Issue 326

Customer Success Roundup: 19th August 2016

Aug. 19th, 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.

Lincoln Murphy of Sixteen Ventures defines a new Customer Success KPI — the “Success Vector” — to quantify Customer-Success-driven growth in “Success Vector – The Logical Evolution of Customer Health Score”.

In a guest post on the SaaStr blog, Becky Krill of SchoolKeep provides some really useful pointers on reducing churn in “Crush SaaS Churn with These 8 Tips”.

Kevin Garcia, Marketing Director at Totango, identifies four primary lifecycle stages for SaaS customers, suggests what CSMs should do during each stage, and links to some related resources in “What Are The Customer Lifecycle Stages?”.

Wilson Peng, co-founder of YesInsights, discusses the importance of listening to — and engaging with — your customers, providing real-world examples in “User Retention Goes Beyond Just Collecting An Email”.

Nicholas Holmes of Nickelled gives some practical advice on how to measure the success of your user onboarding process in “The Nickelled Guide To User Onboarding Metrics That Matter”.

Early stage VC firm FirstMark met with Nick Mehta, CEO of Gainsight, to hammer out “A Roadmap to Customer Success for Early-Stage Startups”.

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