Conducting Market Research for Clients

Communicating complex data insights to stakeholders who may not have a technical background is crucial for the success of any data science project. Here are some personal tips that I've learned over the years while working in consulting: 1. Know Your Audience: Understand who your audience is and what they care about. Tailor your presentation to address their specific concerns and interests. Use language and examples that are relevant and easily understandable to them. 2. Simplify the Message: Distill your findings into clear, concise messages. Avoid jargon and technical terms that may confuse your audience. Focus on the key insights and their implications rather than the intricate details of your analysis. 3. Use Visuals Wisely: Leverage charts, graphs, and infographics to convey your data visually. Visuals can help illustrate trends and patterns more effectively than numbers alone. Ensure your visuals are simple, clean, and directly support your key points. 4. Tell a Story: Frame your data within a narrative that guides your audience through the insights. Start with the problem, present your analysis, and conclude with actionable recommendations. Storytelling helps make the data more relatable and memorable. 5. Highlight the Impact: Explain the real-world impact of your findings. How do they affect the business or the problem at hand? Stakeholders are more likely to engage with your presentation if they understand the tangible benefits of your insights. 6. Practice Active Listening: Encourage questions and feedback from your audience. Listen actively and be prepared to explain or reframe your points as needed. This shows respect for their perspective and helps ensure they fully grasp your message. Share your tips or experiences in presenting data science projects in the comments below! Let’s learn from each other. 🌟 #DataScience #PresentationSkills #EffectiveCommunication #TechToNonTech #StakeholderEngagement #DataVisualization

Your research findings are useless if they don't drive decisions. After watching countless brilliant insights disappear into the void, I developed 5 practical templates I use to transform research into action: 1. Decision-Driven Journey Map Standard journey maps look nice but often collect dust. My Decision-Driven Journey Map directly connects user pain points to specific product decisions with clear ownership. Key components: - User journey stages with actions - Pain points with severity ratings (1-5) - Required product decisions for each pain - Decision owner assignment - Implementation timeline This structure creates immediate accountability and turns abstract user problems into concrete action items. 2. Stakeholder Belief Audit Workshop Many product decisions happen based on untested assumptions. This workshop template helps you document and systematically test stakeholder beliefs about users. The four-step process: - Document stakeholder beliefs + confidence level - Prioritize which beliefs to test (impact vs. confidence) - Select appropriate testing methods - Create an action plan with owners and timelines When stakeholders participate in this process, they're far more likely to act on the results. 3. Insight-Action Workshop Guide Research without decisions is just expensive trivia. This workshop template provides a structured 90-minute framework to turn insights into product decisions. Workshop flow: - Research recap (15min) - Insight mapping (15min) - Decision matrix (15min) - Action planning (30min) - Wrap-up and commitments (15min) The decision matrix helps prioritize actions based on user value and implementation effort, ensuring resources are allocated effectively. 4. Five-Minute Video Insights Stakeholders rarely read full research reports. These bite-sized video templates drive decisions better than documents by making insights impossible to ignore. Video structure: - 30 sec: Key finding - 3 min: Supporting user clips - 1 min: Implications - 30 sec: Recommended next steps Pro tip: Create a library of these videos organized by product area for easy reference during planning sessions. 5. Progressive Disclosure Testing Protocol Standard usability testing tries to cover too much. This protocol focuses on how users process information over time to reveal deeper UX issues. Testing phases: - First 5-second impression - Initial scanning behavior - First meaningful action - Information discovery pattern - Task completion approach This approach reveals how users actually build mental models of your product, leading to more impactful interface decisions. Stop letting your hard-earned research insights collect dust. I’m dropping the first 3 templates below, & I’d love to hear which decision-making hurdle is currently blocking your research from making an impact! (The data in the templates is just an example, let me know in the comments or message me if you’d like the blank versions).

"Talk to customers" is classic startup advice. But not enough folks teach you how to talk to users in a way that gets you actual insights. Since launching Decagon and raising $100M over 3 rounds, we’ve learned a lot, especially about GTM. Here's how we've adapted our customer conversations to go beyond surface-level excitement and uncover real signals of value. We benchmark around dollars when discussing product features. Why? Because it’s easy to run a customer interview where the customer seems thrilled about a new idea we have. But excitement alone doesn’t tell you if a piece of feedback is truly valuable. The only way to find out is to ask the hard questions: → Is this something your team would invest in right now? → How much would you pay for it? → What’s the ROI you’d expect? Questions like these don’t allow for generic answers—they'll give you real clarity into a customer's willingness to pay. For example: say you float a product idea past a potential user. They're stoked by it. Then you ask how much they'd pay for said product—and the answer is $50 per person for a 3-person team. Is that worth building? It might be, depending on the outcome you're shooting for. But if your goal is to build an enterprise-grade product, that buying intent (or lack thereof) isn't going to cut it. If you'd stopped the interview at the surface-level excitement, you might have sent yourself on a journey building a product that isn't viable. By assessing true willingness to pay you can prioritize building what users find valuable versus what might sound good in theory. Get to the dollars as quickly as you can. It’s an approach that has helped us align our roadmap with what customers truly need and ensure we’re building a product that has a measurable impact.

