Issue 120

Customer Success Roundup: 25th May 2018

Sandra Pender
May. 25th, 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.


Louis Grenier of Hotjar chronicles the lessons learned from their first foray into Net Promoter Score in "1 Year into NPS: The Good, the Bad, the Ugly of Getting Our Users’ Feedback".

Chad Horenfeldt, VP of Client Success at Updater, breaks down his 1-hour Sunday routine to prepare for the work week ahead in "The #1 Productivity Hack Every Customer Success Manager Should Follow". For work-life balance, we suggest doing this on Friday before you leave the office.

Objectives and Key Results (OKRs) can be an excellent mechanism for Customer Success teams to remain goal-focused. Over on the Planio blog, Jory MacKay outlines the basics in "What Are OKRs? How to Use OKRs for Planning (And Achieving) Your Goals".

Michael Brown of Bowery Capital sits down with Nicolle Paradise, Senior Director of Client Experience at ADP, for some insider tips on how organizations can begin the process of "Client Journey Mapping" [Podcast].

Robin Panish of Wistia lays out a step-by-step approach to building a retention marketing strategy with some video sprinkled in – "Using Video Throughout the Customer Lifecycle". With some totally free (no lead forms) and helpful downloads, this is one to pass on to your marketing team.

Chris Newton of Influitive details what he believes are "The Top 7 Reasons Advocacy Programs Fail (And How to Fix Them!)". We'll forgive Chris for getting "Angels in the Outfield" and "Field of Dreams" confused. This time.

Chris Pemberton explains each of the five stages of the Gartner Customer Experience (CX) Pyramid which he sees as a powerful way to "Create Powerful Customer Experiences".

Writing for The Success League, Jeremy Gillespie highlights the potential learning moments during user offboarding and the opportunities you have to persuade them to stay in "How to Reduce Churn with Your Cancellation Flow".

When should you look for a VP of Customer Success? SaaStr's Jason Lemkin lays out his suggested hiring plan by MRR in "What Order Should You Hire Your Management Team In?".

Customer Success Leader Dave Duke explores the similarities between CSMs and PMs in "Customer Success Managers Are Project Managers Too".

Aleksey Chepalov of Chanty scrutinizes an array of software to uncover the latest onboarding trends – "SaaS Product Tour Trends: How Great Companies Onboard Users in 2018".

Business strategist at NextTen Nick Bush struggles to see what some companies are achieving by surveying their customers in "Net Promoter Score: What's the Point?".


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