Customer Success Roundup: 2nd February 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.

James Scott of SuccessHacker presents “The Ultimate Guide to Customer Success Books“.

Christine Crandell of New Business Strategies covers how to assess the performance of your Customer Success Managers and what is the ideal customer-to-CSM ratio in “10 Ways to Stop B2B Churn“.

Founder and CEO of ServiceDock, Oisin Ryan highlights the shortcomings of customer satisfaction metrics such as the Net Promoter Score and suggests a better way in “Emotions: The Key to Increasing NPS in Brick-and-Mortar Businesses“.

Adam Risman of Intercom announces the latest in a series of fantastic resources from the company – “Our Second Audiobook: Intercom on Customer Engagement“.

VP of Global Renewals and EMEA Customer Success at Box, Daniel Farkas aims to answer the question: “What’s All the Fuss About the Customer Success Profession?“.

Writing for LinkTexting, Taru Bhargava goes in-depth to demonstrate “Why Customer Feedback Is Your Secret Weapon To Scale Your Product“.

Cisco’s Scott Brown and TSIA’s Phil Nanus discuss the findings of a recent TSIA survey in “Customer Success at a Tipping Point: 4 Practical Tips for Getting Started Now“.

CEO of Metro Bank, Craig Donaldson met with Charles Trevail of C Space for their Customer-Centricity series to share “8 Lessons on Creating a Company That Customers Love” [Podcast].

Writing for Smashing Magazine, front-end web developer Christine Logan has tips for improving an often neglected part of the customer journey in “Offboarding In The Online World“.