The Secret PM Handbook

FEBRUARY 20, 2018

This helps us understand the position we have in their brain.). ” Using The Power Of Existing Customers. This is examples of customers who have solved similar problems with your solution. And of course those meetings just take a lot of time, which contributes to everyone’s frustration.”

Product Research 170

Product Research Demo User Testing Data Visualization 170

The Product Coalition

JANUARY 11, 2023

Photo by Balázs Kétyi on Unsplash I have been scrutinizing and reflecting for a long time, on what a product manager should do and need. When I start to learn about product management, it seems PMs do a lot of things related to data, research, user experience, and dealing with other teams such as design, engineering, etc.

Feedback Software 109

Feedback Software Research Software User Testing Technical Review 109

Mind the Product

FEBRUARY 1, 2019

hitting a specific metric (revenue/users/conversion, etc). Are you moving towards a positive outcome, or away from a negative one? Research into Approach goals and Avoidance goals shows that if we frame our goals as a positive (Approach), we have a better chance of success and feeling positive about the experience.

CTO Coach 111

CTO Coach User Testing Research Software Product Research 111

Intercom, Inc.

SEPTEMBER 19, 2019

It’s a timely conversation for us, coming hot on the heels of the release of our book Intercom on Sales last month and Steli’s own book The 2020 Startup Sales Playbook this week. When not writing his sales handbook, he’s been overseeing the change from Close.io Short on time? We have so many customers around the world.

Weak Development Team 184

Weak Development Team Startups Customer Experience Reporting Tools 184

Mind the Product

SEPTEMBER 19, 2019

Just be sure to find one that suits your experience. There are some that cater for newbies trying to break into the field, whereas others cater for people with more experience. I also always recommend reading Marty Cagan’s Inspired: How to Create Tech Products Customers Love to see how top product companies work.

Feedback Software 125

Feedback Software Product Manager Product Management User Testing 125

BrainMates

APRIL 2, 2019

I have always been a perpetual beginner on the ski slopes, struggling to stay off my butt most of the time. This means being able to quantify the value we bring to both customers and our organisation. Some examples of leading indicators: Number of customer inquiries. Trial users. Quitting is not in my nature.

Product Manager 99

Product Manager Product Management Customer Experience Data Visualization 99

Sequent Learning

SEPTEMBER 4, 2019

Fundamentals of Product Management – For the Last Time. Still other times, I’m troubled by the actions taken by leaders in companies who direct efforts of product people that don’t directly benefit a customer or that promote decisions without strategic context. Tactics don’t get you over the finish line.

Customer Experience 63

Customer Experience Research Software Product Manager Product Management 63

Userpilot

JULY 13, 2021

Too often, they are conflated with product tours , leaving the customer confused as to why they are being shown features they don’t need. SaaS companies use walkthroughs to onboard new users, highlight secondary features , and train new staff. There are 3 main areas in which SaaS companies use walkthroughs: New user onboarding.

Analytic Tools 98

Analytic Tools Onboarding KPIs Customer Experience Data Visualization 98

Userpilot

AUGUST 19, 2024

This guide will introduce you to the best resources available for customer onboarding managers, providing you with a curated selection of valuable materials to enhance your skills and knowledge. Looking to enhance your customer onboarding process and drive product adoption? What does a customer onboarding manager do?

Onboarding KPIs 52

Onboarding KPIs Analytic Tools Feedback Software Research Software 52

The Product Coalition

OCTOBER 22, 2018

My talk from this year’s SaaStock conference in Dublin We had a great time as Silver sponsors at SaaStock 18 over in Dublin this year. Brilliant meeting so many new people and catching up with so many Receptive customers too. It was called: F Customer Feedback Video will be available soon too. I hope you like the catchy title.

User Testing 60

User Testing Feedback Software Customer Feedback User Friction 60

Userpilot

AUGUST 30, 2024

Starting a career as a customer onboarding manager requires understanding the key steps, skills, and experiences needed for success. In this article, we will outline the typical journey for customer onboarding managers, covering educational requirements, entry-level positions, potential advancements, and long-term opportunities.

Onboarding KPIs 52

Onboarding KPIs Analytic Tools Feedback Software Research Software 52

Userpilot

AUGUST 28, 2024

Understanding the salary range for customer onboarding managers is crucial whether you’re entering the field or looking to advance your career. TL;DR A customer onboarding manager is the person behind developing and implementing onboarding strategies to help SaaS customers move seamlessly from sign-up to effective product use.

