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Customer Pain (In-product Survey Design/Questions (Customer Segmentation…
Customer Pain
In-product Survey Design/Questions
Tailored to persona
tailored to stage in tenant journey
Expansion
Trial
usefulness
usability
Support
Onboarding
tailored to stage in user journey
tailored based on previous feedback (in-product re-target)
Customer Segmentation questions
Hours per task
$100 reinvestment
Tasks used
Effort required per task
Post-mortem cuts/segments to Analyze by
Tenant
Recency
Monetary Value
Frequency
Lifecycle stage
User
Feature Usage segment
Frequency
Recency
Monetary Value
Lifecycle stage
Persona
Product
Signals
Microsoft Telemetry
Service Health
Usage
end-user
maker
Support Channel Health
Survey/Feedback Toolset
In-product prompting
event-based
Feature usage
Scenario completion
workflow completion
Targeting stages of customer journey
Survey/Question design
By persona
Stage in user journey
Persona
Past feedback/survey responses
Tenant lifecycle
Out of product
Focus groups
Interviews/1x1 Meetings
Re-contact for more details
Relationship Marketing (inform emails)
Customer Telemetry (C2)
Sales KPIs
Lead %
Close rate
Completion rate by stage
Marketing
Reach
Campaign ROI
Growth in customers contacted
Customer Service
Service CSAT
Average time to closing tickets
Customer wait time