Customer Success Roundup: 8th September 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.

A deep understanding of your customer is essential to Customer Success management. Jacob Pitcher of HeyOrca discusses this in “Scaling Empathy: Delivering Amazing Customer Experiences to a Growing Customer Base”.

This post from Sean McPheat, Managing Director of MTD Sales Training, applies as much to Customer Success as it does to sales — “28 Questions Salespeople Must Ask in an Account Review Meeting”.

SaaStr‘s Jason M. Lemkin argues that can almost entirely avoid churn in “Big Companies Don’t Churn. They Quit You.”.

Don Peppers of PayActivist wonders why so few companies are making strides in CX in “Everyone’s Talking About the Customer Experience. So Why Aren’t More Companies Acting on It?”.

Customer Success consultant Lincoln Murphy explains “How to Define Roles in Customer Success Management”.

ProfitWell‘s Patrick Campbell recounts “Lessons from Recovering $4.9M in MRR”.

Keith Chandler, VP of Promotional Products at Cartamundi USA, explores “The Economics and Exponential Effects of Customer Churn”.