Customer Success Roundup: 2nd December 2016

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.

Co-founder of iSell.com, Adam Toren, says you need to ensure your product is “infused with irrefutable evidence” that it is driving ROI in “How Transparency Can Slash Your Churn Rate by 89%”.

Node.io founder, Falon Fatemi, says a focus on Customer Success has helped her company post 100% customer retention thus far. In this Forbes post she outlines “3 Reasons Why a Customer Success Staff is a Key Investment for B2B Startups”.

Your Customer Success team knows more than anyone about how customers use your product. Bizzmark blog editor James Burbank outlines how marketing should leverage their experience in “How your Customer Success team can help with Account-Based Marketing”.

In the second of a series of guides to growing your Customer Success team, VP of Customer Operations at Hellosign, Maranda Dziekonski, outlines what to do once you have hired your first CSM — “Onboarding the First Member of Your Customer Success Team”.

According to Kayako’s Technical Support Team Lead, Vinay Sharma, identifying the different personas of your customers is essential when developing effective customer retention strategies. He details the personas he has identified in this piece, “The 4 Best Retention Strategies to Reduce Customer Churn”.

Pardot founder David Cummings knows that while entrepreneurs would do well to work towards a low a churn rate, they should keep in mind that “Customer Churn Is Always Higher in the Early Days”.

Timing is critical when seeking customer feedback. Promoter.io founder, Chad Keck, asked the team at mobile banking startup Chime to share “How Chime Grew Customer Love Through Timely NPS Tracking”.