Customer Success Roundup: 30th September 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.

The latest post from Co-Founder of MergeLane, Elizabeth Kraus, focuses on the metrics that are the most critical for startups, including Churn Rate, Customer Acquisition Cost (CAC) and Customer Lifetime Value (CLV) — “The Startup Metrics Cheat Sheet: How to Calculate What You Are Expected to Know”.

Ty Magnin, Appcue's director of marketing, compiles an expert guide to customer retention best practices, providing 30+ links to original articles written on the topic in “A Guide to Proven Customer Retention Strategies”.

Annie Musgrove of ChartMogul dives into calculating churn (in its many forms) on the SaaScribe blog in “The Most Insightful Ways to Analyse Churn”.

Director of Product Marketing at thinkific, Tia Fomenoff writes about how to keep your Customer Success Team running like a well oiled machine in “How to Rock Communication with Your Customer Success Team”.

Moz's CFO Glenn Wisegarver outlines some tools and tactics he's found invaluable for avoiding involuntary churn in the Forbes article “Six Practical Methods to Reduce Involuntary Churn for SaaS Businesses”.

Joelle Goldman of Churnbuster shares her advice for recovering customers when subscription payments fail in “11 SaaS Retention Techniques Nobody Is Talking About”.