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 cover pre-onboardings, calculate how CS reduces acquisition cost, think about hiring an ops role, and scale depending on our customer segment.
In part 1 of 3 on pre-onboarding, Sam Feil of ClientSuccess provides the steps to make sure your customer lifecycle plans are setting your customers up for long term retention.

Good Customer Succees not only helps increase LTV, but when done right, also can reduce CAC.  Tomasz Tunguz at Redpoint breaks down how advocacy impacts acquisition.
Though a somewhat newer role, Customer Success Operations can have a big impact on the efficiency of the team.  Nichole Elizabeth DeMeré asks, is it time for you to hire one?

Irit Eizips of CSM Practice explains how you can scale both a high-touch enablement model, and an SMB client segment.

In Other News:  Cambridge Analytica is saying "later" and shutting down.
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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