Customer Success Roundup for the 15th February 2019

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.

• Founder and CEO of JotForm, Aytekin Tank attributes his company’s success in part to their customer-driven approach and advises entrepreneurs that “Your Company Doesn’t Need a Social Purpose to Succeed“.
• Senior Director of Customer Success at Aha!, Melissa Hopkins chats to her team of CSMs (and former Product Managers) about how to make the most of customer conversations — “9 Product Experts Reveal How to Learn Exactly What Customers Want“.
• Brett Grossfeld of Zendesk suggests some moments when companies may want to initiate engagement with their customers in “How Businesses Can Benefit from Proactive Messaging“.
• Writing for the Help Scout blog, Elizabeth Wellington explains “Why Customer Relations Are Vital to Your Business“.
• VP Customer Success at Personio, Jonas Rieke lists his dos and don’ts for starting a Customer Success function from scratch in “How to Build a Winning Customer Success Organization for a B2B Saas Company“.
• Ed Shelley of ChartMogul returns with another refresher course — “SaaS Metrics Refresher #9: Segmentation“.
• After working with and analyzing over 30 SaaS products, Retention Design Co-Founder Inna Kerzman reveals “The Top 3 Mistakes That Cost You Too Many Good Customers“.