Customer Success Roundup for the 5th 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.

Process Street’s Jane Courtnell delves into “Customer Success Operations: How to Build Repeatable Processes to Scale and Grow“.

Philip Chew, Partner at Global Performance Group, shares “Customer Retention Playbooks 101: Building a Structured Approach to Keeping Customer Happy“.

CCO of CSM Practice, Irit Eizips chats to Christina Augustine, COO at Bloomreach about “When, Why and How Should You Rebuild Your Customer Success Practice” [Video].

CEO of The Success League, Kristen Hayer looks at the thorny subject of “Selling as a CSM“.

Senior Customer Success Manager at Slack, Christine McHone asks “Who Puts Success in Customer Success?“.

Zuora’s Chief Data Scientist Carl Gold dives deep into “Advanced Feature Engineering Customer Success Metrics” [Video].