Issue 326

Customer Success Roundup: 1st December 2017

Dec. 1st, 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.

Drift’s new VP of Customer Success and Services, Julie Hogan suggests hiring great talent for your CS team by looking for candidates with a background in hospitality in “Four Keys to Creating a 6-Star Customer Experience”.

Vice President of Customer Success at Access, Emily Hayes reflects on her first 365 days in the role and shares some valuable tips in “One Year in, What We’ve Learned from Our Customer Success Efforts”. contributer, Jimmy Sjölund shares his story of “How Becoming Open and Agile Led to Customer Success”.

Writing for the Process Street blog, Sam Suthar of Tagove explains why you need to calculate CLV (Customer Lifetime Value) for your customers if you want to successfully grow your company in “Scaling Your Business? Be Sure You Determine Customer Value”.

Chris Duell, Co-founder and CEO of Elevio, describes the process they follow to educate their customers on their product in “How User Education Fosters Success, and Will Change Your Company”.

Harsh Vardhan of Hiver offers guidance on what to do when you’ve failed to meet your customer’s expectations in “Service Recovery: Turn Unhappy Customers into Loyal Fans”.

Christian Sculthorp of Practice Ignition walks readers through a typical onboarding flow and offers tips on streamlining the process in “A Guide to Client Onboarding: 7 Steps to Happier Clients and Less Churn”.

Blake Toder of Hubspot discusses the challenges behind managing Customer Success in a product-driven company and the role customer feedback plays in “How Customer Success Teams Can Use Voice of the Customer to Improve Retention”.

Primal Loop covers why a great user experience contributes to a low churn rate in “Customer Experience: Expectation and Retention”.

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