Customer success is a mindset before it is a function. The book that gave Raptiv its foundation argues that the work begins with how leaders make decisions, not which tools they buy.
Five practices turn the mindset into operations. First, every team owns a customer outcome, not just a deliverable. Second, success criteria are written before the work starts and revisited before it ships. Third, frontline insight is sampled weekly by leaders themselves, not filtered through dashboards.
Fourth, retention is treated as a leading indicator of product-market fit, not a lagging service metric. Fifth, churn is investigated like a defect — root cause, not blame.
When these practices become routine, success stops being the work of one department and becomes the operating standard for the company. That is the shift we help leadership teams make.