Issue 21

Customer Success Roundup: 27th May 2016

Barry Devon
May. 27th, 2016

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.


Catherine Blackmore, Group Vice President of Customer Success at Oracle explains how the Customer Success organisation at Jigsaw has developed in “Customer Success Evolves to Deliver Customer Satisfaction, at Scale.

Business consultant and author Barry Moltz looks at the how small business owners should be thinking about Customer Success in “This May Explain Your Customer Retention Problem.

Cohort Analysis is key to understanding how your client base is performing, Pushpa Makhija of Clevertap looks at “How to Use Cohort Analysis to Improve Customer Retention.”

Lucy Hogarth, Director and Co-Founder at The Marketing Centre, reviews the “3 Metrics to Prove You Should Market MORE to Existing Customers.

Are you an analytics nerd? Data expert Bernard Marr’s article is a useful 101 introduction to “The Key Business Analytics Every Manager Should Know About.”

Alex McEachern of Sweet Tooth looks at how incentives can have an impact on Customer Success in “Why You Need a Rewards Programs to Increase Customer Retention.”

Sales trainer and Hacker Richard Harris says CSMs are perfectly positioned to cross-sell, upsell, and resell to maximize that ROI in his article, “Why Customer Success Reps Need Real Sales Training.”


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