Chapter 8 Customer Experience and Success: Both Science and Art Summary By now you understand that customer success is one component of the overall customer experience, and doing it right requires a little bit of science and a little bit of art. So go ahead, get your lab coat and paint brushes out. As you think about your approach to customer success, be ready to iterate and keep in mind the three basic concepts: Establish customer values and culture early, look at the forest and the trees by understanding your customer journey, and establish a framework for measuring success. The science is established. Salesforce proved that model and it’s now relevant and applicable to every SaaS business. The art is in how you choose to apply these practices to your business to set yourself apart from the pack.