Customer Success Isn't Optional - Kristi Faltorusso

ClientSuccess Chief Customer Officer Kristi Faltorusso admits a question that most customer success professionals can't answer: "How is each of your customers measuring success with your partnership?" Knowing what success looks like for your customers is fundamental to building meaningful relationships. Stop designing FOR customers, start designing WITH them. Ditch ego-driven playbooks. View your team members as CEOs, not mere order-takers. Your ulitmate impact as a leader is all about inspiring others to support your organization's mission. "People want change to happen WITH them, not TO them."