Customer Success Roundup: 6th October 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.

If you haven’t heard of the Customer Maturity Index (CMI) yet, let Tom Maxwell of Practice Ignition fill you in with his post “Unearthing the Power of the Customer Maturity Index”.

Michael Redbord of Hubspot outlines a Customer Success strategy that scales with you in “The SaaS Founder’s Playbook for Customer Success”.

Charmaine Abalajon, Product Manager at Hubba, urges her fellow PMs to put the customer front and center on a daily basis in “Avoid Easy Mistakes: Talk (& Listen) to Your Users”.

ChartMogul’s Ed Shelley explains why you have to prioritize documentation and knowledge building to retain customers in “Documentation: The Under-Appreciated Hero of SaaS”.

Kristen Hayer, CEO of The Success League, discusses how to approach Customer Success Compensation in her two articles on the subject — “5 Key Decisions” and “Excellent Execution”.

Writing on the Appirio blog, Jiordan Castle explores “How to Build Effective Customer Insights”.

The WalkMe Team walks (eh-hem) you through some common pitfalls that may be contributing to churn in “Avoid These 5 Mistakes to Improve Customer Retention”.

CleverTap interviews Nir Eyal, author of the book “Hooked: How to Build Habit-Forming Products”, about “The Core Tenets of User Retention”.

The team at Aptrinsic have just released an e-book titled “Mastering Product Experience (in SaaS)”.