Customer Success Roundup: 2nd March 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.
Elisha Zhang of Wootric kicks off her 3-part CSM tips and tools series with "Time Management for Customer Success Managers".
Intercom has released two excellent resources about onboarding and product education – an explainer on why "Marketing Doesn't Stop When You've Acquired a Customer" and a recap of some of their favorite interviews in "From Conversion to Retention: Industry Experts on Improving Your Onboarding" [Podcast].
The team at MarketingCharts presents key findings from a recent Customer Success report by Regalix in "Tech Customer Success Programs Focus on Increasing Product Usage, Cutting Churn".
"At Moz, weighting powerful, important, high-profile people’s opinions higher than our customers' opinions inevitably led to doom". Customers and empathy feature heavily in Rand Fishkin's 5 pieces of advice shared on his way out the door in "My Last Day at Moz. My First Day at SparkToro".
Founder and CEO of Inturact, Trevor Hatfield joins forces with Forget The Funnel for a 30-minute workshop in which he explains the importance of quickly demonstrating to users how they can achieve their desired outcome with your product – "Making a Laser-Focused Customer Onboarding Plan for SaaS Marketers" [Video].
Highrise CEO, Nathan Kontny went to drastic lengths to weed out bad-fit customers by creating what he calls a "Bad Marketing Honeypot". He explains in 'Trick a Journalist — the Next "Innovation" in Email Marketing'.
According to the CEO of Paddle, Christian Owens, "the most powerful referral is the one you didn't ask for". He chats to SaaStock about "How to Maintain Customer Relationships as a Company Scales" [Podcast].
With a tagline that reads "Make things a little more human.", Typeform have always placed a high value on empathy and personal customer interactions — something that they felt wasn't reflected in their branding. Alex Antolino chronicles their recent rebrand in "Rebranding Typeform: Finding the Real Us".
And last but not least, Userlane gathers a panel of passionate CS folk for a chat in "Top Thought Leaders Discuss 2018 Customer Success and CX Trends".