The Product Coalition

FEBRUARY 9, 2021

some ideas and investments have outsized returns Focus Having a definite plan for the future There is no formula Last Mover advantage 3. Builds the case for outbound sales and provides an approach to put it into practice. Here are just a few: The Power Law?—?some The Profit Principle: Turn What You Know Into What You Do?—?Without

Books 187

Books User Testing Product Research Inbound 187

The Product Coalition

JULY 25, 2021

Growing your soft skills requires expanding your comfort zone, which means leaving your original comfort zone, which in turn isn’t comfortable by definition. Or how working on outbound product management would make them better inbound product managers. Even people with a developed growth mindset?—?ones

Weak Development Team 158

Weak Development Team Product Management Product Manager Outbound 158

Mind the Product

MARCH 7, 2019

I’ve found it particularly useful to check with customers which other software systems they use during initial discussions, and then to make it a part of the persona definition. Maintain Good Data Quality for Outbound Integrations. Prioritize Long-term Roadmaps Ahead of Quick Hacks. And APIs disappear, for minutes, for hours, forever.

Reporting Tools 187

Reporting Tools Data Visualization Customer Experience User Testing 187

Mironov Consulting

SEPTEMBER 22, 2020

have irreconcilable definitions of MVP. In fact, the most frequent definition I get from GTM execs is “something I can sell right now to selected customers for current revenue, instead of waiting another few quarters for a perfect product.” We spin up outbound marketing/support efforts too early.

Technical Advisors 142

Technical Advisors User Testing Weak Development Team Customer Experience 142

Intercom, Inc.

OCTOBER 9, 2018

A lot of our time and energy is spent trying to engage potential customers with outbound messaging. But all too often, emails can get lost in the deluge of prospects’ inboxes – particularly when so many outbound messages are requesting leads make room for a “15-minute call”, as our co-founder Des Traynor has pointed out.

Customer Experience 126

Customer Experience Outbound Messaging Definition 126

Userpilot

AUGUST 31, 2023

In-product customer acquisition channels allow you to acquire customers without any outbound marketing. Affiliate and referral programs: Expand your reach through word-of-mouth by implementing programs that incentivize current users or affiliates to refer new customers. It can be done through free trials, demos, and onboarding.

Research Software 110

Research Software Feedback Software Analytic Tools User Testing 110

The Product Coalition

MAY 9, 2023

With outbound enterprise sales, you need to reach out to many people to get some calls. PLG customers are the best Since we did do PLG and outbound sales in parallel for a while, we do still have some sales-won customers. I would definitely not recommend doing PLG without a strong product manager and UX designer.

User Testing 148

User Testing Feedback Software Analytic Tools Outbound 148

Intercom, Inc.

DECEMBER 20, 2018

Sujan: Mailshake is an outbound sales tool. But when you look at the last three months of your life, you can definitely list out things that come up. I might actually know the persona, and I know something’s going on where we can actually now do some outbound outreach.” Can you tell us what it is and why you started it?

Outbound 151

Outbound Customer Experience User Testing Data Visualization 151

Userpilot

MAY 19, 2021

These definitely play a role, but a study by SaaS Capital in 2020 found that one of the most influential factors is whether you are VC-backed or bootstrapped. Before we dive into some of our favorite channels out there in 2021, you should first take a look at choosing between inbound or outbound. SaaS Outbound Marketing.

Research Software 119

Research Software B2B User Testing Customer Experience 119

The Product Coalition

JULY 8, 2019

Everyone is hiring Product Marketing Managers (“PMMs”) and there is a great demand for expertise in this space, so read on for a strategic and tactical definition of “What is Product Marketing?”. We think these definitions are too one-dimensional because they’re focussed on products going TO the market. What is Product Marketing?

Data Visualization 60

Data Visualization Definition Product Marketing Onboarding KPIs 60

Intercom, Inc.

NOVEMBER 27, 2019

Last season, Stripe’s Jeanne DeWitt shared how the payment-processing company developed “the universe” – a giant database of companies they could target through outbound sales. Going East is definitely the area of focus in the future. Build your own universe of market opportunities. Directly to Asia and the Middle East.

Data Visualization 186

Data Visualization Reporting Tools Software Review User Testing 186

Intercom, Inc.

JULY 13, 2018

You can definitely invest in acquisition too early. Go to town on channels that you can turn on and off, like outbound or cold email or advertising. You don’t need to have this solved on day one of your business, but you need to have a plan as to how that’s going to happen. Brian Kotlyar, Director of Demand Generation, Intercom.

User Testing 156

User Testing Customer Experience Customer Feedback Strategy 156

Intercom, Inc.

