What’s new in Customer Success – Thursday, May 19

Hi and welcome to our weekly roundup about what’s new in Customer Success. Each week, we scour the web for the best and brightest, so that you don’t have to! Below, are the top articles from companies, pontificators, and vendors.

– Jeff Nickerson, Roundup Curator at Sparked 

From the companies and pontificators:

5 types of Big Data Analytics and how they help Customer Success ames Huddleston from ServiceSource describes 5 key types of big data analytics and how they help Customer Success. Learn about Prescriptive Analytics, Diagnostic Analytics, Descriptive Analytics, Predictive Analytics, Outcome Analytics. Love it.

The Leading Predictor Of Series A Valuation For SaaS Companies Tomas Tunguz at Redpoint Ventures puts customer success into sharp focus. Building a great product is the first order of business for a startup and… developing great customer success should be the second. Read it.

Whose Job is User Research? An Interview with Adam Nemeth
Adam Nemeth from UXStrategia.net plants a flag in the ground: you should be doing your own user research, while being careful to avoid your natural biases. Oriented at the startup CEO, but just as valid for the customer success leader. Love it.

Answers To Your Tough Questions About Growth — Learned While Scaling Eventbrite’s $5B+ Growth Engines
In this article we get some solid insight on growth processes from Brian Rothenberg, VP Growth and Acquisition Marketing at Eventbrite. He talks here about how Eventbrite managed a massive 4 year growth cycle, and includes a selection of the hardest questions that he is asked all the time. Love it.

6 Tips for the Perfect Customer Journey
Alexander Hirsch, digital marketing lead at the World Economic Forum, writes about how Salesforce’s Marketing Cloud and Journey Builder software platforms help the company engage with its forum members and reach out to others across the world. Read it.

The Only Two Numbers you Need
Business owner Matthew MacQuarrie writes that although you can fill your head with a lot of numbers—he’s found that two figures can effectively function as a road map, helping him to focus his efforts on the things that are really going to help him grow his business over time. Read it.

From the vendors:

SMBs Who Set and Track Key Metrics Are 2x More Likely to Hit Targets Laura Tyson shares results from a survey of more than 250 small and medium businesses in the US. Their results reinforce that the most successful companies are increasingly metrics-driven. Read it.

What to Do When a Customer Churns Allison Pickens – VP Customer Success & Business Ops from Gainsight brings us a fantastic article on what you can learn by losing a customer. As painful as it may be for a company, it presents you with a huge learning opportunity. It’s important to drive action rather than wallow in disappointment. Love it.

Bots and the Command Line Revolution Another article in the ongoing torrent of stories about Bots in 2016. This one by Arachana Madhavan of Amplitude. Are bots going to rule your life and work soon? Find out what they are and how they’re transforming tech. Love it.

In Customer Success, Who Has Skin In The Game? Andrew Rhodes Director of Customer Success Education from Amity writes this interesting article on decoupling CS from sales and customer service. Read it.

From us at Sparked:

Building a customer churn model
What do you need to consider when building a model that predicts customer churn? Ben Rigby, CEO of Sparked and Cody Chapman, Sparked’s Lead Data Scientist, cover the basics in our latest 2-minute short. LOVE IT


Sparked is the least expensive and quickest-to-setup solution for Customer Success teams. Sets up in 30 mins. We’d love to meet you. www.sparked.com



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