Customer Success Roundup for the 12th October 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.

Patrick Campbell, Founder & CEO of ProfitWell, examines the data from nearly 5,000 companies and determines that “Customer Success Reduces Churn, Improves Retention, and Increases Expansion Revenue“.

Writing for the Harvard Business Review, Denise Lee Yohn looks to the leaders in customer centricity to support her suggested “6 Ways to Build a Customer-Centric Culture“.

Mary Cleary of frame.ai shares her 3 takeaways from a recent CS meetup in NYC, highlighting the frustration some CSMs feel towards NPS in “Data-Driven Customer Success: A Recap“.

Founder of JotForm, Aytekin Tank outlines why listening to your customers is vital to the success and longevity of your business, providing 5 sample questions to ask them in “How Listening to Our 4.1 Million Users Inspired a New Product Idea“.

David Peralta of Hotjar reflects on his recent chat with Drift’s David Cancel and describes “The Exact Customer-Driven Methodology Drift Used to Grow from 0 to 70k Customers in 4 Years“.

As VP of Customer Success (APAC) at Partnerize, Alix Simpson is well equipped to tell you “How to Get More Value From Your Customer Success Lead“.

Faith Storey of SaaStr publishes a talk given by Tom Hale, President of SurveyMonkey, at SaaStr Annual 2018 where he shares how he’s used NPS to grow his company “The Secret to Keeping Customers Happy for 20 Years – Lesson from President at SurveyMonkey” [Video + Transcript].

Inc. contributor Wanda Thibodeaux looks at going beyond the data when analysing customer behaviour in “How This Company Used Anthropology to Understand Its Customers“.

Writing for The Success League, VP of Customer Success for Medrio, Lauren Costella details her approach to training new CS recruits in “The Importance of Internal Onboarding“.

SaaStr’s Jason Lemkin answers the question “What Do You Think About Designing Compensation Plans/OTE for a Customer Success Team for an Early Stage Startup ($1M-$2M ARR)?“.