Issue 127

Customer Success Roundup: 13th July 2018

Sandra Pender
Jul. 13th, 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.


CEO of The Success League, Kristen Hayer provides tangible steps CSMs can take to determine their customers' desired outcomes — "Practical Approaches to Customer Outcomes".

Head of Customer Success at CleverTap, Manish Patel details his key lessons from the job in "How CleverTap Scaled Its Customer Success Team to Delight Customers In 100+ Countries".

Anna Axenov and Inna Kerzman of Retention Design catch up with Shirley Baumer, Product Manager at Monday, to learn more about the customer-centered environment she works in and "Why Monday’s B2C Attitude to a B2B Product is Good for Business".

Ashley Minogue of Openview Venture Partners interviews Ruairi Galavan of Intercom, discussing "How Product Education Plays a Critical Role in the Customer Journey".

Although written from an eCommerce perspective, Co-Founder of Voucherify Mike Sedzielewski hits on some great personalization tactics in his "Ultimate Guide to Customer Retention Incentives".

The team at Sequoia discusses how companies can become data-driven by employing frameworks to solve problems like customer churn in "Frameworks for Product Success".

If you're looking for something new to add to your office bookshelf, you might want to check out the book "Subscribed" from the CEO of Zuora, Tien Tzuo. Before you do though, read what Tomasz Tunguz, VC at Redpoint thought of it in "Lessons Learned from 20 Years at the Leading Edge of SaaS".

William Steward, Co-Founder and CEO of CoBloom, calculates revenue churn for two hypothetical companies and outlines strategies on "How to Achieve Negative Monthly Revenue Churn".

Entrepreneur contributor Syed Balkhi documents some of the ways you can assess the satisfaction levels of your customer base in "How to Measure Your Customers' Happiness Score (and Why That Matters)".


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