Customer Success Roundup: 29th June 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.

A crucial part of a scalable Customer Success program is an effective customer messaging strategy. Co-founders of, Jane Portman, and Claire Suellentrop (and their panel of experts) provide the perfect starter guide with the webinar “Lifecycle Email Essentials” [Video].

For her 100th LinkedIn article (congrats!), Customer Success Strategist Kia Puhm explains what she means when she says “Customer Success Is a Mindset, Not Just a Department“.

SaaStr Founder Jason Lemkin advocates for transparency and honesty in business with his latest post “Assume the Customer Knows Everything“.

Writing for The Success League, Customer Success coach Amin Akbarpour proposes some tactics CSMs can use when their customers span a multitude of fields in “It Isn’t One Size Fits All – Customer Success Across Industries“.

CEO of Host Analytics, Dave Kellogg addresses some of the common pitfalls encountered when calculating churn rates in “Important Subtleties in Calculating Quarterly, Annual, and ATR-based Churn Rates“.

Instructional Designer Asmahan Akam kicks off her customer training how-to guide with “Creating a Winning Customer Training Plan – Part I – the Analysis Phase & Info Gathering“.

George Williams of Intercom offers his take on “How to Collect Customer Feedback the Right Way“.

Adam Henshall of Process Street reveals the steps they follow when upselling a customer and looks at “Why Upselling Is the Job of Your Whole Company, Not Just Your Sales Team“.

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