You've gathered customer feedback both good and bad, but what do you do with it? How do you look for trends and pull out actionable advice? Miron Abramson of the Customer Success Center has a list of ways to use both types of responses so you gain the most value.
Often it's the daily strategy and tactics of Customer Success that is the focal point of any department. However, hiring is often the most important piece of the puzzle. Hire poor performers and your strategies and tactics lose their impact. Hire A players and they will supercharge your team. Kate Harvey of Chargify (via Amity) has the traits you should target when interviewing.
Eric Devaney of Drift goes deep on Churn, Expansion Revenue, and Customer Satisfaction, including formulas and benchmarks to boot.
This Week's Opportunity To Be Like a VC: Always wanted to invest in the next Uber? Indiegogo just launched their equity crowdfunding platform (which is NOT limited to just accredited investors). You may make nothing, you may hit a grandslam, but either way it's pretty cool.
This newsletter is curated byAlex Bakula-Davisfor your reading and CS pleasure. If you have any content you'd like to submit or suggestions, drop me a line!