Customer Success Roundup: December 18th, 2015

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.

Kate Harvey of Chargify summarizes key customer success concepts, terms, and metrics and asks "what's next?" in “SaaS Customer Success: The Secret to Reducing Churn and Increasing MRR”.

Rob Walling, founder of Drip, talks to Rocketship.fm about how he looked to customer success to grow his startup with loyal and engaged users in “Prioritizing Customer Success/Onboarding as a Growth Strategy” (Podcast).

Nichole Elizabeth DeMeré of Inturact guides us through onboarding customers with a goal to engage, educate, and retain them in “How Simplifying Your Onboarding Process Helps with Customer Retention”.

Patricio Robles of Econsultancy discusses the merits of Google's new ad offerings, which aim to deliver more engaged app users by providing rich pre-install app insights in “Can Google's New Interactive Ads Reduce App Install Costs & Churn?”.

Tara Thomas of Nudgespot provides some interesting tips on interacting with your customer at exactly the right time in “50 Ways to Win at Customer Success with In-App Messaging”.

Vikram Kanakaraju of Zoho explains the compounding nature of churn, what this means for your bottom line, and provides 5 tips for combating churn in “How Churn Can Plateau the Growth of Your Subscription Business”.

Employee Scheduling Pro contributor, Brian Peters, lists some of the ways you can begin to improve your customer retention rates, including looking after your employees, in “7 Ways Small Businesses Can Boost Customer Retention”.

Dana Severson of Promoter.io outlines how he leverages NPS scores to predict if and when a customer is going to churn in “Predict Churn like a Psychic in 3 Steps”.