Customer Success Roundup: 28th July 2017

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.

“You don’t have to perform QBRs for every customer, just the ones you really want to keep” says Nils Vinje of Glide Consulting. He shares some practical advice on how to structure successful quarterly business reviews in this week’s blog post “Anatomy of a Customer Success Quarterly Business Review”.

Writing for the Appcues blog, Nichole Elizabeth DeMeré walks readers through creating an onboarding experience with Customer Success baked in — “How to Create Customer-Centric (Not Product-Centric) User Onboarding Flows”.

Customer Success consultant Lincoln Murphy has a Customer Success roundup of his own this week. He shares his list of 19 Customer Success platforms (along with some other related tools) in “Lincoln Murphy’s Customer Success Management Software List” [Google Doc].

Nicereply lays out a step-by-step approach for reducing customer churn with real world examples in “Guide to Keeping Your Customers: 24 Customer Retention Strategies”.

Co-Founder of PlainFlow, Leonardo Federico discusses the importance of having a shared list of definitions for commonly used SaaS terms and provides some examples to get you started in “Data Dictionary: How to Build One for Your SaaS Business”.

Yohann Kunders from Chargebee provides a primer on improving your retention rate from within the billing department in “Failed Payments and Involuntary Churn – the Definitive Guide”.

Brooke Goodbary, formerly of Intercom, presents her tried and tested suite of Customer Success software in “Tools to Level up Your Customer Success Team”.