Customer Success Roundup: 16th December 2016

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.

On this week’s CustomerBliss podcast, CEO Jeanne Bliss talks with Dayton Semerjian, SVP of Customer Success at CA Technologies about “Blending Customer Success and Customer Experience”.

This fascinating post by Chargebee Product Manager Sadhana Balaji gets you thinking about your churned/churning customers, who you should focus your energies on rescuing, and who should be left to churn — “95% Of Your Churn Should be Ignored. Here’s Why”.

We love hearing real world examples of how innovative firms are building Customer Success into their company culture. In “Customer Success @ Belong.co”, Head of Customer Success, Abhilash Kasamneni, shares his thoughts on building a Customer Success organisation over the last 18 months.

Emily Smith, growth specialist at Cobloom, delves into the world of NPS measurement, its importance and associated problems in her provocatively titled, “Is Calculating Net Promoter Score (NPS) a Waste of Time?”

In an Entrepreneur.com post, Eric Siu, CEO of digital marketing agency Single Grain, details “10 Customer Retention Strategies That Supercharge Your Marketing”.

When a customer blames their technology vendor for poor adoption, they will take the first opportunity to sever their relationship with that company. Mark Silver, product manager at WalkMe, discusses how to deal with this scenario in “Why Innovative Companies Invest in Customer Success”.

In this interview, Lilian Oliveira, Head of Customer Success at Kast, asks Customer Success consultant Lincoln Murphy about “How Customer Success Can Boost Sales”.