Actionable Customer Feedback Guides Roadmap and Reduces Churn Apptentive Helps Company Drive Product Prioritization, Ratings, and Lifetime Value A global company removed a feature at the request of an executive, without justifying the decision based on data. Customers were unhappy with the update, reducing the company’s app ratings to 1-star and negatively impacting retention. The product team needed a way to capture actionable customer feedback in order to justify future product roadmap decisions and to stop internal debates from derailing progress. The company implemented Apptentive’s software and utilized In-app Surveys. They designed questions (e.g. “What would you like improved in the app?” and “Which feature should we build next?”), defined segments, and collected re

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