Great one, Ian! I really liked this case study because it's the most detailed on the user interviews steps you took compared to the previous ones. Another interesting part about it is sharing your thought process on what made you ditch the idea although the data proved otherwise. This stage in particular is a point of hesitation for many according to stories I've read on Indie Hackers.
Looking at the survey results, I think there are many pain points which seem to overlap with not high-enough voting for one specific problem from respondents. They seem to have issues in many areas and would need a complex product to solve them.
Thanks Ali and yes you are right. There was very little low hanging fruit in this problem set and I believe this is due to the complex nature of the role of a Customer Success Manager. There are many dependencies in such a role which makes simplification of processes and tools harder to achieve.
Hey Ian, Amazing Podcast, very insightful, would love to hear in general what made Planhat a tool of choice for the people you interviewed, was there something that was truly differentiated them from the competition ?
"I asked myself how excited I could get about improving operational support. Unfortunately, the answer was not very."
LOVE it 🤣
Great one, Ian! I really liked this case study because it's the most detailed on the user interviews steps you took compared to the previous ones. Another interesting part about it is sharing your thought process on what made you ditch the idea although the data proved otherwise. This stage in particular is a point of hesitation for many according to stories I've read on Indie Hackers.
Looking at the survey results, I think there are many pain points which seem to overlap with not high-enough voting for one specific problem from respondents. They seem to have issues in many areas and would need a complex product to solve them.
Thanks Ali and yes you are right. There was very little low hanging fruit in this problem set and I believe this is due to the complex nature of the role of a Customer Success Manager. There are many dependencies in such a role which makes simplification of processes and tools harder to achieve.
Hey Ian, Amazing Podcast, very insightful, would love to hear in general what made Planhat a tool of choice for the people you interviewed, was there something that was truly differentiated them from the competition ?
Disclaimer: I am currently a PM as Gainsight :)
Thanks @MoAzad, really appreciate it.
Reading back over my notes and here are some sentiments I captured.
"Very happy with this solution - very configurable and integrates all other systems (Billing, Intercom) also captures instances names and ids."
"Lots of great dashboards from this tool - some of the metrics could be improved though"
When asked about missing features from Planhat.
"More details about the users and what they are actually doing?"
"Proactively finding when usage is going down and up and why its happening"