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 use psychology to increase activations, review SaaS metrics, talk about customer retention cost, and review some helpful onboarding tools.
Have you ever wondered why people are bouncing from your nearly-frictionless onboarding flow? Why the same change can result in a lift on one page and cause drop-off on another?  Darius Contractor of Facebook has, and he's developed a framework based on psychological friction to help improve your activations.

Regardless of department, it's important to understand the key metrics in SaaS as the funnel ties each function so closely together.  David Skok of For Entrepreneurs steps us through these numbers. 

Mia Jacobs of Totango pushes for Customer Retention Cost (CRC) as a key topic in every Board session. 

Phil Byrne of Intercom wants to help us onboard our new users quickly to help them see value.

In Other News:  If you don't have enough time to get away on a true vacation, try a mini-cation instead.