Customer Success Roundup for the 27th September 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.

• Zendesk COO Tom Keiser explains how his company approaches Customer Success in
  • “Loyalty + Retention = Customer Success“.
• Stephen Allott of Seedcamp makes a case for Voice Of Customer as a measure of CSM success in
  • “Sales Tales: Your Customer Success Team Target is Customer References“.
• Kent Phillips, CSM at LeanData, dives into
  • “Growth & Upsell Strategies — B2B SaaS Customer Growth Fundamentals“.
• Customer Success consultant Andreas Knoefel looks at what to do with ‘laggard’ customers in
  • “Recover, Rescue, or Farewell?“.
• CleverTap‘s Emily Bonnie looks at how to
  • “Take Control of Churn with Retention Analysis“.
• Sampson Lee, President of Global CEM, explains
  • “Why NPS, CES & CSAT Can’t Measure Customer Success“.