Bumper Holiday Edition – Top 20 Customer Success Articles from 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.

• #20: OPTIM-EYEZ Managing Director, Sam Hurley dug into the complex mind of the customer in
  • “6 Super-Psychological Triggers to Use for Maximum Customer Retention “
• #19: For CSMs looking to upskill, we shared Hackernoon’s
  • “25 Favorite Data Science Courses From Harvard To Udemy“
• #18: Showpad Chief Customer Officer, Helen Yu shared her thoughts on Customer success in
  • “Customer Success Obsession — Disruption or Disruptor?“
• #17: Kyle Racki, CEO at Proposify, explained
  • “How Our Customer Success Team Achieved Negative Churn For Four Consecutive Months“
• #16: The team at Chargify shared a detailed guide on how to
  • “Combat Churn at Every Stage of the Customer Lifecycle“
• #15: CRO at IntentData, Ed Marsh detailed
  • “7 Tips for Weaving Intent Data Throughout the Full Customer Lifecycle“
• #14: Aazar Ali Shad, VP of Growth at UserPilot, outlined some useful sales tactics for Customer Success leaders in
  • “How to Run Sales in the Era of Product-Led Growth“
• #13: Akkroo’s Clare Knight talked about going beyond standard engagement processes and innovating with your customers in
  • “Is This the New Way to Think About Customer Success?“
• #12: Capterra’s Samantha Bonanno detailed how to
  • “Keep Your Customers With a Killer Social Media Live Video Strategy“
• #11: Vasudeva Akula, Head of Data Science at VOZIQ, wrote about
  • “Maximizing The Value Of Your Existing Customer Churn Prediction Models“
• #10: Winning by Design CEO, Jacco vanderKooij outlined the team you will need to build within a successful SaaS business, including for Customer Success, in
  • “SaaS Role Definitions“
• #9: Author of Product-Led Growth, Wes Bush delivered an exhaustive overview of onboarding in
  • “The Definitive Guide to User Onboarding: Part Two“
• #8: Userpilot Co-founder, Yazan Sehwail argued that using ‘dynamic product experiences’ is the best way to boost user adoption in
  • “How to Use Context-Driven Product Experiences to Drive User Adoption?“
• #7: Design Symphony’s Joey Coleman told BombBomb
  • “You Have 100 Days to Create or Lose a Lifelong Customer” [Podcast]
• #6: VP of Client Success at Degreed, Brett Andersen asked (and answered)
  • “What Does a Wildly Successful CSM Look Like?“
• #5: ‘The Jasons’ (Whitehead & Noble) discussed
  • “Getting Customer Onboarding Right” [Podcast]
• #4 Appirio’s Michael Collins analyzed
  • “The Only Metric That Matters: Customer Lifetime Value“
• #3: Customer Success Consultant Brooke Goodbary revealed some
  • “Customer Success Trends by the Numbers“
• #2: Clevertap’s Sunil Thomas took a fresh look at customer journeys in
  • “Bringing a Paradigm Shift to Customer Lifecycle Management with Recency, Frequency, and Monetary (RFM) analysis“
• #1: George Reed from ClickUp broke down
  • “3 Ways To Make Customer Success Work For Your SaaS Business “