Issue 196

Customer Success Roundup for the 15th November 2019

Barry Devon
Nov. 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.


On the Get Funded, Stay Funded Podcast, SaaSOptics' Thomas Bass and Derek Thomas do a deep dive on "Metrics That Matter: CAC/CLV Ratio".

Here's one for all you data analytics geeks! RTL's Rashid Kazmi proposes a new model for customer data analysis, modeling, and mining in "Survival Analysis to Understand Customer Retention".

Over on the Privy blog, Isaiah Bollinger looks at "How to Measure and Grow Customer Lifetime Value (CLV)" (specifically in an eCommerce context).

Intercom's Dee Reddy and Fiona Lee describe "How Yelp Drove Down Churn by Building up Customer Success".

User Research Specialist at UserTesting, Sean Treiser lists the "3 Best Practices for SaaS Customer Onboarding".

Delivery Leader at American Express, Anupriya Sharma asks (and answers) "To NPS or Not to NPS? More So, How to NPS?!".


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