Intercom, Inc.

JUNE 8, 2021

Not too long ago, customer support was viewed as a cost center, not a value driver. It was seen as a necessary part of a business, but not something that drove revenue or influenced customers’ buying decisions. Study after study shows how important a great customer experience is to today’s consumers. That time is over.

Reporting Tools 222

Reporting Tools Technical Review Data Visualization Research Software 222

Intercom, Inc.

JULY 31, 2018

It’s rare that one product manages to solve all of your needs or the needs of your customers – no matter how extensive or well designed it is. That’s why, today, we are excited to make several announcements for our partners, developers and above all, our customers. Each product used is only one tool of many at our disposal.

Feedback Software 106

Feedback Software User Testing Customer Feedback Data Visualization 106

Userpilot

AUGUST 23, 2023

A good grasp of the customer value chain is essential to product-led growth. Having a clear idea of how your solution adds value to your customers’ lives is the only way you’ll be able to clearly communicate the core benefits and get your value proposition across. What is the customer value chain concept?

User Testing 98

User Testing Customer Feedback Feedback Software Customer Experience 98

Intercom, Inc.

NOVEMBER 28, 2018

The good news, particularly if you’re just getting started, is that you really only need two things: a framework for evaluating new tools and a few recommendations to kick off your search. Simple frameworks for choosing your sales tools. Customer relationship management (CRM) tools. The six types of sales tools.

Data Visualization 192

Data Visualization Analytic Tools Research Software Feedback Software 192

Userpilot

JANUARY 22, 2024

What are the most common customer success models? What factors should you consider when choosing one for your SaaS business to provide the best assistance to your customer ? TL;DR Customer success models are frameworks that help organizations ensure that customers can use their products effectively to realize their goals.

Analytic Tools 103

Analytic Tools Feedback Software User Testing Customer Feedback 103

Intercom, Inc.

NOVEMBER 20, 2018

This makes sense given the likely resource constraints and the value to be gained from getting in front of customers from day one. As Jason Lemkin puts it , “The CEO/founder should close at least the first 10 (or 20 or whatever) customers. What matters is that somehow, someway, you still get those 10 paying customers closed.”.

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

Intercom, Inc.

AUGUST 17, 2021

For years, customer support was seen as a cost center, not a value driver – a necessary response to inevitable customer questions or frustrations. But now that customer experience has become a critical differentiator for modern consumers, this reactive approach to customer support is no longer good enough.

Data Visualization 156

Data Visualization Inbound User Friction Customer Experience 156

Intercom, Inc.

AUGUST 27, 2018

Whether you’re dealing with an inbound or outbound lead, this is a softball question that helps uncover your prospect’s motivations for checking out your product. If it’s an outbound lead, I ask, “Was there something specific in my outreach that piqued your interest?”. What initially piqued your interest?

Product Research 150

Product Research Outbound Inbound User Testing 150

Intercom, Inc.

APRIL 7, 2021

The wider global business scene is finally realizing what many successful companies have known for quite some time now: customer support is the face of your company. Investing in the quality of your customer support experience is one of the most powerful ways to grow your company, but every company’s definition of “quality” is different.

Onboarding KPIs 129

Onboarding KPIs Reporting Tools Customer Experience Data Visualization 129

Intercom, Inc.

NOVEMBER 27, 2019

Moving downmarket: Offer self-serve options for individual users. Moving upmarket: Court enterprise customers. Unsurprisingly, the thought of having to rethink all your customer touchpoints tends to inspire trepidation, not excitement. Product expansion: Design compelling standalone products, not features.

Data Visualization 186

Data Visualization Reporting Tools Software Review User Testing 186

Userpilot

OCTOBER 25, 2022

In the article, we’re looking at the responsibilities of strategic product managers and how they can use data effectively to shape product strategy and deliver delightful experiences to users! Product managers need to plan the timing, how to measure launch success , and how to make sure their first-time user experience is satisfying.

Product Research 98

Product Research User Testing Customer Feedback Research Software 98

Intercom, Inc.

JULY 29, 2021

We recently sat down with Mark to chat about onboarding in a hypergrowth environment, how that strategy played as the pandemic unfolded, and why taking care of your team is actually the best way to take great care of your customers. If you skip the people, who looks after your customers?“. Onboarding, but make it remote.

Feedback Software 223

Feedback Software Reporting Tools Customer Experience Weak Development Team 223

Userpilot

MAY 19, 2021

The first thing you need to know to craft a successful marketing plan is…what your users “hire” your product for. Knowing your users’ JTBD and your product’s competitive edge is the first step to creating highly persuasive marketing assets. SaaS Outbound Marketing. With outbound marketing, you’re more proactive.

Research Software 119

Research Software B2B User Testing Customer Experience 119

Userpilot

SEPTEMBER 19, 2023

The simple answer is that it combines product management , customer acquisition, and customer success into a unified product-led growth collective that your sales teams and the entire company can get behind. A product-led growth funnel is a framework for visualizing the process by which your product converts prospects into customers.

Data Visualization 105

Data Visualization Analytic Tools Customer Experience Customer Feedback 105

Intercom, Inc.

JULY 19, 2021

It’s clearer than ever that customers (and businesses) prefer conversational support. It’s quick, efficient, and personal, meaning that customers can get the answers they need, where and when they need them. Conversational support is the modern way to resolve customer questions through a digital-first, messaging-based interaction.

