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https://www.business2community.com/customer-experience/csm-metrics-latest-and-greatest-thinking-02252213
http://customerthink.com/ceos-guide-to-growth-through-customer-experience-action/
https://www.business2community.com/customer-experience/focusing-on-customer-success-leads-to-improved-customer-satisfaction-02249982
https://www.entrepreneur.com/article/341028
https://www.business2community.com/customer-experience/how-to-make-the-most-of-customer-experience-feedback-02249194
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