Onboarding KPIs 52

Onboarding KPIs Analytic Tools Feedback Software Research Software 52

Agile Velocity

MAY 14, 2020

DevOps is the practice of software development (Dev) engineers and of IT operations (Ops) working together during a product’s entire lifecycle, from design through development to production support, in order to shorten the total lead time (from concept to cash) and to provide predictable delivery of high-quality products. And NOW” Sorry.

Feedback Software 98

Feedback Software Agile Analytic Tools Data Visualization 98

Intercom, Inc.

JULY 25, 2018

Short on time? Well conveniently it turns out they just build the exact thing customers need, exactly as we wanted it created. While this hasn’t happened to us at Intercom, I’ve seen it happen so many times from the sidelines that I’d be remiss to not mention it. And it’s usually your fault.

Onboarding KPIs 152

Onboarding KPIs User Testing Startups Vision 152

The Secret PM Handbook

AUGUST 22, 2016

I deal with: Customers – finding their problems and listening to their product feedback. Positioning and value propositions – what my product does for my segment, and why it’s a better solution than the competition. Roadmapping – how my solution will be shaped over time. My Selection Criteria.

Research Software 170

Research Software Feedback Software User Testing Product Manager 170

Product Innovation Educators

APRIL 10, 2023

The steps in ranking and valuing Jobs-to-be-Done—for product managers We have talked a few times about Jobs-to-be-Done in past episodes. It is a customer discovery tool for uncovering the unmet needs of customers—the tasks they want to complete or objectives they want to achieve. Often we interview users and influencers.

User Testing 91

User Testing Healthcare Product Research Artificial Inteligence 91

Userpilot

AUGUST 28, 2024

Embarking on a career as a customer onboarding manager involves a combination of education, skills development, and practical experience. This guide will provide you with a comprehensive overview of the path to becoming a successful customer onboarding manager. Looking into tools for customer onboarding managers?

Analytic Tools 52

Analytic Tools Feedback Software Research Software Data Visualization 52

Modus Create

JULY 21, 2020

The effort to implement Scaled Agile is significant; therefore organizations with 50+ users in multiple scrum teams are likely to see the best ROI, but only when those multiple scrum teams already operate under a real Agile framework and are comfortable doing so. Scaled Agile requires a significant investment in tools and people.

Agile 103

Agile Data Visualization Reporting Tools Research Software 103

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Reporting Tools 91

Reporting Tools Research Software Onboarding KPIs Data Visualization 91

Userpilot

MARCH 18, 2021

A successful customer retention strategy requires constant iteration and innovation to keep up with an ever-changing SaaS market environment. It’s also not like customer retention is the business of only one department. Why does retention management take so much time and effort? TL;DR- 13 Customer Retention Strategies.

Feedback Software 52

Feedback Software Research Software User Testing Customer Experience 52

Gainsight

MAY 3, 2022

Snagging one-time customers and walking away won’t cut it if you want your Product team to grow. Expansion revenue is money that your company generates from your current customer base. Some common examples include any revenue you earn from upselling, cross-selling, and securing upgrades from existing customers.

Customer Experience 52

Customer Experience Analytic Tools Data Visualization Customer Feedback 52

Mind the Product

SEPTEMBER 19, 2019

Just be sure to find one that suits your experience. There are some that cater for newbies trying to break into the field, whereas others cater for people with more experience. I also always recommend reading Marty Cagan’s Inspired: How to Create Tech Products Customers Love to see how top product companies work.

Feedback Software 88

Feedback Software Product Manager Product Management User Testing 88

Userpilot

AUGUST 28, 2024

TL;DR A product support specialist is a professional responsible for providing technical assistance and support to customers using a company’s products. In the SaaS industry, this role involves troubleshooting issues, guiding users through product features, and ensuring customer satisfaction by resolving their queries efficiently.

Analytic Tools 52

Analytic Tools Feedback Software Research Software Onboarding KPIs 52

Gainsight

NOVEMBER 10, 2021

With customers testing your product out right away and competition on the rise, delivering value is a must. Product improvements are essential to selling your product and keeping customers on board. . Positive user experience is paramount. The consumer’s experience is more important than ever.

Data Visualization 52

Data Visualization Analytic Tools Embedded Analytics Feedback Software 52

Lenny Rachitsky

APRIL 7, 2024

Brought to you by: • Orb —The flexible billing engine for modern pricing • Dovetail —Bring your customer into every decision • Vanta —Automate compliance. Claire has founded and managed two other companies, Pretty HQ and Experiment Engine, the latter of which Optimizely acquired in 2017.

