Modern SaaS and B2B services are often credited with creating CS but as long as there have been customers, there has been the intuitive understanding that success lay in them meeting their goals. Even the very latest digital practices have their roots in what Seth Godin coined Permission Marketing back in the 90s (and observed long before that).

Sure, customer goals have become more complex, clouded, transient (and forgotten) but where practiced, CS has come a long way. The art of CS is rich and well studied, rooted in design, sales and customer service. The science is growing at a pace that keeps me up at night (in a good way!) and while the most sophisticated tooling may not be at everyone's fingertips today, there are lots of robust data strategies and best practices that are.

My first job title mentioning "customer success" arrived in 2017 but as a sales, support and account manager doing things the right way; I've been practicing since 2005. This space documents what has worked, changed, failed and what I'm still figuring out.

The truth at the heart of all customer-facing roles is that customers need to be more than just happy