Product Management Blog Archives | Usersnap Customer Feedback

SaaS Churn: Best Guide & How To Count It

Grab your salted caramel iced mocha—we’re about to turn you into the churn hero your SaaS company didn’t know it needed.

Let’s rewind to 2020. Our monthly SaaS churn rate hit a painful 6.22%—over double our internal benchmark. Not great, especially when you’re aiming for product-led growth, where delivering consistent user value is the name of the game.

Instead of reacting randomly, we zoomed out and looked at churn through a PDLC lens. That meant treating churn not just as a support or success issue, but as a product problem. We pulled together product managers, data analysts, and customer success leads, embedding churn analysis and feedback loops directly into our development cycles.

The result? We dropped churn to 4.26%.

But then—cue dramatic music—COVID-19 hit. Our roadmap shifted, user behavior changed, and despite our progress, SaaS churn crept back up to 6.12% by June 30, 2021. Our north star was still 3%, and we knew we couldn’t chase that number with surface-level fixes.

So we doubled down. We aligned every stage of the PDLC—discovery, prioritization, shipping, and feedback—with one mission: reducing churn sustainably.

We’ll walk you through exactly how we did it, what worked (and what didn’t), and how you can integrate churn-reducing strategies right into your PDLC to build a stickier, healthier SaaS product.

Continue Reading →

Jira Issue Types: Hierarchy & Examples

In the early days of personal computing, my generation used to spend a lot of time organizing our digital desktops.

Some undertook this endeavor to maintain a sense of order, while others were driven by the irresistible urge to satisfy their OCDs and appease their inner perfectionist.

Regardless of the motivation, the practice of tidying up our virtual workspace mirrored the innate human desire for structure and clarity in our surroundings.

Continue Reading →

What is the CIRCLES method? Examples from Senior PM

Imagine stepping into the world of product management not just with a bold product vision, but with a proven framework that top PMs rely on to consistently turn raw customer feedback into successful product decisions.

That framework is the CIRCLES method—a strategic approach that helps you prioritize, structure, and act on what truly matters across the product development lifecycle (PDLC).

From collecting feedback to defining the right problems, brainstorming solutions, and validating with users—the CIRCLES framework brings clarity and focus to every stage of your PDLC.

Ready to move from chaos to clarity? Let’s break down the CIRCLES method and see how it can elevate your product thinking and amplify your impact.

Continue Reading →

What is Customer Effort Score (CES)? How to Use It & 12 Questions

Customers don’t just want great products—they want effortless experiences.

💡 Imagine visiting a website where navigation is a nightmare. Or a checkout process that feels like a marathon. Frustrating, right?

The truth is, reducing effort matters more than delighting customers. Research shows that companies that make interactions quick and hassle-free drive more loyalty than those focused only on improving the overall experience.

This is where Customer Effort Score (CES) surveys become essential. By measuring friction points at every stage of the Product Development Lifecycle (PDLC), businesses can eliminate roadblocks before they impact retention and conversion rates.

🚀 Usersnap’s CES survey templates help you collect real-time feedback and ensure every interaction is as smooth as possible. If you’d like to see an example of a ready-made CES survey, come and use our CES survey template right away.

Continue Reading →

How Using ChatGPT for Product Management is a Valuable Time-Saver

Product managers have a lot of ground to cover. From staying on top of market trends, user needs, customer feedback, and industry insights to managing their resources, and planning what’s ahead for their product. It’d be nice if there were a helping hand sometimes that could take over the more tedious and repetitive tasks. What if we could harness the power of AI, or ChatGPT for product management?

Continue Reading →

Qualitative Feedback: What is, How to Collect & Analyze It?

Qualitative feedback is essential when you’re building and maintaining an app that 1000s of users rely on. It’s the difference between having a functional & useful page, vs. buttons & features that are not working. No matter what you’re working on, or which industry you’re in, it’s important to understand the needs of your users, teams, and colleagues.

Not only does this make your life easier, but it’s also an indispensable way to increase efficiency, improve user satisfaction, and prioritize your goals.

Continue Reading →

6 Ways to Collect Product Feedback from Web Customers

You’ve just launched your new product or you just finished building a new website, and now you wonder what your customers think about those changes. You need product feedback, but can’t get it yet. We know the struggle.

Also, can customer feedback really provide insights to help your company propel itself into product-led growth?

Let’s see 6 ways you can approach this challenge.

Continue Reading →

The Most Hands-on Guide for SaaS Go-to-Market Strategy and Product Launch Plans

Whether you’re still validating your SaaS product idea or launching a new feature to an existing product line, thinking about your Go-To-Market Strategy is always relevant. In fact, iterating your strategy and improving each feature Go-To-Market plan as you grow and receive customer feedback is even more important.

Here’s the rub; no two companies are the exact same, so you can’t copy and paste a GMT strategy into your business and expect the same results. Instead, you can follow this hands-on guide for go-to-market strategy and product launch plans.

In this article, we’ll share tips and advice all about SaaS go-to-market strategies, with questions to ask, things to consider, and data to research so you can start your commercial enterprise on the right footing. Let’s dive in!