Customer Success Roundup for the 26th July 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.

• SaaStr‘s Faith Storey shares the SaaStr Europa 2019 talk given by Roger Scott, New Relic‘s Chief Customer Officer
  • “7 Tips and Tricks to Having Happy Customers at Scale” [Video + Transcript].
• Head of Customer Engagement at Typeform, Angela Guedes shares
  • “3 Ways Customer Success Can Influence Product Roadmaps“.
• Senior Vice-President of Client Services at Talkdesk, Gillian Heltai walks you through
  • “How to Build a CSM Team That Generates 130% Net Retention” [Video + Transcript].
• The team at CloudApp publish two great CS-related articles this week
  • “The Principles of Customer Success and Why They are Important” and “A Handy Guide to Understanding Customer Success Strategies“.
• Writing for The Success League, Andreas Knoefel provides tips on conducting an Executive Business Review in
  • “A Tale of Two EBRs“.
• Senior Product Education Producers at Intercom, Jack Jenkins and Liam Keegan co-author a very helpful guide to building and maintaining a great knowledge base
  • “Keep It Fresh: Managing a Knowledge Base That Retains Users“.
• Head of Customer Success at Piwik PRO, Alicja Heyduk shares some learning from her last Customer Success Cafe meeting in
  • “How to Become Customer-Centric“.