Customer Success Roundup: 20th April 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.

EMEA Director of Customer Success at Microsoft, Bernd Zimmermann is spot on in his analysis of “What It Takes to Become a Rockstar Customer Success Manager“.

David Jackson, CEO at TheCustomer.Co, argues that while current Customer Success strategies can be effective, they are really just about compensating for product failures. He discusses the future of CS as he sees it in “Customer Success 2.0 : Balancing People and Product for Profitable Growth“.

Sujan Patel of Mailshake puts his motto of “share everything I know” to work as he details his “7 Lessons from 90 Days in Customer Success“.

Oisin Ryan, Founder of ServiceDock, highlights the problem of low survey response rates and what to do about it in “5 Tips to Improve CX Survey Engagement Rates“. In a rare clickbait-y comment we’ll just say that we love number 4!

VP of Global Services at Percolate, Arjun Devgan finds that despite the growing popularity of Customer Success, it’s still often completely misunderstood. He dissects the problem in “The Customer Success Identity Crisis“.

Patrick Haughey of Voxpro chats with Amanda Whyte, Senior Manager of Agency Partner and Customer Success at HubSpot, about their maniacal customer-first approach and hiring for her team in this podcast.

Mark Evans of ME Consulting hopes to convey the benefits of marketing to your customers and not just your prospects in “Post-Purchase Marketing: Building Your Customer Experience Arsenal“.

The latest Forrester’s CX Cast covers the benefits and pitfalls of personalization programs in “Pivot to Person-First Personalization” [Podcast]. Say that 10 times fast!

Ross Fulton of Valuize Consulting offers his tips to get you to the Holy Grail of retention in “5 Keys to Unlocking Negative Churn in B2B SaaS“.