Changes to the Google Algorithm can wipe out companies, drop their share prices, halve their advertising revenue and more. Most of the time they are not announced in advance but June’s update

These articles are recommend by customer experience thought leaders and practitioners. Below are some brief summaries and links to the original posts. Related: 7 companies show you their customer experience strategies Resource: The

Why do SaaS companies start creating white papers and data sheets and all that stuff? Because they want to attract larger enterprises. Why do they want to attract larger enterprises? They have lower

Customer experience (CX) strategy has rightly become a focus point now that everyone expects an Apple iPhone level of smoothness to their interactions with companies. Below we'll stick to a simple definition of

People are busy and may love a product but get dozens of requests for reviews. After a year we had crawled to 8 reviews on Capterra. Then Capterra offered to give $20 gift

When a serial entrepreneur building yet another great company says he wished he'd known to work on his go-to-market strategy (GTM) before anything else, it's time to get reading. What is a go-to-market

Giving any customer facing team access to instant and interactive online screen sharing would naturally result in faster support but what are the hard numbers? Below we published the unedited responses to the

It’s hard to picture all the steps needed in creating your own explainer video including what equipment you need and who should be in front of the camera. Below are the exact

If 1 in every 8 people you emailed went and bought your product, you'd know how many emails to send to reach your target. Also, you wouldn't worry about the 7 who didn't

Building Upscope's co-browsing solution turned out to be significantly more complicated than your typical CRUD app. Upscope is built from the ground up as there were a limited set of open source co-browsing

Here's how you get your support team, account managers and sales people to hug you. Give them co-browsing. Why? When they're helping a tough, less technical customer, they all wish they could snap

SaaS metrics like LTV to CAC ratios are simpler to understand when you see real examples and why they're important. Below we breakdown the metrics of one company and show you metrics for

One founder of a company decided to manually onboard users and converted 55% of them.  It doesn't scale but it works wonders. Imagine you could show each new user your app in minutes?

We found SaaS enterprise pricing to be confusing at first but having been through the process enough now, here's our advice for our younger selves. We cover 3 main enterprise deals and how

Google analytics is free but it's not giving me the answers I want quickly and cleanly. By chance, I came across Oribi. They got it right guys. THEY GOT IT RIGHT. Each day,

See all the dumb things we did with our b2b SaaS pricing and the “obvious” pricing model that worked, doubled revenue and made us profitable. Related: What we Realised about Enterprise Sales Also

This is a guest post by KC Karnes of CleverTap covering 10 points of great advice on nailing that welcome email for your onboarding process. Further below is also an infographic and links

This is a guest post by UpLead who use Intercom extensively. UpLead is a B2B contact database for gathering sales leads. If you don’t engage your users, they won’t stayImagine you're

Speed and clarity of response is essential to insurance companies in helping customers complete forms and that's why they're taking up Upscope co-browsing. A problem of formsEven those comfortable filling in forms would

There's always a moment of anxiety when downloading software and maybe that's why people like co-browsing because there are no downloads. Below you'll see how co-browsing is different to traditional screen sharing and

Who needs on-premise co-browsing? Is it secure? What are the benefits? Can I customise it? How do I get started? Read more on on-premise co-browsing below. Related: Learn About Co-browsing Software Also see:

We cover how co-browsing technically works, how it passes data from user to agent and take a look at the javascript and the REST API for integrations. Related: See the Ultimate Guide To

Below we'll show you 3 of the best co-browsing software solutions in the market and how they're different. We cover Upscope, Surfly and Acquire. Related: What is cobrowsing? Why do cobrowsing solutions differ?

Customer success manager (CSM) job descriptions vary greatly across companies, depending on size and philosophy. Some are account managers re-labelled as customer success managers, others go all in with the philosophy and many