Customer Success Roundup: 6th January 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.

This week, as part of a series of posts, Ryan Law of Cobloom compiles a really useful guide to understanding your key business metrics — “The Definitive Guide to SaaS Sales Metrics”.

In this post, FunnelWise founder Matt Ostanik shows us how to calculate one of the most critical metrics for SaaS firms, CAC:LTV (comparing Customer Acquisition Cost to Lifetime Value for each customer) in “Customer Acquisition Cost (CAC) and Lifetime Value (LTV) Analysis”.

CEO of HostAnalytics, Dave Kellogg believes “too many people are too macro and too sloppy in calculating [churn] metrics”. Based on what he has learned over the past 3 years, he has completely rewritten a previous article on this topic and this week posts, “A Fresh Look at How to Measure SaaS Churn Rates”.

In this slideshare presentation from Customer Success expert Lincoln Murphy he looks at why you should avoid ‘bad fit customers’ in “Success Potential: The Foundation of Customer Success”.

Jini Maxin from Openxcel looks at how to retain your app customers in the face of constantly growing uninstall rates in “9 Evergreen Customer Retention Hacks for App Developers”.

Jason Lemkin from SaaStr asks (& answers), “Who Does the Director of Customer Success at a SaaS Startup Report To?”.

In this piece, “Why Customer Lifetime Value Is the Lifeblood of Your Business”, the Quickbooks poster discusses why a business that can calculate and track it’s customer lifetime value can take a more realistic view of future cash flows. .