User Pilot

MAY 20, 2024

To design an effective SaaS customer experience, you need to remove the barriers that prevent users from realizing the value of your product. Let’s explore the ins and outs of what makes a frictionless customer experience and look at 10 insightful strategies. Deliver proactive customer service by using analytics to prevent issues.

Software Review 87

Software Review SaaS Churn Engagement 87

SaaStr

JANUARY 24, 2024

So, Dini came in, looked at the data around churn and usage, talked to customers, defined and narrowed Lattice’s core ICP, and made a few changes: They put a minimum in place not to sell to anyone under $4k. Lattice had limited resources and a small team, which meant they needed to focus in. In the early days, you have to.

Scale 236

Scale Sales Hiring Scaling Revenue 236

Intercom, Inc.

MAY 31, 2022

CX for Growth is a webinar series hosted by the Startups team at Intercom, a casual, interview-style monthly session featuring special guests and exploring customer experience topics that help to drive growth in your business. How to bake in a process and culture of customer feedback. Scalable customer feedback approaches.

Underperforming Technical Team 210

Underperforming Technical Team Interviewing Construction Scaling 210

User Pilot

MAY 30, 2024

Keep reading to discover his invaluable insights about aligning PMs and PMMs for product success. Project management software, visual collaboration tools, roadmap software, shared Slack channels, and customer feedback and analytics tools can facilitate collaboration between PMs and PMMs. Book a demo to learn more.

Product Marketing 76

Product Marketing Interviewing Management Scale 76

SaaStr

JANUARY 3, 2023

How customers come into the sales funnel, when, where, and how they’re engaged are becoming increasingly digitalized. 1 in 2 buyers are the researchers who inform decisions . 1 in 2 buyers are the researchers who inform decisions . Now, the product is the funnel and an integral part of the customers’ evaluation experience.

Enterprise 236

Enterprise Sales Sales Funnel Compensation 236

SaaStr

MAY 9, 2023

From day one, it’s critical to drive results to impress your investors, acquire customers, and set your sales team up for success. Dave Kellogg –– Independent Consultant, EIR at Balderton Capital, and author of the Kellblog –– knows a thing or two about successful sales. They ask thoughtful follow-up questions.

Sales 264

Sales B2B Consulting Investment 264

Stax

MAY 30, 2024

The software allows managers to view and modify work schedules, orders, inventory, invoices, customer account records, and other records in the database. If you own a company that provides field installation, maintenance, repair, or removal services, you know there are many variables that determine success. Who needs my service?

Payment Solutions 88

Payment Solutions Payment Services Merchant Services SaaS Payments 88

SaaStr

DECEMBER 22, 2021

You can have a pure PLG model where the product does sell itself—the buyer can dive into the product, experience it with someone they know, and unknowingly make a customer out of that person. Behind that viral product are a ton of market and customer research, a massive research and development team and budget, and a dedicated community.

Engineering 238

Engineering Marketing Sales Systems Review 238

SaaStr

NOVEMBER 8, 2021

Example Referenceable Slide + Full Deck : The flagship deck from Battery Ventures’ recent OpenCloud event is an equally authoritative and durable resource. And are very aligned with OpenView’s research on usage-based pricing. Additional Resources: SaaStr Annual 2021 Sessions Worth Studying. Full YouTube Session.

Scale 316

Scale Cloud Forecasting Pricing 316

Intercom, Inc.

MAY 26, 2022

First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. . What is a good FCR rate? .

Customer Support 210

Customer Support Metrics Churn Communication 210

User Pilot

DECEMBER 15, 2023

Why do you need idea screening to build successful products? By screening your ideas before investing in their development, you reduce the risk of failure and can allocate resources to initiatives that satisfy customer needs and market demand. Common examples include market demand, customer willingness to pay , or scalability.

Development 89

Development Market Research Interviewing Trends 89

User Pilot

MARCH 19, 2024

As today’s user increasingly desires swift solutions when using digital products, user experience optimization can spell the difference between the success and failure of a product. Constant UX optimization is important because it improves user satisfaction , improves user engagement metrics, and drives customer loyalty.

