I think I've spent the majority of my career working in Customer Success (or Customer Experience if you prefer).
Even my days as an Account Manager at the PR agencies I worked at count as Customer Success because my goal was to ensure the client was happy and was achieving their goals.
But if we look at the business world, very few companies are truly customer-first.
The sales department and the sales quotas rule the world as that's how most businesses make money.
And so many companies have never truly focused on putting the customer first, meaning completely shifting their business models.
Doing this is actually quite simple, yet complicated within an entire organisation that's used to working another way.
And if you don't believe me, go no further but to read Feargal Quinn's quick book called 'Crowning the Customer'.
I read it on the plane to Lisbon a couple of weeks ago and I loved it.
It was written in a simple to follow language, with plenty of examples (granted, many for the retail business but that make sense for any industry) and perfectly logical advice.