About 20 years ago, I started doing something simple yet incredibly powerful: I picked up the phone and asked my clients’ customers a few honest questions. No fancy research firms. No complicated surveys. Just real conversations. Fast forward to today—I’ve done over 1,000 of these interviews. And I can confidently say this: Talking to your customers is the single most important thing you can do to shape your marketing. But here’s the catch: you have to keep probing. If you ask, “Why did you choose this company?” most people will say things like: ~ They had great service. ~ They were professional. ~ Their pricing was fair. That’s surface-level. It’s not the real reason. So, I always ask, as a follow-up, something like, “Tell me a story about a time when they provided great service.” That’s when the gold comes out. 👉 “I was in total panic because my system went down before a big presentation, and they picked up the phone on the first ring. I didn’t feel like just another customer—I felt like they actually cared.” 👉 “We were struggling to figure this out, and they didn’t just fix the problem—they walked us through it step by step, so we felt in control again.” This is what they are not getting anywhere else in their life. When you listen for emotional words and themes, you uncover what really matters. It’s rarely about product, price, or features—it’s about trust, confidence, relief, and peace of mind. And when you use the exact words your customers use to describe their problems (instead of industry jargon), your messaging becomes clearer. Your website resonates more. Your ads perform better. So here’s my challenge to you: Go talk to your customers. But don’t stop at the first answer. Keep asking. Dig deeper. Make them tell you a story. "Tell me more about that" is your best tool; keep asking it over and over. You might be surprised at what you hear. And it just might change the way you do marketing forever.

Over the past 20 years in market research, many project issues I've seen stem from mismanaging client expectations. Whether you work for a research firm, an agency, a consultancy, or any other business that involves regular client discussions, here are 4 pointers. 1️⃣ Communication—Regularly communicate, candidly ask the client how often they want updates, and never let a week go by without touching base, regardless of the project stage. Anticipate questions and answer them before they ask. A client sending an email asking, "What's the status of...?" is a failure on your end - within reason. Lack of responsiveness leads to mistrust, even more micromanagement, skepticism, and other issues that can be snuffed out by communicating openly. 2️⃣ Be Realistic—We all want to say "yes" to clients, but there are often ways to showcase your experience and expertise by being honest about what can be achieved with a given timeline and budget. The expectation could be a lack of understanding about the process or industry norms. Underpromise and overdeliver versus overpromise and underdeliver. Those honest conversations may appear inflexible, but they're often more about setting expectations and setting up both parties for long-term sustainable success. Saying "no" to this project could be a better long-term decision for the account than saying "yes" and failing with no second chance. 3️⃣ Understand Perspective—Take the time to actively listen to your client's needs, goals, and priorities. It goes beyond listening and includes asking smart (and sometimes bolder) questions to get a complete understanding. What drove the need for research? Why is receiving results within 2 weeks crucial? What happens if you don't receive results in 2 weeks? Understanding what's pushing the decisions behind the scenes can be a game changer. 4️⃣ Solutions Over Problems—Never present a problem or an issue to a client without a path forward. "This happened, but here are 3 things we can do to fix it." You need to be more than someone who relays information, you need to be a true consultant. Be able to justify each recommendation and explain the pros and cons of each path. -------------------------------------- Need MR advice? Message me. 📩 Visit @Drive Research 💻  1400+ articles to help you. ✏️ --------------------------------------

