Customer Success Roundup: 16th October 2015

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.

Techcrunch contributer Parsa Saljoughian provides a comprehensive list of metrics every subscription-based business should be tracking in “Easily Measure The Profitability Of Your Consumer Subscription Business”.

First Round Review interviews Christa Collins, former Squarespace and current ShopKeep VP of Customer Care who “shares her sage advice on assembling a great customer care team, best practices for keeping customers happy and measuring performance” in “Lessons from the Woman Who Built Squarespace’s Customer Care Team from 1 to 184”.

Vala Afshar of Salesforce discusses the illusion of controlling the customer experience and stresses the need for continuous improvements to keep customers from churning in “50 Important Customer Experience Stats for Business Leaders”.

Harvard Business Review advises that churn prevention marketing be finely-targeted or it may end up backfiring in “The Wrong Way to Reduce Churn”.

Nick Franklin of ChartMogul compiles common Customer Success terms, formulas and tips into one handy guide in “The Ultimate Customer Success Cheat Sheet”.
 
Miko Levy of Outbrain talks about the critical role content plays in customer retention and reveals some of his own content-based tactics in “5 Ways Content Underpins Outbrain’s Customer Retention Strategy”.

Edward Chiu of DigitalOcean shares how they worked to become a customer-first company and provides a behind-the-scenes look at tools and practices in “How To Build and Scale a Customer Success Team from Scratch”.