10. Creating a Blueprint for Customer Success
“Our DNA is as a consumer company—for that individual customer who’s voting thumbs up or thumbs down. That’s who we think about. And we think that our job is to take responsibility for the complete user experience. And if it’s not up to par, it’s our fault, plain and simply.”
—Steve Jobs
Customer success has gone from a slogan in the software-as-a-service industry to a capability we believe all businesses must acquire. We hope that we have made a strong case in this book for customer success delivery while also showing what leaders of customer success look and act like. But let’s be clear: mastering the art of customer success delivery can’t be purchased off the shelf or left to a few mid-level managers ...
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