Customer Success Roundup: 22nd June 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.

Head of Customer Success at Amino, Maya Capur offers some excellent hiring advice she learned while building out CS teams at Google in “To Succeed at Customer Success, Hire Technology Laggards“.

Irina Dzhambazova of SaaStock outlines “The 7 Essential Customer Conversations According to Steli Efti” from Steli’s upcoming e-book, “Talk to your f*cking customers”.

Joe Daniels of Receptive publishes a talk from Pulse 2017 by his colleague Aly Mahan and Fraser Stark, VP of EMEA at Influitive. Their two-part discussion covers “How to Turn Your Successful Customers into Your Greatest Advocates” [Video + Takeaways].

Customer Success consultant Lincoln Murphy shares his customer engagement strategy over the course of two new articles — “Introducing the Customer Engagement Communication Model” and “Introducing the BEAST Message Framework for Customer Engagement“.

Jamey Jeff, Managing Director at Coastal Cloud, recaps a recent talk he gave at Customer Success Summit 2018 outlining his five-step onboarding framework — “The SASSE Way to Onboard New Customers” [Video + Takeaways].

TechCrunch contributor Dale Chang covers some key retention metrics and lists his tips for maximizing Customer Lifetime Value in “Why Startups Can’t Afford to Ignore Customer Retention“.

Writing for SuccessHACKER, Nils Vinje calls readers out on “The Three Biggest Myths in Customer Success About Time Mastery and Why They Are BS!“.

Head of Customer Success at Sprout Solutions, Bernice Locsin reports on “Introducing ‘Customer Success’ in the Call Center Capital of the World“. That’s the Philippines in case you didn’t know.

Customer Success Leader Dave Duke pens “An Open Letter to Customer Success Managers” who may be seeking advice from seasoned CSMs.

Chris Sol of Retently provides her five suggested touchpoints for where and “How To Fit NPS Into Your SaaS Customer Lifecycle“.