User Experience 88

User Experience SaaS AI Search Customer Lifetime Value 88

Totango

MAY 15, 2024

Explore the current challenges, market opportunities, and transformative potential of AI in CS as Totango + Catalyst leaders Chris Winkler , Head of Product Marketing, and Kellie Vivanco , Head of Customer Growth Marketing, share their take on key takeaways from the event. #1: Prepare to showcase customer value.

Customer Success 104

Customer Success AI Underperforming Technical Team Technical Review 104

User Pilot

JANUARY 29, 2024

A good SaaS UX design is critical to a successful SaaS product in today’s constantly evolving and competitive market. A well-crafted UX design increases customer satisfaction, improves user engagement, minimizes friction and churn, and improves customer retention.

SaaS 99

SaaS Interviewing User Experience Onboarding 99

User Pilot

MAY 7, 2024

The 12 best software adoption tools for driving customer success include: Userpilot – best all-in-one product adoption software for web apps. Best 12 product adoption software for driving customer success There are lots of product adoption tools out there and we simply can’t go through all of them.

Software Review 92

Software Review Software Scale Onboarding 92

Intercom, Inc.

MAY 25, 2021

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. As a result, companies need to understand their customers and deliver to their high standards if they want to stay competitive. Messaging is rapidly becoming a key channel for customer support.

Customer Support 260

Customer Support Scale Scaling Communication 260

User Pilot

SEPTEMBER 20, 2023

Buckle in… TL;DR A product is anything designed to satisfy customer needs over a period of time, and a project is a time-bound series of activities designed to realize an output. The project manager oversees the project resources to make sure work gets done on time and on budget. using a Gantt chart, etc.), Check out a demo here.

Management 94

Management Market Research Metrics Trends 94

Intercom, Inc.

JULY 25, 2022

Creating quality customer experiences has always been important for retaining customers. Now, during this time of economic uncertainty and against a competitive landscape, effective customer engagement is business critical. Discover the top trends transforming customer engagement. But they’re facing big barriers.

Technical Review 209

Technical Review Engagement Artificial Intelligence Systems Review 209

User Pilot

AUGUST 29, 2023

TL;DR Market validation helps you answer the question of whether there are enough potential customers who are willing to pay for your product. Market research focuses on wider market trends early in the product development cycle, while market validation focuses on the specific product and its market potential after the ideation stage.

Marketing 85

Marketing Scale Market Research Interviewing 85

User Pilot

JANUARY 22, 2024

The framework is a roadmap for creating a winning product marketing strategy that drives effective resource allocation and provides a flexible foundation for growth. First, you need to research your audience and the available framework options. This means collecting feedback data to measure customer satisfaction.

Product Marketing 89

Product Marketing Marketing Social Media Scale 89

User Pilot

MAY 9, 2024

Happy customer service can be the difference between inconsistent revenue and a good bottom line. This article takes a deep dive, showing you what happy service really means and practical steps to keep customers happy throughout their relationship with you. Positive word of mouth from loyal customers. Better retention rates.

Customer Lifetime Value 88

Customer Lifetime Value AI Search Benchmarks Onboarding 88

User Pilot

MAY 1, 2024

TL;DR Digital product experience encompasses all customer touchpoints and interactions with a digital product across its lifecycle. User experience focuses mainly on the specific interactions users have with your product, while product experience is the customer’s overall perception of your product throughout their relationship with it.

Customer Lifetime Value 89

Customer Lifetime Value User Experience Retention Scale 89

User Pilot

APRIL 30, 2024

In many ways, he has shaped how successful products are built and how teams can be organized to work toward excellence. Marty Cagan is the founder of the Silicon Valley Product Group (SVPG), a consultancy firm that helps companies build successful products. Marty Cagan is a popular name in the product management world.

Management 90

Management Underperforming Technical Team Innovation Generative AI 90

User Pilot

FEBRUARY 25, 2024

Five categories of potential customer reactions to new features. TL;DR The Kano model is a product development framework that helps identify and categorize customer needs based on the level of delight they can deliver in comparison to the effort invested. Kano model covers five feature categories: Basic features customers expect.

Scale 90

Scale Data Analysis Development AI 90

User Pilot

APRIL 24, 2024

Demos are crucial for your sales process success, which is why you need to learn SaaS demo best practices to create beneficial content. Similarly, you can't expect potential customers to come on board without a well-designed software demo first. Re-engage with older prospects as they move along in their customer journey.

