Customer Success Roundup: 21st September 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.

VP of Customer Success at HubSpot, Eva Klein defines the three different levers you can pull when “Aligning Your Marketing + Customer Success Teams“.

Mo McKibbin of HelpScout shares her “Yes, and …” tactic for helping customers realize their full potential (while driving upsells) in her latest post — “What Is Support-Driven Growth?“.

Customer Success Manager at Horangi, Lance Chua writes about the challenges of delivering success to a multitude of customers across different industries in “B2B Customer Success – Context Matters, Understand Your Customers“.

In a recent Forget the Funnel workshop, SaaS advisor Brianne Kimmel covers how to employ personalization to improve the customer experience in “The Customer Data Flywheel For SaaS Marketers“.

Robbie Allan of Intercom talks readers through getting their brand new users to value as soon as possible with his “5 Essential Onboarding Tactics for Complex Products“.

Nils Vinje of Glide Consulting joins Bill Cushard on his show, Helping Sells Radio, where he recounts the difficulty in driving change in a company that has not fully embraced Customer Success in “Nils Vinje Says Low Maturity Customers Need You to Do a Lot of Work. Be Ready for It” [Podcast].

Founder of Customer Growth Advisors Emilia D’Anzica discusses the role customer communities play in “Accelerating and Scaling Customer Success in Saas“.

Olga Rogacka of LiveChat reveals the success milestones they’ve identified for their new customers, the CS processes they have in place, and their current churn rate in “Customer Success Management in SaaS – LiveChat Team Strategy“.

Over on the ChartMogul blog, Ed Shelley is running a refresher series on important SaaS metrics, the latest being his “SaaS Metrics Refresher #3: Churn“.

Customer Success lead at FreeWire Technologies, Steve Schwartz transports us to a Las Vegas poker room as he explains “Customer Fit (or Know When to Fold ‘Em)“.