Customer Success Roundup: 18th November 2016

Akita's Customer Success Roundup is a list of hand-picked resources from around the web. We've enjoyed reading them and we hope you do too.

Nickelled provides a primer on Onboarding Software — including their thoughts on pricing, features, and when it makes sense to buy Onboarding Software rather than “roll your own” — in their “User Onboarding Software Buyer's Guide”.

Nick Peasant, Head of Design at Old St Labs, discusses the importance of talking directly to your engaged customers if you want to turn a good product into a great one in “Finding Your Product Advocate”.

Is Email still King? Maybe not! Kissmetrics urges you to experiment with four other channels you can use to nurture customer relations in “Beyond Email: How to Automatically Nurture Customers with Different Channels”.

Erik Devaney of Drift has boiled down all the popular KPIs to reveal “The 3 Customer Success Metrics You Should Be Measuring”, providing common targets for each to get you started.

If Jaco's “8 Ways to Reduce Churn in Your SaaS Product” are not enough, we're sure you'll find some more great tips in this week's Business Systems Explored podcast — “How to Reduce Churn and Save Your Doomed SaaS Product” — brought to you by Process Street.

In a piece on the Salesforce Blog, Kevin Micalizzi has collected all of the customer centric talks given at this year's Salesforce Sales Summit in “Your Customers Need You Now More Than Ever” [Links to Recorded Talks Included].

Tomasz Tunguz, Venture Capitalist at Redpoint, shares a “remarkable” experience he had when he received a call from American Express recently in “The Customer Support Experience Of The Future”.