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. Discovering unmet customer needs, pain points, and desires—AKA opportunities. The opportunities represent customer value.

Generative AI 296

Generative AI Product Research Feedback Software Analytic Tools 296

Userpilot

JULY 16, 2024

Are you a SaaS product manager in search of product differentiation examples to inspire your differentiation strategy? In this article, we’ll explore the types of product differentiation strategies and go over cases of real-world brands that have used these strategies to drive product growth.

Differentiation 111

Differentiation Analytic Tools Research Software Feedback Software 111

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Understand how customer expectations are changing.

User Testing 222

User Testing Reporting Tools Customer Feedback Customer Experience 222

Product Talk

DECEMBER 6, 2023

Why does the outcome focus on business value and not customer value? Why can’t you just generate opportunities from what you know about your customers? How do you represent customer segments on an opportunity solution tree? What if you are being asked to deliver more than one outcome? How do you find opportunities?

Data Visualization 316

Data Visualization Product Research Analytic Tools Research Software 316

Intercom, Inc.

APRIL 26, 2022

Yes, product and pricing are still important ingredients – but, a great customer experience is the secret sauce (chef’s kiss). Here are 5 ways e-commerce companies can improve their customer experience: Act on customer feedback. Maintain an omnichannel customer experience. Prioritize meaningful customer engagement.

Customer Experience 219

Customer Experience User Testing Customer Feedback Feedback Software 219

The Product Guy

SEPTEMBER 12, 2017

Whether you consider your user base in light of market research or user research, both of these kinds of researchers use the patterns they discover to form personas. User personas stand in for users throughout the design of your product. Each one has at least one goal and at least one pain point.

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Research Software User Testing Analytic Tools Product Research 273

Product Innovation Educators

SEPTEMBER 2, 2024

It guides product managers through the complex landscape of what customers need, want, and how they behave. It’s important because it helps uncover what customers need and want, even if they don’t know it themselves. These sessions could reveal unexpected pain points in current tools and spark ideas for innovative features.

User Testing 280

User Testing Product Research Market Research Research Software 280

Intercom, Inc.

NOVEMBER 21, 2019

One of our mantras here at Intercom is that customer retention is the new conversion. In an era when more and more businesses adopt a subscription model, strong customer retention is the key to sustainable long-term growth and requires a laser-like focus. . How Jobs-to-be-Done unlocks customer empathy.

Customer Experience 34

Customer Experience User Testing Customer Feedback User Friction 34

The Product Coalition

MARCH 24, 2021

Innovators have to build first reference customers in the mainstream market to prove having a promising business model and a compelling offering. Starting with a niche market ensures focusing on a very specific customer problem and probably little to no competition. As we do not have yet data available from live customers?—?or

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User Testing Research Software User Friction Customer Experience 149

The Product Guy

MARCH 16, 2018

What are your customers’ needs? Focus on core customers and their needs – It sounds so simple and trite but I learned that customers and their needs can be quickly forgotten or deferred as operational activities, organizational changes, cross-functional agendas and other distractions arise on a day-to-day basis.

Product Strategy 246

Product Strategy Strategy Reporting Tools Feedback Software 246

Product Talk

SEPTEMBER 20, 2023

And while opportunity solution trees have become increasingly common among product teams, there’s still plenty of room for customization, both in the way you set up your trees and the tools you use to build them. It felt like 10+ years of experience, from customer development to Jobs Theory all in one actionable package.

Data Visualization 289

Data Visualization Analytic Tools Research Software Product Research 289

Userpilot

AUGUST 30, 2024

According to Gartner , companies that properly use customer journey maps are twice as likely to outperform their competitors that don’t. But to unlock such effective results, first, you need to know how to create impactful maps—which is what these 8 customer journey map examples are for. Creating user personas.

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User Friction Data Visualization User Testing Customer Feedback 105

Mind the Product

JULY 29, 2019

This caused product innovation to be a low priority and the quality of the customer experience to stagnate. Meanwhile, user experiences elsewhere have advanced rapidly through new technologies and improved product practices. More rules and regulations were put in place with banks facing heavy fines for breaches in compliance.

