Customer Success Roundup: 3rd 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.

Promoter.io Founder, Chad Keck explores applications of NPS that go beyond the obvious in “How Tekspace Has Overcome Passive Customer Perception with NPS”.

Co-Founder of Mailshake, Sujan Patel lists Customer Success among the many reasons “Why You Should Be Friends with Your Competition”.

Charles Trevail of C Space interviews Jamie Perry, VP of Marketing at JetBlue, to uncover just how they have cultivated their world-class Customer Experience in “JetBlue: Inspiring Humanity in Travel” [Podcast].

Video support and a customer-facing Slack channel are just some of the ways Wistia are bringing a human touch back into Customer Support. Their Co-Founder and CEO, Chris Savage, shares their approach in “Using Video for Personalized, Proactive Support”.

Myk Pono of Aptrinsic presents a crystal-clear explanation of some commonly misused Customer Experience buzzwords in “Understanding Customer Experience in SaaS”.

Are you sure those business problems you’re describing aren’t actually customer characteristics? Customer Success consultant Lincoln Murphy discusses in “Those Aren’t Problems. Those Are Customers!”.

Over on the Help Scout blog, Chris Bowler of Wildbit recognizes the blurred lines between customer-facing teams and talks about “How SaaS Companies Can Structure Customer Facing Teams for Support and Success”.

Brian Gladu of ActiveCampaign aims to get you started with list segmentation to better address the needs of your customers in “9 Ways You Should be Segmenting Your Leads and Customers”.

Just in case you missed it…Akita’s own Sandra Pender created a Halloween trick/treat for all the CSMs out there with this movie poster (or screensaver should you want to be frightened daily).