Customer Success can be polarizing. It's often confusing and difficult to know where to start in the first few years of forming your CS function. It is a relatively new concept that evolved quickly; and businesses needed to adapt fast to stay ahead of the competition. There is pressure on companies to get it right first time, which often leads to common mistakes and mishaps that can be easily avoided with the right approach. Due to Customer Success taking centre stage in the past few years, there is no established rule book. Often teams are formed by individuals with varied backgrounds, experiences and approaches, which can be problematic. To succeed in CS you need a clear strategy. In this session I'll share the need-to-know framework to help you address the key areas of your CS function to make sure you are set up for long-term success. Learn: