Customer Success Roundup: November 6th, 2015
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.
Alex McClafferty, a customer success consultant and Forbes contributor, teases out some customer success management tips from companies that are doing it right in “3 Startup Experts Reveal Their Customer Success Secrets”.
Kostas Papageorgiou of PAYMILL compiles a list of interesting articles to help startups grow their customer base in “Top Resources for SaaS Entrepreneurs to Grow their Startup”.
Andrew Tate of ProfitWell believes in a structured and repeatable approach to reducing churn. He supports each of his recommended steps with a real-life example from a variety of SaaS companies in “How to Reduce Churn by Building a Bulletproof Retention Process”.
Kareem Mayan of The Churn Guys shows that not all churn is created equal by examining the different types of churn a SaaS business can experience, how to get accurate metrics and where to begin to problem solving in “The Four Kinds of SaaS Churn”.
Brian Gladu of ActiveCampaign explains why your customer emails should evolve along with your customer relationships in “25 Emails That Target Each Stage of the Customer Lifecycle”.
Mike Stocker of Marketo knows the importance of tracking the lifetime value of a customer but says getting the necessary data is only possible by breaking up organizational silos in “The Main Metric — Customer Lifetime Value”.
Entrepreneur.com contributor Adam Root urges CEOs to provide training beyond employee roles and encourage co-learning to form “cross-functional” teams in “4 Ways Tech Leaders Can Focus on Customer Success”.