Issue 18

Customer Success Roundup: 29th April 2016

Sandra Pender
Apr. 29th, 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.


Emily Smith, Growth Specialist at CoBloom looks at metrics beyond churn in “How to measure your StartUp’s Customer Success”.

Mark Schmelzenbach of InContact wonders if we understand what customers are saying about us when analysing potential churn in “The Role of Text Analytics in Managing Customer Loyalty and Churn”.

A detailed look at measuring churn and some steps to mitigate it from Jacob Firuta of Livechat in “What Is Churn Rate and Why It Will Mess With Your Growth”.

James Huddleston Director, Solution Marketing at ServiceSource looks at “5 types of Big Data Analytics and how they help Customer Success”.

Shayla Price on the KissMetrics blog analyses “Why every SaaS employee is a part of Customer Success”.

Megan Headley, Research Director at TrustRadius interviewed Customer Success leaders from Hubspot, Typeform, WalkMe, Opal Labs and Insightly. The interviews are collated in her article “5 Heads of ‘Customer Success’ Share Lessons Learned”.

Annie Musgrove of ChartMogul looks at what churn red flags to look for and how to act on them in, “To predict churn is to prevent it — here’s how”.


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