The document discusses how to make customer success a company-wide priority. It provides examples from Gainsight and GuideSpark of how they:
1) Implement risk frameworks to identify at-risk customers and ensure a coordinated response across departments.
2) Provide executive visibility into customer health, feedback, and outcomes through regular reporting and meetings.
3) Quantify the ROI of customer success efforts by tracking metrics like upsells, renewals, and advocacy that are directly attributable to the customer success team.