Muslim Galiakot’s Post

Customer satisfaction doesn't always boil down to numbers. Now that nearly every company has a consumer-facing software component, Pendo has been making customer experiences qualitatively better, not just quantitatively. Since its founding in 2013, Pendo.io has reached over 500 million end users and client companies including Morgan Stanley, OpenTable, and Salesforce. Pendo achieved $200 million in annual recurring revenue and has recently launched a new series of products which includes AI-powered, instant user feedback. (SOURCE: https://lnkd.in/gk3RiVGM) Entrepreneur CEO Todd Olson says that improving customer experience requires good, first-rate information. Anything less, and the outcomes will be substandard. Full interview available on GrowthCap's affiliate Great Entrepreneurs. Listen on iTunes: https://lnkd.in/guVxKXVG Listen on YouTube: https://lnkd.in/gJNgbkkY Listen on Spotify: https://lnkd.in/gKa5HtFP Visit their website: https://lnkd.in/g9uQxNa8 Sign up for GrowthCap’s email newsletter https://lnkd.in/gXXniHP Nominate Top Software Investors of 2024 at https://lnkd.in/g9hfKiY #customerservice #entrepreneur #software

Customer satisfaction doesn't always boil down to numbers. Now that nearly every company has a consumer-facing software component, Pendo has been making customer experiences qualitatively better, not just quantitatively. Since its founding in 2013, Pendo.io has reached over 500 million end users and client companies including Morgan Stanley, OpenTable, and Salesforce. Pendo achieved $200 million in annual recurring revenue and has recently launched a new series of products which includes AI-powered, instant user feedback. (SOURCE: https://lnkd.in/gk3RiVGM) Entrepreneur CEO Todd Olson says that improving customer experience requires good, first-rate information. Anything less, and the outcomes will be substandard. Full interview available on The Software Report's affiliate Great Entrepreneurs. Listen on iTunes: https://lnkd.in/guVxKXVG Listen on YouTube: https://lnkd.in/gJNgbkkY Listen on Spotify: https://lnkd.in/gKa5HtFP Visit our website: https://lnkd.in/g4X9_Zwf Nominate a Top 100 Software Company of 2024 at https://lnkd.in/gTyq35fK Sign up for our free email newsletter at https://lnkd.in/gNqDJab #customerservice #entrepreneur #software

I am totally aligned with this. However, away from the textbooks is a real world where it is super difficult to find a product that’s totally “customer value” driven. What we can find in the fintech landscape particularly is a different approach, which needs to change anyway. It’s usually all about revenue over customer value. Business Value before Customer Success. Outdated metrics and KPIs. Hopefully, the world embraces the change “growth marketers” bring onboard.

For entrepreneurs, mastering customer experience is a real game-changer. It’s what sets your brand apart, builds trust, and fuels growth. One key practice is investing in your team. Sure, AI and automation can streamline processes, but the real magic happens with your people. Happy employees lead to happy customers. It's also crucial to reduce customer anxiety and show customers they matter. For instance, implementing clear and reassuring customer touchpoints can maintain their confidence in your services. By putting customers at the heart of your business, you not only meet their expectations but exceed them, paving the way for long-term success in a competitive market. #Entrepreneurship #CX #Loyalty

There's a difference between customer value (customer success) and business value within your product. What makes your customers happy and keeps them coming back to use your product often differs from what makes the business 'happy' (which is revenue). Do you know what keeps your users engaged with your product? What drives them to return? This is a very important metric to track and it is closely tied to customer retention. For most products, the value chain looks like this: High customer engagement → High customer retention → Customer success (customer value) → Revenue (business value). You get it? Understanding your user engagement analytics helps you identify the true value your products bring to your customers. This should define and guide your long-term growth strategy. For example, for a fintech app, your user engagement analysis might tell you that new users who spend more than 5 minutes daily exploring different app features have a 70% higher likelihood of using multiple services (transfers, bill payments, investments), which would increase revenue. This insight could drive you to redesign your UI to encourage feature exploration. Another example is for a loan app, your user engagement analytics might tell you that customers who use the instant loan feature within the first month of signing up have a 3x higher lifetime value. This could lead you to prioritize promoting this feature during onboarding and early-stage communications. You see how important customer engagement is and how it's tied to business value? If your analytics don't measure the actual value received by your customers from using your product, then you're missing out on crucial insights that could skyrocket your growth. What user engagement metrics is your company tracking? How are you using this data to drive growth? Are you looking at isolated numbers or diving deep into user behavior? Share your experiences in the comments 👇 #customersuccess #customerengagement #growth #userengagement #growthstrategy #customerretention #fintech #growthmarketing #startup #business #revenue #marketing

