Customer Success Roundup: 13th October 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.

So you’ve implemented the Net Promoter Score system. What now? Liz Pedro of Five9 outlines “5 Ways Leveraging Net Promoters Will Grow Your Business”.

Head of Customer Success at Communicator, Paul Lucherini argues that Customer Success Managers should not have a revenue target in “Customer Success Is Not Account Management!”.

Sucheth Rajeevan of Hiver goes in-depth on “Customer Onboarding in SaaS: Mistakes and How to Avoid Them”.

The folks over at have compiled a list of habits customer-centric companies typically exhibit in “Building Customer Obsession into Your Company Culture”.

Luis Hernandez, VP of Customer Success at Geckoboard, chats to Zendesk about how (and why) he built a distributed Customer Success team in “Geckoboard Conquers Global Support with Data”.

The team at Voyant Consulting explore the concept of following a defined “Playbook” for common customer interactions, including your Quarterly Business Reviews in “Building a Remarkable Customer Success Playbook”.

From SaaStr Annual 2017 comes this video and transcript with a diverse panel of Customer Success experts covering “The Secrets of Net Negative Churn: Customer Advocacy”.

Writing on the Help Scout blog, Gary Nealon has some tips for supporting your customers during exceptionally busy periods in “Delivering Amazing Customer Service While Drinking Through a Fire Hose”.

Hiring a Customer Success Manager? Recruitment company Harvey Thomas has put together some interview questions for this relatively new role in “Interview Questions When Recruiting Customer Success Managers”.

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