Trim Size: 6in x 9in  Mehta572763 c01.tex V1-04/03/2020 11:45pm Page 3 1 Customer Success: What It Is and WhyItAffects Everything   When you are finished changing, you are finished. —Benjamin Franklin What really matters in business? Every day we receive hundreds of emails, calls, and meeting invitations; knowing what’s important can be a challenge. Andevery 24 hours, the world around us changes in infinite ways. Dissect- ing the most important trends can be hard. If you’re like us, picking out the signal from the noise is a huge chunk of the job of leading a business. And it can be overwhelming. That quest for what matters most in business brought both of us to the field of Customer Success, from different starting points. We’ll each tell the story of how a discovery of Customer Success pushed our own thinking on what mattered in business. And we think these stories will resonate with you. Let’s start with Nick. 3