Last week we checked out part 1 of Boaz Moar's series on customer health and why it may not tell enough of the story. This week he introduces his enhancement to the traditional health metric that he thinks will elevate the CS understanding.
Phil O'Doherty of Hubspot (via Amity) feels optimizing productivity is important in any role but it requires particular attention in the world of customer success. He's gathered some productivity tips from his network and is kind enough to share.
When you're scaling CS, should you hire more headcount, or invest in more software tools? John Kelly of Natero makes the case for arming your team with the right software to allow them to be more efficient.
Good customer support means being able to put yourself in your customer's shoes. HelpCrunch wants to make sure people are able to walk that mile with the millennial generation.
In Other News: Some week's you just need some uplifting stories. Here's one about volunteer pilots rescuing animals from the damage in Puerto Rico, and another about a former marine who drove 30 victims of the Las Vegas shooting to the hospital.
This newsletter is curated byAlex Bakula-Davisfor your reading and Success pleasure. If you have any content you'd like to submit, suggestions, or just want to talk Customer Success, drop me a line!