“Today’s most successful product management teams are not only highly responsive to changes in market conditions, but are highly focused and communicative of their intent, and are always trying to outpace the competition.” – Thoughtworks
If you’re trying to outpace the competition, and you surely are, you’ll need to stay on top of cutting-edge technologies that enhance how your customer interacts with your product. These tools can help you increase the quality of a product, make a much better first impression, make the online experience simpler, make your product much easier to learn and use, etc. It is of paramount importance for you to get these basics right. Here are some of the tools you’ll need to help build customer success and satisfaction into your product.
WalkMe is a platform that engages and guides online users. The cloud based service helps professionals of all types (user experience managers, trainers, customer service managers) by walking website or application users through any online experience.
The platform is designed to help companies prevent user confusion by making things simple. You can look at it as a GPS for online applications. Instead of giving you driving directions, WalkMe directs your step-by-step through any online process to make sure that users complete processes successfully.
WalkMe gives vendors and corporate IT departments a significant edge over conventional help menus and video tutorials. The end result translates to rising customer confidence and loyalty, while churn and support team efforts decline.
Gainsight operates under the paradigm of Customer Success Management. This new attitude that transcends enterprises helps business leverage customer intelligence and via automation proactively empowers organizations to increase retention, reduce churn and identify opportunities to upsell. The customer data that is provided using Gainsight allows companies to identify those customers at risk and at the same time increasing the LifeTime Value (LTV) of dedicated ones.
Aha! Puts a new spin on product management and what creating great products is all about. The company provides cloud-based management software, which empowers Product Managers by creating a roadmap to success. It does so by prioritizing the key features that users want, with the key goal being helping PMs succeed and making it easier for product design teams to build great products. Product managers can now do away with using a combination of such tools as PowerPoint, Excel and Word by sharing their ideas in collaboration with others on the team using the platform.
Bug tracking software doesn’t have to be rocket science. Bugs in software are a given. Paradoxically, a well-delivered bug fix can often help develop greater customer loyalty than if the bug had never existed. JIRA from Atlassian helps teams track bugs in both conventional and agile development environments.
The tool succeeds because it is built from the ground up for each member of your software team. It allows a development manager to plan and track their work while inching ever so closer to their next release. JIRA is instrumental in allowing software development entities to deliver their software on time with minimal bugs.
It fits in directly with programming activities, so software engineers don’t ever need to leave their programming environment. It is also flexible and intuitive enough for support engineers, marketers, copywriters and product managers to use for any other product-related tracking tool.
This article is based on a White Paper called “How a Product Manager Can Keep Customers Happy when Releasing a Major Product Update.”
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The book covers a range of topics, including:
Chapter 1: 7 Mistakes Product Managers Make that Cause Customers to
Chapter 2: 10 Data-Backed Product Tips that Will Skyrocket User
Chapter 3: 4 Tools Product Managers Must Use to Heighten Customer
Chapter 4: Summary: A Product Manager’s Checklist to Balancing UX with