft of design, to leadership without the need to manage, to above all else shipping great work. What about in five years?

Development 223

Development Leadership Customer Experience Vision 223

Johanna Rothman

JANUARY 26, 2021

Would you like to discuss the features you want, in the time you allotted, for the money you want to spend? I'm sure the team can do it in less time. Create a better experience for the customers? Remember how our Very Important Customer was so angry with us? Use the leadership-tip tag here to find them.).

Leadership 129

Leadership Customer Experience User Testing Consulting 129

Alchemer Mobile

APRIL 14, 2020

How do you manage executive expectations, customer expectations, and technical resources? I run the Customer Success team at Apptentive, and I’m gonna be here today just as a moderator for this panel. I guarantee my dog will bark at least once during this because she barks all the time. Christy: All right.

Technical Review 246

Technical Review Technical Advisors Customer Experience User Testing 246

Intercom, Inc.

JUNE 1, 2021

Over the course of the past year, the customer support landscape has changed for good. As brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. Download your copy of the thought leadership paper now. Sound familiar?

Data Visualization 232

Data Visualization Reporting Tools Research Software Customer Communications 232

Mind the Product

JUNE 25, 2019

You may be limiting your ability to meet customer needs because of an unconscious bias across your organization. According to the New York Times , culture fit was born in the 1980s. For a time, culture fit helped companies to improve their bottom line. It means being inclusive of customer needs and opinions.

User Testing 178

User Testing Weak Development Team Customer Experience Airlines 178

Intercom, Inc.

JULY 4, 2019

If we implement a new feature, how will customer behavior change in a meaningful way?”. That’s why we asked Josh Seiden , a well-known product consultant and author, to join us on the podcast. We wanted to jump into this hot topic to see if we could marry our practical experience with Josh’s framework. Short on time?

User Testing 212

User Testing Customer Experience Feedback Software Research Software 212

Mind the Product

DECEMBER 29, 2020

The post The Invisible Leader: Facilitation Secrets – Elena Astilleros on The Product Experience [Rebroadcast] appeared first on Mind the Product. So the question then becomes – would the customer, if they were looking in on that session and seeing what you were up to – would they feel that their money was invested well?

Customer Experience 172

Customer Experience Feedback Software Consulting Definition 172

The Product Coalition

MARCH 27, 2022

How can you tell if it’s time to push harder, or should you let things move at their own pace? It adds color to my kitchen, it made me clear the table from other stuff so that it stands out, and every time I look at it I’m filled with joy. These rounds take time. We all want results, and the sooner the better. But some things?—?especially

Customer Experience 139

Customer Experience Product Research User Testing Data Visualization 139

Mironov Consulting

SEPTEMBER 14, 2020

Over the last three decades, across 10 full-time jobs and 150 consulting clients, I’ve headed up product teams 18 times (mostly as interim VP ) and helped another dozen companies choose their Head of Product. It’s no wonder that folks are confused, frustrated, and fail to get the product leadership they need.

Reporting Tools 145

Reporting Tools Analytic Tools Onboarding KPIs Fractional CTO 145

Mironov Consulting

APRIL 12, 2020

Implications for customers, markets and company economics that may change what we build. This is a time to demonstrate our humanity and empathy. Talk through synch vs. asynch work models and time assumptions. Or adjust assumptions about response times. Long lead-time partnerships with huge corporations can probably wait.

Customer Experience 140

Customer Experience Reporting Tools Technical Review Transportation 140

Mironov Consulting

JUNE 27, 2020

I have a narrow, somewhat puritanical view about product manager conversations with customers and prospects: we should never lie to them. These are complex deals on the customer side with buying committees, unique integration requirements, internal champions for each competing vendor, and reputational risk for choosing the wrong product.

User Testing 137

User Testing Customer Experience Weak Development Team Enterprise 137

Product Innovation Educators

NOVEMBER 4, 2024

Jack brings 20 years of experience managing innovation projects at companies like Sony Ericsson and Logitech. He explains how the company handled three distinct product lines: Smartphones High-end feature phones Low-end feature phones This experience taught him important lessons about resource allocation.

User Testing 103

User Testing Research Software Analytic Tools Feedback Software 103

Product Talk

MARCH 1, 2023

I can’t tell you how many times I hear this sentiment on Twitter and LinkedIn. I realize that many product people have never worked in a product trio , don’t have access to customers, aren’t given time to test their ideas, and are working in what Marty Cagan calls “features teams” or “delivery teams.” And I hate it. Only 28.8%

Product Research 220

Product Research Data Visualization Customer Feedback Weak Development Team 220

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. The key to to experiment and iterate on it with discipline, so you can zero in on the one that’s right for your business. Understand what it takes to attract your target customer.

Outbound 177

Outbound Strategy Inbound Customer Experience 177

Product Talk

JUNE 21, 2023

Meet Ellen Brandenberger , a product coach and consultant and Director of Product at Stack Overflow. Meet Ellen Brandenberger, a product coach and consultant and Director of Product at Stack Overflow. By that stage, I’d been an intern for four or five years throughout graduate school, so I was really ready to start a full-time role.

Product Research 192

Product Research User Testing Research Software Customer Experience 192

Productside

OCTOBER 8, 2024

With over 20 years of experience in the electrical and industrial sectors, Katheron is at the forefront of driving innovative and sustainable energy-efficient solutions. Throughout the episode, Katheron shares her journey from strategy consulting to leadership roles at Eaton, Honeywell, and now Schneider Electric.

Leadership 156

Leadership Consulting Customer Feedback Customer Experience 156

Product Talk

APRIL 12, 2023

So the first one I think is interesting because we’ve seen it a few times. We’ve seen a couple times now a little twist on this, which is what if that TV channel is public, like it’s owned by a government or it’s funded by a government? So let’s say this is customer documentation.

Government 208

Government User Testing Product Research Customer Experience 208