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How to Know Whether VoC Is Actually Improving Your Product
It’s easy to say that your product team is customer-centric. It’s much harder to prove that listening to customers is actually making the product better. Many teams collect customer feedback, organize it, discuss it in roadmap meetings, and track feature requests. But none of that tells you whether Voice of Customer is improving the product.…
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Identifying Customer Pain Points
One of the easiest ways to misunderstand customers is to ask them only what they want. Customers are usually good at describing what frustrates them. They may even suggest a solution. But the real pain point is often somewhere underneath the request. A customer might ask for a new dashboard, when the actual problem is…
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How Onboarding Influences Time to Value
I used to think of onboarding mainly as the process of helping users understand a product. Over time, I started looking at it differently. Onboarding is really about helping users reach value. A product can have excellent features, but if users have to spend too much time figuring out what to do before experiencing those…
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Time to Value vs Time to First Value
One mistake I see product teams make is treating Time to Value and Time to First Value as the same metric. They are related, but they answer different questions. A user can experience value quickly and still take a long time to get the full value they came for. Understanding the difference can change how…
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Centralizing Customer Feedback
Early in my product career, customer feedback came from everywhere. A customer would mention something during a call. Support would raise a ticket. Sales would send a message in Slack. Someone from Customer Success would mention a recurring complaint in a meeting. The problem wasn’t a lack of feedback. The problem was that nobody had…