Issue 121

Customer Success Roundup: 1st June 2018

Sandra Pender
Jun. 1st, 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.


VP of Customer Success for Medrio, Lauren Costella discusses "Building a Customer Success Talent Engine" as part of her CS 2.0 strategy.

COO at rentLEVER, Maranda Dziekonski covers her three-step process to streamline a Customer Success team by automating and operationalizing processes in "Running Your Customer Success Organization at Peak Efficiency".

Ashley Minogue of Openview Venture Partners compiles a fantastic list of resources for Customer Success teams in "Everything You Ever Wanted to Know About Customer Success (And More)".

Jason Lemkin of SaaStr shares 7 lessons learned after losing "The 11 Year Customer".

In the Harvard Business Review article "Using Analytics to Prevent Customer Problems Before They Arise", Paul D. Berger and Bruce D. Weinberg discuss how predictive modeling can help you identify at-risk customers.

InnerTrends’ founder and lead analyst Claudiu Murariu shares "4 Essential Questions for Optimizing Retention" that you should ask of your data if you too "strive for zero churn".

Donna Kelly of BombBomb says that every department in a business has a part to play in the customer experience. She tells how to best bring these departments together in 'Building the Best Customer Experience with Interdepartmental Engagement: The "How" and "Why"'.

Strategy and Planning Manager for Customer Success Engineering at ‎Cisco, Kerry Rocha draws on her experience from building 12 Customer Success teams to write her guide — "Get out of Your Comfort Zone! (And Other Practical Advice on Building a Customer Success Team)".

Kristen DeCosta of Churn Buster walks readers through the "8 Customer Retention Strategies That Won't Overwhelm Your Team".

Agile CRM’s Gabriel Swain talks about how "Newsletters Can Help You Build Customer Relationships" and provides practical advice on how to build your own killer newsletter.


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