Customer Success Roundup: 20th October 2017

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.

Olga Kolodynska of LiveChat discusses the challenges of managing the customer experience and encourages developing a formal strategy in “Customer Experience Management: What Is It All About”.

Customer Success consultant, Brooke Goodbary provides some example stats which can be shared across teams to encourage collaboration in “Where Customer Support and Customer Success Goals Overlap”.

Emily Bonnie of Clevertap does a deep dive on how to reduce churn with the help of cohort analysis and a solid retention strategy in “The Mobile Marketer’s Guide to Mastering User Retention”.

After conducting a survey of 1000 customer-facing employees across five U.S. industries, Beth Benjamin and Emma Sopadjieva of Medallia advise employers to “Engage Your Front Line to Increase Your Bottom Line”.

Customer feedback is an essential component of Customer Success but creating surveys (and indeed completing them) isn’t always easy. The team at Typeform details “How to Choose the Right Survey Questions”.

Product designer and UX researcher, Tiffany Wang delves into customer journey mapping by studying example maps in “Journey Mapping Is Key to Gaining Empathy”.

Nick Francis, Co-Founder and CEO of Help Scout, likes his support team to have 20-40% of their time free from the support ticket queue so they can work on improving other areas of the business because “Being a Customer-Centric Company Is about Action, Not Buzzwords”.

Director of Customer Support and Success at Intercom, Jeff Gardner employs Maslow’s Hierarchy of Needs to interpret the objectives of Customer Success teams in “What’s Your Hierarchy of Customer Success?”. Intercom has also just released a new e-book “Intercom on Customer Engagement”.