The real way to make Customer Success work.
As more companies move to a SaaS model you must make it easy to set up, and use. In many cases this initial set up should require little to no cost to the customer.
Why this is important to you? If your customers purchase your solution and cannot get it work the way they want they will not stay your customer. Customer churn with SaaS companies is a significant challenge. The reasons vary, but one of the top reasons is they never figured out how to use the solution.
Making customer success work means you must be 100% all about the customer.