The Future of Digital Product Delivery: Automation One of the easiest ways to improve your customer experience is by automating product delivery. Imagine your customers receiving their purchases instantly via secure download links without you lifting a finger. Automation tools can handle this seamlessly, ensuring customer satisfaction. 🚀 Discover how to automate your product delivery and more in our guide: https://buff.ly/477OtG2 #CustomerExperience #Automation #DigitalProducts

As an entrepreneur, I believe focusing on customer experience is the key to success. When customers have a positive experience, they're more likely to come back and tell others about it. Starbucks doesn’t just sell coffee; they remember regular customers' names and orders, and they continually bring new products. Great customer experience = Successful business Startups often make 4 common mistakes related to customer experience: 1. They don't listen to what customers are saying, missing valuable insights for improvement. 2. They don't invest enough in customer service, leading to slow responses and unresolved issues. 3. They make big promises but can't deliver, leading to disappointed and unhappy customers. 4. They focus too much on making sales and forget to nurture customer relationships after the purchase. How do you keep your customers happy? Share your thoughts!  

Customer satisfaction doesn't always boil down to numbers. Now that nearly every company has a consumer-facing software component, Pendo has been making customer experiences qualitatively better, not just quantitatively. Since its founding in 2013, Pendo.io has reached over 500 million end users and client companies including Morgan Stanley, OpenTable, and Salesforce. Pendo achieved $200 million in annual recurring revenue and has recently launched a new series of products which includes AI-powered, instant user feedback. (SOURCE: https://lnkd.in/gk3RiVGM) Entrepreneur CEO Todd Olson says that improving customer experience requires good, first-rate information. Anything less, and the outcomes will be substandard. Listen on iTunes: https://lnkd.in/guVxKXVG Listen on YouTube: https://lnkd.in/gJNgbkkY Listen on Spotify: https://lnkd.in/gKa5HtFP Visit our website: https://lnkd.in/g9uQxNa8 Sign up for our free email newsletter at https://lnkd.in/dpMbrQud #customerservice #entrepreneur #software

🌟 Ever wondered what makes a loyalty program truly compelling after a product launch? Imagine you've poured your heart into a product, and now it’s time to keep your customers engaged. A well-crafted loyalty program isn’t just an add-on—it's the secret sauce to turning one-time buyers into lifelong fans. 🎉 I recall a startup that transformed their user base by simply listening and tailoring rewards based on customer feedback. It created a community, not just a customer list.🤝 How do you keep your customers coming back? What has worked for you and what hasn’t? I'd love to hear your thoughts! Comment below or share your experience with us. 👇 👉 Don't forget to tag a colleague who could benefit from rethinking loyalty! #LoyaltyProgram #CustomerEngagement #BusinessGrowth #StartupSuccess #CustomerFeedback #CustomerExperience #EngagementStrategy #CommunityBuilding For more insights, connect with us! 📞 7741919844

For 17 years I have designed over 100 MVPs with founders. It never goes by the book. We add too many features. We launch. And then... Then the confusion sets in. How do you know if the MVP is on track? Most rely on gut feeling or vanity metrics. That's a recipe for failure and wasted resources. Here's a data-driven framework to measure your MVP's true effectiveness: 𝗧𝗵𝗲 𝗔𝗜𝗠𝗦 𝗙𝗿𝗮𝗺𝗲𝘄𝗼𝗿𝗸: Adoption, Impact, Monetization, Scalability 𝗔𝗱𝗼𝗽𝘁𝗶𝗼𝗻: Track user engagement ruthlessly. - Measure active users daily, weekly, and monthly - Monitor time spent in-app (aim for >2 hours/week) - Analyze user retention (good: >60% after 8 weeks) Why? High engagement signals product-market fit. 𝗜𝗺𝗽𝗮𝗰𝘁: Quantify the value you deliver. - Survey customers on time saved (target: >5 hours/week) - Track productivity gains (aim for >20% improvement) - Measure Net Promoter Score (good: >50, excellent: >70) Proves your solution solves real problems. 𝗠𝗼𝗻𝗲𝘁𝗶𝘇𝗮𝘁𝗶𝗼𝗻: Evaluate willingness to pay. - Test pricing models (aim for <30% price sensitivity) - Measure conversion rates (good: >5% free-to-paid) - Track Customer Lifetime Value to CAC ratio (aim for 3:1) Ensures your business model is viable. 𝗦𝗰𝗮𝗹𝗮𝗯𝗶𝗹𝗶𝘁𝘆: Assess growth potential. - Evaluate onboarding friction (target: <5 min to value) - Analyze MRR growth rate (healthy: >15% month-over-month) Indicates long-term sustainability and profitability. This framework provides a holistic view of your MVP's performance. It balances short-term traction with long-term potential. #mvp #starup #founder #b2b