Customer Success & Onboarding

Customer success is all about ensuring your customers achieve their desired outcomes while using your product. For product managers, this means designing features, workflows, and experiences that empower users to meet their goals effortlessly....

Community-led growth (CLG) is a business strategy that leverages a company’s user base to foster engagement, build advocacy, and drive organic customer acquisition....

Collecting feedback is just the beginning; the real magic happens when you analyze this data to extract actionable insights. To do this effectively, start by categorizing feedback into areas such as usability, features, and performance....

Customer support is the process of assisting customers so that they can use a company’s products or services. Like its sister, customer success, it’s the backbone of any business and a crucial part of any CRM or brand experience strategy....

The customer journey aims to understand the point of view of the customer and how they experience an organization. They enable understanding of any pain points, how the consumer arrived at these points, and reveal opportunities for intervention....

We used the knowledge of people’s struggles to craft campaigns that would share the empathy we had developed with others, to build a greater emotional resonance around our brand....

Data analytics is a powerful tool that helps businesses extract valuable insights from large amounts of data, enabling them to make well-informed decisions....

For a product-led company, dogfooding is the act of team members personally testing the digital products they offer to customers. It involves experiencing the product's quality, anticipating potential issues, and exploring pitfalls....

User-centered design (UCD) and design thinking aren't mere buzzwords; they represent holistic approaches that revolve around understanding, empathizing with, and innovating for users....

AI enables companies to tailor the onboarding process to each user's unique needs and preferences. By collecting and analyzing individual behavior and interaction data, AI can make recommendations that guide users to relevant features or resources....

Successful onboarding of customers to your SaaS product is essential in a number of ways. Successful onboarding is dependent on a number of factors, namely: the ease of use (user-friendliness) and the speed at which one can receive results....

When you empower your employees, you give them a sense of authority and autonomy to make the customer experience the best it can be. Think of it as giving your employees the right tools to handle customer interactions quickly and smoothly....

A new wave of progress is sweeping through product management - design thinking. Whether you’ve heard of it or not, design thinking is a great tool for any PM to have in their belt. Improving focus on the user and innovation - what more could you ask for in a product management process?...

Struggling to design impactful user interfaces that drive conversions? Or maybe your new customers can’t seem to finish the onboarding process? The Fogg behavior model could be the key you’re missing. This model can help you understand why your customers aren’t taking action....

Trying to improve your user design? Or perhaps you want to reduce churn? Understanding aha moments can help. This article dives into some examples of companies’ aha moments and explains how to find your product aha moment....