New Relic Runs on Insights: Customer Usage

From New Relic By Posted in New Relic News, Using Our Products 18 February 2015

This New Relic Insights use case is taken from New Relic Runs on Insights, a new whitepaper collecting Insights use cases from across New Relic, highlighting some of the many ways the product can help businesses exploit the countless possibilities for leveraging their data in real time, without needing developer resources, and allowing them to make faster, more informed decisions. Download the New Relic Runs on Insights whitepaper now!

It’s not often that a product manager gets the opportunity to use the product they manage to make a positive impact on the role and the company. But that dream scenario came true for Jim Kutz, technical product manager for New Relic Insights, who was able to leverage it to be more effective at his job.

Understanding how customers use products and their individual components and features is the heart product management. But getting detailed and accurate information on actual customer usage is a perpetual challenge for many companies.

Establishing the traditional customer feedback loop, for example, can take months of effort after a new product version is released, and even then may not provide enough detail.

To speed things up, Kutz decided to take advantage of his own product to get the immediate, detailed information he needed to guide future product development strategies and ultimately improve the customer experience. “Instead of running a focus group, conducting surveys, or interviewing a self-limiting number of customers, I realized that I could see, in real time, how our customers are using New Relic Insights,” says Kutz. “All I needed to do was write a few queries.”

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Quick and easy insights into New Relic Insights usage

Kutz quickly built a New Relic Insights dashboard to display the usage data he and the rest of the Insights product team needed to drive better decisions. On a daily basis, he says, “I can see how customers are engaging with the product… I’m not only counting the amount of usage, but I can now understand the context of how our customers are using our product.”

Kutz got to experience firsthand just how easy it is to use New Relic Insights: “It literally took me minutes to build a basic dashboard,” he recalls.

Kutz and other members of the product management and development team use the information gleaned from New Relic Insights to drive development efforts and continuously improve the customer experience for Insights users. For example, Kutz and team have used their newfound insights to:

  • Target ideal candidates for a usability study for a new product feature
  • Discover common use cases across customers
  • Identify which new attributes to include out-of-the-box

Dramatically accelerating the feedback loop

“The entire team feels more engaged with customers because they can see that people are using the product. “It’s a great motivational tool,” Kutz says, “because it dramatically shortens the customer feedback loop.”

Insights is an excellent tool for continually monitoring site performance and customer experience. Product managers for many New Relic products now use Insights to glean insight about customer usage. The product manager for New Relic APM, for example, uses Insights to identify pages in the application that provide less satisfactory experiences so the engineering team can focus on improving them first.

And that’s only the beginning. “There are so many different directions we can go with this product,” Kutz says. “Understanding how people are using features and validating usage helps us determine the best roadmap.”

To learn more, download the New Relic Runs on Insights whitepaper now!

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