Customer Success Roundup: 27th October 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.

Akita is kicking off a series of short, practical Q&A sessions with leaders in Customer Success. First up is 5 Questions with Melvin Prada, the Head of Customer Success for Learning Management System provider Docebo.

If you work in Customer Success and would like to appear in the series, please email We would love to hear from you!

Customer Success consultant Brooke Goodbary argues that B2B companies need a post-sales handoff process from Sales to Customer Success and provides advice on how to do so in “Creating a Post-Sales Process for Customer Success”.

Founder of Crashlytics, Wayne Chang shares how to deliver unexpected happiness to customers in his piece “Why Zappos’ Approach to Delivering Happiness Is Outdated”.

A “frictionless” onboarding experience isn’t necessarily the right choice for every company or every product.
On the Reforge blog, Susan Su discusses Stitch Fix and how their not-so-lean, 15-minute sign-up survey has been a huge success in “How Personalization Drives Retention and Monetization for Stitch Fix”.

Alex Birkett of HubSpot publishes a comprehensive article entitled “Customer Satisfaction: The Ultimate Guide”.

Full-Stack Web Developer at, Phil Freo provides a better way to gather feature requests in “How to Log Feature Requests”.

Shayla Price provides an overview of “How Top SaaS Companies Create Customer-Centric Onboarding”.

Compensation structures are a hot topic in customer-centric companies. “Exchanging value with customers is not a fight” says the CEO of Aha! Brian de Haaff, who declares that “It Is Time to Eliminate Sales Commissions”.

Chief Technology Officer at Capgemini, Frank Wammes discusses the importance of creating an omni-channel experience for your customers (and how to go about it) in “Customer-Centricity: Five Rules for Success”.

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