Issue 326

Customer Success Roundup: 16th June 2017

Jun. 16th, 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.

Business2Community contributor Jackie Oh lists four tips she learned from Sean Desmond, EVP of Customer Success at nCino, in “4 Ways to Build Your Customer Success Team”.

This week, Nils Vinje of Glide Consulting discusses “The Difference Between Customer Success and Account Management” in their (always informative) newsletter.

Adam Rogers of Kayako highlights ways that easy and timely access to real-time customer data can help to make customers’ lives easier and cut churn in “How to Reduce Back-And-Forth with Your Customers”.

Ian Blake of Campaign Monitor reflects on the symbiotic relationship between company/product touchpoints, the customer journey, and the customer experience (with some interesting analogies) in “Why Customer Journeys Should Evolve”.

Blake Morgan, writing for the Harvard Business Review, notes that it is hard to listen to our customers’ needs when we are drowning in data or when that data is locked away in silos. However, he sees a change coming in “AI Can Comb Through Your Data to Create More Compelling Customer Experiences”.

Want to hear how other Customer Success teams operate? Sign up to Wootric’s new video series “Hot Topics in Customer Success” and you’ll get interviews with CS leaders delivered to your inbox every second Wednesday.

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