ProductPlan

AUGUST 1, 2019

In a world where advertising-supported products, SaaS products with monthly renewals, and free trials are de rigueur, customers don’t have nearly as much incentive to stick around as they used to. Customer loyalty isn’t built in a day. Customer loyalty is a team effort.

Customer Experience 76

Customer Experience Onboarding KPIs Analytic Tools Data Visualization 76

Mind the Product

NOVEMBER 30, 2017

The GDPR will also apply to countries outside the EU who have customers within the EU. TalkTalk was fined £400,000 in 2016 for failing to have appropriate technical and organisational measures in place to secure its customers’ personal data, and for keeping their personal data for longer than necessary. The right of access.

Data Visualization 121

Data Visualization Technical Review Reporting Tools Technical Advisors 121

Mironov Consulting

OCTOBER 19, 2022

 Customers and support teams often identify things that don’t work the way they like… tagged as bugs even if the system is behaving as intended.  Product  Product managers and engineers have long arguments about whether (and how) to fix something that doesn’t excite users.  But

Weak Development Team 129

Weak Development Team Software Review Systems Review Technical Review 129

Userpilot

JUNE 23, 2024

A surefire way to improve engagement and retention is to focus on solving customer problems. Think about it – what would you do if you needed help but all you got was an incredibly unhelpful customer service agent? That’s what this guide is for, outlining frequent customer service issues and their solutions.

Customer Experience 52

Customer Experience User Testing Feedback Software Customer Feedback 52

Gainsight

DECEMBER 21, 2022

But here goes nothing … here are 10 Customer Success (CS) predictions for 2023 by Nick Mehta, CEO of Gainsight. Customers will scrutinize outcomes and value more, making CS critical for retention. They will start applying digital strategies even to high-touch motions, freeing up time for higher-value activities.

Data Visualization 52

Data Visualization Customer Experience Support Training Document 52

Centercode

AUGUST 7, 2020

You need thorough test coverage before release — that is, you need to see how your product’s features and functions perform with real customers in their actual environments. Taking shortcuts and cutting corners leads to unpleasant surprises down the road in the form of low star ratings, skyrocketing support costs, and hundreds of RMAs.

User Testing 78

User Testing Product Research Reporting Tools Testing 78

The Product Coalition

MARCH 6, 2019

Having had experience developing and launching B2B and B2C products, it made me think about the differences between these two different product categories. #1 Whereas B2C products cannot be customized for your 100+ or 10000+ end customer base. How are consumer and enterprise products intrinsically different?

B2C 60

B2C B2B Customer Experience Enterprise 60

Gainsight

OCTOBER 31, 2018

And in my experience in business, the shades of gray between these categories are still lost on many people. I can think of at least three customers that we lost because of this feature.”. I think this question of causation or correlation is super relevant as the industry analyzes the impact of Customer Success.

User Testing 61

User Testing Customer Experience Support Training Product Research 61

The Product Coalition

NOVEMBER 14, 2018

Since I started my full time career, I’ve been able to attend a number of these meetups, where both current and aspiring PMs meet together to share knowledge and insights. For me, it’s a great way to network with PMs from different companies and learn from their experiences while also giving back and sharing my own. And I get it.

Product Manager 60

Product Manager Product Management User Testing Finance 60

Johanna Rothman

SEPTEMBER 28, 2018

The senior manager has P&L (Profit and Loss) responsibility for the entire product line, including Product Management (for this product line), Customer Support, Training, etc. In my experience, functional management requires more managers. And, we had Marketing and Customer Support people close to us.

Weak Development Team 65

Weak Development Team Agile Support Training Finance 65

Intercom, Inc.

OCTOBER 10, 2018

This is even more true in a customer support conversation, so getting your company’s tone just right is incredibly important. Once you’ve figured out how you speak to your customers , the next challenge is getting your team aligned for a consistent experience. This shouldn’t have come as a surprise. How do we do it now?

Framework 191

Framework Customer Experience Systems Review Support Training 191

Gainsight

AUGUST 24, 2020

Just a week earlier, David Sakamoto , Vice President of Customer Success at GitLab, had a similar thought from the “post-sales” perspective: I’ve written about this quandary in the past. What does a leader of Customer Success, Professional Services, Support, Training, etc. use as a title ? What’s In a Name?

Technical Review 64

Technical Review Customer Experience Software Review Support Training 64