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Submission: On December 21 via manual from US — Scanned from DE
Submission: On December 21 via manual from US — Scanned from DE
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___ Product-led Hub * Why product led * Topics * Product teams * Marketing teams * Customer success teams * IT teams * Digital transformation * Tools * The course * The report * The book * The workshop * Video series Tour Pendo Try Pendo 4 WAYS YOUR PRODUCT CAN ACCELERATE YOUR BUSINESS Get the guide -> Imagine a world where the product you sell also saves you millions of dollars in operational costs each year. Where it onboards hundreds of thousands of users on its own in a matter of minutes—without the need for training manuals or manual training. And where it relinquishes your talented people from the tasks they get stuck doing, so they can focus on the work they love doing. THIS WORLD ISN’T TOO GOOD TO BE TRUE—IT’S THE REALITY OF INVESTING IN YOUR PRODUCT EXPERIENCE. When the pandemic forced most of our lives online and behind screens, businesses were left with a choice: either meet their customers digitally, or lose those customers entirely. We quickly saw that the companies that invested in their digital offerings were better able to adapt—and in some cases, thrive—in this new reality. PRODUCT EXPERIENCE IS MORE IMPORTANT THAN EVER. We ran a study to understand the impact and outcomes organizations are seeing by investing in their product experience. As a result, we’ve identified four areas in which your product can accelerate your business and drive positive outcomes. We surveyed over 400 Pendo customers—primarily product managers working in enterprise (>1,500 employees) organizations. GREAT PRODUCTS CAN ACCELERATE BUSINESS OUTCOMES IN 4 AREAS The business value of being product led Menu Customer health Growth User productivity Product development Customer health Growth User productivity Product development Get the report CUSTOMER HEALTH Companies that invest in their product experience retain more customers and revenue Customer retention 5% Reduction in customer churn Net revenue retention 15% Increase in net revenue retention Leading organizations leverage product analytics to understand user behaviors, identify features that are driving the most (and least) value, and proactively address faulty functionality that could cause a customer to churn. They also use in-app guides to steer ideal behaviors and empower users to self-serve the support and resources they need, whenever they need them. CUSTOMER SPOTLIGHT How IHS Markit measures customer health with a single metric IHS Markit uses product analytics to track the Product Engagement Score (PES) of their Engineering Workbench product—giving them a single, cohesive measure of customer and product health. Having a clear line of sight into their customers’ performance allows IHS Markit’s customer-facing teams to easily drill into the health of each of their accounts so they can have more strategic renewal conversations and proactively take measures to prevent churn. KEY TAKEAWAY Use product analytics to assess the health of your customer relationships, and in-app messaging to guide ideal behaviors DOWNLOAD THE FULL REPORT FOR MORE INSIGHTS Get the report GROWTH Companies that invest in their product experience generate higher-quality leads and more engaged users Qualified leads 30% More qualified leads generated Active users 28% Increase in total active users Leading organizations allow customers to experience the value of the product first-hand through free trials, freemium plans, and product tours. They use product analytics to help sales teams identify opportunities that are most likely to convert, as well as in-app guides to reach users while they’re captive and immersed in the product. And they collect feedback at scale to validate and prioritize the right initiatives to drive positive user sentiment and enable “viral” growth. CUSTOMER SPOTLIGHT How Citrix Sharefile increased trial conversion with personalized onboarding The Citrix Sharefile team used in-app guides to create personalized onboarding flows based on individual user behaviors and jobs-to-be-done—leading to a more delightful user experience and driving stronger adoption. After implementing these guides, the Citrix team saw a 60% increase in free trial conversions and a 40% reduction in support cases around user management. KEY TAKEAWAY Use in-app tactics to allow customers and users to experience the value of your product for themselves DOWNLOAD THE FULL REPORT FOR MORE INSIGHTS Get the report USER PRODUCTIVITY Companies that invest in their product experience spend less time on manual support, data collection, and onboarding Support tickets 15% Reduction in support ticket volumes Data collection 30% Faster product data collection User onboarding 27% Reduction in user onboarding time Leading organizations leverage product analytics to evaluate how users engage with the product and eliminate roadblocks preventing them from being as productive as possible. They give users access to self-service support and resources—allowing the business to do more with less. And they accelerate their customers’ time to value through targeted and personalized in-app onboarding programs that drive long-term adoption. CUSTOMER SPOTLIGHT How Elsevier increased user productivity with on-demand resources The Elsevier team built an in-app repository of resources in their Elsa platform to help speed adoption. The Elsa team used in-app guides to steer users towards these materials and leveraged analytics to evaluate and iterate on their performance—resulting in a 28.5% increase in their System Usability Scale (SUS) and a 42.8% reduction in first line support queries. KEY TAKEAWAY Bring onboarding and support inside your product to reduce friction at all stages of the user journey DOWNLOAD THE FULL REPORT FOR MORE INSIGHTS Get the report PRODUCT DEVELOPMENT Companies that invest in their product experience generate higher-quality leads and more engaged users 30% Roadmapping time Reduction in time spent on roadmapping discussions Feedback collection Reduction in time to collect product and customer feedback Roi realization Reduction in time to measure the efficacy of shipped features and validate decisions Leading organizations gather customer feedback to understand their users’ sentiments and requests. They leverage these insights to add rich context to their product analytics, prioritize and plan their roadmaps, and align cross-functional teams across the enterprise. And they look to this intersection of qualitative and quantitative data to help determine where to invest in new initiatives, as well as when to sunset legacy features. CUSTOMER SPOTLIGHT How Okta boosted adoption and innovation with in-app tactics Okta used an end-to-end approach to understand how their users were engaging with their platform, drive adoption of key features, and encourage ideal behaviors. They used targeted in-app messages to guide users to critical configuration processes—resulting in a 25% increase in product adoption. And they started gathering feedback within their app—resulting in a 57% QoQ increase in user-submitted feature ideas. KEY TAKEAWAY Correlate quantitative and qualitative data to understand the full user experience and make more informed product decisions DOWNLOAD THE FULL REPORT FOR MORE INSIGHTS Get the report GET THE GUIDE Use the results from this study to help build the case for why your company should invest in product experience tools and methodologies, then bring together leaders across all areas of your business to align on your digital transformation goals and chart a shared path forward. You must enable functional cookies to view this content. Manage Preferences YOU’RE ONE STEP CLOSER TO REALIZING THE FULL VALUE OF BECOMING PRODUCT LED. HAPPY READING! Download now PENDO HELPS COMPANIES LIKE YOURS OPTIMIZE YOUR PRODUCT EXPERIENCE Let us show you how Try Pendo Free Request a Demo We love great products Let us show you how we can help improve yours. Try Pendo Free * * * LEARN MORE * Why Pendo * Product-led Hub * In-App Messaging * User Surveys & Polls * Tooltips * Adoption Funnels & Journeys * NPS * Feature Adoption Analytics * Pendo for Mobile * Interactive Product Benchmarks * Pendo for Financial Services * Pendo for EdTech & Digital Learning * Pendo for Healthcare * Customer support calculator * Customer retention calculator SUPPORT * Services & Support * Help Center * Pendo Demo Center * Tour the Product * NPS Demo * Guide Showcase * Security & Privacy GLOSSARY * User Onboarding * Customer Retention * Customer Feedback * In-app Messaging * NPS (Net Promoter Score) * Product Analytics * Product Experience * Product Roadmap * Voice of the Customer COMPANY * About * Careers * News * Events * LANGUAGE * English * Français * Deutsch * 日本語 Legal Privacy Policy Manage Preferences 877.320.8484 © 2022 Pendo.io, Inc. All rights reserved. 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