Customer Success Roundup: 10th August 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.

The team at Freshchat interview David Apple of Typeform and find out: why he no longer owns the net renewals metric, how Typeform personalizes customer engagement, and the questions he asks in CS interviews. This and more in “Customer Success, Sales, and SURF at Typeform” [Podcast].

Lauren Enea, Relationship Manager at Intercom, publishes a guide on how to “Build Customer Relationships at Scale with Personalized Videos“.

In the latest a16z podcast, Andrew Chen, Jeff Jordan, and Sonal Chokshi offer up some great tips for improving customer retention, including building an “engagement map” for your customer base—”The Basics of Growth — Engagement & Retention” [Podcast].

Writing for the OpenView blog, Ty Magnin of Appcues declares that onboarding should be continuous and requires at least 5% of your product resources indefinitely in “How to Align Your Team for Maximum User Onboarding Success“.

For something a little different (if you don’t mind a bit of cursing), Claire Suellentrop of Userlist drinks with Nadya Khoja in her hotel room in Las Vegas as part of Nadya’s Drunk Entrepreneurs series—’Episode 3: “Onboarding Is Sexy” with Claire Suellentrop and a Bottle of Bourbon‘ [Video].

Co-founder of CX Speakers, Don Peppers looks to the stock market to explain “What Is Customer Lifetime Value?“.

If your CSMs all work remotely, you might find this next resource useful. Fio Dossetto of Hotjar presents “The 3-Column Retrospective Template We Use to Run Remote Retros in Under 1 Hour“.

Nils Vinje of Glide Consulting offers his tips on “How to Boost the Morale of Your Customer Success Team“.

“Establish common goals early” and “know where potential roadblocks are in the customer journey” are just some of the tips Jennifer Hubauer of Userlane outlines in her “5 Innovative Ideas to Boost Customer Retention and SaaS Renewals“.

CEO of The Success League, Kristen Hayer details her “Goals for Success Teams Without Revenue Responsibility“.

Co-founder of ADE Digital Samson Aligba provides a primer on marketing automation including a sample workflow for engaging your users in “Product Marketing Simplicity: A Quick Introduction to Marketing Automation“.

Customer Success Consultant, Lincoln Murphy advises against assigning a quota to expansions in “Customer Growth: The Difference Between Sales and Expansion“.

If you are having problems getting buy-in on your Customer Success efforts, Sarah Frazier of CustomerGauge might be able to help with her post—”How to Prove the ROI of Customer Success—Scare Them with Numbers“.