The Intersection of Customer Success and Product Experience by Geoffrey Moore explains how CS has evolved from reactive support to a proactive, value-driven discipline essential in subscription and consumption models. The Customer Success Maturity Model shows the shift from product success to customer intimacy, emphasizing adoption, retention, onboarding, and value realization. The report highlights a future where value chains invert, focusing on customer outcomes over vendor priorities, and where product and customer experience merge through software-first design, telemetry, and AI-driven insights. This integration positions CS as the driver of retention, expansion, and durable growth.

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