Customer Success Roundup for the 23rd 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.

• David Peralta of Hotjar chats with Peep Laja, the founder of CXL, to learn
  • “How Customer Insights Saved CXL Institute from Near-Disaster“.
• First Round Review spoke to Chris Purkey, VP of Sales and Customer Service at Backcountry, about providing a human connection and personalized experience through their “Gearhead” program in
  • “How Backcountry’s Support Reps Go the Extra Mile — and Get Invited to Their Customers’ Weddings“.
• Kristen DeCosta of Churn Buster reframes a churn problem as an improvement opportunity, and outlines ways to get started in
  • “How to Make Churn Prevention Part of a Positive User Experience“.
• Dina Chaiffetz of Prolific Interactive describes how the workplace collaboration tool Slack helped her uncover valuable customer insights in
  • “I Conducted a User Interview on Slack and Here’s What Happened“.
• Over on the Kayako blog, Dominique Jackson of Copper shares five tips on
  • “How to Build a Customer Oriented Culture from the Ground Up” from brands that have done it successfully.
• Founder of Kupr Consulting, Simon Cooper explores
  • “Using Recency, Frequency, Value as a Customer Health Score“.
• Ed Shelley of ChartMogul talks about the importance of cohort analysis to understanding user behavior over time and how to get started in
  • “Saas Metrics Refresher #6: Cohort Analysis“.
• Judy Weader, Principal Advisor for Forrester’s CX Council, shares some advice on scaling Customer Success with a tier based system in
  • “Tier It Up: A Winning Strategy for Customer Success Management Programs“.
• CEO of The Success League, Kristen Hayer suggests a contest as a way to establish good habits or drive short-term behavior change and lists her
  • “7 Steps to Planning an Amazing Holiday Contest“.
• KC Karnes of Clever Tap explains
  • “How to Calculate Customer Retention” and provides readers with a useful online retention calculator.