How Salesforce Built Success at Scale - Joel Martin
The importance of an effective customer success program in a subscription-based model goes without saying, success = renewal. While renewal revenue is real money, success organizations are typically viewed as a cost centers, continually asked to do more with less. As a result, Salesforce has made building a scalable success program a top priority. With over 15 years of development and refinement, we have used experimentation with different technologies, tactics, and engagement strategies to help our customers succeed at scale.