User Testing 59

User Testing Customer Feedback Feedback Software Customer Experience 59

Mind the Product

JANUARY 10, 2017

As a product manager it’s not uncommon to feel pulled in a million different directions as you work to meet the needs of your customers, developers and company stakeholders. We meet at a regular time – which we block out in our calendars – specifically to sit and talk. I meet my business stakeholders once a week.

Research Software 84

Research Software Analytic Tools Data Visualization Reporting Tools 84

Userpilot

AUGUST 25, 2024

Embarking on a career as a product support specialist involves a combination of education, skills development, and practical experience. TL;DR A product support specialist is responsible for providing technical assistance and support to customers, troubleshooting issues, guiding users, and ensuring customer satisfaction in the SaaS industry.

Analytic Tools 52

Analytic Tools Feedback Software Research Software Data Visualization 52

The Product Cafe

JANUARY 18, 2024

There's no need to wait another year to make positive changes in our lives. Now is the perfect time to take action and start making those changes!✨ We've been following them for a long time and are really grateful for their unique insights. ✨ Even before this year started, our team was super busy.

Artificial Inteligence 52

Artificial Inteligence Technical Advisors Customer Experience User Testing 52

The Product Coalition

JANUARY 30, 2019

Now it’s time to become great. Like many professions I suspect, experience is wanted for just about every position out there. Like many professions I suspect, experience is wanted for just about every position out there. That you won’t find in the typical “PM handbook”. Importance of customer?).

Data Visualization 60

Data Visualization Customer Experience User Testing Customer Feedback 60

The Product Cafe

DECEMBER 12, 2023

Have you ever wondered why, despite listening intently to your customers and diligently building the features they ask for, your product still struggles to gain traction? The Product Death Cycle emerges when we build features based on customer feedback but still see low usage. 🤔 Are you building your product or your customers?

Product Research 52

Product Research User Testing Customer Feedback Customer Experience 52

Userpilot

APRIL 9, 2024

Do you need it to support customer or employee onboarding processes? TL;DR Onboarding platforms allow organizations to design personalized onboarding experiences that enable new users to realize the product value. What are the best onboarding platforms available on the market in 2024? This depends on your use case.

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Customer Communications 52

Gainsight

AUGUST 5, 2022

Imagine you are a Customer Success Manager (CSM), and you wonder what the future holds for you. You learned about other roles where your experience in CS can be a springboard for those positions. Let’s begin with what makes you unique as a customer success professional. Using data and playbooks to mitigate customer risks.

Reporting Tools 59

Reporting Tools Feedback Software Technical Advisors Data Visualization 59

Hutwork

MARCH 19, 2018

To learn about what’s new and relevant takes time and a little effort on your part. You will gain a whole new level of effectiveness and satisfaction, regardless of your experience to date. The Lean Product Playbook: How to Innovate with Minimum Viable Products and Rapid Customer Feedback. Click To Tweet. By Terri L.

Books 67

Books Research Software Feedback Software Weak Development Team 67

Bain Public

DECEMBER 14, 2021

Here are our top 11 best books to read as a product manager: The Making of a Manager: What to Do When Everyone Looks to You by Julie Zhuo This handbook is about the perfect book for those new to the job and want to learn how to become the manager you’ve always wanted. How do you ensure that you are improving it over time?

Books 52

Books Research Software Product Research Reporting Tools 52

Modus Create

DECEMBER 10, 2024

Larry advises companies not to deploy GenAI directly to customers without human oversight the potential consequences are too high, particularly for highly regulated industries like financial services, life sciences, and healthcare. We expect this trend to hold in 2025.

Reporting Tools 40

Reporting Tools Research Software Data Visualization Technical Advisors 40

Imaginary Cloud - Design

MAY 22, 2019

What I advise you to do is to focus on their common ground – the user and the experience – rather than on the title. Hannah Steele , a Scottish senior service designer at Spotless, has been focusing her work on customer experiences through service innovation. In this journey, UX design regards only a specific touch point.

Research Software 59

Research Software User Testing Weak Development Team Customer Experience 59

The Product Coalition

MARCH 23, 2018

Where SaaS companies get prioritization wrong and a new approach to get it right There are many ways to prioritize what makes it onto your SaaS product roadmap and most of them are incredibly time-consuming and only done by your product teams. We’ve recently done a lot of work on this topic including a webinar which you can access here.

Feedback Software 60

Feedback Software Research Software User Testing Product Research 60