The CSJ: Customer Success Isn't Optional
May 3 2016
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!