Trim Size: 6in x 9in  Mehta572763 c01.tex V1-04/03/2020 11:45pm Page 14 14 WhyCustomerSuccessBecameStandard This book will help you figure out how to win, together with your clients. Part I focuses on the evolution of the Customer Success economy: What does it look like now and how did it get to where it is today? Part II explores the kind of company that this CS economy requires: What is required from every function? And Part III discusses implementation: What steps should you take to roll out CS at your company? You won’t just hear our point of view. You’ll hear from dozens of CEOs,investors,chiefcustomerofocers,andotherthoughtleadersonthese topics—hailing from the diverse worlds of the Fortune 500, private equity, venture capital, and Silicon Valley—who offered to be interviewed so that wecould share their perspectives directly with you. We hope that by the end we will have planted a few seeds and also offered you some fertilizer to help those seeds grow. In other words, perhaps while reading this book, you’ll reframe your view of business, even a little bit, and be on your way toward implementing Customer Success at your company. If you haven’t read our first book (or want a refresher), take a look at the recap below of the Ten Laws of Customer Success, a primer for what  CS is all about. Otherwise, we’ll see you in Chapter 2, where we’ll look  at how the Customer Success mindset is showing up in all sorts of areas outside Silicon Valley. The Ten Laws of Customer Success Here’s a brief overview of the Ten Laws of Customer Success. For the full explanation and practical examples, head over to our website at gainsight.com/resource/the-10-laws-of-customer-success and download the booklet. Law#1:Customer Success Is a Top-Down, Company-Wide Commitment Weintroduced this concept in 2016, and we believe it even more strongly today. Customer Success is a true business revolution, and it’s here to stay. Donewell,itdrivesrealvaluetoyourbusiness’sbottomline.Ifyou’renoton board yet, you will be soon. The demands of today’s customers and changes