Customer Success Roundup for the 10th January 2020

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.

• Thinkful’s Daniel Jurado goes deep on LTV in
  • “Churn = Happiness: A Customer-Centric Approach To Retention“
• Ky Winborn, Customer Success Operations Specialist at Appcues, lays out
  • “The 4 customer retention metrics you should be measuring now“
• Animalz’ Ryan Law explains
  • “Why Your SaaS Customer Churn Metrics Are Probably Wrong“
• CX expert Blake Morgan puts
  • “The Case Against A Chief Customer Officer“
• Kustomer’s Chad Horenfeldt describes
  • “Meaningful Engagements: How to Achieve Your Customer’s Outcomes“
• Sales for Startups James Ker-Reid interviews mParticle’s EMEA GM, Karen Gallantry. They discuss
  • “Closing The Gap Between Sales And Customer Success“