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, 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“.

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