The Customer Success Newsletter
The Customer Success Newsletter is a weekly curated collection of 4 helpful articles from around the world of Customer Success.
This week we tell stories about CS, give up our "toys", question Active Users as a metric, and find a framework to deliver value based outcomes.
Chad Horenfeldt of Updater (via The Success League) takes a look at demonstrating your CS team's credibility to gain influence within your organization.
Scaling brings a ton of internal challenges to both individuals and a company's culture.  Molly Graham of The
Chan Zuckerberg Initiative

has the keys to doing it right to avoid ending up in trouble.

Lincoln Murphy of Sixteen Ventures believes that active vs. Inactive Users really is a flawed way to look at things, and the state of your users is never binary.
For CS, making a new customer successful requires constant vigilance, agility, and alignment with others to help achieve optimal results over time.  Alex Raymond of Katpa has 4 strategies to help drive value based customer outcomes.

In Other News:  Looks like MoviePass' wild ride is on the downturn as their parent company put some distance between the two.
This newsletter is curated by Alex Bakula-Davis for 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 at!
Alex Bakula-Davis · 301 Howard St. · San Francisco California (CA) 94105 · USA
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