Customer Success Roundup for the 16th November 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.
Customer Success consultant Lincoln Murphy releases four articles on the topic of upselling:
- "Customer Growth: Upselling Hurts Trust (When You Do It Wrong)"
- "Account Expansion: If You Want to Grow Fast, Do This"
- "Customer Growth: Why Lack of Expansion Is a Really Bad Sign"
- "Account Expansion: How to Upsell Unsuccessful Customers".
Katryna Balboni of Appcues takes onboarding offline as she explores some alternative methods for increasing engagement and delivering success in "User Onboarding Doesn't Have to Be Digital: 5 Companies to Learn From"
Olga Rogacka of LiveChat interviews her colleagues, CSMs Martyna Gajewska and Jakub Swierczak, to learn about a typical day for them and how they measure their performance in "The Role of a Customer Success Manager in SaaS – LiveChat Team".
Customer Success Strategist at Akkroo, Clare Knight breaks out the many motivations and responsibilities of a CSM to answer the question "What Exactly Does Your Customer Success Manager Do?".
Co-Founder of Customer Success Europe, Sue Nabeth Moore elaborates further on the OPT-IN framework she developed with fellow Customer Success enthusiast Daniel Coullet, introducing readers to the 3 supporting elements required in "Implementing Customer Success - an Organizational Balancing Act".
As an avid reader and recommender of books, Head of Customer Success at Media Temple Joseph Palumbo compiles "The Practical and Impractical Mandatory Reading List for Customer Success Leaders".
Michelle Cyca of Slack discusses why she believes in breaking down data silos and improving communications among teams, giving pointers on how to do it in "What Digital Transformation Means for Your Company".
Head of Customer Success at Klara, Frederik Müller believes that product teams should define the onboarding process and explains his reasoning in "Lessons Learned: The Importance of a Product-Led Customer Success Onboarding Strategy".
Jennifer Hubauer of Userlane covers how to prepare for a QBR and provides some sample questions to ask in "Achieving Mutual Success with Quarterly Business Reviews".
Founder & Managing Director at Method, Justin Zacks discusses the perils of leaning on best practice recommendations with little to no testing on real customers in "3 Reasons Customer Success Is Struggling with Customer Experience".
Customer Success Director - EMEA at Enboarder, Chris Jones shares his "6 Takeaways on Customer Success from Pulse Europe".