Customer Success Roundup: 17th August 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.
Data Engineer at Buffer David Gasquez tells the story of his first attempt at building a churn prediction model and outlines some lessons learned from the project in "Churn Prediction: First Contact".
The team at Drip just published a 20,000-word marketing automation guide including (among others things) a 'Churn Reduction Workflow Example' — "Marketing Automation School".
SaaS Consultant & Customer Success evangelist, Nichole Elizabeth DeMeré believes that 'There Is No Better “Growth Hack” for SaaS Than Talking with Your Customers'.
As a former Customer Success professional, Jennifer Hubauer of Userlane draws from her experience as she details these "Proven Solutions for Securing SaaS Subscription Renewals".
Customer Success Manager at ProsperWorks, Ashley Hall recognizes that every customer is different but stresses that some standardized approach is required in "The Building Blocks of an Account Plan".
Eli Woolery of InVision chats with designers Ruth Frank of Pitney Bowes and Lawrence Lipkin of Fidelity about customer-centricity and the importance of "Putting Customers at the Center of Design".
Sumeru Chatterjee of Addepar provides a fly-on-the-wall account of a recent Customer Success meetup in San Francisco on the topic of Customer Education (CEd) in "What Is Customer Education and Why Should Customer Success Teams Care?".
Customer Experience expert Shep Hyken suggests a follow-up question for your next NPS survey that he thinks may help you improve your customer experience — "The Convenience Question: How Easy Am I to Do Business With?".
Following on from last week's podcast on building a customer room, Jeanne Bliss digs deeper into this practice in "My Rock, My Story: How Irvine Company Uses a Customer Room for Employee Engagement and Accountability".