Issue 142

Customer Success Roundup for the 26th October 2018

Sandra Pender
Oct. 26th, 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.


Director of Customer Success at Spredfast, Corey Pudhorodsky introduces readers to his ultra-focused, user-specific approach to delivering success to customers in "Why User Success Is the New Customer Success".

If your customer emails need some TLC, you might want to join Email Conversion Strategist Val Geisler and the team at Litmus for "Live Optimization: Supercharge Your Welcome and Onboarding Emails" [Upcoming Webinar — October 30 at 12 pm EDT].

Former Director of Customer Success at RateIt, Tami Titheridge shares the "4 Game-Changing Lessons [She] Learned Leading Customer Success for a Young Startup".

Prominent Customer Success advocates, James Scott and Dave Duke join Bill Cushard on his show, Helping Sells Radio, to talk about why companies aren't implementing Customer Success best practices in "OMG! We're Talking Customer Outcomes" [Podcast].

Kristen Hayer, Founder of The Success League, uncovers a startling statistic in her recent study of Customer Success Managers–the average tenure is just a little over a year and a half. Read her "5 Ways to Get Your Best CSMs to Stick Around".

Since the business case for Customer Success is increasing the lifetime value of your customers, you might want to take Ed Shelley's refresher course on calculating CLV over on the ChartMogul blog — "SaaS Metrics Refresher #5: Customer Lifetime Value".

Faith Storey of SaaStr publishes a talk from SaaStr Europa 2018 where a panel of CX professionals discuss "Best Practices in Customer Success in 2018: Maximizing Revenue, NPS and Happiness" [Video + Transcript].

Although written from a conversion optimization perspective, Marina Fileva of Appcues offers some great tips that are applicable for CSMs tasked with improving product adoption in "Why You Should Be Tracking Your Micro Conversions".

I'm sure you don't need any convincing of the importance of customer feedback, but just in case you do, Co-founder of Userfeed Landon Bennett has written this article: "Customer Research Is Your Top Potential Growth Channel. Seriously... Look at the Data".

In the latest episode of Amazing Business Radio, host Shep Hyken sits down with Jason Bradshaw, Author and Chief Customer Officer at Volkswagon Group Australia, to discuss his essential guide to customer and employee experience — "It's All About CEX" [Podcast].

As Director of Client Success at Degreed, Brett Andersen regards altruism as the most critical characteristic of a Customer Success Manager and coaches readers on identifying a candidate with this trait in "One Attribute That Shows Who Is Really Made for Customer Success".


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