Customer Success Roundup: 24th August 2018

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.

Customer Success Strategist at Akkroo, Clare Knight highlights the importance of maintaining open and effective interdepartmental communication as you grow in “The Curse of Silos in SaaS Startups“.

Email Conversion Strategist Val Geisler flies the flag for email-driven customer engagement once again, this time for customers who are well beyond the onboarding phase — “These Four Emails Are Drastically Underutilized for Customer Retention. Here’s How You Can Fix That“.

Founder of, Adam Joseph sits down with Jaz Broughton, Customer Success Manager at Trint, to learn about the challenges of being the first and only CS hire at her company in “Customer Success Conversations Episode 28” [Podcast].

Creating customer personas is an important step in building empathy and helping you to get closer to your customer. The team at HubSpot released their “Make My Persona” tool this week to help you get started.

Ty Magnin of Appcues suggests providing users with an onboarding checklist that gets them to that first “Aha!” moment faster and shares “6 Best-in-Class Examples of User Onboarding Checklists“.

In a recent episode of The Intuitive Customer Podcast, Colin Shaw and Prof. Ryan Hamilton make the argument as to “Why Most Segmentation Is Wrong” and what you can do to avoid the common pitfalls.

Co-Founder of SuccessHACKER, Todd Eby outlines some interview tips for prospective CSMs in “The Essential Guide to Landing Your First Customer Success Job“.

Writing for The Success League, Lauren Costella of Medrio covers the hiring process from her perspective as VP of Customer Success — “Getting Beyond the Veil: 5 Tips for Hiring Customer Success Talent“.

If you are having trouble getting buy-in on your Customer Success initiatives, you might find this next resource useful. Jory MacKay publishes “8 Project Proposal Essentials to Get Manager Buy-In (with Free Template)” over on the Planio blog.

Dan Hattrup of Teradata looks at the right and wrong way to collect customer feedback — “Engineering Customer Experience: Customer Centric Feedback Loops“.

Recruiting software company Lever have a Customer Success team and a Customer Advocacy team. “Meet Graham Pionkowski, Lever’s Director of Customer Advocacy” and he’ll tell you all about it.

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