Weak Development Team 129

Weak Development Team Reporting Tools Research Software Feedback Software 129

Intercom, Inc.

OCTOBER 27, 2021

With increasing conversation volumes and mounting customer expectations, support teams need a way to ruthlessly optimize their support strategy for maximum efficiency and CSAT. Or maybe it involved jumping between disconnected tools and manually entering data into spreadsheets to cobble together “meaningful” insights.

Data Visualization 138

Data Visualization Reporting Tools Strategy Inbound 138

Userpilot

JULY 4, 2023

Build an MVP to let a small user base test out your product and provide feedback to perfect key features , messaging , and positioning. Use popular platforms like Product Hunt to launch your product to get new users. Continue to collect customer feedback to make small iterations on a handful of users to perfect your product.

Feedback Software 98

Feedback Software Analytic Tools Research Software User Testing 98

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. Four years later, and as the company moves decidedly upmarket with their customer base, it’s adapting its sales cycles to cater for bigger clients.

Feedback Software 162

Feedback Software Marketing User Testing Finance 162

Userpilot

FEBRUARY 25, 2021

Creative email strategies and other outbound hacks, and of course, this playbook wouldn’t be complete without Product-led growth frameworks that have led to double-digit ARR growth rates. Outbound vs. Inbound. Inbound and Outbound Success Stories. SaaS Marketing Playbook Table of Contents. Content Marketing.

Research Software 91

Research Software User Testing Outbound Marketing 91

Userpilot

AUGUST 15, 2024

In this article, we’ll dive into the core principles of Ben’s approach, giving you a preview of the actionable insights you’ll gain from his talk. PLG relies on the product itself as the primary driver for customer acquisition , conversion, and MRR expansion. Reducing the need for traditional sales efforts.

Customer Experience 105

Customer Experience User Testing Data Visualization Analytic Tools 105

The Product Coalition

FEBRUARY 12, 2018

StepShot Guides, is a new product we’ve launched just in October 2017 and it’s targeted to the individual users. StepShot produces manuals and reference guides for clients, customers, and employees in just minutes, not hours. from the actual problem our first customer wanted to solve. How are your customers using StepShot?

User Testing 68

User Testing Customer Feedback Customer Experience Reporting Tools 68

Intercom, Inc.

APRIL 18, 2019

Prospective customers have to be educated. Anthony Kennada , the Chief Marketing Officer at Gainsight , has helped navigate these tricky waters and put the Customer Success category on the map. Over the past four years, the number of Customer Success Managers (CSMs) in the industry has increased 400%. Investors might not get it.

Outbound 112

Outbound Customer Experience Education Airlines 112

Intercom, Inc.

MARCH 17, 2022

Customer success, support, and sales teams can be great allies in providing good insights or helping make higher-quality decisions. It’s having a special set of expertise that lets you connect with the customers out in the world and think both about your product, and more broadly, about the challenges of that particular role.

Analytic Tools 151

Analytic Tools Research Software Data Visualization Customer Experience 151

BrainMates

SEPTEMBER 4, 2023

Product-led growth is a go-to-market strategy that relies on using your product as the primary vehicle to acquire, activate, and retain customers. It’s a strategy that puts the product at the forefront of your growth efforts, leveraging its value to acquire, activate, and retain customers. Would users have influence?

Data Visualization 52

Data Visualization Onboarding KPIs Customer Experience Customer Feedback 52

Product Bookshelf

FEBRUARY 21, 2017

Although some growth tactics are specific to outbound marketing, many are directly tied to the product. The GitHub business model was apparently based on direct customer requests for private repositories. ” The LinkedIn case study has an important insights on growth from Elliot Shmukler.

Data Visualization 48

Data Visualization User Testing Onboarding KPIs Product Research 48

Bain Public

JANUARY 11, 2022

High-Level Strategic Baseline A high-level strategic baseline is a frequently revised document discovered collectively with leadership that covers the key foundational elements to steer growth, innovation and help stay abreast of changes in the market, industry, customers and competitors. The Enablement Team Next, we have the enablement team.

Onboarding KPIs 52

Onboarding KPIs Weak Development Team User Friction Customer Experience 52

Bain Public

JANUARY 10, 2023

The sales team is going to take esoteric features that are being requested by people that are prospects, they're not even actual customers, but their feedback somehow is going to have more value than the actual customers themselves. Customers are loving it. The marketing team is going to look at the competition.

Roadmap 52

Roadmap Customer Experience Outbound Leadership 52

Intercom, Inc.

NOVEMBER 17, 2022

I knew that my product was only going to have ROI for my customers if they were willing to do that. Liam: You mentioned the first three customers who signed up, but how do you go about finding them? When an SDR is with someone on the phone, especially outbound, and they are interested in doing a demo, they need to seize the moment.

User Friction 118

User Friction Customer Experience Weak Development Team Travel 118

PMLesson's Ace the PM Interview

OCTOBER 30, 2019

As a PM, you’re not the expert in how the technology works or how to market it, but instead why it must be built, what jobs it solves for the user, and why it’s the most important thing for you and the team to work on given the constraints. Going into Tesla, I wanted to learn the frameworks and workflows I realized I was missing at Timber.

Engineering 45

Engineering Feedback Software Product Management Product Manager 45