Category Archives: Product Development

Customer Engagement Dashboard

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Recency Frequency Monetary (RFM) Customer Segmentation

RFM Analysis. It is a marketing technique used to quantitatively determine which customers are the best ones by examining their shopping behaviour – how recently a customer has purchased (recency), how often they purchase (frequency), and how much the customer spends (monetary). RFM analysis is based on an extension of Pareto’s principle which says that […]

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How to Choose the Right KPI?

Product key performance indicators (KPIs) are metrics that measure your product’s performance. They help you understand if the product is meetings its business goals and if the product strategy is working. Without KPIs, you end up guessing how your product is performing. Long vs short term metrics KPI/Business metrics, counter metrics Optional (deep dive/debug/perf/safety metrics) […]

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How to Measure Customer Satisfaction

                      Customer Satisfaction Score (CSAT) Customer Effort Score (CES) Net Promoter Score (NPS®)* Question How would you rate your experience with your … (e.g. recent support requirement)? The organization made it easy for me to handle my issue On a scale of 0-10 how likely would […]

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Customer Experience

Good customer experience leaves people feeling heard and appreciated; it minimizes friction, maximizes efficiency and maintains a human element. We asked 15,000 consumers in 12 countries what it takes to deliver the kind of experience that keeps them satisfied and coming back. Bad experiences are driving customers away—faster than you think If you think you’ll […]

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Measuring the Success of a Feature

Step 1: Measure basic usage of the new feature First, you need to answer the most basic question: are people using the feature? There are a few key metrics you should look at to get a complete answer to that question: total number of times people are using the feature the number of unique users […]

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Product Development Cycles

Before Qualitative: user research, survey/focus group quantitative : observational (hypothesis forming/opportunity sizing) Build!  After Unit/Integration/System Test User acceptance test: Alpha (dog fooding) internal employees/ Beta test (reporters, columnists, celebrity) To production: A/B test release candiate Release (ship)     The eight stages or process or steps involved in the development of a new product are […]

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