Issue 81

Customer Success Roundup: 25th August 2017

Sandra Pender
Aug. 25th, 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.


Maranda Ann Dziekonski, VP of Customer Operations at HelloSign, has a lot of experience hiring for Customer Success. Here she gives some valuable advice on “How to Prepare for a Customer Success Interview”.

On Quora, Customer Success expert Nichole Elizabeth DeMeré answers the question “Is It a Good Idea to Switch Monthly Plans with Quarterly to Reduce the Churn Rate in a SaaS Business?”.

Hubspot's Carly Stec dives into the issue of churn in “How to Reduce Customer Churn: 6 Helpful Tips to Try”.

If you don't learn from customers that churn, you're going to be fighting a losing battle. Ricky Ferris from Proposify explains in “Finding Value in Customer Churn”.

SaaStr's Jason Lemkin explains “Why I Usually (Not Always) Prefer Customer Success to Report to the CEO”.

John Coldwell, Managing Director at InfoQuest, investigates “Why B2B Customer Surveys Should Be Different from B2C Surveys – and How to Get Them Right”.

Julia Chen of Appcues encourages readers not to give up on their disgruntled customers and gives practical advice on retaining them in “How to Reduce Churn with a Customer-Focused Cancellation Flow”.

When analytics falls short, Kissmetrics suggests approaching your customers for the answers in “How to Use Customer Feedback Loops to Reduce Churn”.

Building your customer journey map can be a daunting task. Data Analyst Roxana Nasoi collects opinions and examples from those who have gone before in “6 Customer Journey Mapping Examples: How UX Pros Do It”.


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