Issue 63

Customer Success Roundup: 21st April 2017

Sandra Pender
Apr. 21st, 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.


Michael Schrage, writing for the Harvard Business Review, urges us to think beyond the basics when calculating your CLV and really get to the root of what makes a customer valuable in “What Most Companies Miss about Customer Lifetime Value”.

If you need further convincing on how important Customer Success is to your business, Nichole Elizabeth DeMeré explains “
Why Customer Success Metrics Are Critical to Every Department”.

Similarly, Maranda Ann Dziekonski, VP of Customer Operations at HelloSign, aims to plug any holes in the metrics you track with her article “
What You Should Measure, but Probably Don't”.

Does your product integrate with other SaaS solutions? If not, you might be in trouble. In “
Using Integrations to Reduce SaaS Churn”, Patrick Campbell of ProfitWell claims that integrating with other leading products will make you a part of your customer's bigger picture and help them be more successful with your product.

Measuring the health of your customers can be intimidating—especially since there is no industry standard for the metric. Wootric is here to help with their post “
Customer Health Score: Advice from Three Customer Success Experts”.

Did you miss the SaaStr Annual conference this year? Here's your chance to watch a panel of Customer Success VPs discuss “
How I Built Our First Functional Customer Success Organization”. [YouTube]

And finally, if you are looking for ideas on how to surprise and delight your customers, Chris Lake of Orangeclaw has compiled a list of “
66 Inspiring Examples of Customer Advocacy”.


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