Issue 173

Customer Success Roundup for the 31st May 2019

Barry Devon
May. 31st, 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.


Khadeeja Safdar and Inti Pacheco sparked lots of debate around NPS (Net Promoter Score) this week with their Wall Street Journal article "The Dubious Management Fad Sweeping Corporate America".

Bain & Company's Fred Reichheld (the man who developed the Net Promoter System) addressed the WSJ article in his LinkedIn post "The Dubious Argument Against NPS".

Over on The Customer Experience Podcast, CX author Joey Coleman tells BombBomb's Ethan Beute "You Have 100 Days to Create or Lose a Lifelong Customer".

Customer Success consultant Brooke Goodbary shares some fascinating CS metrics this week (including median salaries) in "Customer Success Trends by the Numbers".

Greg Arthur from AgileCRM outlines some strategies for "Leveraging a Knowledge Base to Boost Customer Success".

Updater's VP of Client Success, Chad Horenfeldt, provides CSMs with some good advice on dealing with a widespread problem — "Get Your Customers to Stop Ghosting You".


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