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Customer care in a crisis: How support teams are navigating shifts in volume, wait times, and CSAT

Intercom, Inc.

Below, we share how the outbreak has impacted three key support metrics – inbound volume, wait times, and CSAT scores – and advice from respected leaders on how to continue caring for your customers in a crisis. Inbound volume is spiking for half of support teams. The increased volume is affecting businesses of all types.

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How do market researchers add experimentation to drive better business outcomes?

DISQO

Whereas many organizations have deep and meaningful expertise doing large-scale market research, their findings are hitting critical limitations. As someone who did market research for a decade, the last half while at Toyota, I saw this first-hand. Make small bets, via experimentation.

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The Ultimate Guide to Effective Product Market Research in SaaS

Userpilot

Product market research is essential for comprehending your customer base, competition, and the prevailing trends within the industry. Conducting effective market research guarantees that your products are aligned with the marketplace and fulfill the needs of customers. What is primary market research?

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What is Marketing Research? Examples and Best Practices

Userpilot

Marketing research is essentially a method utilized by companies to collect valuable information regarding their target market. Through the common practice of conducting market research, companies gather essential information that enables them to make informed decisions and develop products that resonate with consumers.

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9 essential sales steps you need to grow your SaaS startup

Intercom, Inc.

Again the goal here is to treat this stage of the process as primary market research. Identify a market specific methodology. For many B2B SaaS companies, inbound marketing represents a cornerstone of all marketing activity. How do they describe the category? What features are most appealing?

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What is Competitive Analysis? [Example + Templates]

Userpilot

A thorough competitive analysis report includes an executive summary, company overview, product/service analysis, marketing/sales analysis, SWOT analysis, and conclusions/recommendations. Identify direct and indirect competitors via market research to better position your product. Asana focuses on inbound marketing and webinars.

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The Activities of a Strategic Product Manager

ProductPlan

Try these inbound/outbound efforts exercise by dividing your PM activities into either an “inbound effort” or “outbound effort” bucket. Common inbound effort activities include: Setting the vision. Market research. How do you know if you are spending enough time on strategy? Product planning. Product planning.