ABSTRACT
Before we discuss the details of customer success management, it makes sense to pause for a moment to reflect on what we actually mean by the term “customer success.” There are various definitions that I have seen being used, and without a doubt the concept of customer success has evolved over the years, but the essence of it remains the same. At its heart, customer success occurs when the customer gets to realize a satisfactory (or better) level of return on their investment in the company’s products, services and solutions (Figure 1.1).
