Recent trends in the industry have shown that customer satisfaction is no longer just about how well your company can fix a broken product or assist with installation or the training options you offer. Instead, it’s about the outcome the customer can achieve with your products and services, and how you can help them meet their goals. If the customer uses your product or service to improve their bottom line and receives measurable results, you’ve created value to that customer that goes beyond the products you manufacture or the services you deliver and becomes about the outcome you provide. TSIA’s inaugural Customer Success Baseline Survey unveiled a set of fundamental practices and performance metrics related to the customer success function. Based on the data collected, this paper will break down three charters and how they can transform your customer interactions.