When did customer success become a department, a division, a role, at vendors of business software for the enterprise? It was when their leaders first feared that customers’ dissatisfaction with, or ambivalence over, the product would begin to affect the bottom line in uncomfortable ways. When and where was this? According to The Customer Success Association, it was in 1996 at Vantive, a company that produced software for customer relationship management. This surprised me. My guess was a cloud company as the first. But the rationale at that CRM company, Vantive, was similar. And, once it becomes relatively easy for customers to discard with one vendor’s product in favor of another product to address the same need, vendors are more apt to sense the urgency […]