Customer experience has slowly overtaken both price and product as the most critical brand differentiator. Therefore, only brands that build…
Top Ways to Analyze Customer Support Interactions and Improve the User Journey
One Critical Element Missing From Your Customer Advocacy Efforts
Think about the last time you had an incredible experience with a company. From start to finish every interaction was…
Do You Need a CX Operations Manager?
CX Operations, or Customer Operations, is all about the systems, automation, and lines of communication that make possible a unified,…
Increasing Customer Lifetime Value (CLV): 10 Tips from Successful Startup Leaders
There’s so much buzz these days about growth hacking that it’s easy to forget a fundamental truth about marketing—winning a…
The Accountability Framework for Product-Led Growth Metrics
In order to ensure shared accountability for product-led growth metrics, start by defining the metrics that matter most within the…
Customer Lifetime Value: A Guide to the Northstar Revenue Metric
The technical definition of Customer Lifetime Value (CLV) is the revenue earned from a single customer over time. It’s an…
5 Guidelines for Structuring Your Product Roadmap
Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is…
The 80/20 NPS Guide for B2B SaaS
In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the…
How to Use CX Metrics to Find Bottlenecks to Product Led Growth
We are all competing in the End User Era now. Investor Blake Bartlett coined the term “End User Era” to…
Wootric-Freshdesk Integration Helps Improve Customer Support
We are excited to announce a new integration with Freshworks that enables cloud-based businesses to optimize the customer support touchpoint,…