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https://www.forbes.com/sites/jonpicoult/2019/10/14/why-focus-on-customer-experience--heres-why/#3d1e52cb6dba
https://www.forbes.com/sites/shephyken/2019/10/13/customer-loyalty-and-retention-are-in-decline/#3ac219664329
https://d37oebn0w9ir6a.cloudfront.net/exports/OD9sGEKdIhMi0DHPlKxda7pqBW0mE9.pdf
mckinsey.com/industries/technology-media-and-telecommunications/our-insights/introducing-customer-success-2-0-the-new-growth-engine
https://www.business2community.com/customer-experience/customer-retention-vs-new-customer-acquisition-how-do-you-optimize-both-02243822
https://www.business2community.com/marketing/an-insider-guide-to-setting-up-your-saas-marketing-funnel-02241377
https://hbr.org/2018/10/6-ways-to-build-a-customer-centric-culture
https://www.gainsight.com/guides/the-essential-guide-to-customer-success/
https://www.business2community.com/brandviews/teamsupport/the-top-5-most-important-metrics-to-customer-success-teams-02242751
https://www.business2community.com/strategy/how-to-measure-user-adoption-and-increase-your-rates-02233785