Issue 189

Customer Success Roundup for the 27th September 2019

Barry Devon
Sep. 27th, 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.


Zendesk COO Tom Keiser explains how his company approaches Customer Success in "Loyalty + Retention = Customer Success".

Stephen Allott of Seedcamp makes a case for Voice Of Customer as a measure of CSM success in "Sales Tales: Your Customer Success Team Target is Customer References".

Kent Phillips, CSM at LeanData, dives into "Growth & Upsell Strategies — B2B SaaS Customer Growth Fundamentals".

Customer Success consultant Andreas Knoefel looks at what to do with 'laggard' customers in "Recover, Rescue, or Farewell?".

CleverTap's Emily Bonnie looks at how to "Take Control of Churn with Retention Analysis".

Sampson Lee, President of Global CEM, explains "Why NPS, CES & CSAT Can't Measure Customer Success".


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