Customer Success Roundup: 31st August 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.

Founder of, Adam Joseph chats with Barry Cochrane, Head of Customer Success at ResponseTap, about the 30/60/90-day plans he enacted when creating his CS department in “Customer Success Conversations Episode 29” [Podcast].

Yohann Kunders of Chargebee appeals for more thoughtful customer emails without the usual shortcuts in “The Case Against the ‘Back to App’ Button in User Onboarding Emails“.

Writing for the Harvard Business Review, Lindsay McGregor and Neel Doshi offer some excellent insights useful for those managing Customer Success or Support teams in “How to Motivate Frontline Employees“.

Customer Success Leader Dave Duke and James Scott of SuccessHacker introduce their “BOM” methodology for CSMs, breaking the strategy out into 5 key stages in “Business Outcome Management -The Next Customer Success Core Competency?“.

CEO and Founder of Appcues, Jonathan Kim talks to Alex Theuma of SaaStock about a topic near and dear to him “The Fundamentals of User Onboarding” [Podcast].

Christopher Gillespie of Mixpanel publishes two great CS-related articles this week — “Build More Useful Products with Journey Maps” and “How to Develop and Measure a User Adoption Strategy“.

Over on the Appcues blog, Asia Matos shares her process for conducting customer interviews in part 1 of her 2-part series on “How to Troubleshoot Your Onboarding Experience“.

Derek Gleason of CXL outlines his 5-step plan on “How to Build a User Research Culture“.

In the last episode of this SaaS Open Mic season, Ed Shelley of ChartMogul interviews Hannah Chaplin, Founder of Receptive, on the topic of “Scaling Customer Feedback” [Podcast].

Patrick Campbell of ProfitWell discusses common emotional responses to feedback and how to overcome them in “Feedback is Not Negotiable” [Podcast/Video].

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