Issue 326

Customer Success Roundup: 5th May 2017

May. 5th, 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.

Prodpad opened up a ‘product’ Slack channel with their customers. Their Head of Growth, Nandini Jammi, investigates the impact this is having in “Is Our Slack Customer Community Actually Pulling Our Churn Rate Down?”.

Director of Growth at Appcues, John Sherer, argues that CSMs should think about reducing the number of onboarding calls made to customers in “How to Kill New User Momentum with Onboarding Calls”.

Molly Savage Breiner of Synap outlines for us “The Difference between Key Account Management and Customer Success”.

Here’s an interesting post from Sherice Jacob on the Kissmetrics blog about implementing Customer Success at scale — “How Netflix Maintains a Low Churn Rate by Keeping Customers Engaged & Watching”.

Mindtouch have just published a list of “The 2017 TOP 25 Customer Success Influencers & The People’s Choice TOP 100”.

We all know to avoid bad-fit customers — it’s a commandment of Customer Success! However, if you have let some slip through the net, here is some advice from Customer Experience expert Michael Lowenstein — “4.5 Rules for Creatively Firing Unwanted Customers”.

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