NOVEMBER 7, 2019

Nico: Definitely. Nico: Definitely. But we also use new tools such as Intercom to gather intent from inbound leads, or to gather intent from outbound companies that come back to the website. The CIT send over accounts to inbound SCRs and outbound SCRs who are really at the tip of the spear. Nico: Oh yeah, definitely.

Feedback Software 162

Feedback Software Marketing User Testing Finance 162

Sachin Rekhi

AUGUST 6, 2015

The challenge I find most people have with coming up with a crisp target audience definition is that they've been trained by venture capitals to find the biggest total addressable market they can justify to make their startup seem like it's attacking a massive opportunity. Or to sell it through an outbound sales team?

User Testing 143

User Testing Document Product Marketing Marketing 143

Intercom, Inc.

APRIL 7, 2021

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. 85% of customer service teams now offer proactive help, in the form of things like in-app onboarding , outbound messaging , or notifications.

Onboarding KPIs 129

Onboarding KPIs Reporting Tools Customer Experience Data Visualization 129

Intercom, Inc.

APRIL 9, 2020

Dee: I totally agree, and I must say, compared to some of my friends, I’m definitely noticing that Intercom is brilliant for making sure those social interactions keep going between colleagues even though we’re not all in the same space. And we definitely won’t touch it over there.”.

User Testing 245

User Testing Customer Experience Customer Feedback Feedback Software 245

Mironov Consulting

DECEMBER 2, 2019

I’ve written and spoken extensively about how IMHO narrow Product Owner definitions don’t encourage successful commercial software products. And I plan on some intensive personal coaching/mentoring on experience-driven outbound work: Working together to defining outcomes versus output. 2] Narrow Scrum Product Owner ?

User Testing 80

User Testing Customer Experience Outbound Customer Feedback 80

Intercom, Inc.

MAY 31, 2018

blog , books on everything from product demos to outbound sales, and the Startup Chat podcast that he co-hosts with Hiten Shah. Steli is the CEO of Close.io , an inside sales CRM that helps startups and SMBs generate high-quality leads and close more deals. Above all, Steli believes the key to success in sales is qualifying leads well.

Reporting Tools 223

Reporting Tools User Testing Customer Experience Data Visualization 223

The Product Coalition

MARCH 23, 2018

One of his bits for which I have really become attached is when he discusses the definition of a Near Miss : I can’t help but be reminded of this hysterical bit of comedy, when I listen or read about those this concept of, “Inbound Marketing.” Definition… Debunked. You write blogs and PUBLISH them, you create forms and PUBLISH them.

Inbound 60

Inbound Marketing Outbound Customer Experience 60

Intercom, Inc.

JULY 29, 2021

And you definitely felt that. It’s something we definitely believe here in Intercom, we take the cookie approach where we start something with a minimum of our product, and then it changes as you put that in place, things will emerge that you never thought of in the first place. You felt how fast it was growing. And I got it.

Feedback Software 223

Feedback Software Reporting Tools Customer Experience Weak Development Team 223

The Product Coalition

MAY 10, 2019

Via distinct arrows, where thickness indicates number of navigations, user flows show you the inbound and outbound journeys for every screen and popup within your app. While this list is definitely not exhaustive, you’ll surely walk away with even more ideas of how to monitor and improve user journeys in your app. What is a user flow?

Analytic Tools 88

Analytic Tools Customer Experience Customer Feedback Inbound 88

Intercom, Inc.

AUGUST 1, 2019

Tara: You definitely had relevant expertise, but I really love that you made the transition from the traditional industry (on Wall Street) to tech. Michael: McDonald’s is probably everywhere, but we definitely remembered their “billion customers served,” and we had that counter. Tara: You’ve got me smiling here, yeah.

Strategy 36

Strategy Data Visualization Analytic Tools Startups 36

Dear Strategy

AUGUST 27, 2018

Inbound and Outbound Marketing. I should start this part of the answer by referring to an article that I wrote back in 2015 entitled, “Back In My Day…” or The Real Difference Between Inbound and Outbound Marketing. Well, three years on, I definitely appear to have lost the war on terminology, which is all well and good as it turns out.

Strategy 53

Strategy Outbound Inbound Marketing 53

Userpilot

SEPTEMBER 19, 2023

Top-down funnel Top-down funnels are usually built from a combination of outbound sales and account-based management. Because PLG funnels have a definitive end, they don’t account for any activation, engagement, or growth that should occur after the initial sale. After-sale blind spot.

Data Visualization 105

Data Visualization Analytic Tools Customer Experience Customer Feedback 105

Intercom, Inc.

