Issue 326

Customer Success Roundup: 27th July 2018

Jul. 27th, 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.

Michael Redbord of HubSpot sits down with Bill Cushard on this week’s episode of Helping Sells Radio, advising listeners on how to make customers successful — “Michael Redbord Hardly Anyone Buys Your Software Just to Log On” [Podcast].

With 10+ years in a variety of customer-facing roles, Customer Success lead at FreeWire Technologies, Steve Schwartz provides you with ideas and best practices for “Keeping Support and Success in Sync“.

If you’ve chosen Product Stickiness (Daily Active Users / Monthly Active Users) as a Customer Success metric, you may want to read this next post. Partner at Andreessen Horowitz, Andrew Chen notes that “DAU/MAU Is an Important Metric to Measure Engagement, but Here’s Where It Fails“.

Niamh Jones, Product manager at Voxpopme, shares how her team collaborates with Customer Success to deliver a better product in three steps — “CS to PS: Turning Customer Success into Product Success“.

CEO of Aha! Brian de Haaff urges Product Managers to critically assess their product offerings and get rid of the bloat in “Your Product Portfolio Is Overwhelming the Team (and Customers) — What Do You Do?“.

Customer Success Strategist Kia Puhm discusses the importance of having a disciplined expansion strategy if you hope to achieve meaningful and sustained growth in “Customer Success 2.0: Where the Industry Needs to Head“.

Pamela Vaughan of HubSpot covers a variety of ways you can engage your customers through email in “13 Email Workflows You Should Be Using in Your Marketing Automation“.

Stephanie Gonzaga of Help Scout highlights the complementary nature of success and support teams while explaining “What’s the Difference Between Customer Support and Customer Success“.

“Your most unhappy customers are your greatest source of learning.” – Bill Gates. For more inspirational CX quotes, head over to the Retently blog for their “15 Great Customer Experience Quotes and What They Can Teach You“.

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