Customer Success Roundup: 7th April 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.

Skilljar’s Linda Schwaber-Cohen discusses the importance of focusing on Customer Success from Day 1 in “4 Onboarding Mistakes & How to Avoid Them”.

Some practical guidance from Sam Thomas Davies of Sleeknote in his piece, “7 Actionable Ways to Reduce Churn and Increase Customer Loyalty”.

[PODCAST] Aly Mahon of Receptive talks to Hotjar’s Christian Nussbaumer about how he delivers Customer Success to 200k customers in “How Hotjar Manages Customer Success with Christian Nussbaumer”.

According to Joseph Palumbo of Media Temple, Customer Success is all about “asking the right questions, doing a lot of listening and documenting the right information”. He discusses in his post, “The Currency of Communication”.

Co-Founder of Blank Label, Danny Wong, looks at how salespeople should be thinking about Customer Success in his Entrepreneur post, “Balance Your Sales Quotas with Serving Your Customers: 6 Ways How”.

Glide Consulting’s Nils Vinje looks at how to manage your customer’s journey in “The 9 Components of the SaaS Customer Lifecycle”.

Scott Massey, Customer Success Consultant with Astrocolossal Consulting, looks at recruiting in Customer Success and asks whether we should be hiring ‘Controllers’ or ‘Empathisers’ in “Running the Customer Success Bar”.