Customer Success Roundup for the 14th December 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.

Sr. Director of Customer Success at Drift, Nish Murthy reveals the commitments they ask customers to make when adopting their product and the process they have for measuring the success of their customers in “A Step by Step Framework for Evaluating Your Success with Drift“.

David Jackson, CEO of, sits down with Bill Cushard on the latest episode of Helping Sells Radio, advising listeners to examine all the use-cases for their product to uncover the important metrics in “How Can You Not Have a Health Score that Tracks Value Delivered?” [Podcast].

Olivia Clyde of CloudApp chats with Christine Bower and Angela Wong, two Instructional Designers at LinkedIn, about how to “Create Customer Onboarding Tutorials” [Video].

Joe Daniels of Receptive covers some product feedback best practices and discusses the importance of closing the feedback loop in “How Customer Success Can Make the Most out of Product Feedback“.

This week on Forrester’s CX Cast, hosts Sam Stern and Jenny Wise recount the CX trends of 2018 and look to the year ahead in “Four Defining Trends of 2018“.

Kristen Hayer, CEO of The Success League, offers advice for reviewing, streamlining, and documenting your internal Customer Success processes — “Planning for 2019: Auditing Processes“.

Gartner Blog Network contributor Hank Barnes lists his “Three Tests to Assess Your Customer Centricity-Beyond Lip Service“.

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