Customer Success Roundup: 1st April 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.

CEO of Host Analytics, Dave Kellogg, looks into calculating the Customer Acquisition Cost payback period in “CAC Payback Period: The Most Misunderstood SaaS Metric”.

Shanelle Mullin of ConversionXL evaluates some potential ways to successfully on-board new customers in her article, “6 User Onboarding Flow Examples (With Critiques)”.

Matthew Klassen of Gainsight wonders which metrics should be used to track the performance of a Customer Success Manager in “When do you fire a CSM?”.

Cisco’s Senior Director of Global Customer Success, Edmund Daly, details “5 Tips for Creating a Culture of Customer Success within Your Sales Organization”.

In his article, “Using Marketing Automation Throughout The Customer Lifecycle”, Pardot’s director of customer Success, Adam Waid outlines how companies are focusing too much on customer acquisition at the expense of retention.
 
Melissa Hopkins of Aha! outlines how consistency can breed success in “5 Daily Habits of Happy SaaS Customer Success Teams”.

Sam Feil of ClientSuccess draws on his own experience as a CSM in “My Purpose as a Customer Success Manager”.

Entrepreneur Burke Alder advises on how to build your first Customer Success team in “Your Starting Lineup: Four Personalities of Great Customer Success Managers”.