If you're only segmenting your customers based on ARR, You're going to have trouble driving your customer outcomes. Why? 📣 Because ARR is about what you want. Not what they want. 📽️ The Big Picture: Effective segmentation has three key components: 🧩 Use Case  🔨 Vertical, and  💰 ARR. By understanding these aspects, you can align your strategies with what customers truly want and ensure their desired outcomes. 🎉 Customer Segmentation by Use Case: What outcome are they trying to achieve? How should they use your product/service so that they achieve that outcome? Mapping that out is the foundation of customer success. 🔨 Customer Segmentation by Vertical: Vertical-based segmentation holds tremendous value. Different industries utilize your product in unique ways, even if they share similar use cases. Tailor your approach accordingly to deliver customer success and drive advocacy within each vertical. 💰 Customer Segmentation by ARR There IS some validity to segmentation by ARR - mainly because the size of the company will dictate the complexity of the rollout. It's going to take different strategies, processes, and enablement materials to roll your product out to an enterprise company with 1000 users, than you would use for the mom-and-pop shop down the street. ⭐️ And while we are focused on the customer attaining their goal, don’t forget… you work for YOUR company. And money is THEIR desired outcome! 🧪 Mix-and-Match: Don't limit yourself to rigid segmentation. Explore cross-pollination opportunities within the same industry. ✏️ Create Modified Customer Journeys: Craft distinct customer journeys for each use case and vertical. Analyze data from successful customers to refine your approach. Engage with customers to understand their business problems and how they use your product to solve them. Tailor health scores and success metrics to cater to the unique needs of different verticals. 👯♀️ Customer Segmentation by Vertical = Community and Thought Leadership: Vertical-based segmentation provides an opportunity to build communities and establish thought leadership. Create industry-specific content, foster networking opportunities, and invite successful customers to share their experiences. By becoming a gathering place for your ideal customers, you strengthen your brand and nurture advocates. What are your thoughts on customer segmentation? Share your experiences and opinions in the comments below! 👇🏻 #segementation #customersuccess PS - If you like practical CS strategies like this one, be sure to sign up for the Provan Success newsletter below!

Your Product Managers are talking to customers. So why isn’t your product getting better? A few years ago, I was on a team where our boss had a rule: 🗣️ “Everyone must talk to at least one customer each week.” So we did. Calls were scheduled. Conversations happened. Boxes were checked. But nothing changed. No real insights. No real impact. Because talking to customers isn’t the goal. Learning the right things is. When discovery lacks purpose, it leads to wasted effort, misaligned strategy, and poor business decisions: ❌ Features get built that no one actually needs. ❌ Roadmaps get shaped by the loudest voices, not the right customers. ❌ Teams collect insights… but fail to act on them. How Do You Fix It? ✅ Talk to the Right People Not every customer insight is useful. Prioritize: -> Decision-makers AND end-users – You need both perspectives. -> Customers who represent your core market – Not just the loudest complainers. -> Direct conversations – Avoid proxy insights that create blind spots. 👉 Actionable Step: Before each interview, ask: “Is this customer representative of the next 100 we want to win?” If not, rethink who you’re talking to. ✅ Ask the Right Questions A great question challenges assumptions. A bad one reinforces them. -> Stop asking: “Would you use this?” -> Start asking: “How do you solve this today?” -> Show AI prototypes and iterate in real-time – Faster than long discovery cycles. -> If shipping something is faster than researching it—just build it. 👉 Actionable Step: Replace one of your upcoming interview questions with: “What workarounds have you created to solve this problem?” This reveals real pain points. ✅ Don’t Let Insights Die in a Doc Discovery isn’t about collecting insights. It’s about acting on them. -> Validate across multiple customers before making decisions. -> Share findings with your team—don’t keep them locked in Notion. -> Close the loop—show customers how their feedback shaped the product. 👉 Actionable Step: Every two weeks, review customer insights with your team to decipher key patterns and identify what changes should be applied. If there’s no clear action, you’re just collecting data—not driving change. Final Thought Great discovery doesn’t just inform product decisions—it shapes business strategy. Done right, it helps teams build what matters, align with real customer needs, and drive meaningful outcomes. 👉 Be honest—are your customer conversations actually making a difference? If not, what’s missing? -- 👋 I'm Ron Yang, a product leader and advisor. Follow me for insights on product leadership + strategy.

You might as well be speaking “Klingon” Just dropped from a meeting where the IT Director provided his update to the leadership team. The c-level folks and non-technical leaders had no clue what he was talking about… From my experience this is the #1 mistake technical professionals make when meeting with business stakeholders I'll be blunt… business stakeholders don’t care about your technical architecture diagrams, your configuration details, or how cutting-edge your solution is. They care about outcomes. They care about results. They care about impact. BUT most technical professionals go into meetings armed with technical jargon & acronyms and leave the room wondering why no one bought in. If you’re presenting to business leaders, here’s the reality check… you are selling and you’re not selling technology - you’re selling business value. I don’t like to present a problem without a solution – so let’s try this… Step 1 Start every conversation by answering this “How does this solve a business problem?” If you have a technical solution that reduces costs, increases revenue, mitigates risk, or makes life easier for users, lead with that. Everything else is just details that nobody cares about. Step 2 Translate technical features into business benefits. Instead of saying, “We’re implementing zero trust,” say, “We’re reducing critical risks to our top revenue producing critical business functions.” Step 3 Stakeholders want to hear about how your solution will reduce downtime, increase productivity, save $$$, or improve client satisfaction. Make your impact measurable and relatable. Step 4 Can you reframe your message using an analogy or better yet a story. Numbers are great, but stories are sticky and resonate. Frame your solution in the context of a real-world scenario, like something stakeholders can visualize and connect with. Step 5 No one likes a squeaky wishy washy technical expert. Take a position, back it with evidence, and be clear about the path forward. Confidence inspires trust. Stop talking about the “how.” Start owning the “why.” And STOP speaking “Klingon” When you shift your focus to business value, you’ll see interest, buy-in, alignment, and support. #ciso #dpo #msp #leadership

