Customer Success Roundup for the 30th November 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.

Jay Acunzo hosts a special series of Drift’s Seeking Wisdom podcast called #Exceptions, and this week he examines the company Lessonly, specifically looking at how their values affect the customer experience and discussing their empathy-driven user conference Yellowship — “The Most Crucial Leadership Principle Most B2B Brands Miss” [Podcast].

Head of Product at MarketGoo, David Roch reveals how they began “Reducing Churn with a Single Email“.

The team at Appcues provides you with plenty of onboarding ideas and best practices this week with “7 Reasons Even Great UX Needs User Onboarding” and “The Power of Discovery: How to Use Self-Directed Learning in User Onboarding“.

David Peralta of Hotjar dissects the numbers behind a recent survey of 2,000 Customer Experience professionals to uncover best practices — “How to Improve Customer Experience: 2019 Trends, Strategy, & Examples“.

Kelsey Glass of UserIQ compiles her “Top B2B Customer Success and Customer Experience Events of 2019“.

Ellie Wu, Senior Director of Customer Success at SAP Concur, joins Bill Cushard on his show, Helping Sells Radio, to discuss hiring for Customer Success and the importance of mentorship in building strong CS leadership in “The Antidote to Arguing over Customer Ownership Is Owning Moments” [Podcast].

Bowery Capital presents the “Two Customer Success Metrics That Matter“.

Customer Growth and Retention Strategist, Greg Daines hopes to shake CSMs out of reactive mode and into predictive mode with his LinkedIn article “The Cardinal Sin of Customer Success Is Not Churn. It’s Unexpected Churn!“.

Liz Cain of OpenView Venture Partners offers some tips to help with your product adoption strategy as she explores “What B2B Can Learn from Gaming“.

Kate O’Keeffe, Founder of Cisco’s Hyper Innovation Living Labs (CHILL), encourages readers to re-evaluate who their customer is when they talk about being customer focused in “How to Turn Customer Obsession into Customer Success“.

Richard Felix of Stunning shares tips and tricks as he walks you through “The Do’s and Don’ts of SaaS Customer Onboarding“.

Alan Armstrong of Eigenworks shares his takeaways from the recent Pulse Europe conference and publishes slides from his talk on the Customer Success model he’s developed in “Companies Getting Creative for Customer Success: Highlights from Pulse Europe“.

Jedda Cain of LiveChat outlines the “7 Signs Your Digital CX Strategy is About to Backfire“.

Charles Trevail of C Space asks “Why do organizations still spend so little time with their customers?” and his guest, Columbia Business School Professor Rita Gunther McGrath, is more than happy to weigh in — “Rita Gunther McGrath: What’s Next for Strategy?” [Podcast].