Customer Success Roundup: 6th April 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.

Founder of Baremetrics, Josh Pigford details his method for discovering and profiling the ideal customer to reduce churn in “How to Identify Your Perfect Customer“.

Co-founder of LawnStarter, Ryan Farley presents case studies from his attempt to uncover “How to Upsell Your Customers without Annoying Them“.

Calendly shares their Customer Success team motto of “presuming positive intention” and discusses “Making the Dream Work with Cross-Department Alignment“.

Patrick Campbell of ProfitWell examines a presentation by the founder of Appcues, Jonathan Kim, as he delves into “How Appcue’s Jonathan Kim Boosts Retention” [Warning — auto-playing video].

Leslie Ye of HubSpot provides a rundown of “The Top 25 Customer Success Conferences to Attend in 2018“.

Patrick Haughey of Voxpro chats with Morgan Wood of GoFundMe about their approach to customer satisfaction — “GoFundMe – Morgan Wood, Head of Customer Happiness” [Podcast].

Elyse Simek of Userlane addresses a common problem faced by CSMs in “Customer Success Managers: Managing Unrealistic Expectations“.

VP of Customer Success at Medrio, Lauren Costella reflects on a challenging 12 months in “Not Easy, but Bringing the Thunder: 3 Takeaways from a First Year VP of CS“.

Hotjar launched their new podcast series The Humans Strike Back this week. In episode one, Rand Fishkin reveals his hands-on approach to getting customer feedback — “Rand Fishkin on User Research, Quick Wins & Why Money Comes from Helping People“.

Richard Felix of Stunning sees a link between customer delight, loyalty, and word-of-mouth referrals and offers some tips for “Using Surprise to Delight Your SaaS Customers“.