Issue 25

Customer Success Roundup: 15th July 2016

Barry Devon
Jul. 15th, 2016

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.


Nerissa Martin, Customer Success Specialist at Uberflip, looks at how recent developments in digital marketing are impacting Customer Success practices in, “B2B Trends & Customer Success”.

Kit Smith of Social Intelligence firm Brandwatch analyzes “How to Calculate and Increase Customer Lifetime Value”.

Customer Success is a relatively new practice, so we should all pay attention to the industry trailblazers. Danni Friedland, Co-Founder of Jaco Analytics, steers us towards some of the most influential in “41 Customer Success Managers You Should Follow”.

Should you track the same metrics at each stage of your SaaS business's development? Dave Shanley, experienced founder and CEO of BI platform Notion, thinks not. He explains why in “Master the timing of what you measure”.

Lincoln Murphy, renowned Customer Success strategist at Sixteen Ventures, writes about the problem of placing too much focus on acquiring new business, at the expense of your existing customers, in “Visualizing the Importance of Customer Success”.

Here’s an old but popular post by Siddharth Deswal, Head of Marketing at Wingify. He looks at how to prevent churn through clever software design in “A Framework For Building SaaS Products That Don’t Churn”.


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