Productlane Blog

Customer Effort Score

The Customer Effort Score (CES) measures how much effort customers need to interact with your business. This metric helps gauge customer satisfaction and loyalty by focusing on ease of interaction.

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guides

Emily Rivers

Marketing & Product

SaaS Customer Support

Investing in SaaS customer support is important because it can be the deciding factor for customers when choosing a service.

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learning

Adam Superville

Product & Tech

Slack for Customer Support

Slack facilitates real-time communication, better collaboration, and higher customer engagement. It enables gathering customer insights, integrates with various channels, and offers customizability. By using Slack for support, businesses can achieve faster response times, personalized interactions, increased customer control, and ease of use.

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learning

Emily Rivers

Marketing & Product

The Customer Feedback Loop

Closing the customer feedback loop is vital for continuous improvement in products and services as it directly impacts customer satisfaction.

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Emily Rivers

Marketing & Product

The Voice of the Customer: Customer-Centric Product Development

The Voice of the Customer (VoC) captures customer feedback, preferences, and expectations, which is crucial in driving product innovation and customer satisfaction. A Voice of the Customer program involves systematically collecting, analyzing, and acting on customer feedback through various methods, including diverse surveys like CSAT and NPS, and utilizing feedback portals like Productlane and social listening platforms.

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Emily Rivers

Marketing & Product

Product Manager Certifications: Meet Your Career Goals

There are product management certifications available for product managers of all levels, including those who want to learn about agile processes and scrum. While the certification from Product School is perfect for beginners, the Certified Product Manager Credential by AIPMM is best for managers looking to take the next step in product management. But keep in mind that real-life experience is one of the best ways to grow their careers and use product management certifications to boost their practical skills and knowledge.

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learning

Emily Rivers

Marketing & Product

Customer Experience Statistics All CX Teams Need to Know for 2024

Whether you're part of a customer experience team, a product manager or a marketer, you'll know how important customer satisfaction is. According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people, while they'll share a poor customer experience with 15 or more people.

learning

Emily Rivers

Marketing & Product

Release Notes

Release notes are crucial for software companies. They give users vital information that showcases new features, increases transparency and could even help your customers troubleshoot and get support faster.

learning

Emily Rivers

Marketing & Product

The Jobs-to-be-Done Framework: Understanding your customer's needs

Creating a new product isn’t just about making something cool; it’s about making something that tackles people’s problems. That’s where the Jobs-to-be-Done (JTBD) framework comes in, a method that emerged as a product development tool focusing on people.

learning

Andrea Ramsbacher

Growth Manager

Why backlog grooming is important for startups

We all have limited time and resources. We therefore have to make sure that we focus on the most important features that will tackle the most pressing customers’ problems. That's where backlog grooming, also known as backlog refinement, comes into the picture. By regularly organizing and prioritizing your backlog items, your team makes sure to focus on the right features and to work more efficiently for your product development.

learning

Andrea Ramsbacher

Growth Manager

The best prioritization framework for startups in 2024

Deciding what to work on for a product is much more than putting features in order. It also means managing what everyone wants and thinks. Imagine yourself leading a project where some people want to improve the user interface, while others think you should add a new feature. Which method or criteria are you going to base your decision on?

learning

Andrea Ramsbacher

Growth Manager

Why we built our own call recorder

At Productlane, we believe heavily in talking with our customers. It’s more meaningful than written feedback because it clearly shows you that real people are using your product, and it makes you realize that you are responsible for how that human feels when using it. You can see emotions and get many more details of the problems you can solve for them.

insights

Raphael Fleckenstein

Co-founder & CEO

How to best conduct user interviews

Conducting user interviews is one of the most powerful tools for developing your product. Because it's simply the easiest way to understand what your product’s opportunities are, that is what your customers want or need but haven't got yet. However, it’s also a tricky approach as we’ve also realized ourselves that it can get quickly overwhelming to understand users.

guides

Andrea Ramsbacher

Growth Manager

How to collect customer feedback: 10 helpful methods & tools

It’s a fact: getting feedback from customers is always a great way to improve your product. A simple “I like this feature a lot,” “Maybe you could change this,” or “I have not found that feature” can help you understand which problems they face in their daily lives and what potential solutions you could build. That’s why you should always try to get more customer feedback. But you'll ask: how should I do it? Which method should I apply to get more of it?

guides
learning

Andrea Ramsbacher

Growth Manager

Product Discovery: From process and techniques to tools

Product discovery, the process of uncovering and defining innovative product ideas, is a term often tossed around in the world of startups, tech companies, and product development. But what exactly does it entail, and why is it crucial today? We're here to break it down for you. In this article, we'll unravel the concept of product discovery, why it's vital, the step-by-step process, and some best practices out there for you.

guides

Adam Superville

Product & Tech

The Opportunity Solution Tree (OST)

Opportunity Solution Trees (OSTs) are a powerful tool for product teams to visualize and chart the best path to a desired outcome.

learning

Raphael Fleckenstein

Co-founder & CEO

The Dovetail Alternative in 2024

Dovetail is a popular tool for many research teams, but not build for product teams.

compare

Raphael Fleckenstein

Co-founder & CEO

How world-class companies like Stripe, Linear or Cron do product discovery

Before starting Productlane, we talked with countless companies like Stripe, Linear, Cron or Superhuman to find out their secrets behind building world-class products. Opinionated products that are powerful but feel very simple at the same time. All these companies had certain product discovery habits how to collect feedback, plan their product work and decide which features to build next. We identified many common patterns among them and implemented them into Productlane. So more companies can adopt these habits easily. We would like to share them in this article.

learning

Raphael Fleckenstein

Co-founder & CEO

CTA
Customer Effort Score
The Customer Effort Score (CES) measures how much effort customers need to interact with your business. This metric helps gauge customer satisfaction and loyalty by focusing on ease of interaction.

The Product Discovery Basics

The key skills to make the best out of your product discovery practices.

The best prioritization framework for startups in 2024

Deciding what to work on for a product is much more than putting features in order. It also means managing what everyone wants and thinks. Imagine yourself leading a project where some people want to improve the user interface, while others think you should add a new feature. Which method or criteria are you going to base your decision on?

Andrea Ramsbacher

Growth Manager

How to best conduct user interviews

Conducting user interviews is one of the most powerful tools for developing your product. Because it's simply the easiest way to understand what your product’s opportunities are, that is what your customers want or need but haven't got yet. However, it’s also a tricky approach as we’ve also realized ourselves that it can get quickly overwhelming to understand users.

Andrea Ramsbacher

Growth Manager

How to collect customer feedback: 10 helpful methods & tools

It’s a fact: getting feedback from customers is always a great way to improve your product. A simple “I like this feature a lot,” “Maybe you could change this,” or “I have not found that feature” can help you understand which problems they face in their daily lives and what potential solutions you could build. That’s why you should always try to get more customer feedback. But you'll ask: how should I do it? Which method should I apply to get more of it?

Andrea Ramsbacher

Growth Manager

Product Discovery: From process and techniques to tools

Product discovery, the process of uncovering and defining innovative product ideas, is a term often tossed around in the world of startups, tech companies, and product development. But what exactly does it entail, and why is it crucial today? We're here to break it down for you. In this article, we'll unravel the concept of product discovery, why it's vital, the step-by-step process, and some best practices out there for you.

Adam Superville

Product & Tech

The Opportunity Solution Tree (OST)

Opportunity Solution Trees (OSTs) are a powerful tool for product teams to visualize and chart the best path to a desired outcome.

Raphael Fleckenstein

Co-founder & CEO