The Product Coalition

JUNE 18, 2023

It took me time to understand that I need to present myself as a product leadership coach and product strategy expert rather than a consultant. and moreover, that the most common interpretation was not at all what I wanted to deal with, and definitely not where I believe (to date) most entrepreneurs need help. PLG under the hood.

Naming 134

Naming User Testing Weak Development Team Feedback Software 134

Intercom, Inc.

FEBRUARY 18, 2020

It was almost a year ago when our Customer Success team came up against an issue that all growing teams face: knowledge sharing. Our de-facto ways of working made it difficult for us to learn from one another, especially when it came to socializing best practices for talking to our customers. part of the name.

Technical Review 223

Technical Review User Testing Customer Feedback Customer Experience 223

Roman Pichler

JUNE 1, 2020

The first one carries the risk of being a feature broker and offering a product that has a weak value proposition, gives rise to a poor user experience, and consists of a loose collection of features. While this definition includes users and customers, I use the term in this article to refer to the internal business stakeholders.

Weak Development Team 321

Weak Development Team Product Research Customer Experience Workshop 321

Intercom, Inc.

SEPTEMBER 26, 2018

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in. Nowadays, you have to win over your customers month after month just to keep the lights on. What is customer engagement?

Messaging 202

Messaging User Testing Customer Feedback Customer Experience 202

Product Talk

APRIL 21, 2021

We know in the tech industry that we’ve had challenges for a long time in terms of the diversity of our employees. Many tech companies that make voice assistants justify their use of female names and voices by saying that’s what people prefer. We talked to our users and they prefer female names.”

Product Research 314

Product Research User Testing Research Software Analytic Tools 314

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

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. What does the company do and who are your main customers?

Product Research 283

Product Research User Testing Research Software Data Visualization 283

Product Talk

JUNE 1, 2022

Not having enough time is one of the main reasons people say they can’t interview customers every week. So the idea of trying to carve out time to recruit and schedule interviews might feel like an impossible task. The idea of trying to carve out time to recruit and schedule interviews might feel like an impossible task.

Research Software 173

Research Software Product Research User Testing Customer Experience 173

Intercom, Inc.

JANUARY 5, 2023

Delayed orders, faulty services, missing information, you name it – every time a customer reaches out, it tells you something about the friction they’ve experienced. Customer service teams are all too often drowning in angry, repetitive tickets, and yet, we don’t seem to focus enough resources on tackling the reasons behind it.

Customer Experience 138

Customer Experience Customer Feedback Feedback Software User Testing 138

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. Tanya Sivo: Hi, my name is Tanya Sivo and I’m a product designer. What does success look like?

Data Visualization 211

Data Visualization Reporting Tools User Testing Customer Feedback 211

Intercom, Inc.

NOVEMBER 3, 2022

You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. Natasha Ratanshi-Stein is the founder of Surfboard , a software company that offers scheduling tooling for customer support teams.

Feedback Software 206

Feedback Software Research Software Customer Experience User Testing 206

Folding Burritos

JULY 5, 2015

As times goes by, and the product grows, what was once a simple list of prioritized items gets unwieldy. Every idea, request, bug, maintenance chore, user story, you name it — gets included. Having established the two main reasons that lead us to a chaotic backlog, it’s time to discuss how we can avoid these pitfalls.

Technical Review 273

Technical Review Roadmap Software Review Customer Experience 273

Intercom, Inc.

JULY 4, 2019

If we implement a new feature, how will customer behavior change in a meaningful way?”. We wanted to jump into this hot topic to see if we could marry our practical experience with Josh’s framework. Short on time? Here are five quick takeaways: Narrow your definitions. You’ve got to be applauded for that.

User Testing 212

User Testing Customer Experience Feedback Software Research Software 212

Userpilot

NOVEMBER 27, 2024

Wouldn’t it be great to see all user interactions with your product as they happen? Think about all the insights you could gather to improve the user experience. Session recordings are digital recordings of user interactions with a website or app. However, session replay analytics tools don’t record users’ screens.

