Customer Success Roundup for the 5th October 2018

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.

In a hugely inspiring and valuable blog series, David Peralta of Hotjar goes in-depth on “How We Measure and Improve Our Users’ Experience Year-Round” part one and part two“.

Jeanne Bliss shares an excerpt from an interview she did with Laura Ortman, Chief Customer Officer of Equinix, discussing “How to Improve CX at Every Level of the Organization Through Personal Responsibility” [Video + Transcript].

The team at Kupr Consulting interview Aurelie Randolph, Customer Success Manager at Ometria, about the tactics she uses with customers to improve product usage in “Client Success Professional – Aurelie Randolph“.

Customer interviews, frictionless onboarding, and investing in Customer Success all appear on the “10 SaaS Commandments” list from Stefan Lazarevic, Co-founder of Infinity.

Tim from Retently describes the core principles of customer journey mapping and presents some popular mapping tools in “How to Create Your Customer Journey Map and Optimize the Touchpoints“.

Donna Kelly of BombBomb has some advice for struggling CSMs — ‘“It’s Not My Problem”…Actually, It Is. Detachment Mentality with Your Team and What to Do About It‘.

Writing for The Success League, growth marketing expert Jeremy Gillespie explains the difference between Customer Success and Customer Experience, how they relate to one another, and how to go about “Integrating Customer Experience Into Your Customer Journey“.

Alan Finlay of Relay discusses the primary driver for brand loyalty and recommends four retention metrics to track in “Customer Retention Research: The Art and Science of Customer Satisfaction & Loyalty” [Infographic].

Over on the BrainSell blog, Ali Lipman provides a primer on customer satisfaction and retention metrics in “The Key to Customer Success? Metrics“.