Issue 20

Customer Success Roundup: 20th May 2016

Barry Devon
May. 20th, 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.


As we all know, the health of a SaaS business is directly tied to its ability to retain its customers and prevent churn. David Skok of Matrix Partners looks deeper into this in “Managing Customer Success to Reduce Churn”.

Hubspot’s Jordan T. McBride walks us through why user churn is so important in “The complete SaaS guide to calculating and optimizing User Churn”.

VC Tomasz Tunguz of Redpoint identifies the ‘Account Expansion’ metric as, “The Leading Predictor Of Series A Valuation For SaaS Companies”.

In many instances, Customer Success is still still viewed as an offshoot of Sales or Support. Andrew Rhodes of CSM Practice discusses this in his post, “In Customer Success, Who Has Skin In The Game?”.

Colin Zima of Looker says that knowing whether your customers are happy, about to cancel their contract or fall somewhere in the middle, is critical to the success of your business. He explores this in “3 elements your customer success management strategy can’t do without”.

Roger Lee of Battery Ventures gives the VC’s view of the importance of Customer Success in his Forbes article,Churn And Burn: Why Customer Success Needs To Be A Board Priority”.

Marketing Manager at DMC Software, Jade Winters looks at alternative channels to help optimise Customer Success in “Social Media – The Key to Customer Retention”.


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