Customer Success Roundup: 28th April 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.

Posting on the SuccessHACKER blog, Customer Success Evangelist Nichole Elizabeth DeMeré advises us on “How to Get Product Managers Excited to Work with Customer Success”.

Co-founder at Outseta, Geoff Roberts, analyses some relevant advice from Hubspot’s Mark Roberge in “Customer Success. Unit Economics. Then Growth. What I Like about Mark Roberge’s Framework for Advising SaaS Start-Ups”.

Company culture has a significant impact on your ability to deliver a positive customer experience. Parker Davis, CEO of Answer1, analyses “How to Improve Customer Experience through Company Culture”.

Chargify’s Kate Harvey breaks down the different types of churn in “Understanding SaaS Churn Metrics: Why All Churn Is Not Created Equal”.

Do agile methodologies have value in Customer Success? SuccessHACKER’s Todd Eby believes so and discusses in “How to Use Agile to Deliver Customer Success”.

Adopting proactive Customer Success is easier said than done. Chief Customer Officer at Act-On, Matt Zelen, provides some guidance in “Five Ways SaaS Companies Can Achieve Proactive Customer Success”.

Angie Stocklin, COO and Co-Founder of, lists “6 Steps to a More Robust Voice of the Customer Program”.

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