This ebook presents the 10 new laws of customer success, reflecting the evolution of the field as customer expectations and business models have changed. It emphasizes making CS a core part of company strategy, integrating sales and CS for a seamless journey, and ensuring that customers also commit to success. It highlights the importance of driving continuous value, accelerating time to value through product-led experiences, and investing in CS operations. Companies must operationalize sponsor changes, deeply understand Net Revenue Retention as the key metric, and keep CS metrics-driven. Ultimately, CS must stay human-first, centering every interaction around people.

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