Issue 98

Customer Success Roundup: 22nd December 2017

Sandra Pender
Dec. 22nd, 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.


Jared Spool, Founder of UIE, paints NPS in a very unflattering light this week in “Net Promoter Score Considered Harmful (and What UX Professionals Can Do About It)”.

If you read the previous article and still want to use the Net Promoter System, Joshua Reeves and Lexi Reese of Gusto explain “How To: NPS 75 with 40K Customers (Video + Transcript)”.

Head of Customer Success at Freshworks, Vipin Thomas shares his list of “15 Customer Success Leaders You Should Follow on Twitter”.

Andy Mura of Userlane makes the argument as to why there should be company-wide visibility into your tracked metrics in his “Epic Guide to SaaS Metrics for Customer Success and Product Management”.

Elisha Zhang of Wootric looks to CS leaders and asks “Who Should Own Renewal? Customer Success Experts Share the Pros & Cons of 3 Different Models”.

Customer Success Writer for BombBomb, Donna Kelly encourages bridging the gap between Sales and Customer Success in her two-part series: “Why Customer Success Cares About Sales” and “How Customer Success Helps Sales Win More Opportunities”.


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