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 avoid QBR mistakes, review full-funnel metrics, try to maintain proactivity, and look inside ourselves to see if we are a true CS leader
A great Business Review is about demonstrating the value you are delivering to your customer.  A poor review is a great way to submarine your upcoming renewal.  Keri Keeling via SuccessHacker has 3 common mistakes to avoid.

Having consistent metrics and definitions across the entire customer journey is key to accurate, full-funnel analysis.  Jacco Van der Kooij of Winning By Design (via SalesHacker) explains how to structure your SaaS metrics and measure the right data for your business.
With high growth companies, CS often has to wildly adjust on the fly.  Mathilde Augustin of Amity gives us some pointers on how to maintain proactivity when the landscape is constantly shifting.

Do you or your CS leader stack up to the traits outlined by Ellie Wu of PictureCS?

In Other News:  Cat identify mis-use is a thing that could cost $700,000.
This newsletter is curated by Alex Bakula-Davis for your reading and Success pleasure. If you have any content you'd like to submit, suggestions, or just want to talk Customer Success, drop me a line at!
Alex Bakula-Davis · 301 Howard St. · San Francisco California (CA) 94105 · USA
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