Customer Success Roundup: March 18th, 2016

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.

Benn Stancil, chief analyst at Mode walks through 3 retention metrics that help you better understand how customers use your product in “3 Things Your User Retention Rate is Hiding”.

On the Kissmetrics blog, Shayla Price looks at how you may be hindering your company’s growth and minimising profitability in “4 Inconvenient Truths About SaaS Customer Retention”.

CEO of, Steli Efti believes founders have a tendency to calculate churn in a way that makes their company look best. He discourages this practice in his article “SaaS metrics: The no-BS guide to understanding churn”.

Redpoint’s Tomasz Tunguz takes an analytical look at how the importance of recurring revenue grows in “The Strategic Shift In Revenue For SaaS Startups As They Scale”.

Nathan Clinch, Head of Experience at Meeco takes an anecdotal approach to understanding CLV in “Customer Lifetime Value is broken, but here’s how to fix it”.

Niraj Ranjan Rout, founder of Hiver discusses how customer centricity drives customer retention in “5 must-dos to keep your customers from leaving you”.

Angela McCrory, cofounder at Rukkus reminds us that we sometimes forget the obvious in “If You’re Experiencing Churn, Remind Customers That You’re There”.

Annie Cushing, Founder at outlines “Three Reasons You Don’t Want To Track Customer Lifetime Value in Google Analytics”.

And from October of last year, Ed Shelly of ChartMogul discusses how we can calculate and actually influence customer churn rates in “Actionable SaaS Metrics: Customer Churn Rate”.

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