Customer Success Roundup for the 1st March 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.

• SaaS consultant Tony Freed breaks down his
  • “Top 10 User Onboarding Mistakes“.
• Sara Staffaroni from GetFeedback tells us
  • “How to Follow up with NPS Detractors, Promoters, and Passives“.
• Pulkit Agrawal, CEO at Chameleon, argues that
  • “For Better User Onboarding, Switch to Product Marketing“.
• CSM at Atlassian Statuspage, Jake Bartlett details
  • “8 Common Mistakes That Negatively Impact CES“.
• CX consultant Gerry Brown cautions against oversimplifying customer metrics in
  • “Why ‘Moneyball’ Customer Metrics Must Replace the NPS Myth“.
• Amy Downs, Chief Customer Officer at Lifesize, completely disagrees and makes the case for NPS in
  • “The First Step to Increasing Customer Loyalty: Adopt a Metric the Whole Company Can Rally Behind“.