Customer Success Roundup for the 16th November 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.

• Katryna Balboni of Appcues takes onboarding offline as she explores some alternative methods for increasing engagement and delivering success in
  • “User Onboarding Doesn’t Have to Be Digital: 5 Companies to Learn From“
• Olga Rogacka of LiveChat interviews her colleagues, CSMs Martyna Gajewska and Jakub Swierczak, to learn about a typical day for them and how they measure their performance in
  • “The Role of a Customer Success Manager in SaaS – LiveChat Team“.
• Customer Success Strategist at Akkroo, Clare Knight breaks out the many motivations and responsibilities of a CSM to answer the question
  • “What Exactly Does Your Customer Success Manager Do?“.
• Co-founder of Customer Success Europe, Sue Nabeth Moore elaborates further on the OPT-IN framework she developed with fellow Customer Success enthusiast Daniel Coullet, introducing readers to the 3 supporting elements required in
  • “Implementing Customer Success – an Organizational Balancing Act“.
• As an avid reader and recommender of books, Head of Customer Success at Media Temple Joseph Palumbo compiles
  • “The Practical and Impractical Mandatory Reading List for Customer Success Leaders“.
• Michelle Cyca of Slack discusses why she believes in breaking down data silos and improving communications among teams, giving pointers on how to do it in
  • “What Digital Transformation Means for Your Company“.
• Head of Customer Success at Klara, Frederik Müller believes that product teams should define the onboarding process and explains his reasoning in
  • “Lessons Learned: The Importance of a Product-Led Customer Success Onboarding Strategy“.
• Jennifer Hubauer of Userlane covers how to prepare for a QBR and provides some sample questions to ask in
  • “Achieving Mutual Success with Quarterly Business Reviews“.
• Founder & Managing Director at Method, Justin Zacks discusses the perils of leaning on best practice recommendations with little to no testing on real customers in
  • “3 Reasons Customer Success Is Struggling with Customer Experience“.
• Customer Success Director – EMEA at Enboarder, Chris Jones shares his
  • “6 Takeaways on Customer Success from Pulse Europe“.