Issue 22

Customer Success Roundup: 3rd June 2016

Barry Devon
Jun. 3rd, 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 podcast, Jim McDonough, VP of Sales and Customer Success at Attend, shares how he helps sales and customer success work together to drive down churn, and drive up revenue.

Gregory Hopkins of ServiceSource thinks that many SaaS firms have gaps in their approach to customer success. He suggests how to remedy this in in “How to fix your failing 'customer success' team”.

Head of Marketing at Persio, Kate Addy thinks many CLTV calculations are inaccurate due to a lack of understanding of the customer lifecycle. She delves into this in “Why Customer Lifetime Value Has Outlived its Value”.

Dan Sincavage of Tenfold believes Customer Loyalty has as big a role to play in B2B as in it does in B2C. Check out his “11 Loyalty-Driving Tactics for Better B2B Customer Retention”.

What do the great minds of SaaS think about when they think about Customer Success? Kate Harvey of Chargify, tells us in “16 Ways To Master Customer Success From Industry Leaders”.

Venture Capitalist, Sammy Abdullah of The Dan Fund, recognises that “Nothing is more discouraging than a great sales month being offset by a heavy month of churn.” He gives his view on how to deal with this in his post, “How to control SaaS CHURN”.


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