In the 2nd annual customer success summit last month in San Francisco, I’ve introduced the Customer Success Manifesto. If you are familiar with the agile software development manifesto will see a similar presentation style (visuals are updated to 2014 though).
The Customer Success Manifesto should be viewed as 6 rules for great customer success. I’ve decided to work on a crisp defintion for the term Customer Success by defining what it is and what it is not for myself first and foremost for Totango’s team and customers and the industry in general.
BTW, the reason it took me a minute or two during the key note to get to my ‘high note’ was a very long preparation cycle that ended at 3am the night (morning?) before the event.
Happy to get your feedback and thoughts…