Peter Drucker once said “the purpose of a business is to create and keep a customer”.

To maximize your growth potential, Customer Success should be your overriding purpose.

While first establishing itself as a critical function in the Software-as-a-Service (SaaS) world, companies across all industries are recognizing that Customer Succees is a core discipline in buidling topline growth.

Ensuring that your product or service is doing the job your customers expect is the foundation of a strong revenue base . Conversely, if your customers are not achieving “success” in their relationship with you, your success is at risk.

Of course, what “success” looks like for your customers is 100% unique to your customers, in the context of your product or service.

Customer Success is a growth driver; a growth engine. It’s not just about retaining customers.


What I called the “Definite Guide to Customer Success” way back in 2014 is getting far more definitive for 2017 as I incorporate what I learned over the last