Customer Success Roundup for the 18th January 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.

• First Round Review interviews Co-Founder and Chief Brand Officer of restaurant chain Sweetgreen Nathaniel Ru to discover
  • “What Sweetgreen Can Teach Startups About Scaling Intimacy“.
• Crane Venture Partners share a presentation from their annual event FLIGHT given by Rav Dhaliwal, Head of Customer Success EMEA at Slack, where he discusses delivering–and proving–value as a CS team
  • “Flight 2018: Early Stage Sales and Customer Success” [Video & Slides].
• Kristen Hayer of The Success League describes the core principles from her favourite change management article, tailored for CS leaders in
  • “Driving Change in Customer Success“.
• Canadian Customer Success group CS in Focus detail
  • “How Customer Success Drives Top Funnel Growth“.
• Benjamin Brandall of Chameleon explains how a proper introduction to your product can help boost retention and
  • “How to Plan, Build, and Test Product Walkthroughs That Work“.
• Joe Daniels of Receptive publishes two CS-related articles this week
  • “How to Think Like a Customer Success Manager” and “2019 is the Year of Customer Success“.
• Geoffrey Keating of Intercom reveals how Customer Success reps at Close are distributed using the modular “Pod” organization model in
  • “How to Build, Manage and Scale a Sales Team – 12 Strategies from the Experts“.
• Angel Investor Dave Kellogg channels Gordon Ramsey in his latest post on leadership
  • “Not in My Kitchen, You Don’t: Leaders as Norm Setters“.
• Founder and CEO of Retently, Grigore Raileanu lists
  • “9 Practical Tips for an Effective NPS Data Analysis and Reporting“.