Customer Success Roundup: 13th 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.

Director of Customer Success at Nulogy, Maheen Memon describes the preparation required and challenges faced when shopping for Customer Success software, asking the pertinent question — “Are You Ready to Invest in a Customer Success Tool?” [Part 1 of 2].

Jeff Davidson explores the concept of the peak-end rule and makes the argument as to why you should “Forget UX“.

Agi Marx of Thematic aims to help Customer Success Managers get a good night’s sleep with her “Top 5 Tips to Prevent Customer Churn from Keeping You up at Night“.

According to Salesforce, companies aren’t as far down the customer-centricity road as you might think or hope. They share findings from a recent survey in “The Reality of Customer Experience: Overpromised and Underdelivered“.

Ditch the vanity metrics and start tracking Zendesk’s “10 Customer Experience KPIs“.

13% of monthly recurring transactions fail, causing payment delays or worse – lost revenue and churn. VentureBeat recaps a recent VB Live webinar with Emma Clark and Devin Brady of Recurly in which they discuss “Passive Subscriber Churn — and How to Mitigate It“.

CEO of UserIQ, Rachel Orston summarizes her recent presentation given at SaaStr Annual 2018 covering “What Every SaaS Business Needs to Know About User Adoption“.

The team at Nickelled provide some helpful do’s and don’t for conversing with your customers in “Language Matters: Words That Make Angry Customers Love You“.

Jana Barrett of GetFeedback walks through how to determine your Customer Satisfaction (CSAT) Score in “Save Time Measuring Customer Satisfaction“.