Customer Success Roundup: 23rd September 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.

This week, Kate Harvey from Chargify writes about non-traditional strategies for surveying customers that you may not be aware of in “Beyond NPS & Exit Surveys: What You Should Be Asking Prospects & Customers”.

Archana Madhavan from web and mobile analytics firm Amplitude, wonders whether the majority of “retained” users are getting much value from apps in her piece “User Retention Depends on Your App’s Critical Event”.

Mergelane’s Co-Founder, Elizabeth Kraus, gets to the heart of understanding what your churn rate is and the impact it has on your business in “Churn: The Churn Rate Formula and Definition”.

Denis Zhinko of Sciencesoft writes about Customer Lifetime Value (admitting LTV can’t be a constant) in his piece on “The Ins and Outs of Customer Lifetime Value for B2B Industries”.

Tom Brennan, VP of Marketing at FinancialForce, muses on the “sudden” obsession with customer success in “Why Customer Success Is Now the Master Business Metric”.

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