Trim Size: 6in x 9in  Mehta572763 ftoc.tex V1-04/07/2020 12:52pm Page v Contents Foreword ix Maria Martinez Executive vice president & chief customer experience ofocer at Cisco PARTI WhyCustomer Success Became Standard 1  Chapter 1 Customer Success: What It Is and Why It Affects  Everything 3 Chapter 2 Customer Success: It’s Not Just for Silicon Valley 21 Chapter 3 The Customer Success Job Market Is Taking Off 35 Chapter 4 Reason #1: Customer Success Stops Churn—The Silent Business Killer 45 Chapter 5 Reason#2:CustomerSuccessIsaGrowthEngine— If You Move from Defense to Offense 53 Chapter 6 Reason #3: Your Customers Want It 65 Chapter 7 Reason#4:EventheMoneyPeopleAreinLovewith Customer Success 79 v