Customer Success Roundup: 13th January 2017

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.

In their latest podcast, the Forrester Customer Experience team discusses how “Customer Success Management Is the Key to Outstanding B2B Customer Experience”.

Adam Rogers of Kayako compiled some great articles around customer support, experience, and success in “14 Articles to Help You Deliver Flawless Customer Experiences in 2017”.

Account-Based Marketing is a key element of an effective Customer Success strategy. Microsoft CMO Jeff Marcoux outlines “How to Deliver True Value with Account-Based Marketing”.

We love real world examples of how Customer Success teams build and implement effective playbooks! Slack’s Matt Haughey describes how their Customer Success team breaks down the on-boarding process into phases in “Managing Change with Slack’s Customer Success Team”.

Experfy founder Harpreet Singh believes “reducing customer churn through an intelligent segmentation of your customer base is essential to business viability”. He discusses this in his piece “Reducing Customer Churn Using Advanced Analytics”.

Customer Success advisor Imaad ‘Andy’​ Mahfooz outlines “4 Practices to Increase SaaS Revenue by Improving Collaboration between Sales and Customer Success”.

Fintech influencer Jim Marous looks at how financial institutions are making smarter decisions around Customer Success in his article “Open Banking, Data and Digital Channels Key to Customer Retention”.