Customer Success Roundup: 17th November 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.

Founder of Crashlytics, Wayne Chang believes in spending more time and resources on building a killer onboarding experience than on the core product itself. He explains this view in “The Quintessential Guide for Building an Unforgettable First-Time User Experience”.

VP of Customer Success at HubSpot, Eva Klein challenges us all to examine just how customer-focused we REALLY are in “Stop Using Your Customer Team as a Band-Aid for Bad Behavior”.

David Pakman, VC at Venrock, details key lessons learned (while working with companies like eMusic and Dollar Shave Club) in “Churn Is the Single Metric That Determines the Success of Your Subscription Service”.

Todd Martin describes his experience growing Lever’s Customer Team from 6 to over 20 in “Meet Lever’s SVP of Customer Success, Todd Martin”.

MIT Sloan Senior Lecturer, David Robertson met with Charles Trevail of C Space to talk about the importance of keeping your customers and your brand at the center of all innovation in “Lego and Gatorade: Innovation As ‘Dating’ Your Customers, Not Fighting Competitors” [Podcast].

Senior Customer Success Manager at LinkedIn, Bradley Lawrence employs a 2X2 quadrants method for “Prioritizing Customer Success”.

Sea Level Marketing Consultancy details “Why You Need a Brand Ambassador Program”.

Ashley Carroll, Partner at Social Capital, chats with Alex Theuma of SaaStock to explain “Why Product User Engagement Is the Most Important Metric for a SaaS Company” [Podcast].

Thomas Olszewski of Frontline Ventures analyses retention rates (among other metrics) in their huge study of publicly-traded B2B SaaS companies — “Best in Class: Lessons from Publicly Traded Enterprise SaaS Companies”.