Folding Burritos

DECEMBER 7, 2017

As Product Managers, we perfectly understand the need to generate and use customer feedback. This led me to reach out to 14 leading Product Managers and talk with them about how they use customer feedback in their own companies and teams. Feedback is only relevant vs. a goal and user context.

User Testing 249

User Testing Customer Feedback Feedback Software Customer Experience 249

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. I have experienced this many times on both sides, as the receiver and the critiquer. Who has it?

Research Software 291

Research Software Weak Development Team Reporting Tools Customer Communications 291

Roman Pichler

DECEMBER 4, 2018

But the quality of your product matters: It directly impacts your ability to achieve strategic product goals and make your products successful: Technical debt makes it hard to experiment with new ideas, release new features, and quickly respond to user feedback. [1]. Options for Removing Technical Debt.

Feedback Software 260

Feedback Software User Testing Customer Experience Weak Development Team 260

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. A handy stakeholder analysis tool is the power-interest grid developed by Ackermann and Eden. Build Trust.

Weak Development Team 321

Weak Development Team Product Research Customer Experience Workshop 321

Intercom, Inc.

FEBRUARY 8, 2018

In his 2017 keynote, “The User Experience of Design Systems” , designer, artist and educator Rune Madsen dissects not just the oft-celebrated rewards of systems, but also the inherent risks that broad ones bring to the table. Short on time? The user experience of design systems.

Feedback Software 191

Feedback Software Customer Experience User Experience User Testing 191

Roman Pichler

MARCH 9, 2021

The Scrum Guide released in November 2020 states that “the product goal describes a future state of the product … [It] is the long-term objective for the Scrum team.” The product owner is accountable for “developing and explicitly communicating the product goal.” The entire Scrum team is “focused on one … product goal” at a time.

Product Goals 386

Product Goals Weak Development Team User Testing Vision 386

Roman Pichler

FEBRUARY 11, 2020

Different people have suggested different definitions for the term software platform. If the teams developing the different apps all created their own user-interface layers, there would be considerable code duplication, added development costs, and increased development time.

Feedback Software 269

Feedback Software Software Review Technical Review Customer Experience 269

Intercom, Inc.

JANUARY 12, 2021

They’re based on my experiences working in technology, the practical application of methods in varied use cases, and speaking with peers about their strategies and successes. If you’ve been paying attention to any loud marketing efforts over the last few years, you have definitely heard about multi-cloud.

Technical Review 269

Technical Review Research Software Startups Data Visualization 269

Intercom, Inc.

APRIL 5, 2018

If users don’t stick around, they won’t learn and inevitably won’t share Duolingo with their friends. In her five years there, she helped take Duolingo from 3 million users to more than 200 million. In her five years there, she helped take Duolingo from 3 million users to more than 200 million.

Customer Experience 223

Customer Experience User Testing Customer Feedback Analytic Tools 223

Intercom, Inc.

MAY 1, 2018

Convincing potential users to sign up for your product isn’t easy. The latest batch of billion-dollar companies are built on high customer retention. They help their users be successful, and that means providing great onboarding. Could we somehow get them to definitely sign up? Meerkat had two million users.

Customer Experience 223

Customer Experience User Testing Weak Development Team Definition 223

Product Talk

JUNE 19, 2024

But when we use generative AI to replace customer interviews , to generate opportunity solution trees , or to do our thinking for us, we fundamentally misunderstand the purpose of discovery. Tweet This So I want to take some time to review why we do discovery. Tweet This So I want to take some time to review why we do discovery.

Generative AI 288

Generative AI Product Research Feedback Software Analytic Tools 288

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

Intercom, Inc.

APRIL 23, 2019

Simply signing up users means nothing if you’re not helping them understand how they can actually achieve what you’ve promised. Even the strongest customer testimonials won’t prevent churn if people don’t understand how to use your product. What is user onboarding, and why does it matter? while using it.

Onboarding KPIs 199

Onboarding KPIs User Testing Customer Experience Research Software 199

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. This approach makes it easier to reach unanimity and consent without making weak compromises.

Roadmap 242

Roadmap Product Strategy Strategy Weak Development Team 242

Mind the Product

FEBRUARY 12, 2020

It’s also essential to creating a team where great people want to work. In a perfect product development world, communications are seamless, specifications are clear, and product and engineering teams work together without friction. These are team goals that get shared across the company. Share Leadership and Credit.

Engineering 175

Engineering Weak Development Team Customer Experience User Testing 175

Sachin Rekhi

FEBRUARY 9, 2020

In our discussions, we talk about all the usual things: their ultimate career aspirations; their understanding of their own strengths and weaknesses and the skill gaps they hope to fill; as well as the specifics of each role they are considering, including scope, responsibilities, title & compensation, and manager.

User Testing 218

User Testing Weak Development Team Artificial Inteligence Wireless 218

UserVoice

JULY 28, 2017

Product management intuition is still a great thing to develop, but statistics and analytics will help you hone your product sense and justify your decisions to stakeholders. The right product metrics give us a read on the health of our product, help us identify strengths and weaknesses, track improvement over time, diagnose problems, etc.

Data Visualization 252

Data Visualization User Testing Customer Experience Reporting Tools 252

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. To do the first, we had to hire, train, and write a playbook – the building blocks of any team. Relentlessly measure impact.

Weak Development Team 171

Weak Development Team Customer Experience User Testing Customer Feedback 171

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.”

Product Research 220

Product Research Data Visualization Customer Feedback Weak Development Team 220

Product Talk

DECEMBER 15, 2021

He began his career as a freelancer and tech entrepreneur, so this will be his first full-time official position as a product manager in a company that is not his. He’s exploring new products to unleash creative performance and thriving teams through the evolving future of work and web3. Andrew Skotzko, Product Director.

