Customer Success Roundup for the 26th February 2021

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.

• Built In’s Brian Nordli looks at how to eradicate churn in
  • “Don’t Manage Customer Churn. Prevent It.“.
• Co-founder of NP Digital, Neil Patel publishes
  • “The Complete Guide to Client Onboarding and Retention“.
• ’nuffsaid CEO, Chris Hicken asks (and answers)
  • “Is Your Low-Touch Model Really Just Customer Support *Plus*?“.
• Vice President of CS at Goodtime.io, Lauren Costella makes predictions about the future of Customer Success in
  • “The Future Is Hybrid: The Impact to CS People, Process, and Technology“.
• Simpo’s Yuval Karmi and Max Smith-Gee share their recent presentation
  • “Customer Journey – Why is the Ride so Bumpy” [Video].
• Delores Cooper reflects on her first year as a Customer Success Manager with Zendesk in
  • “Lessons of a Customer Success Manager“.