Customer Success Roundup: 30th March 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.

VP of Customer Success at HubSpot, Eva Klein met with Adrian Swinscoe for “An Honest and Open Discussion about How and Why We Evolved Our Approach to Customer Success” [Podcast].

The team at Appcues launched their outstanding 50-page PDF “The Customer-Driven Handbook” on Product Hunt this week.

Robbie Mitchell of frame .ai advocates for “meeting customers where they are” and publishes “A Playbook for Working with B2B Customers in Slack“.

Writing for the OpenView blog, Brooke Goodbary aims to help companies get their Customer Success team off the ground in “When and How to Make Your First Customer Success Hire“.

Romain Goday of Hubspot provides an insight-rich summary of a recent Customer Success Meetup in Dublin featuring talks by the pros at Hubspot, Slack, AdRoll, and LinkedIn in his “Dublin Customer Success Meetup March 2018 – The Recap“.

Kaan Ersun of Solvvy discusses the problem of churn in SaaS and argues “Why Self-Service Is the Future of Customer Support“.

Shaun Juncal at ProductPlan explains why product managers should be scheduling a bit of face time with their company’s Head of Customer Success in “Product Managers: Why Your Next Coffee Date Should Be with Your Director of Customer Success“.

Elisha Zhang of Wootric is back with part 2 of her 3-part CSM tips and tools series — “Communicating with Customers“. Part 1 is here in case you missed it.

Over on the Mindtouch blog, Wilbur Han of Framed Data shares “The Key Components of a Powerful Customer Success Strategy“.