Customer Success Roundup: February 19th, 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.

Akita’s Barry Devon looks at the results of our ‘2016 Customer Success Managers Survey’ (see graph below) and by extension how Customer Success Managers should be incentivised.

Read the post on the Akita Blog here. 

Andy Beohar of SevenAtom outlines a money-saving strategy to improve both customer generation and retention in, “SaaS Marketing: Expert Tips for Improving Customer Retention Using Content”.

Nadav Dakner of InboundJunction discusses how minimising SaaS Churn is key to long-term profitable success in his deep-dive article, “Churn Rate Optimization: How to Reduce Customer Loss”.

Kate Harvey of Chargify asks SaaS industry leaders “What is that one tip for reducing SaaS churn that you wish someone had told you when you first started?” and gets some fascinating answers!

Benjamin Brandall of Process Street asks the question, What do Customer Success teams actually do? (and answers it!), in his article “14 SaaS Companies Reveal Their Customer Success Process”.

Micheline Nijmeh of Livehive guest posts on the Salesforce.com blog, discussing how sales coaching can increase top-line revenue by up to 20% in “5 Ways to Apply Analytics for Better Sales Coaching”.

The prolific Tomasz Tunguz of Redpoint Ventures discusses how much a SaaS firm should spend on Customer Success in “How Much Should Your Startup Spend On Managing Churn?”.

Molly Savage Breiner of Synap looks at the process of recruiting for your Customer Success Department in “Hiring for (Customer Success), Pt. 1: Where to Begin”.