Data Visualization 90

Data Visualization Analytic Tools Definition Customer Feedback 90

Roman Pichler

APRIL 5, 2022

Contrast this with a sprint review meeting , which might help you determine if users can easily sign up for the product. But for sprint review meetings , you may also want to invite (selected) users and customers to collect their feedback. This can make it harder for people to free up the necessary time and attend them.

Weak Development Team 287

Weak Development Team Product Management Product Manager User Testing 287

Userpilot

AUGUST 28, 2022

What is customer value and how you can use it to improve the actual value you deliver to your customers and establish brand loyalty? So let’s see what you can do to increase your customer value and retain loyal customers. In SaaS, customer value is a user’s perception of what your product or service is worth.

Feedback Software 100

Feedback Software Customer Feedback Customer Experience User Testing 100

Intercom, Inc.

DECEMBER 2, 2019

From new navigation features and refreshed product names to several brand new apps, there’s definitely something for everyone. Your outbound content is now grouped by type as well, so you can view tours and messages together for a clear picture of what you send your users. Mid-path actions for Custom Bots.

Outbound 38

Outbound Customer Experience Customer Feedback User Testing 38

Userpilot

MAY 18, 2023

UX deals with a user's interactions with specific aspects of your product, while CX is broader and covers all customer engagements with your brand. TL;DR The user experience (UX) is the sum of a user's thoughts, impressions, and feelings as they interact with specific aspects of your product.

Customer Experience 78

Customer Experience User Testing Analytic Tools Feedback Software 78

Userpilot

APRIL 21, 2024

In SaaS, a customer onboarding dashboard can become a massive product analytics tool to understand and optimize the user journey. Let’s explore how a customer onboarding dashboard works and see different examples. Create an onboarding metrics dashboard to measure KPIs like new signups, activation rate , and time to value.

Data Visualization 84

Data Visualization Onboarding KPIs Dashboard Analytic Tools 84

Intercom, Inc.

AUGUST 21, 2019

These are sites such as Trustpilot , Reviews.io , G2 Crowd , Capterra and Yelp , which encourage real-world users to share their experiences with brands and create content based on their own brand encounters. It’s completely organic, with users deciding to share their thoughts based on their positive or negative experiences.

Software Review 172

Software Review Technical Review Reporting Tools Research Software 172

Roman Pichler

JULY 8, 2024

Securing everyone’s buy-in would be impractical—it would most likely take too much time. But when bigger changes are required or the group is more diverse, the approach is not only time-consuming. Instead, reaching an agreement is a collaborative effort. Stakeholders learn about their respective ideas, concerns, and interests.

Roadmap 242

Roadmap Product Strategy Strategy Weak Development Team 242

Mind the Product

AUGUST 19, 2019

I’d like to share five lessons from my experience that can help you start your own journey. From my experience, the problems that ML can help to solve usually fall into one of these buckets below: Could we make the user experience more tailored and personalised? Could we make the user experience safer?

Artificial Inteligence 190

Artificial Inteligence Data Visualization Product Research Reporting Tools 190

Mironov Consulting

SEPTEMBER 22, 2020

Not to stop doing validation, discovery, prototyping or experiments they may associate that that acronym, but to remove the label from all of their docs and presentations and talks. have irreconcilable definitions of MVP. Engineering and Product are written off as intellectual time-wasters. Lots of frustration and wasted time.

Technical Advisors 142

Technical Advisors User Testing Weak Development Team Customer Experience 142

The Product Coalition

APRIL 24, 2023

A customer feedback repository is the place you keep all your feedback data. What is a customer feedback repository? A feedback repository is a central location where product teams can collect and organize customer feedback. Gathering customer feedback is crucial for creating successful products.

Feedback Software 107

Feedback Software Analytic Tools User Testing Customer Feedback 107

The Product Coalition

FEBRUARY 21, 2023

Let’s explore the reasons teams engage customers and the challenges they are likely to face in doing so In the past, I have written a post on how to start engaging customers without going into reasons why that may be helpful. Also, in this post, I do not speak about specific techniques to increase value from customer engagement.

User Testing 130

User Testing Customer Feedback Customer Experience Development 130

Intercom, Inc.

