Issue 158

Customer Success Roundup for the 15th February 2019

Sandra Pender
Feb. 15th, 2019

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.


Founder and CEO of JotForm, Aytekin Tank attributes his company's success in part to their customer-driven approach and advises entrepreneurs that "Your Company Doesn’t Need a Social Purpose to Succeed".

Senior Director of Customer Success at Aha!, Melissa Hopkins chats to her team of CSMs (and former Product Managers) about how to make the most of customer conversations — "9 Product Experts Reveal How to Learn Exactly What Customers Want".

Brett Grossfeld of Zendesk suggests some moments when companies may want to initiate engagement with their customers in "How Businesses Can Benefit from Proactive Messaging".

Head of Customer Success in Canada and LATAM at LinkedIn, Perry Monaco argues that while it's important to measure churn, your focus should lie elsewhere in "10 Ways to Improve Your Customer Success Strategy".

Writing for the Help Scout blog, Elizabeth Wellington explains "Why Customer Relations Are Vital to Your Business".

VP Customer Success at Personio, Jonas Rieke lists his dos and don’ts for starting a Customer Success function from scratch in "How to Build a Winning Customer Success Organization for a B2B Saas Company".

Ed Shelley of ChartMogul returns with another refresher course — "SaaS Metrics Refresher #9: Segmentation".

After working with and analyzing over 30 SaaS products, Retention Design Co-Founder Inna Kerzman reveals "The Top 3 Mistakes That Cost You Too Many Good Customers".


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