Software Customer Support

  1. Usage Analytics: Solibri Applies Immediate And Actionable Usage Insights To Build Higher-Value Construction Software
    12/19/2018

    Today, construction firms are faster to recognize the benefits of innovative technology, says Solibri Product Manager Juan Rodriguez. But the far-reaching nature of Solibri’s users – professionals in multiple disciplines, on every continent – has made it hard to get timely and complete customer feedback. Solibri wanted a much better understanding of how our typical users are engaging with the software through anonymous usage data. If they created a new feature, was it successful? Has it been adopted? Why, or why not?”

  2. Top Findings From The Revulytics Product Management Survey
    12/19/2018

    We asked the product management community about software usage data. This report shows what they told us. Gartner has predicted that by 2021, 75% of software providers will rely on insights from embedded software usage analytics to inform product management decisions and measure customer health.

  3. Leading Healthcare Software Firm Applies Data-Driven Planning To Reinvigorate A 25-year-old System
    12/19/2018

    Understanding customer usage data resulted in higher product quality, more efficient R&D investments, tighter alignment with customers, and greater customer loyalty for this healthcare software firm.

  4. Software Usage analytics Buyer’s Guide
    12/19/2018

    Software usage analytics arms product management and marketing professionals with answers and insights to crucial questions about user environments, prospect evaluation and buying cycles, product trial conversions, renewals and upgrades, feature usage, and software reliability.

  5. Software Companies Monetize Piracy And Infringement
    12/19/2018

    Here are the key lessons about capturing better data, making informed decisions about it, and efficiently managing the process of transforming infringing users into paying customers.

  6. Take The Guesswork Out Of Product Management - Series Part 1 of 3
    12/19/2018

    Most software product managers only have access to limited data and anecdotal evidence of product use. They lack the tools to make informed decisions based on actual customer usage of their applications. Unfortunately, this lack of data-driven insight can stand in the way of successfully meeting their customers’ needs.

  7. Take A Customer-Centric Approach To Product Management - Series Part 2 of 3
    12/19/2018

    Being customer-obsessed is essential to delivering successful software products and increasing satisfied customers.  Most software product managers only have access to limited data and anecdotal evidence of product use.  Information that enables you to understand user behavior and make informed decisions that support customer needs is lacking at every stage of the product development process.

  8. A Product Manager’s Guide To In-App Messaging - Series Part 3 of 3
    12/19/2018

    Leveraging anonymous usage data with contextual in-app messages is a better way to engage with your users. By delivering the right message to the right user at the right time, it can dramatically help drive adoption of key features, increase conversion rates, and retain existing customers. All across the customer lifecycle, in-app messages can deliver a better customer experience for better business results.

  9. 6 Mistakes Software Companies Make With Channel Programs
    12/12/2018

    Building an indirect sales channel is not easy, and it takes time and effort to do this correctly. In building our channel at MicroBiz, here are a few lessons we learned.

  10. How Product Managers Listen To The Voice Of The Customer
    12/11/2018

    Gartner has predicted that by 2021, 75% of software providers will rely on insights from embedded software usage analytics to inform product management decisions and measure customer health (Predicts 2018: Technology Go-to-Market). Based on this prediction, we were interested to see where things stand today and wanted to get a better sense of how Product Managers are currently using customer data and listening to the voice of the customer.