The title of this article is one of the 10 laws of Maria Martinez, President Sales and Customer Success at Salesforce. She wrote ‘Customer Success’, an inspiring book worth reading if you are truly concerned about your customers.
The world is moving to a Subscription Economy, and this book directly addresses that shift. Smart companies aren’t trying to pitch products to strangers anymore. They’re figuring out how to grow, monetize and build an ongoing, mutually beneficial relationship with a dedicated base of ‘subscribers’ or ‘members’.