Driving Product Success with Customer Insights

Product Management
May 2, 2023
8 mins read


 A successful product appeals to its target market's needs, provides value, and is competitive in the market. Most importantly, the product should resonate with your target users. To achieve this, it's essential to understand the target audience and their needs fully. It involves conducting market research, analyzing customer insights, and constantly fine-tuning the product to meet evolving demands. This is where customer insights can play a major role.

Customer insights and user insights are crucial for your product's success. It gives you a wider perspective on your customer preferences and helps you lead a customer-driven product journey.

You can gather user insights by analyzing customer reviews, feedback, and NPS score. These mediums help you identify how satisfied the customers are with your product. Also, online customer interviews can provide you an insight into your and your competitors' products.

Conducting customer interviews is also a great way to determine your users' pain points. User testing helps you dive deeper into the user experience that your product provides.

These customer data that you receive from different mediums are pivotal in refining your product direction, identifying the pitfalls, and providing the best customer experience.

To effectively measure the success of your products and services, it's crucial to utilize metrics that provide valuable insights into user behavior. Several metrics can be employed, such as customer lifetime value, customer retention rate, Net Promoter Score (NPS), and engagement metrics, to assess and analyze the growth of your product in terms of user satisfaction and loyalty.

Before we dive deep into how customer insight can drive product success, let us look at what is customer insight.

Read on to learn how customer insights contribute to your product's success. First of all, let us learn, "what are customer insights?"

What are Customer Insights?

If you are trying to define customer insights, it would go something like this: Customer insights or consumer insights entail user data points on user behavior, preferences, purchasing pattern, etc. Consumer insights can unlock a wealth of knowledge about your target audience by combining consumer research, and market research.

You can use user insights to understand 'what your users need' and 'how they are using your products,'. This can help you better shape your product by addressing its real pain points. 

With technological advancements, product teams now have a multitude of ways to see consumer behavior and collect customer insight. You can also spend money on market research organizations to garner user insights. You can leverage this customer data for your product’s benefit and to enhance your customer experience. Let's now examine a few ways to collect customer insights.

How to Gather Customer Insights?

There are multiple avenues through which you can access abundant customer data. It includes conducting market research, scrutinizing customer service data, examining purchase history, and other methods that can help you gather valuable customer insights. When you analyze these data, you can adopt a comprehensive customer-centric approach and drive your products and services towards success. 

Let us look at some ways to gather customer insights.

How to Gather Customer Insights

Customer Reviews

Customer reviews are one of the best ways to gather customer insights. Your users leave their thoughts on your product on multiple channels as online reviews, giving you an outlook on the expectations and needs of the customers. Customers may also point out your shortcomings through reviews. Therefore, customer reviews are indeed a great way to broaden your understanding of what your customers expect from your product.

In addition to this, you can check out sites like G2, to get an overview of what people are talking about your competitors. You can keep an eye on their latest developments and what are the feature requests they are receiving. Going through these reviews would be an added value to your market research and would help you to plan your product in a more refined way.

NPS (Net Promoter Score)

The Net Promoter Score (NPS) is a metric to gather and understand customer sentiment and customer insights. In addition to measuring customer loyalty, it helps you comprehend how satisfied they are with your product. In order to calculate NPS, subtract the percentage of detractors (customers who would not recommend the product or service) from the percentage of promoters (customers who would highly recommend the product or service).

Once you understand how satisfied customers are with your product, you can take the necessary actions to improve the NPS score and subsequently drive product success.


Customer feedback helps you look at your product from different angles that you may have missed. It lets you into different facets of your product and gives an understanding of how happy and satisfied your customers are with your product. 

There is a myriad of ways to collect customer feedback. It includes:

  • In-app widgets
  • Customer Portal
  • Feedback forms

The trouble here is that you may find it hard to go through all these data and come to a conclusion. With Zeda.io, you can easily collect feedback from numerous sources, including in-app widgets, customer portals, and feedback forms, and consolidate it all into one convenient dashboard.

Our product management platform allows you to prioritize the top-requested features using multiple frameworks and decide what to build next.

Zeda.io, as a platform for product management, aids in product discovery and streamlines each step of the product management process, from inception to shipment to continuous iterations. Visit our website now to discover more about Zeda.io, the best product management platform.

User Testing

This is one of the effective ways to understand how your customers are engaging with your product. User testing aids you in identifying the pain points of users, understanding the customer needs and customer behavior, pinpointing the most user-friendly features, and, critically, uncovering potential weaknesses in your product. By leveraging these customer insights, you can refine your product to better serve your customers and increase their satisfaction.

User testing is a great way to gather actionable insights as it gives you an idea of what works and what doesn’t work for your customers. Besides, it opens the door to innovation with the help of insights that you get from your customers.

Customer Interview

Real-time customer interviews are the most effective way to understand your customers' problems. It can substantially contribute to your product growth and success. As customer interviews are more personal, it will be easier for you to comprehend their pain points. 

