The Customer Success Newsletter
The Customer Success Newsletter is a weekly curated collection of 4 Customer Success articles intended to help improve your CS skills and understanding.
It's Ian Robson of Success Methods' belief that that delivering customer value is the most important job for the customer success team. He covers what that means for you, your employer and most importantly, your stakeholders.

With cohort analysis, you're able to break your data into more coherent batches to better understand your consumers’ actions and make informed product decisions to increase your customer retention rate and revenue.  Paula Becchetti of Chameleon gives us insight into why you should be using this analysis.

In 2020, customer success has become one of the most critical positions in any SaaS organization. With so much confusion and uncertainty across every single industry, an experienced, clear-headed CSM can be the defining difference between a reassured customer and a churned one.  ClientSuccess wants to ensure we are focusing on the right attributes when growing our team.

Ron Miller and Alex Wilhelm of TechCrunch report on the acquisition of Gainsight by Vista Equity Partners, and how that adds to the firms other acquisitions.

In Other News:  In case you somehow missed it, Salesforce is buying Slack