Carl

And so if you weren't convinced already before joining the talk, I hope with these three reasons I can show you that you shouldn't disregard client-facing analytics.

It can bring you great value.

But knowing why you should do it doesn't mean that we know how to do it well.

And so let's talk about what is good customer analytics experience, and maybe more importantly, what it's not, how it can help you drive sticky behavior to your product, and then what does it really make great customer analytics experience.

So let's start with what it's not.

Although there are great examples out there, on average, most SaaS companies fail in doing client-facing analytics well.

And why is that?

Well, to look at that, we actually did large-scale research.

specifically focused on SaaS companies.

So what we did is we looked at 250 of the top performing companies on G2 on the main categories.

And we looked at how their end users perceived the analytical feature set.

And we actually found out that 89% of all these companies dealt with negative reviews.

So why was that?

Well, the main reason, 61% of all negative reviews indicated that it was too clunky to use.

They couldn't find their way in there.

Second reason, it didn't present the data that they needed to make the right decisions.

And then three, they weren't able to configure or edit the reports to their likings.

And when we actually started digging deeper, we saw that most SaaS companies look at client-facing analytics as necessary ebook, something you have to do to check a box, a cost center.

But they all fail to see the huge potential and the benefits that can bring about it.

And those benefits can be immense.