Customer Success Roundup: 3rd February 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.

Brooke Goodbary from Intercom warns against re-branding your Account Management team as Customer Success in her post, “Customer Success Isn’t Just a Feel-Good Name for Account Management”.

CEO of Lumen IP, Greg Daines, thinks the conventional model of SaaS/B2B customer renewal is just plain wrong. He discusses how to solve this in his piece, “The 3 Deadly Fallacies of SaaS Customer Renewal”.

Customer Success guru Lincoln Murphy updates his thoughts on what the practice is all about in “Customer Success – the Definitive Guide: 2017”.

Customer Experience author and industry veteran Don Peppers shares his thoughts on how to leverage the Customer Success function strategically in “Turning the CSM Discipline into a Competitive Strategy”.

Reply.io Co-founder Lee Gladish interviews 13 top SaaS industry experts and asks them their “Top 3 Strategies for Increasing Customer Success”.

Ecommerce platform, Xsellco, outlines tips for Customer Support (that should also be heeded by Customer Success Managers) in “10 Top Tips from Our Customer Support Champions”.