In a captivating discussion, customer success expert Damien Howley shares insights from his extensive 20-year career and his book, 'Control Your Customer'. He introduces the STO framework for effectively segmenting customer contacts. Damien also argues that customer happiness might be overrated, stressing the need to focus on quantifying the value delivered to customers. He emphasizes the importance of celebrating wins, no matter how small, to build trust and strengthen relationships. A fresh perspective on customer engagement awaits!