Customer Success Roundup: 6th July 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.

Louis Grenier of Hotjar is back with the second installment in his 2-part series where he presents a brutally honest look at their churn problem – “Fighting Churn: Here’s Our 3-Track Action Plan to Stop Losing ⅓ of Our Annual Revenue“. Part 1 is here in case you missed it.

Customer Success Writer for BombBomb, Donna Kelly shares the approach they take to ensure they are delivering value to their customers in “Making Your Customers Happy Is Not Enough: What You Need to Be Doing Instead“.

Over on the Wootric blog, SaaS consultant Nichole Elizabeth DeMeré reveals her “9 Empathy Exercises That Help Product Teams Improve CX“.

Here’s one to pass to your Sales team. Avoid signing up bad-fit customers by asking prospects the “6 Discovery Call Questions To Help You Prioritize Your Pipeline” identified by Bardia Shahali of Intercom.

The team at Appsee highlight the 15 most important mobile app metrics you should be tracking if you want to improve engagement and grow revenue in “The Insider’s Guide to Mobile App KPIs“.

Missed the Customer Success Summit Canada last week? Fear not! Customer Success aficionado and summit speaker Emilia D’Anzica shares her takeaways from the event over on LinkedIn – “Customer Success Canada: The Journey Begins“.

CEO of The Success League, Kristen Hayer encourages Customer Success Managers (CSMs) to prep for 2019 with her month-by-month plan for the remainder of the year in “Annual Planning for Customer Success“.

Shep Hyken of Amazing Business Radio sits down with Michael Redbord of HubSpot to uncover how they are “Turning Happy Customers into Brand Advocates” [Podcast].

SaaStr’s Jason Lemkin suggests how you might salvage a customer relationship after losing a champion in “Champion Change: You Gotta Jump on It“.

Caroline Forsey of HubSpot gives herself a writing challenge to come up with “The Definition of Negative and Positive Feedback Loops in 200 Words or Less” and provides plenty of real-world examples of each.