Issue 130

Customer Success Roundup: 3rd August 2018

Sandra Pender
Aug. 3rd, 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.


This week, Akita's own co-founder Barry Devon details the ins and outs of customer data you can and should be tracking in your Customer Success application if you want to achieve "Data-Driven Customer Success".

Customer Success Consultant Lincoln Murphy is bored senseless by the topic of churn and hopes to make it extinct with his latest post, if just so he doesn't have to talk about it anymore — "Eliminate Churn Forever in 5 Simple Steps".

Patrick Campbell of ProfitWell examines data from two thousand companies and over ten thousand subscription consumers to answer the question: "What's the Relationship Between NPS and Retention?".

Over on the Baremetrics blog, Co-founder of Hubstaff Dave Nevogt reveals the customer feedback processes his team employs in "How to Use Customer Feedback to Fuel Your Business Growth".

Here's one to pass to your Marketing team. Company growth strategist Emilia D'Anzica urges content marketers to seek out insights from prospects and customers alike in her list of "Content Marketing Ideas for Incredible Customer Experiences".

Director of Customer Success at Figure Eight, Patrick Woods describes how you can encourage your CSMs to overcome cognitive bias to promote critical thinking within your team in his two recent articles — "Cognitive Bias and Customer Success: A Quick Guide" and "3 Mind Hacks to Make Your CSMs More Effective".

Writing for The Success League, growth marketing expert Jeremy Gillespie lists the "5 Reasons Why a CSM Should Be an Early Hire for Startups".

As Yesware fans, it was interesting to read this next post about their CS team and how they operate. Customer Success Specialist Alyssa Oxner interviews Varsha Menon, Product Education Manager at Yesware for their Career Path series to learn about "A Day in the Life of Varsha Menon".


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