Managing customer expectations for new feature requests
If you’ve worked in a customer-facing role at a SaaS company, then you’ve received feature requests before. How do you manage these customer expectations?
How internal product roadmaps improve productivity and transparency
Internal product roadmaps have benefits way beyond keeping development work organized. Getting to them requires pulling them out of their narrow context.
How to reduce SaaS churn with perfectly timed customer success
No matter how hard you work at acquiring new customers, it’s useless if you have a “leaky bucket”—a high churn rate. Here’s how customer success can help.
Are all feature voting tools equally bad?
When people think of “feature voting tools”, they imagine a basic upvote-downvote system. However, feature voting has come a long way since then.
Canny best practices: responding to feedback
Responding to all customer feedback is almost impossible. Here are some guidelines to help you craft responses to feedback.
How to start making your business customer focused
There’s no “official” definition of being “customer focused”. Most companies have made up their own. Here are some tips to get you started.
Canny best practices: How to position feature voting to customers
Adopting a new system can be both exciting and scary. Here are some tips on how to rally your customers around Canny.
How to deal with negative customer feedback
Every company gets negative customer feedback. It will happen, no matter how hard you try to be flawless. The only thing you can control is how you react.
What is NPS and how to use it to gauge customer satisfaction
There’s a simple metric that gives you a good, easy snapshot of your customers’ satisfaction. What is NPS (Net Promoter Score) and how do you use it?
