Customer Success Roundup: 9th September 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.

Customer Success thought leader, Lincoln Murphy of Sixteen Ventures, believes SaaS firms are more capable of achieving negligible levels of Customer (or revenue) churn than they believe. He outlines his thoughts in “Excuses and the Myth of Near-Zero Churn”.

Cost of Acquiring Customers (CAC) is a key Customer Success metric but can be tricky to calculate. In this post, Thomas Smale of FE International investigates “How to Determine Your SaaS Business’s Cost of Acquisition.”

At Akita, we believe networking and social tools are important mechanisms for customer engagement so we really liked John Greathouse’s article on Forbes: “LinkedIn Hack: This Startup Uses It To Recruit Customers & Reduce Churn.”

Appcue’s marketing director, Ty Magnin, looks at how to calculate Customer Success metrics—beyond just churn—in his post “The 4 Customer Retention Metrics You Need to Measure Now.”

Customer Success leaders know they need to sell the value of their efforts to their Board to receive on-going support. Irit Eizips of CSM Practice delivers advice on how to achieve this in “The Key Customer Success Metrics To Report To Your Board Of Directors.”

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