Customer Success Roundup: 5th 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.

In this video, taken from the 2016 Pulse Conference, Saastr’s Jason M. Lemkin leads a discussion on “How to Think About Scaling Your Customer Success Team”.

We love this one! Customer Success evangelist, Nichole Elizabeth DeMeré, describes how the innovative but simple addition of video to the communication mix can boost Customer Success results in “Words Are Awkward — Respond Faster, Visually, Without Typing a Word of Text”.

Loren Vittetoe, VC at Bowery Capital, interviews Annette Promes, head of Customer Success at search analytics firm Moz about how she runs her business in “6 Tips For Reducing Customer Churn from Moz”.

From data analytics firm Silota comes this blogpost about how SaaS firms need to place more emphasis on upselling in “SaaS Companies: Ignore Upsell and Expansion Revenue at Your Own Peril”.

Following on from the previous article, Redpoint VC Tomasz Tunguz discusses who at a SaaS firm should have the responsibility for upselling in “Building A Performant Customer Success Organization” (2014).

Alex Theuma, SaaScribe founder and organiser of upcoming conference SaaStock, gives his thoughts on Lincoln Murphy’s Customer Success growth model in “How Your SaaS Business Can Drive Growth through Customer Success”.

Microsoft and market intelligence firm IDC have collaborated to produce a Customer Success e-book entitled “Deliver Customer Lifetime Value” (PDF).