Take-Aways Software-as-a-Service (SaaS) companies should follow the “10 Laws of Customer Success” to earn customers’ emotional and rational loyalty. Sell to the Right Customer. The Natural Tendency for Customers and Vendors Is to Drift Apart. Customers Expect You to Make Them Wildly Successful. Relentlessly Monitor and Manage Customer Health. You Can…

Take-Aways Company culture is more important than customer service. Your company culture is the most important predictor of success. Be the best at one thing, instead of average at many. (Tony picked up one thing, Customer Service, and decided on Zappos would be the best in the world.) Never outsource the…

My Take-Aways and Summary My Take-Aways Loyal customers aren’t concerned about price and are largely immune to your competitors’ enticements. Sustain customer loyalty by delivering outstanding products on time, providing excellent service, and quickly resolving any problems. Put your money into quality, service, training, and problem-solving. Train your Customer Success Management Team…