Banking 90

Banking User Testing User Friction Differentiation 90

Usersnap

FEBRUARY 24, 2025

The key isnt just understanding users but unlocking insights that lead to solutions they cant live without. Product discovery is critical in identifying workflows, pain points, and user goals that shape successful products. Common Pitfalls Rushing into solutions without exploring user needs derails discovery.

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Product Research User Testing Customer Feedback Customer Experience 52

Userpilot

AUGUST 30, 2024

Customer insights enable SaaS teams to understand them better and build products that satisfy their genuine needs. From the article, you’ll learn about different kinds of customer insights (from product analytics and only) and the benefits of gathering them. Let’s dive right in! Book the demo to find out how!

Data Visualization 105

Data Visualization Customer Feedback User Testing Analytic Tools 105

Sachin Rekhi

AUGUST 16, 2015

When it comes to customer validation, the most important piece of advice I can give you is exactly what Steve Blank has been prescribing all along: to get out of the building and talk to potential customers and eventually actual customers leveraging your MVP or later product iterations. Customer Validation Process.

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User Testing User Friction Customer Feedback Product Marketing 132

Userpilot

JULY 9, 2024

What is a customer experience management strategy? We also share best practices for product teams seeking to optimize their strategies and enhance customer engagement throughout their journey with the product. Implement tactics to enhance customer experiences at various touchpoints. Why is it important? How to create it?

Customer Experience 111

Customer Experience User Testing Research Software Analytic Tools 111

Alchemer Mobile

SEPTEMBER 3, 2020

The data used throughout this post is from anonymized, US-based Apptentive customers’ iOS apps. Almost all of our customers’ apps have experienced a significant change in their DAU due to COVID-19. Here are our top recommendations for Travel and Hospitality brands at this time: Focus on reducing customer churn and boosting loyalty.

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Travel Feedback Software Research Software Data Visualization 246

Product Management University

SEPTEMBER 18, 2024

The Solutions Value Chain is a framework that helps you uncover real, strategic value for your customers—from the top of their organization all the way down to the people in the trenches doing the day-to-day work. Of course, every product company wants users to love their products—no surprise there. What is The Solutions Value Chain?

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Framework User Friction Customer Experience Product Research 130

Product Management Unpacked

MAY 13, 2020

This approach not only gave the brand man — eventually the brand manager — ownership of a given brand, but it also allowed P&G to better differentiate the various brands in its portfolio. Armed with this insight, he would create and implement a plan that would rectify consumer pain points, aiming for the greatest return on investment.

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Reporting Tools Research Software User Testing Technical Review 173

Product Management University

OCTOBER 16, 2023

Even more strategic when customers use both, right? Beyond a healthier balance sheet, why do your target customers care about cash flow relative to their big picture strategy? This is what differentiates you more than anything. 80% of your value story is built around things customers do and why they do it, not your products.

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Positioning Product Research User Friction Differentiation 147

Mind the Product

APRIL 27, 2017

Different written and visual methods can be used to detail problems that target user experience as pain points. A separate set of both written and visual techniques can be used to define solutions that should be implemented in software to address the pain points. Focus on Core Problems. Written Methods.

Framework 159

Framework User Testing Research Software Feedback Software 159

Userpilot

APRIL 30, 2024

Customer feedback can be a goldmine of valuable insights for SaaS companies seeking growth. TL;DR Meagan Glenn, Senior Program Manager (Success and Product) at Lavender, shares valuable insights on leveraging customer feedback in an interview with Userpilot. Customer feedback should come in daily from various sources.

User Testing 104

User Testing Customer Feedback Feedback Software Data Visualization 104

Intercom, Inc.

OCTOBER 22, 2020

Today, numerous studies echo this sentiment: a recent report from Forrester found that brands with a superior customer experience bring in 5.7 And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. times more revenue than their competitors.

Data Visualization 218

Data Visualization Reporting Tools Customer Experience Customer Feedback 218

Userpilot

SEPTEMBER 14, 2023

What customer discovery questions should product managers ask to accurately identify the unsatisfied needs of potential customers and validate ideas? TL;DR Customer discovery questions enable product teams to better understand customer needs and problems so that they can build products that the potential customer truly needs.

