Jan Young
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If you're starting a Customer Success program at a startup, this is a must read. If you are starting a company and you want to champion customers, this is a must read. Lots of people talking about how to be customer centric, but no one acknowledging the differences of how to implement at a startup. Chiang hits it out of the park.
The Startup's Guide to Customer Success: How to Champion the Customer at Your Company
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