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 draw a (blurred) line between Customer Success and Customer Service, understand why CS leaders are frozen out at the executive level, onboarding with Dropbox, and review 1,000 saas onboarding flows
Though they frequently blend together, Mia Jacobs of Totango lays out the key differences between Customer Success and Customer Service.

With only lagging metrics in their toolset, customer success leaders can't really drive strategy at the executive level. Chris Hicken of 'nuffsaid (via OpenView) has ideas on how to instrument more proactive metrics and gain an executive foothold.

Samuel Hulick of UserOnboard walks through another one of his excellent onboarding teardowns as he examines how Dropbox sets users up for success.

Keeping with the onboarding theme, UserPilot reviewed 1000 SaaS onboarding flows to create this infographic on how most companies drive a first user experience.
In Other News:  Some airlines are flying "ghost" planes to stay in business