Issue 100

Customer Success Roundup: 5th January 2018

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Sandra Pender
Jan. 5th, 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.

Andy Mura of Userlane urges CSMs to create some company-wide goals for 2018 and provides suggestions in "New Year's Resolutions for Customer Success Managers Challenge".

An important part of Customer Success is managing feature requests. Chase Clemons reveals how it's done at Basecamp in "A New Approach to Feature Requests".

If you are in need of a chuckle, Dana Severson of presents "13 Hopeful (but Absurd) Customer Success Predictions for 2018".

Losing a customer sucks but are you making the most of it? Product Designer at Wirex, Vitaly Dulenko talks about the role offboarding plays in growth with his article "Offboarding — the Way to Say Goodbye to Your Users".

CEO and Co-Founder of, Steli Efti acknowledges the value in face-to-face customer interactions in "How to Run Customer Meetups (and Why They Matter)".

"Encourage users to generate value inside your product" is just one of the retention tips Ed Shelley of ChartMogul shares in "Lock-In vs. Stickiness in SaaS: Retaining Customers the Right Way".

Customer Success Consultant, Lincoln Murphy hammers home the simple truth that "Sales Is Part of Customer Success".

In "Turn the Churn Around: How to Reduce Customer Churn" Zendesk outlines a few ways you can improve your retention rates.

Over on the Appcues blog, Josh Brown of Fieldboom highlights (with examples) the "9 Emails You Can—and Should—Use to Improve Your Customer Retention".

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