MAY 12, 2020

We hope this episode provides a welcome dose of normality in times that feel anything but. If you’re short on time, here’s five quick takeaways: Why do we say product judgment as opposed to product taste or instinct ? Place and time are everything. It has other names, product judgment has other names too.

User Testing 173

User Testing Product Research Customer Experience Customer Feedback 173

Intercom, Inc.

JUNE 24, 2021

Sam Stocker (she/they), a Customer Support Specialist, based in Chicago. Leanne Harte (she/her), a Customer Support Manager, based in Dublin. Shauna O’Brien (she/her), a Customer Support Specialist, based in Dublin. One of my goals was to try and reach out to somebody I hadn’t spoken to in a long time.

Customer Experience 221

Customer Experience User Testing Definition Research Software 221

Product Talk

APRIL 17, 2024

And if you’re trying to guide your teams toward being more empowered and autonomous, this is a process that takes dedicated time and commitment. She regularly shares her learnings and insights on LinkedIn and recently took some time to chat with Teresa for this Product in Practice about her teams’ experience with continuous discovery.

Product Research 255

Product Research User Testing Data Visualization Research Software 255

Roman Pichler

JUNE 4, 2018

Business models also tend to change when companies digitalise their business—customer relationships, pricing models, partner and supplier relationships, cost factors, and other aspects are likely to be affected. This example is representative for many companies in my experience: product roles are often applied ineffectively.

Product Management 246

Product Management Product Manager Weak Development Team Management 246

Mixpanel

JULY 7, 2020

Even in pre-COVID-19 times, it’s been held as dogma that loyal users are the core of any SaaS business. But beyond just being active, a product is made great by users who find enough value to form a habit around their usage of it. Users like Brett: A Mixpanel power user. Source: @bretthellman. Our mission?

Data Visualization 137

Data Visualization Customer Experience Onboarding KPIs Feedback Software 137

Intercom, Inc.

SEPTEMBER 9, 2022

In CX, neural networks will likely be used with more traditional machine learning methods to choose actions that provide the best interaction possible with the customer. While it’s likely that more realistic claims close fewer accounts, it pays off in customer retention. Des Traynor: So, maybe just a couple of dictionary definitions.

Artificial Inteligence 249

Artificial Inteligence Research Software Analytic Tools Feedback Software 249

The Product Coalition

FEBRUARY 22, 2022

Crafting an actionable definition for modern product management One of the questions that founders and CEOs often ask in VP / Head of Product interviews is, “What is product management to you?” How it all started For over a decade the definitions I adopted were based on the ultimate guru every PM (including myself) worships: Marty Cagan.

Definition 108

Definition Product Research Customer Experience Finance 108

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be?

Customer Experience 181

Customer Experience User Testing Customer Feedback Product Research 181

Intercom, Inc.

JANUARY 31, 2019

As part of the process, we’ve spent a lot of time reviewing who we should be selling to these days, and how we should be selling to these customers. Steli Efti on understanding your customers. Adam Risman: What do you remember most about the earliest days of going and selling this product to customers? What didn’t?

Customer Experience 165

Customer Experience Customer Feedback User Testing Weak Development Team 165

The Product Coalition

FEBRUARY 5, 2022

In these moments it’s helpful to gauge the sentiment of internal stakeholders and customers to prioritize a messy backlog. RICE Brief summary The model uses four simple metrics based on personal estimates: Reach (number of users), Impact (3, 2, 1 or 0.5), Confidence (0% to 100%) and Effort (total man weeks invested).

Customer Experience 151

Customer Experience Data Visualization Customer Feedback Product Research 151

The Product Coalition

SEPTEMBER 23, 2023

How long does it take to name a baby? And how do you go about exploring options and choosing a winning name? But naming a business, product, or service shouldn’t feel so personal, should it? Do you already have a name? Get connected to your customer Outline what you know about your target customer.

Naming 78

Naming Branding Customer Experience Definition 78

Melissa Perri

FEBRUARY 15, 2017

Three years ago I wrote a blog post about Rethinking the Product Roadmap , in which I advocated for a focus on solving customer problems instead of listing out features with deadlines. In the time since, I’ve been working with clients to find what works best in real life situations.

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Roadmap Product Research Research Software Feedback Software 222