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 understand the financial base of CS, run some cohort analysis, think about retention marketing, and brainstorm tech-touch CS.
Tom Lipscomb shares his insights on the financial foundation and evolution of Customer Success.
Cohort retention analysis is a HUGE tool in the CS arsenal to help see if your new tactics are causing a lift.  The problem is that it's a very manual analysis that can be challenging.  Andrew Chen of Andreesen Horowitz has a nice template we can use to kickstart our insight.

Growth is a result of the ability to retain loyal customers. Let's learn from Campaign Monitor how to implement an effective customer retention marketing strategy to drive those graphs up and to the right.

Got a lot of customers to retain but not enough people to managed all of them?  Kristen Hayer of The Success League has a number of ideas to help us scale our CS strategy to a large group of customers.

In Other News:  Google got a wrist slap for gathering data on the kids