Customer Success Roundup: 4th November 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.

Amity interviews Sam Brennand, VP of Customer Success at Uberflip, who shares his insights into becoming wholly customer focused and growing your CS team in “Inside Customer Success: Uberflip”.

While Blossom Street Ventures has recently chiseled out its “11 Commandments of Customer Success”, Brooke Goodbary of Intercom offers an opposing view on Medium, revealing her “5 Customer Success Commandments You Should Break”.

With the rapid growth of Customer Success, it’s no wonder that engagement and retention feature on the Mattermark list of “10 Marketplace KPIs That Matter”, compiled by Andrei Brasoveanu.

In another list-of-ten, Liam Gooding, Co-Founder and CEO of Trakio, outlines his tried and tested “10 Ways to Increase Your Customer Lifetime Value with Data” that allow him to confidently run pay-per-click ad campaigns at eye-watering costs.

If negative churn is an unfamiliar term — or perhaps a seemingly unreachable goal — let Patrick Campbell of ProfitWell show you “How to Achieve Negative Churn (and Why It Matters)”.

Aaron Agius, writing on the Kissmetrics blog, lists some of the common causes of customer churn and tips for fixing them in “When Good Customers Leave: Troubleshooting Your Customer Retention Approach”.

Techcrunch contributors Ajay Agarwal and Ben Vonwiller have been analysing metrics reported by SMBs, Mid-Market Businesses and Enterprise Level Companies in the SaaS world and have detemined that “To Be a Top Quartile SaaS Grower, You Need to Focus on Gross Churn”.

Customer Success Evangelist Nichole Elizabeth DeMeré puts her love of NPS aside to have an unbiased look at the metric and deliver some some do’s and don’ts in “The Real Pros & Cons of Net Promoter Score”.

Wondering how your new Customer Success team should operate? Burke Alder of Client Success details some common ways companies are aligning their CS team within their company structure in “Customer Success Team Setups: Pros & Cons”.