Customer Success Roundup for the 26th July 2019

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.

SaaStr‘s Faith Storey shares the SaaStr Europa 2019 talk given by Roger Scott, New Relic‘s Chief Customer Officer — “7 Tips and Tricks to Having Happy Customers at Scale” [Video + Transcript].

Head of Customer Engagement at Typeform, Angela Guedes shares “3 Ways Customer Success Can Influence Product Roadmaps“.

Senior Vice-President of Client Services at Talkdesk, Gillian Heltai walks you through “How to Build a CSM Team That Generates 130% Net Retention” [Video + Transcript].

The team at CloudApp publish two great CS-related articles this week — “The Principles of Customer Success and Why They are Important” and “A Handy Guide to Understanding Customer Success Strategies“.

Writing for The Success League, Andreas Knoefel provides tips on conducting an Executive Business Review in “A Tale of Two EBRs“.

Senior Product Education Producers at Intercom, Jack Jenkins and Liam Keegan co-author a very helpful guide to building and maintaining a great knowledge base — “Keep It Fresh: Managing a Knowledge Base That Retains Users“.

Head of Customer Success at Piwik PRO, Alicja Heyduk shares some learning from her last Customer Success Cafe meeting in “How to Become Customer-Centric“.