Customer Success Roundup: 21st October 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.

The role of Customer Success Manager is new to most businesses. Danni Friedland, Co-Founder of Jaco, provides some advice on “What Skills Should You Look for When Hiring a Customer Success Manager”.

Emily Smith, Growth Specialist at CoBloom, collates some key Customer Success wisdom in “14 SaaS Experts Share Their Churn-Beating Advice”.

In “How We Engineer Customer Success”, Charna Parkey, Customer Success engineer at recruitment technology firm Textio, discusses how they have tightly integrated data engineering into their operations.

Inspired by watching Netflix Samir Sharma from Datazuum detailed the “jaw dropping power of a mixture of customer segmentation and analytics” in “The Value of Customer Segmentation”.

Retention consultancy Convero have released a whitepaper (PDF) showing that companies have failed to use digital technologies to manage customer retention (and that shows 60% of execs don’t know their Customer Churn rate!).

In this SaaStr Podcast, Jon Herstein, SVP of Customer Success at Box, Discusses “How Box Built and Scaled Their Customer Success Team”.

Bernie Kassar, Chief Customer Officer at Xactly, writing on the Salesforce blog, identifies “5 Tips to Shift Your Mindset from Customer Satisfaction to Customer Success”.

“What does it mean to be customer obsessed?” one of the questions put to Typeform’s Director of customer success, David Apple, in this Chargebee podcast “Life and Times of a Customer Success Maverick with Typeform’s David Apple”.