Customers must be retained before the proper value is gathered by a vendor, so Customer Success is ever more important – but with strong relationships being built by presales at the start of their journey, letting them have positive impacts after the sale (and rewarding them for it) leads to a natural continuation of successful change. But this can only happen when delivered in a scaled, measured way. Don covers all this and more plus sets up for what we're sure will particularly good session at this year's Demofest event.