Customer Success Roundup: 17th March 2017

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.

Nils Vinje of Glide Consulting deals with the tricky topic of “Moving Grandfathered Customers to Paid Plans”.

Michael Allenson, principal CX Transformation Consultant with MaritzCX, thinks we are missing the point when arguing about which Customer Success metrics to use in, “Arguing about NPS Is a Waste of Time”.

In order to prove you’re listening to your customers, you have to show them that their voice matters. Jana Barrett, Content Marketing Manager at GetFeedback, discusses the importance of acting on voice-of-customer feedback in, “Listen Up: How Companies Can Tune in with Customer Surveys”.

“Customer success is a self-fulfilling circle of goodness because as our customers are more successful, we are also more successful” says Matthew Feierstein, President at billing software vendor Paysimple, in his post, “The Business Value of Customer Success”.

Sandra Fornasier, Global Director of Customer Experience at Ciena, reveals “The Secret Sauce to Delivering Exceptional Customer Experiences”.