Issue 103

Customer Success Roundup: 26th January 2018

Sandra Pender
Jan. 26th, 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.


Shayla Price of Customer.io reflects on the history of the invoice and addresses "How to Reduce Delinquent Churn with a Dunning Email Strategy".

Peter Schroeder of Northpass advocates for customer training being seamlessly integrated into products in "Pay Attention to Your Churn — Chances Are It’s Too High".

Inspiration can come from the strangest of places. CSM at SeamlessMD, Ben Winn turns to 80s pop to create "The Rick Astley Approach to Customer Success".

Nicholas Holmes of Nickelled suggests early-stage businesses shift focus from product to customer for an ambitious week of work in "How Startups Can Build a World-Class Customer Support Operation in Seven Days".

Laura James, Senior Product Director at Salesforce, contemplates the future of Customer Success in "What's Next with the Fourth Industrial Revolution? Using AI to Fuel Customer Success".

Richard Felix of Stunning shares his "4 Tips for Creating a Knowledge Base for Your SaaS Customers".

Adam Rogers of Kayako takes stock of current customer expectations and lists his predictions for the coming year in "Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences".

Co-Founder of ThirdLove, Heidi Zak explains "How to Go from Zero Awareness to 97% Customer Service Satisfaction in 2 Years".

If you are attending SaaStr Annual next month, be sure to catch Dave Kellog's talk covering the right way to analyze churn. He publishes the various topics he will be discussing in "My Saastr Talk Abstract: 10 Non-Obvious Things About Scaling Saas".


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