The Product Ops Effect

Some might argue that the Net Promoter Score (NPS) is oversimplified — and therefore an ineffective metric — but executives, investors, and VCs continue asking for it, and companies continue measuring it. No matter which side of the NPS debate you fall on, there’s no denying that word of mouth is powerful, and an important... Read more »

More and more, customer success teams have found innovative ways to let their product facilitate important customer milestones. Onboarding a new customer, providing opportunities for renewal, or pointing out new functionality can now occur without customers leaving the application. While in-app engagement is a great way to educate and assist customers, the rise of product... Read more »

When we think of customer success teams, we usually think just that: an entire team of people ready to help and enable customers to get the most out of your product. For Evan Balbona, client success manager at Prism, which provides productivity software for the live music industry, that team didn’t exist until he joined... Read more »

In the early days of Pendo, our founders established “maniacal focus on the customer” as a core value. A key way we live that out is by maniacally listening to customers.  With in-app surveys and polls and the new Pendo Feedback, we have a lot of built-in mechanisms to learn what our customers think, want,... Read more »