The CSJ: Customer Success Isn't Optional
Read the CUSTOMER SUCCESS JOURNAL to get the Customer Success news you need to read from the US and around the world.
Your source for curated Customer Success news, tools, and more. Brought to you by SuccessHacker
Dan Gamito of Glide Consulting speaks about his initial challenges of creating a customer success strategy and how doubling down on CS allowed them to go from $1,300 in MRR to $150,000 in MRR
Jonathan Dalton of Thrive goes through 10 steps to successfully map your Customer's Journey and to fully understand the customer experience from their perspective.
KPIs & Metrics
Gert Van Dessel of CheckMarket outlines and compares CSAT, Customer Effort Score (CES), and Net Promoter Score (NPS).
John Rode of Ptero talks about 5 product areas you can improve to help reduce that nasty churn.
Easily record, replay, search, and analyze each user's actual experience with your website. A great way to pinpoint Customer Journey points, or identify an issue.
May 10-12 2016
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What We're Reading
Written by Guy Nirpaz of Totango Farm Don't Hunt breaks down the intellectual underpinnings of Customer Success as a theory and quickly moves to providing pragmatic, actionable advice for orienting your business around this new model.
Lovingly curated by Alex Bakula-Davis. For much, much more on Customer Success, visit SuccessHacker!