In 1853, U.S. Commodore Matthew Perry (no, not the Friends actor) sailed to the shores of Japan to strongly suggest (with several gun-laden vessels) that the ruling shogunate open Japan’s ports to outside trade. For 200 years, Japan had embraced a policy of near total isolation from the West, but with the Industrial Revolution fresh out of the oven, even isolationist Japan couldn’t ignore the benefits of trade. What does this history lesson have to do with Product Managers and Customer Success?
Why the Customer Success Manager is the Product Manager’s New BFF
Customer Survey Statistics: Everything You Need to Know
All types of businesses leverage customer surveys, and they’re as important for small, growing businesses as they are for established corporations. When you’re creating a customer survey, whether it’s for the first time, or something you do each year, it’s helpful to understand what to expect. What is a good survey response rate? What are best practices for customer surveys? What is the competition encountering?
Our Top 5 Blog Posts in 2015: Boosting Customer Happiness with Net Promoter Score
We launched the Wootric blog in 2015 to educate online businesses about using Net Promoter Score to align teams around boosting customer happiness, and to tell our own story of growth. These five posts were the most popular this year. Did you miss any of them? Here is your chance to click and read!
How Skilled Product Managers Shape a Winning Product Roadmap
Being a product manager for an SaaS company is a challenge. Everyone you talk to has a different opinion on where to go next. It’s on you to make trade-offs and create a roadmap that makes sense. Sometimes, you have to say no to great ideas.
5 Reasons to Build a Customer Feedback Program to Grow Your Startup
You’ve been thinking about developing a more rigorous customer feedback program, but you’re putting it off. You may feel like you don’t have the bandwidth to respond to customers, and worry that it will be tough to make sense of what people tell you.
Qualitative Data & Reaching Problem-Solution Fit & Product-Market Fit: An Interview with Morgan Brown
Since we’re both in the business of qualitative data, Wootric reached out to Morgan Brown to interview him for his expertise in the field.
Great Customer Experience Drives SaaS Business Success
Rob Van Brewster is Vice President of Global Alliances at Twilio, the cloud communications platform for building voice & messaging applications. Delivering stellar customer service has been a hallmark of his 20+ year career in enterprise sales leadership at technology companies including Twilio, Eloqua, and Salesforce.com. Building great teams is his passion, so we are excited that Rob has recently become an advisor to Wootric focusing on our go to market initiatives. We sat down with him recently to hear his perspective on the role of customer experience and Net Promoter Score in the success of SaaS businesses.
Case Study: How Entelo uses
In-app Customer Feedback to Prevent Churn
There are executives that talk a lot about valuing customer happiness, and then there’s Loni Spratt. Spend even a few minutes around Loni, Director of Customer Success at Entelo, and you’ll understand that it’s not just talk for her. She’s truly passionate about keeping customers satisfied, and it’s no wonder that she fits right in at a company like Entelo.
Building a Net Promoter Score Tool is Easy, Until It Isn’t
I joined Wootric last spring as the first full-time engineering hire. When I’m not busy scaling out our infrastructure, designing APIs or squashing bugs, I enjoy writing about our technology.
How to Get High Response Rates to User Surveys on Mobile
In this age of survey fatigue, getting users to engage with a survey in any medium is challenging. Mobile apps are no exception, and have their own unique constraints. The good news is that in-app surveys can provide a streamlined mobile experience that results in super-high response rates and meaningful feedback, too.