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 the best in Customer Success news, tools, and more. Brought to you with ❤️ by the Team at SuccessHacker.
Trending on OUTCOMES: The SuccessHacker Customer Success Community
What aspect of your Customer Success program are you working on?
Find out where your CS peers are focusing their attention.
Personal Service at Scale - The Secrets of Ari Klein, Head of Customer Success at DocSend
Ideas, advice, tactics and strategic wisdom from Ari Klein of DocSend, a customer success rockstar that has delighted customers and driven growth at multiple SaaS companies.
KPIs & Metrics
The most important metric for Customer Success
There's an attention grabber. Guy Nirpaz of Totango gives his opinion on why DAU (Daily Active Users) is the most important Customer Success metric.
You Can't Always Say 'Yes'
Customers can't always get what they want, but that doesn't mean you can't soften the no. Emily Triplett Lentz of Help Scout has 7 ways the pros let customers down gently.
The ROI of Investing in Your Customers
A panel recap from Opentalk 2016 featuring Nick Mehta of Gainsight and Tien Tzuo of Zuora as they answer questions about the ROI of Customer Success.
Recurly provides enterprise-class subscription management for thousands of businesses worldwide.
London Customer Success Meetup
Wed Jul 6, 6:00pm - 8:45pm BSTThe theme for the main session is 'the customer success lifecycle'. The plan is for 4 customer success folks to give a 10 minute presentation on their customer success lifecycle.
What We're Reading
Built to Serve: Your Customer Success Playbook
Nils Vinje and Alex McClafferty of Glide Consulting published a 23,000 word guide to help you build, run, and scale a world-class Customer Success team. Give it a read.
Lovingly curated by Alex Bakula-Davis. For much, much more on Customer Success, visit SuccessHacker and check-out our nifty new look!