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 cohort our customers, write a book, tie CX to CS, and talk about the chemistry of handoffs.
It’s no good acquiring customers for $10, if they only stick around for a month or two. Your retention can be visualized much easier by doing a cohort analysis, a powerful CS tool that not all companies use.  Des Traynor of Intercom explains the basics behind this technique.

Jennifer Chiang of Yup was overwhelmed by the amount of content out there for CS and how difficult it was for a newcomer to even know where to start.  Her solution was to compile all her learnings into a book to help others unlock the biggest opportunities in business by focusing on customer success.

Shep Hyken of Shepard Presentations (via Strikedeck) shares how to make customer experience the heart of your brand, and how to weave CS into the mix.

When you’re selling a SaaS product to a potential customer, you have to convince them switching is worth the effort. And once you’ve sold the product, you have to do the opposite: convince the customer that switching to anything else isn’t worth it.  Tomasz Tunguz of Redpoint draws parallels to chemistry to describe how a business can leverage the customer's inertia to be successful.

In Other News:  Some pay for college, other pay to get into college (illegally).