Listening to the Voice of the Customer: Top 6 Findings from the Revulytics Product Management Survey

WATCH the full webinar here: https://www.revulytics.com/webinar-pm-survey-results-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. Based on Gartner’s prediction, Revulytics was interested to see where things stand today and wanted to get a better sense of how Product Managers are currently using customer data.

This recorded webinar reveals and analyzes the findings of our Q3 Product Management survey including:

Effectiveness of tools for collecting customer data
Usefulness of customer data for specific product management functions
How often customer data is actually being used to make decisions
What’s the one thing Product Managers would like customer data to tell them
We explore the survey results through the lenses of direct vs. indirect sources of customer data, qualitative vs. quantitative data, and manual vs. automatic collection methods.

1. Listening to the Voice of the Customer Top 6 Findings from the Revulytics Product Management Survey Keith Fenech VP, Analytics Michael Goff Marketing Director

2. Agenda About the Survey Survey Results and Reactions Case Studies – Customer Data Applications Q&A 2

3. About the Survey “By 2021, 75% of software providers will rely on insights from embedded software usage analytics to inform product management decisions and measure customer health.” (Gartner, Predicts 2018: Technology Go-to-Market ) 3

4. Who Responded? 4 319 Respondents

5. Who Responded? 5

6. One thing you would like customer data to tell you? 6

7. 7 One thing you would like customer data to tell you? “I would like more customers to respond and be willing to provide feedback. Then, I would like customer data [to] tell us which features we should prioritize working on first. I’d also like better insights into whether a release was successful.” “If they’re telling the truth” “I would want to know each customer more individually so that I can treat them that way as much as possible”

8. How effective are the following for collecting customer data in your organization? 8

9. Who Uses Customer Data In Your Organization? 9

10. Customer Data Is Useful For… 10 “What the customer actually values and how the product use has helped them realize their business results” “Are users able to complete the jobs they want to complete in our software” “What feature would my users miss the most if I [have it] removed? What feature would my users love the most if I added it in?”

11. But… 58% use customer data less than half the time to make product roadmap decisions 11 Don’t Use Use

12. What tool do you use to collect and analyze customers’ product usage data today? 12 “By 2021, 75% of software providers will rely on insights from embedded software usage analytics to inform product management decisions and measure customer health.” (Gartner, Predicts 2018: Technology Go-to-Market )

13. What percentage of time do you use customer data to make product roadmap decisions (by tool)? 13

14. Leveraging Customer Data Real World Examples 14

15. Accelerating UI/UX Redesign Product Redesign in Half the Time Mature CAD/CAM software, thousands of customers Deep and complex product with 1,200+ functions Needed a UI overhaul: Menu vs Ribbon? Homebuilt software usage analytics package Too much time and effort to visualize, analyze, and report on the terabytes of data it was generating Redesign executed in 18 months at significantly reduced cost by using data from Revulytics Usage Intelligence which features are used most often which functions could be grouped together Result: more intuitive UI with overwhelmingly positive feedback 15

16. Mastercam Mill X7 – Before Redesign 16

17. Mastercam Mill 2017– After Redesign 17

18. Delivering Innovative Features Continuous Customer Feedback Loop, More Data-Driven Org Building Information Modeling (BIM) software with customers in over 70 countries Previously relied on customer interviews, user interactions with Sales and Support Wanted a better understanding of user engagement by geography Discovered that customer base is using more powerful computers than previously recognized Developers can now implement features requiring more robust hardware, confident that their innovations won’t leave customers behind 18

19. Beta Testing Focusing Engineering and QA Resources More than 5,000 creative organizations and 100,000 professionals No data to support intuitive sense of how customers used applications, many for decades Shift towards agile methodologies required a more quantitative way to capture customers’ needs Can now direct QA resources more effectively and decrease waste on edge cases and configurations that are rarely used Savings of $10-20K per release in QA time alone Extended the functionality of existing products and shaped entirely new offerings based on Revulytics usage data 19 “We are absolutely hooked on usage data. Its one of the first dashboards I fire up every morning. It helps us all know exactly what’s going on, so we’re aware of problems sooner – and opportunities, too.” (Toby Martin, VP, Development & Strategy)

20. About Revulytics Revulytics offers cloud-based software usage analytics that give software producers deep visibility into how their products are being used and misused 20 www.revulytics.com/pmsurvey

21. Q&A 21 Thank you for joining us today - you will receive a link to the recording Please enter your questions in the GoToWebinar control panel’s Questions box Download the Report and Case Studies at www.revulytics.com/pmsurvey Start tracking your product usage in just 30 minutes with a free trial at www.revulytics.com/freetrial Learn more at devzone.revulytics.com Keith Fenech VP, Analytics Michael Goff Marketing Director