Customer Success Roundup for the 15th November 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.

• Here’s one for all you data analytics geeks! RTL‘s Rashid Kazmi proposes a new model for customer data analysis, modelling, and mining in “Survival Analysis to Understand Customer Retention“.
• Intercom‘s Dee Reddy and Fiona Lee describe “How Yelp Drove Down Churn by Building up Customer Success“.
• User Research Specialist at UserTesting, Sean Treiser lists the “3 Best Practices for SaaS Customer Onboarding“.
• Delivery Leader at American Express, Anupriya Sharma asks (and answers) “To NPS or Not to NPS? More So, How to NPS?!“.