Customer Success Roundup for the 12th October 2018

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.

• Writing for the Harvard Business Review, Denise Lee Yohn looks to the leaders in customer centricity to support her suggested
  • “6 Ways to Build a Customer-Centric Culture“
• Mary Cleary of frame.ai shares her 3 takeaways from a recent CS meetup in NYC, highlighting the frustration some CSMs feel towards NPS in
  • “Data-Driven Customer Success: A Recap“
• Founder of JotForm, Aytekin Tank outlines why listening to your customers is vital to the success and longevity of your business, providing 5 sample questions to ask them in
  • “How Listening to Our 4.1 Million Users Inspired a New Product Idea“
• David Peralta of Hotjar reflects on his recent chat with Drift’s David Cancel and describes
  • “The Exact Customer-Driven Methodology Drift Used to Grow from 0 to 70k Customers in 4 Years“
• As VP of Customer Success (APAC) at Partnerize, Alix Simpson is well equipped to tell you
  • “How to Get More Value From Your Customer Success Lead“
• Faith Storey of SaaStr publishes a talk given by Tom Hale, President of SurveyMonkey, at SaaStr Annual 2018 where he shares how he’s used NPS to grow his company
  • “The Secret to Keeping Customers Happy for 20 Years – Lesson from President at SurveyMonkey“
• Inc. contributor Wanda Thibodeaux looks at going beyond the data when analysing customer behaviour in
  • “How This Company Used Anthropology to Understand Its Customers“
• Writing for The Success League, VP of Customer Success for Medrio, Lauren Costella details her approach to training new CS recruits in
  • “The Importance of Internal Onboarding“
• SaaStr’s Jason Lemkin answers the question
  • “What Do You Think About Designing Compensation Plans/OTE for a Customer Success Team for an Early Stage Startup ($1M-$2M ARR)?“