Assumptions can lead to costly mistakes. My first SaaS company didn't go anywhere. I thought I was so smart, but going after the wrong people + building for wrong people cost me everything. Lots of hours put in, very little output. Most marketers think they know who their ideal customer is, and they think they know them. But until you validate your assumptions, you’re operating on guesswork—and guesswork is expensive. When I launched the first version of Wynter, I targeted copywriters... after all, who cares more about copy than them? Turns out most of them did not want any messaging validation work ("I don't like people judging my work" lol) + they didn't have any money. There was no pain they felt on their end regarding messaging validation. The pain was all in-house, felt by people hiring the copywriters: will this work? What does my ICP really care about? How can we make this copy stronger? My ICP research work had been lackluster, and I paid the stupid tax (six months of wasted efforts). A strong ICP (ideal customer profile) is built on real insights—validated, actionable, and directly tied to your audience’s needs. Avoid my mistakes and continuously refine your ICP: 1. Interview your customers: Talk to recent buyers or lost deals. Learn why they chose—or didn’t choose—your solution. Focus on the specific triggers that drove their decision and the language they use to describe their needs. 2. Survey your target market: Use target market surveys to dig into pain points, priorities, and decision-making processes. If you're in B2B, Wynter will deliver responses in 48 hrs. 3. Analyze sales conversations: Dive into sales call transcripts using tools like Gong or Chorus. Spot patterns in objections, common themes, and recurring questions your prospects raise. 4. Test your messaging: Use tools like Wynter to test key website pages with a vetted audience that matches your ICP. 5. Study competitor positioning: Analyze competitors’ messaging to uncover what they emphasize and where you can stand out. For example, if their messaging focuses on efficiency, can you carve a niche around customer experience and support? 6. Audit internal data: Review internal resources—support tickets, chat logs, and retention data. Who uses you the most, who gets the most value out of you? 7. Create iterative feedback loops: Insights aren’t static. Use tools like Wynter and Gong regularly get a pulse on your ICPs changing needs and perceptions. Building a strong ICP isn’t about guessing; it’s about listening—through tools, conversations, and data. The payoff? Better targeting, clearer messaging, and avoid paying the stupid tax.

Drawing from years of my experience designing surveys for my academic projects, clients, along with teaching research methods and Human-Computer Interaction, I've consolidated these insights into this comprehensive guideline. Introducing the Layered Survey Framework, designed to unlock richer, more actionable insights by respecting the nuances of human cognition. This framework (https://lnkd.in/enQCXXnb) re-imagines survey design as a therapeutic session: you don't start with profound truths, but gently guide the respondent through layers of their experience. This isn't just an analogy; it's a functional design model where each phase maps to a known stage of emotional readiness, mirroring how people naturally recall and articulate complex experiences. The journey begins by establishing context, grounding users in their specific experience with simple, memory-activating questions, recognizing that asking "why were you frustrated?" prematurely, without cognitive preparation, yields only vague or speculative responses. Next, the framework moves to surfacing emotions, gently probing feelings tied to those activated memories, tapping into emotional salience. Following that, it focuses on uncovering mental models, guiding users to interpret "what happened and why" and revealing their underlying assumptions. Only after this structured progression does it proceed to capturing actionable insights, where satisfaction ratings and prioritization tasks, asked at the right cognitive moment, yield data that's far more specific, grounded, and truly valuable. This holistic approach ensures you ask the right questions at the right cognitive moment, fundamentally transforming your ability to understand customer minds. Remember, even the most advanced analytics tools can't compensate for fundamentally misaligned questions. Ready to transform your survey design and unlock deeper customer understanding? Read the full guide here: https://lnkd.in/enQCXXnb #UXResearch #SurveyDesign #CognitivePsychology #CustomerInsights #UserExperience #DataQuality