Product Research 103

Product Research Customer Feedback Data Visualization User Testing 103

The Product Coalition

SEPTEMBER 4, 2023

This spotlight represents your active customers who are reaching out with their feedback and requests. And customer requests are easy to pay attention to; for any mature company, there will be plenty of them. The problem with spotlight vision is that it can lead to a skewed understanding of the customer base as a whole.

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User Testing Customer Feedback Vision Customer Experience 140

The Product Coalition

AUGUST 3, 2023

Here’s an example template for crafting an effective vision statement: “To [solve a problem] for [target users] by providing [unique value proposition] , leading to [positive impact or transformation] within [timeframe].” Let’s break down each element: The Problem: Clearly state the problem or pain point your product aims to solve.

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Vision Product Research User Testing Roadmap 141

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

Userpilot

FEBRUARY 25, 2024

Using a product with a lot of customer friction is like wearing uncomfortable shoes. In the article, we show you how to identify and reduce customer friction in your SaaS product to boost product engagement. TL;DR Customer friction is the obstacles that customers face on their journey with the product.

Data Visualization 104

Data Visualization Analytic Tools Research Software User Friction 104

Userpilot

NOVEMBER 30, 2023

TL;DR Market gaps are the disparities between what customers need and want , and what the market can deliver. A market gap can be caused by missing functionality or poor user experience. Your colleagues, especially customer-facing ones, can offer valuable insights into unmet user needs and shifts in the markets.

User Testing 105

User Testing Data Visualization Feedback Software Research Software 105

Mind the Product

OCTOBER 11, 2019

Step 1: Understand why Your Customers use Your Product. Sean Ellis’ survey to discover if you’ve hit product/market fit is a great way to understand your customers. It tells you the value your customers get from your product and which aspect of your product is key to them. How do you differentiate a soap’s messaging?

Positioning 150

Positioning User Testing Product Research Data Visualization 150

Sachin Rekhi

JUNE 20, 2016

While these specific product roles rarely have differentiated titles or formal separate requirements, savvy hiring managers are certainly looking for product managers with specific skill-sets and passion areas depending on the specific product stage and challenges they are solving for.

User Testing 167

User Testing Customer Experience Product Research Analytic Tools 167

UX Planet

FEBRUARY 22, 2024

5-step process The Jobs to Be Done (JTBD) is a powerful tool in product design that helps teams focus on understanding the needs and objectives of their customers rather than just the product itself. Identify Customer Jobs You need to identify and articulate the tasks customers are trying to accomplish when using a product or service.

Product Research 111

Product Research User Testing User Friction Customer Feedback 111

Intercom, Inc.

MARCH 22, 2022

This ability to shift models, create product lines, and push them out to customers rapidly has changed everything. Which makes customer experience (CX) the most important differentiator and success factor your business has. So, let me cut right to the point. The future of customer experience is engagement.

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Customer Communications Customer Experience Customer Feedback User Friction 129

Innovatemap

MARCH 23, 2025

Through our work, we see firsthand how founders navigate the complexities of scalingbalancing product development, customer acquisition and investor expectations. With insights from some of the smartest leaders we know in New York City, we discussed the realities of building, funding and differentiating in todays competitive market.

Customer Feedback 52

Customer Feedback Feedback Software User Testing User Friction 52

Intercom, Inc.

JUNE 14, 2022

Customer relationship management (CRM) is a strategy and methodology that revolves around using data and feedback to build authentic, meaningful relationships with prospects and customers, keeping them connected and loyal to your company. What is customer relationship marketing? .

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Reporting Tools Feedback Software User Testing Data Visualization 118

Userpilot

SEPTEMBER 4, 2023

In today's PLG-driven world, SaaS companies must deliver seamless customer experiences to survive and thrive. Customer journey optimization has emerged as a strategic imperative for companies seeking to boost customer satisfaction, retention, and lifetime value. Register here for FREE!

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Data Visualization User Testing Analytic Tools Customer Feedback 98