SaaS 67

SaaS Software Review Engagement Data 67

User Pilot

NOVEMBER 21, 2023

We also share some best practices for product managers on how to pull off a successful product launch. Product launch checklists help align the efforts of all team members, enhance quality assurance, help mitigate risks, enable the evaluation of the launch, and help you deliver a better customer experience.

Underperforming Technical Team 82

Underperforming Technical Team Sales Recruiting Social Media Market Research 82

User Pilot

MAY 20, 2024

They are a great way to encourage and retain customers by offering rewards to help you create long-term relationships with new customers. Customer loyalty programs boost customer retention, repeat purchases, business relationships, and upselling /cross-selling opportunities, enhancing revenue and partnerships.

B2B 69

B2B B2C Retention Education 69

User Pilot

JANUARY 17, 2024

If you do not scale, you will be unable to reach a new pool of customers and your competitors will leave you in the dust. If you scale prematurely, you may struggle to satisfy customer expectations. Scaling involves finding the right timing, understanding customer psychology, and making critical decisions to drive product-led growth.

Scale 90

Scale Scaling SaaS Underperforming Technical Team 90

User Pilot

DECEMBER 12, 2023

A specialty roadmap focuses exclusively on one area, for example, UX design or research , but across multiple products. A successful roadmap should include information on UX vision , strategy, goals, themes, milestones, and a timeline. Based on that, you choose success metrics to track, including the UX team’s North Star metric.

User Experience 88

User Experience Customer Lifetime Value Interviewing Metrics 88

Andreessen Horowitz

MARCH 1, 2024

Beyond tax, we are also working on ways AI can augment key corporate functions like customer support and marketing. Like many other companies, our biggest challenge is prioritization and figuring out where to focus our resources. What’s the biggest challenge facing H&R Block today? This is people’s money!

Generative AI 88

Generative AI AI Leadership Innovation 88

User Pilot

MAY 9, 2024

The customer onboarding process is essential for product success. From initial sign-up to renewals and upgrades, it guides customers to ensure they have a seamless experience and can easily achieve their goals. TL;DR Customer onboarding helps new users understand and engage with a SaaS product effectively.

SaaS Payments 52

SaaS Payments Payment Services Onboarding Payment Solutions 52

User Pilot

JANUARY 9, 2024

With the vast number of people required to conduct research efficiently, orchestrating this symphony of manpower and resources can be incredibly challenging. TL;DR Research operations (also known as ResearchOps) consist of organizing people, resources, and processes to streamline research and maximize impact.

Interviewing 74

Interviewing Scale Acquisition Data 74

Intercom, Inc.

MAY 20, 2020

As customer success managers, we wear many hats. We need to stay on top of market trends and product updates, all while making sure our customers become wildly successful. During times of rapid change, juggling everything on our plates, along with everything on our customers’ plates, can feel like a herculean task.

Scale 223

Scale Customer Success Scaling Technical Review 223

User Pilot

JANUARY 26, 2024

Our article explores what it is, its different types, and why it’s worth your time and resources. Product-led content comes in different formats, including videos , case studies , blog posts, research reports, checklists , newsletters , and social media posts. But what about product-led content marketing?

Content Marketing 52

Content Marketing Marketing Social Media Education 52

Intercom, Inc.

JULY 26, 2022

Excellent customer experience. Recent research from Harvard Business Review Analytic Services reveals that 88% of survey respondents believe that customer engagement has a significant impact on their organization’s bottom line. That’s no surprise: as professional services firm PwC says, customer experience is everything.

Payment Methods 118

Payment Methods Payment Solutions Payments Payment Services 118

User Pilot

MAY 21, 2024

Functionality is a must when it comes to attracting customers, but it’s user experience that helps you retain them. Read this article to discover 17 UX design principles to drive customer satisfaction and loyalty. By following the principles, you can increase customer satisfaction, loyalty, and retention.

User Experience 89

User Experience AI Scale Customer Support 89

User Pilot

APRIL 25, 2024

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.

Market Research 52

Market Research Outsourcing Services Marketing Outsourced Development 52