Issue 54

Customer Success Roundup: 17th February 2017

Barry Devon
Feb. 17th, 2017

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.


Ryan Law of Cobloom investigates the reality of churn and the kind of churn rates your company can expect or benchmark against in "Churn Rate: How High Is Too High? A Meta-Analysis of Churn Studies".

Knowing the value of your clients is helpful in predicting and increasing future revenue. Business coach Mike McKay looks at "How to Determine the Lifetime Value of Your Customers".

Customer Success consultant, Lincoln Murphy, asks whether we are being too formulaic in how we segment our clients in "Logical Customer Segmentation: The Key to Scaling Customer Success".

Successfully guiding customers through their lifecycle is a key part of the CSM’s role. BrainPulse Co-Founder Fabiana Pereira outlines "7 Steps to Optimize the Customer Journey".

Chad Horenfeldt of Influitive doesn’t believe Customer Success teams can become ‘proactive’ overnight. He discusses this challenge of building proactivity in "The Fundamental Flaw of Proactive Customer Success".

80% of brands rely on email marketing to drive customer retention. Kristen Dunleavy from Movable Ink provides some practical guidance in her post "How to Drive Customer Retention with Email Marketing".

The causes of customer churn often may occur months before cancellation. VP of Customer Success at Resultados Digitais, Guilherme Lopes, writes about how to identify and mitigate churn risk in his piece "Leading Indicators: How We Learned What to Do Today to Prevent Churn Tomorrow (and Closed a Series B Round)".


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