There’s no doubt you’ve heard a lot about the importance of customer success (CS). Perhaps you are even executing a customer success strategy as we speak or assembled a team ready to focus on CS activities. If so, it doesn’t come as a surprise that customer success is neither magic nor a short-term undertaking. It is likely to challenge the foundations of your organization and require you to rethink how every department operates and interacts with buyers and customers.

The process can be long and tedious with many challenges to overcome and traps to avoid along the way. That’s why we have brought together extensive knowledge coming from years of experience operating at the forefront of customer success and working closely with many SaaS companies to create this practical guide. We believe it will help you streamline your efforts if you are already an experienced practitioner or start on the right foot if you are considering building a customer success roadmap for the first time.

1. What is Customer Success?

2. Developing a Customer Success Strategy

3. Customer Success Metrics

4. Customer Success Team

5. Customer Success Software

6. Customer Success Resources