Customer Success Roundup for the 27th November 2020

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.

CSM Practice’s Irit Eizips outlines the “CSM Team Performance Metrics That Matter“.

Over on the Help Scout blog, Sarah Chambers details “How to Improve Customer Loyalty With Customer Effort Score“.

SaaStr’s Jason Lemkin asks (and answers) — “What’s a Good Net Retention Rate in SaaS?“.

CoLo Consulting’s Tracy Brinkerhoff shares some “Best Practices for Customer Success in 2021“.

Stunning’s Richard Felix lists “7 Easy Ways to Upgrade Your Customer Experience and Reduce Churn“.

Writing for Baremetrics, Brent Barnhart looks at “Customer Churn: How to Calculate & Reduce It“.