Issue 157

Customer Success Roundup for the 8th February 2019

Sandra Pender
Feb. 8th, 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.


Head of Scalable Customer Success at Square, Caty Kobe reveals her "Three Organizational Pillars" framework as she details "How to Build a Scalable Customer Success Strategy".

Kyle Poyar of OpenView acknowledges that NPS isn't a great predictor of logo or net dollar retention and asks "Can't We Do Better Than NPS?".

VP of Customer Success for Medrio, Lauren Costella shares relevant management lessons for fellow CS leaders in "The Art of Sitting on Your Hands".

Customer Success evangelists Jason Whitehead and Sue Nabeth Moore discuss the parallels between CRM and Customer Success while highlighting the importance of having an underlying strategic foundation to support your chosen business tools in "Déjà Vu? - Is CSM Going the Same Way as CRM?" [Webinar Recording].

Customer Success consultant Lincoln Murphy gathers a list of resources he has created on avoiding bad-fit customers or, as he calls it, selling only to those customers that have "Success Potential" — "Success Potential: Real Customer Success Starts Here".

Kristen Hayer and Andreas Knoefel, creators of the Customer Success Performance Index™ (CSPI), publish the results from their "2018 CSPI™ Benchmark Survey".

Katryna Balboni of Appcues promotes graceful goodbyes in "The Art of Letting Go: 6 Ways to Improve the UX of Your Offboarding Experience".

Customer Success Manager at Socital, Evi Koukorempa covers "How to Survive as the First Customer Success Hire in Your Start-Up".

The team at WalkMe explore the challenges presented by the modern consumer in "Keeping up with Customer Expectations in Fast-Evolving Digital Markets".


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