Product Research 213

Product Research Customer Experience Research Software Reporting Tools 213

Product Talk

FEBRUARY 2, 2022

This is only natural: Through years of bad habits, many of us have shown engineers that we only value them for the code they can write. Engineers will hear different insights during your customer interviews. To get engineers involved in continuous discovery , Ellen began by inviting them to participate in customer interviews.

Product Research 263

Product Research User Testing Engineering Testing 263

Intercom, Inc.

JANUARY 5, 2021

” The secret to shipping successful product, then, is clearly defining for your team the problem that you’re setting out to solve. A great problem statement supercharges product development. It inspires and guides your design team, it makes evaluation simple, and it creates direction for scoping and iteration.

Transportation 279

Transportation User Testing Research Software Travel 279

Intercom, Inc.

SEPTEMBER 3, 2020

Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. Between them they break down the process and share their collaborative way of working and how the customer voice remains central throughout the process – from initial feedback to a feature launch.

User Testing 212

User Testing Customer Feedback Feedback Software Research Software 212

Folding Burritos

DECEMBER 7, 2017

As Product Managers, we perfectly understand the need to generate and use customer feedback. This led me to reach out to 14 leading Product Managers and talk with them about how they use customer feedback in their own companies and teams. Feedback is only relevant vs. a goal and user context.

User Testing 170

User Testing Customer Feedback Feedback Software Customer Experience 170

Intercom, Inc.

MAY 3, 2018

How can we help our users complete their job-to-be-done cheaper, faster or easier? Not to mention changes to workflows affecting an increasingly large amount of users. I hosted Rohini on our podcast to talk about everything from prioritization and product roadmaps to the nitty-gritty techniques for parsing customer feedback.

User Testing 195

User Testing Customer Feedback Customer Experience Data Visualization 195

Andrew Chen

JULY 20, 2020

When I joined Instagram in 2016, the product had over 400 million users, but the growth rate had slowed. My job was to help the team accelerate and get back to exponential growth. Our success was anchored on what I now call The Adjacent User Theory. The Importance Of The Adjacent User. Those are your Adjacent Users.

User Testing 145

User Testing Customer Experience Customer Feedback Research Software 145

Roman Pichler

JUNE 4, 2018

Embracing new technologies like machine learning, micro services, big data, and Internet of Things (IoT) is part of that change, as is the introduction of agile practices including cross-functional and self-organising teams, DevOps, Scrum, and Kanban. This creates continuity of purpose, facilitates learning, and reduces wasteful handoffs.

Product Management 246

Product Management Product Manager Weak Development Team Management 246

Mind the Product

JUNE 25, 2019

You may be limiting your ability to meet customer needs because of an unconscious bias across your organization. It can happen in any team, even in teams with a commitment to diversity. We had completed a round of interviews and I wanted her to work on my team. Next, diverse teams get better outcomes.

User Testing 178

User Testing Weak Development Team Customer Experience Airlines 178

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. And as the organization grows, the work involved to get teams aligned on who you’re selling to and how you’re selling is not something to be taken for granted either.

Customer Experience 165

Customer Experience Customer Feedback User Testing Weak Development Team 165

UserVoice

JULY 31, 2017

But for product managers, the yes-man model definitely doesn’t work. Saying no isn’t a bad thing—if we didn’t say no our products would never be released because they would include thousand of features and support every use case imaginable. “An Identifying and eliminating the bad ideas is the easy bit.

Customer Experience 201

Customer Experience User Testing Weak Development Team Data Visualization 201

Intercom, Inc.

NOVEMBER 14, 2019

As a brand new company, you might engage in plenty of initiatives that are inherently un-scalable – because there’s no better way to nurture customer love than through a personal relationship. It’s time to start thinking about retention at scale and bring onboard a customer success team.

User Testing 108

User Testing Customer Feedback Customer Experience Weak Development Team 108

Intercom, Inc.

NOVEMBER 3, 2022

Scaling a support team is challenging enough as it is. 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. For Natasha, the answer is a resounding yes.

Feedback Software 206

Feedback Software Research Software Customer Experience User Testing 206

Intercom, Inc.

SEPTEMBER 10, 2020

It’s an approach that’s served him well along the road to building the HubSpot sales team, where he was CRO for nine years. That experience led to his bestselling book, The Sales Acceleration Formula. This has created large amounts of data for running teams. . How to spot the leading indicators for customer renewal.

Onboarding KPIs 226

Onboarding KPIs Customer Experience User Testing Weak Development Team 226

Mironov Consulting

JANUARY 17, 2021

Half of the calls I get from CEOs include requests for Product Management to boost productivity in Engineering (aka Development aka Makers). This reflects confusion about what product managers do (and how we really add value), and often poor role definition where product managers are also project/program managers or engineering leads.

Weak Development Team 134

Weak Development Team Research Software Reporting Tools Development 134

Alchemer Mobile

JULY 16, 2021

While customer acquisition, ratings and reviews, and social proof are the most externally visible success indicators for your brand, customer retention is an integral part of the health of your organization. Customer retention definition. The importance of customer retention. Let’s dive into it.

Customer Feedback 147

Customer Feedback Customer Experience User Testing Feedback Software 147

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. I mentioned at the start our company values: obsessesing over our customer success.

Data Visualization 211

Data Visualization Reporting Tools User Testing Customer Feedback 211

Intercom, Inc.

JULY 15, 2021

With a Master’s degree in human-computer interaction and over two decades of experience in user research and user experience in companies like Oracle, he now leads the design team across all product offerings at IBM. If you’re short on time, here are a few quick takeaways: Good design is good business.

Research Software 245

Research Software Feedback Software Reporting Tools User Testing 245