At a recent tech conference in Silicon Valley, an overheard remark from a participant captured the uncertainty around the concept of customer success: Not sure I know many companies trying to achieve customer failure!
It should come as no surprise that there is confusion over what is meant by customer success and how exactly to apply this new approach to your day-to-day business. Like other paradigm shifts, it will take time for customer success to become mainstream. Lets take a brief look at these paradigm shifts.
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