An emissions monitoring SaaS provider found an unfamiliar user persona across their accounts. This persona, who also significantly influences the purchasing process, expressed strong dissatisfaction with the current product.
An industrial steel manufacturer discovered that 50% of their existing customers were eager to buy steel online and launched a successful e-commerce platform to meet customer expectations.
Remote equipment monitoring and reliability services provider learned that their SaaS lacked functionality which caused customers to demand free extra support from the provider’s staff, costing $2M each year.
5% of features are used 95% of the time. Rely on customer insights to build the right features.
One-quarter delay in time-to-market equals a loss of 50% of that product’s profit. Deliver what customers need without delay.
Companies can monetize on loyal customers 2.4 times more. Build loyalty by anticipating customer needs.
Utilizing customer insights and human-centered design cuts development and testing costs by 33%.
Key insights
Summary of customer insights regarding current and desired customer experience with products or services, identifying key expectations, attitudes, unmet needs, and opportunities.
Core metrics
Customer NPS, customer loyalty drivers, digital experience baseline metrics to level set stakeholders and track progress of all improvements
Visiontype
A tangible illustration of a key proposed solution or enhancement to the current SaaS that aligns with stakeholder objectives.
Technical assessment
An evaluation of the current technical landscape as it pertains to providing services, products, and key opportunity areas with recommendations that are focused on meeting customer needs.
Roadmap and next steps
Roadmap for implementing recommendations with milestones, resources, timelines, etc.