DECEMBER 2, 2021

One podcast you definitely did not know we made is one called Engineer Chats , and that’s because it’s an internal podcast at Intercom. The team is responsible for our entire marketing / engage / outbound / surface area, and they own being successful within that. That is an ambiguous problem.

Engineering 178

Engineering Presentation Technical Review Systems Review 178

Brian Balfour

JULY 18, 2017

Let's return to the definition of Channel Model Fit, that channels are determined by your model, and look at why that is. Finally on the far right hand end of the spectrum you have very high ARPU businesses (6 to 7 figures) and therefore take advantage of very high CAC channels such as enterprise and outbound sales. CAC Spectrum.

User Testing 65

User Testing Outbound B2B Inbound 65

Userpilot

JANUARY 22, 2024

In contrast, sales-led companies are by definition high-touch, at least initially. To close deals, they rely on outbound tactics and personalized 2-way interactions between the sales team and the prospective customers. Growth models.

Analytic Tools 103

Analytic Tools Feedback Software User Testing Customer Feedback 103

Userpilot

SEPTEMBER 7, 2023

Touchpoints in a sales-led approach Initial outbound contact from sales reps Discovery calls Product demos Customized proposals Contract signing For product-led companies, the touchpoints start with the product, and users progress independently with little to zero contact with a human agent. Definitely not. You can thrive without one.

Analytic Tools 105

Analytic Tools Feedback Software Research Software User Testing 105

ProductPlan

MARCH 7, 2019

Engineering will focus on technical implications, while marketing will want to know how the product stacks up against the competition and what kinds of content and outbound activities they can plan around coming releases. Meanwhile, sales wants to know what new goodies they’ll be able to talk about to prospects.

Roadmap 84

Roadmap Technical Review Development Team Review Presentation 84

The Product Coalition

MARCH 16, 2019

I’ve found it particularly useful to check with customers which other software systems they use during initial discussions, and then to make it a part of the persona definition. If you can’t easily find customers who will use the new feature, then you should ask yourself whether it’s a good idea to build it.

Reporting Tools 68

Reporting Tools Data Visualization Customer Experience User Testing 68

Userpilot

FEBRUARY 4, 2022

The enterprise model: Succeeding with an enterprise sales model will require a sales team, outbound marketing, and enough capital runway to endure the long sales cycles. This SaaS sales model is often reserved for high-ticket, specialized software — and sales techniques often focus on outbound marketing rather than inbound marketing.

Feedback Software 98

Feedback Software Research Software Reporting Tools Onboarding KPIs 98

Userpilot

JUNE 24, 2024

Let’s explore the definition and importance of CCM, its current trends, and the best practices for your customer communication strategies. It involves the design, deployment, and monitoring of inbound and outbound communications, ensuring they are consistent, personalized, and effective across all platforms.

Customer Communications 59

Customer Communications Analytic Tools Feedback Software Research Software 59

The Product Coalition

JULY 22, 2019

We were using it to manage clients, including interactions both inbound and outbound. This was definitely not the easy solution. If you are familiar with Salesforce, you may be familiar with this scenario. If you are not familiar, Salesforce is a pretty powerful client relationship management tool.

Customer Experience 60

Customer Experience Data Visualization Outbound Inbound 60

Intercom, Inc.

NOVEMBER 5, 2019

Dave: So, segmentation definitely plays a part of it? As a Series A business, we have teams in Sydney, Dublin, and LA, and a mixture of inbound and outbound now. It depends on your definition of a salesperson, but, ultimately, salespeople don’t generate demand. Derek: Oh, absolutely. Patrick: Absolutely true.

Research Software 139

Research Software User Testing Analytic Tools Reporting Tools 139

Andrew Chen

MARCH 18, 2019

Active user definitions that are complicated (must have visited 3 sessions in the last week, and done one action out of a list of 5). Stay outbound. That’s how you will make your ad spend decisions. Any misleading ratios where the denominator and numerator are totally non-obvious. Stick to actives, please.

User Testing 94

User Testing Data Visualization Customer Experience Customer Feedback 94

Userpilot

APRIL 30, 2020

As for what product-led growth is, let’s consult OpenView —the team responsible for coining the term and ironing out its definition: “Product Led Growth (PLG) is a go-to-market strategy that relies on product usage as the primary driver of acquisition, conversion and expansion.”.

Reporting Tools 99

Reporting Tools Feedback Software Onboarding KPIs Customer Experience 99

Gainsight

JANUARY 18, 2021

But in a recent webinar, Chris Battles, Chief Product Officer at Zuora, presented him with a view and definition of Product rarely heard. He believes his job entails everything outbound through product marketing into the field organization. Nick noted this was a broader definition of Product than people started with years ago.

Technical Review 52

Technical Review Research Software User Testing Product Research 52