Stop asking whether they are using it. Start asking whether it is working. This book reframes customer success for the AI era — from tracking adoption to owning outcome realisation. The product is doing things autonomously. CS is there to make sure those things are the right things, that they are working, and that the customer is capturing the full value of what the AI can deliver.
Adoption, expansion, retention, and the new role of customer success when the product runs autonomously.
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