Customer Success Roundup for the 9th 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.
Ty Magnin of Appcues explores onboarding beyond the initial "aha moment" to ensure your customers are getting continued value from your product in "Your User Onboarding Flow Is Too Shortsighted".
Jason Whitehead, Founder & CEO of Tri Tuns, urges CSMs to look beyond the product when working to improve adoption in "The Secret to Getting Your Customers to Drive Software Adoption on Their Own".
Kristen Hayer, Founder of The Success League, shares her practical, math-based system for figuring out "When to Hire Your Next CSM".
Director of Client Success at Degreed, Brett Andersen discusses the importance of clearly defining the role of Customer Success at your organization in "5 Questions to Answer to Clearly Define the Role of a Customer Success Manager".
Greg Arthur of Agile CRM suggests forming a customer advisory board as one of his "Top 10 Customer Retention Strategies That Really Work".
This next one is for any budding Data Scientists out there. Towards Data Science contributor Brenner Heintz describes the process he followed when building a model to predict customer churn "Cutting the Cord: Predicting Customer Churn for a Telecom Company".
Sabrina Gordon, Customer Support Manager at Intercom, explains their mantra of “don’t make promises” and provides tips for "Growing Customer Support in a Product First Company".