Trim Size: 6in x 9in  Mehta572763 ftoc.tex V1-04/07/2020 12:52pm Page vi vi Contents PARTII Baking Customer Success Into Every Aspect of Your Business Model 89 Chapter 8 It Can’t Be Delegated 91 Chapter 9 Product: Design from the Start for Customer Success 103 Chapter 10 Marketing: Your Job Doesn’t End with the Lead 121 Chapter 11 Sales: Customer Success Is Your Differentiator 129 Chapter 12 Services: Go from Hours to Outcomes 141 Chapter 13 Support: Go from Reactive to Proactive 151 Chapter 14 Finance: The New Scoreboard 161 Chapter 15 IT: The New Mission for the CIO 171  Chapter 16 HR:HappyEmployees Take Better Care  of Customers 179 Chapter 17 Avoiding Customer Success Silos 191 PARTIII Implementation Issues 195 Chapter 18 The First Step: Launching CS in an Established Business 197 Chapter 19 Leadership: What Kind of Leader Do I Need for Customer Success? 215 Chapter 20 Organizational Structure: Should Customer Success Be Part of Sales or Its Own Org? 227 Chapter 21 Roles and Responsibilities: Who Owns Renewals and Revenue? 239