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Category: Product Experience

Product Experience
How to Use In-app Tutorials to Educate your Users and Increase Product Adoption
April 2, 2020

When a user signs in to your product for the first time, chances are they won't really know where to start. That's why it's essential that you educate them in some way. And in this article, I'm going to argue that in-app tutorials are the best way to do that. Sure, you have other options open to you. You could provide detailed help docs, or you could send out an email course to new users. You could even have your CS team manually teach every new...

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Product Experience \ User Onboarding
3 Product Experiments Your SaaS Must Try Now to Reduce Churn
March 26, 2020

If there’s one thing every SaaS company is worrying about now - it's churn. Amid the uncertainties of the coronacrisis - a lot of businesses are looking for unnecessary costs to cut. As we wrote in our previous post on customer retention tactics for the time of crisis - trying to stop people from cancelling by giving them discounts is a quick-fix that will backfire in the long run. It's like trying to cure an illness with paracetamol - you...

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Product Experience
In-app Guidance: How to Activate your Users Without Boring Them
March 20, 2020

Every aspect of your product’s onboarding should be aimed at achieving one thing: Activating your users. That’s the end goal. If you’re currently struggling to activate users, then you may need to look at improving your in-app guidance. In-app guidance is a fancy way of describing the onboarding that happens within your product. In other words, it discounts any emails you send, or any kickoff calls you do. It focuses purely on what happens...

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Product Experience
How to Onboard Invited Users to your SaaS Product
March 11, 2020

Before we dive into how to onboard invited users, let us ask you a question... Do you remember how you joined Facebook? Chances are this is ancient history for you and you don't - but if you joined around the years 2006-2008, your relationship with Facebook probably started from an email with the following subject line: [Name of your friend] invited you to join Facebook! A lot of digital products rely on network effects - meaning that...

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Product Experience
What is Product Marketing and Why Should I Care?
February 20, 2020

SaaS companies have started to realize that their products should be the main driver of growth. This product-led growth flips the old marketing and sales rulebooks on their heads. Product marketing is a large part of this shift. With software development becoming cheaper and more and more democratized, the competition in the SaaS market has become fierce. And so - the purchasing decisions are now made by the end-user - not execs. From: BUILD....

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Product Experience
How to Improve Product Experience and Scale your SaaS
February 13, 2020

Product experience is fast becoming one of the most important things to consider when it comes to growing your SaaS company. It has a direct impact on how users interact and engage with your company. It affects retention and churn, MRR and CLV. In short, it’s really important. That’s why we’ve put together this guide. We’re going to explain exactly what product experience means, why you need to start caring about it, and steps you...

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Product Experience
5 Customer Education Ideas to Reduce SaaS Churn
February 7, 2020

Customer education should be one of your biggest priorities. Why? Because it improves customer retention and reduces churn. That’s every SaaS company’s dream, right? A study by Bain and Co. found that a mere 5% reduction in churn can lead to a profit increase of 25-125%. That’s a massive gain for a little amount of work. One of the biggest reasons that customers churn is that they don’t know how to use your product. They end up getting...

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Product Experience
Net Promoter Score (NPS): The Complete Guide for SaaS
January 22, 2020

As more and more SaaS companies attempt to increase customer loyalty, more and more ways of measuring it are developed. One of the most popular methods is Net Promoter Score (NPS). In fact, 55% of companies around the world use NPS to measure customer loyalty and satisfaction. And yet, very few actually make any use of their NPS (other than bragging about it in meetings): Net Promoter Score can be so much more than a 'vanity metric' though -...

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Product \ Product Experience
How Product Usage Analytics Can Boost Engagement
November 8, 2019

Unless you’ve been living under a rock the past decade, you’ll know that data is key to the success of any SaaS product. Perhaps the most important data at your disposal is product usage analytics. In this guide, we’re going to look at: What product usage analytics is Why product usage analytics is so useful How segmentation takes your data to the next level How to use product usage analytics to boost product...

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