Issue 32

Customer Success Roundup: 2nd September 2016

Barry Devon
Sep. 2nd, 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.


In this SaaStr Podcast [mp3], Jon Herstein, SVP of Customer Success at Box, describes how hypergrowth has impacted how Box organise Customer Success, how they distinguish between the role of Sales and CS in large accounts, and how they partner to drive expansion.

Is Customer Success the hottest new career path in technology? In this Silicon Republic article, Helen Crowley, VP of Global Customer Success at SaaS marketing platform Socialbakers, describes why she believes Customer Success is “A New Tech Career Path with a Rosy Future”.

In “7 Critical Elements in the Science of Customer Retention”, Matt Greener, VP of Marketing at App Data Room, describes how to leverage every interaction to improve customer relationships.

Marketeer Jason Burbank argues that successfully managing customers using a purely automated (or tech-touch) model is not yet achievable in “Why Terminator Will Never Really Nail Customer Success”.

Patrick Campbell, Co-Founder & CEO at Price Intelligently, walks us through some interesting findings from their latest research in “The World's Largest Study on SaaS Churn”.

On the GrowthX Academy blog, Customer Success luminary Lincoln Murphy discusses the reality that “You Only Get Paid When Your Customers Succeed”.

In advance of his SaaS conference, SaaStock, Alex Theuma discusses building a Customer Success business with ClientSuccess CEO Dave Blake in “Success Is the New Sales”.


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