Issue 101

Customer Success Roundup: 12th January 2018

Sandra Pender
Jan. 12th, 2018

Akita’s Customer Success Roundup is a list of hand-picked resources from around the web brought to your inbox. We’ve enjoyed reading them and we hope you do too.


Serial entrepreneur turned VC, David Skok works closely with SaaS companies and has determined that these are the "Top Two Reasons for Churn".

Andy Jiang of ChartMogul urges SaaS companies to calculate their growth ceiling so they can forecast, plan and improve retention in "The SaaS Growth Ceiling: What Happens When Churn Takes Hold".

CEO of The Success League, Kristen Hayer reflects on some of the challenges their customers faced in 2017 to propose "3 Priorities for Customer Success Leaders in 2018".

While we hope empathy isn't a "hack", we really enjoyed this piece from ClosingPage – "The #1 Hack to Retain Your Customers If You Are a SaaS Startup".

Writing for the Help Scout blog, Joel Gottesman discusses the importance of the Customer Experience in "5 Ways Your Small Business Can Impress First-Time Customers".

Pulkit Agrawal of OnboardingIQ examines some effective onboarding examples and what they have in common in "The Delightful Secret of Successful User Onboarding".

"Retention is a customer-centered process. It’s a cross-team effort and you can always make it better." We love this quote from CXtlv's post "Design for Retention".

Andrew Mahood of Taskfeed lists the 5 "Can't-Miss Customer Success Events of 2018".


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