Issue 117

Customer Success Roundup: 4th May 2018

Sandra Pender
May. 4th, 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.


Akita's own, Clay Smith shares an unconventional milestone with readers and what he's learned along the journey in "How to Lose Your First 10 SaaS Customers".

Over on Nichole Elizabeth DeMeré's blog, guest author Shayla Price encourages readers to build a strategy for facilitating and handling subscription cancellations in the steller piece "How Transparency in SaaS Offboarding Reduces Churn".

Alan Finlay of Relay discusses the merits of having a proactive approach to customer support and tips for moving from the traditional reactive model in "Proactive Support Guide: How to Serve Your Customers Before They Ask for Help".

CEO & Co-founder of BubbleIQ, Fletcher Richman reports on the incredible success they've had since they began using Slack as a support tool in "A 0% Chance of Churn: Why Supporting Customers on Slack Is the Hottest Trend for SaaS Companies".

Adam Henshall of Process Street publishes a lengthy report on "The Harvard Churn Management Algorithm to Boost Profits 115%".

Director of Customer Success at Wiley, Nicole Dingley chats with the Influitive team imparting "7 Tips for Making Your Customer Success Team More Powerful Than Ever, Using Advocacy".

Strategic Advisor in Customer Success at Oracle, Peter Armaly sees Customer Success personified as a pimple-faced teen in "Customer Success Enters Its Awkward Teenage Years".

Sumeru Chatterjee of Addepar recaps some of the QBR tips that came out of a recent Customer Success meetup in San Francisco in "10 Lessons for the Quarterly Business Review".

Nir Eyal, author of the best-selling book Hooked: How to Build Habit-Forming Products, met with the folks at HotJar for their latest episode in their The Humans Strike Back series — "Building Habit-Forming Products That Improve Your Users' Lives" [Podcast].

We know bad-fit customers are best avoided. Mickey Alon, CPO & Co-Founder at Aptrinsic, details the emerging Product Qualified Lead (PQL) model in "The 5 Pillars for Product-Led Growth Using Product Qualified Leads".


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