In addition, customer interviews are a great way to build a strong relationship with your customers, which can ensure product success to a great extent. This positive interaction can enhance the entire customer journey, making it smooth and enjoyable. As a result, you can build stronger relationships with your customers, ultimately leading to greater customer loyalty.

Why are Customer Insights Important?

In spite of the fact that numerous factors contribute to product success, customer and consumer insight is a non-negotiable ingredient. It positively impacts multiple aspects that ensure product success. Here, let us look into the importance of customer insight in detail.

With Customers Insights, you gain a 360-degree perspective of your customers, analyze market demand, and find out how brands influence purchases and compare with your competitors. Now, let’s examine the significance of customer insights or user insights.

Why is Customer Insight Important?

Identify the Pitfalls

This is one of the major reasons why customer insights are important. Customers or users play a critical role in helping you identify the pitfalls in your product. This could be something you may have missed even during your quality checks. Consumer insights or user insights would also help you understand whether the product is really solving the issues or problems it intended to solve. 

Build the Best

By collecting customer insights, you are gaining insights into your customer requirements and where you fall short compared to your competitors. You can leverage customer insight to determine the best features and identify those that provide no value to users. In this way, you can focus on refining the best feature and deprioritize the ones that yield no value.

You can collect user feedback and prioritize using different strategies to build the best features that your users really want and drive revenue to the business. 

Define Product Direction

If you are in the initial stages of your business, you can use customer insights to enhance your product and customer journey. Being customer-data-driven, help you understand how you need to build a product that would cater to your users’ requirements. 

In the later stages, using user insights can help you to make your product more valuable and refined. Additionally, using consumer insight helps you avoid relying just on your intuition and instead helps you make valuable data-driven judgments.

Better Customer Experience

The use of customer data generates a deeper understanding of your customers and allows you to provide them with a better customer experience. Incorporating customer insights into your product development process allows you to create products or features that meet and exceed customer expectations. This results in a seamless customer experience that fosters higher levels of engagement.

A customer-centric approach can drive the success of your product by building trust, increasing customer satisfaction, and ultimately leading to increased sales and revenue.

In addition to this, you can also plan more personalized marketing campaigns and strategies to build a strong relationship with your users. This approach can help you stand out from the competition, boost retention, and leave a lasting impression on your customers.

Customer-Centric Metrics for Measuring Product Success

Customer Retention Rate

Customer retention rate will lay bare the fact that whether you are meeting your customer's requirements or not. If your customers feel valued and are satisfied with your product and service, they are more likely to stay with you. In short, when customers are satisfied, there will be lower customer churn rates and higher customer retention rates. 

Engagement Metrics

User analytics is one of the best ways to measure the success of your product or service. With the help of analytics, you will be able to understand how customers are using your products. Moreover, you will get an insight into your product's most used and least used features. This analysis will enable you to refine your product and features and can drive your business to success. 

NPS (Net Promoter Score)

NPS can be analyzed to get an insight into customer loyalty. When customers are satisfied with your product, they are more likely to recommend it to others. And as mentioned above, you can analyze NPS scores to understand the loyalty of your customers as well as their satisfaction level with your product.

Customer Lifetime Value (CLV)

This metric calculates the total amount of revenue a customer is expected to generate over their relationship with a company. It takes into account factors such as customer acquisition cost and the duration of the customer relationship. You can maximize customer lifetime value by providing a great customer experience to your users.


Customer insights or consumer insights are the cornerstones that drive the success of your product or service. In this article, we discussed what customer insight is and why it is important for product success.  You can gather customer insights through feedback, reviews, customer interviews, and user testing. This can help you identify where your product stands in terms of solving its issues.

We have also discussed different customer-centric metrics like customer retention rate, customer lifetime value, NPS, and engagement metrics to gauge the value of your product. These user insights can greatly help refine your product and pave your way toward success.

If you are struggling with product discovery, Zeda.io is all you need! Check out Zeda.io, the best product management platform for product discovery. Streamline feedback collection and management, feature prioritization, roadmap creation, and every process of product management that follows. Get Started Now!

Suggested Read: 10 Questions You Need to Include in your Product Feedback Survey


What are examples of customer insights?

Some examples of customer insights or consumer insights include feedback, reviews, customer interviews, user testing and NPS.

What is the best way to gain customer insights?

You can gather insights through customer reviews, feedback, user testing, customer interviews, and NPS. These methods help you understand customer behavior, preferences, and pain points.

What are good customer insights?

Good customer insights can be a game-changer, providing you with valuable perspectives on the potential weaknesses of your products or services that might have gone unnoticed otherwise.

Athira V S
Content Writer
​​As a lover of words and a teller of tales, I use my writing skills to create content that engages, entertains, and enlightens business enthusiasts far and wide.
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