When I wrote my best-selling story "Do Your Part", I shared an experience that taught me a foundational lesson in teamwork:

In a team, no one can do everything on their own, yet everyone can cause the entire team to fail.

My bookmark reads: "When you do your part, you fill in a spot in the great puzzle of life. When you do not do your part, you create a hole".

CUSTOMER SUCCESS are the ones who monitor, remind, encourage, inspire and ensure that everyone will do their part - on their side and a customer side.

It is a lateral, cross-functional, non-managerial, central leadership role that plays a key part in the success of the customer, and it can only do it effectively when the company understands that their customer success is vital to the longevity and prosperity of the company.

Do you agree?