Customer Success Roundup: 26th August 2016

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.

Wharton marketing professor (and inventor of the “Customer Lifetime Value” metric) Peter Fader, joins Zodiac CEO Artem Mariychin to discuss “How to Find Your Most Valuable Customers” using CLV.

Jordan Wan, Founder and CEO of CloserIQ, provides a six-step process for identifying and reducing churn in “Improving Your Churn Rate: A Step-by-Step Guide for Startups”.

In a post on the Kissmetric blog, Shayla Price explains “Why Churn Isn’t Always a Bad Thing” and when it is acceptable for your company.

Greg from Retently explains “How to Turn a High NPS into Reviews, Recommendations and Referrals”. (Also check out Rentently’s five leading reasons for churn in this slideshow).

Customer Success is not just for SaaS businesses. eCommerce companies could learn a thing or two from Nandini Rathi, CMO of Betaout, in “All Business is Personal — Especially in Ecommerce”.

Francoise Tourniaire explains why and how you should segment your customer base (especially when resources are scarce) in “Segmenting Customers for Success”.

In a guest post on the Sales Hacker blog, Lincoln Murphy lists several reasons why the “wrong” customers can be toxic for your company in “The Acute Pain of Closing Bad-fit Customers”.

Pulkit Agrawal, CEO of Chameleon, provides some great insights about building a great onboarding experience in “5 Key Lessons for Successful User Onboarding” on the InVision blog.