Praise for CUSTOMER SUCCESS "Having been at Salesforce to witness the birth of Customer Success, I?m excited to see a book focused on this subject around which I have so much personal passion. One of the foundations of our success at Salesforce was Customer Success so it?s particularly great to see the history of the discipline, along with a glimpse at the future, documented in this book. I recommend it to every CEO or leader out there who is truly seeking to build a customer success–centric company." Jim Steele, President and Chief Customer Officer, Insidesales and former President and Chief Customer Officer, Salesforce "As one of the early investors in the technology of Customer Success, I?m particularly pleased to see the rapidly accelerating growth of the entire industry. The ?subscription tsunami? as outlined in the book has profoundly disrupted the software world, and forced a focus on customers that did not exist previously. This book will help those who need to understand how this brave new world works, and also people looking for some practical guidance on how to execute successfully in the subscription economy. The team at Gainsight helped pioneer the Customer Success movement and definitely has the chops to put together this hitchhiker?s guide for those traveling the same road." Roger Lee, General Partner, Battery Ventures "The world is moving to a Subscription Economy, and this book directly addresses that shift. Smart companies aren?t trying to pitch products to strangers anymore. They?re figuring out how to grow, monetize and build an ongoing, mutually beneficial relationship with a dedicated base of subscribers. Customer success is fundamental to this process, and this book documents three core aspects philosophy, discipline, and organization in a sharp, practical way." Tien Tzuo, CEO and Founder, Zuora