Foundational work on applying AI to customer-facing operations and measurement
https://www.amazon.com/Artificial-Intelligence-Marketing-Practical-Applications/dp/1119406161
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Resources

Artificial Intelligence for Marketing: Practical Applications — Author: Jim Sterne (2017)

Foundational work on applying AI to customer-facing operations and measurement

Practical Customer Success Management: A Best Practice Framework —

Author: Rick Adams

Amazon's top-selling guide on CS best practices; foundation for operational excellence

Autonomous Agents: Agents That Reach the Customers You Can't —

Gainsight Webinar (2025)

Prem Parameswaran (CTO, Gainsight) & Teresa Anania (CCO, Sophos)

How autonomous agents scale CS to long-tail customers while maintaining personalization

CSM Account Management Dashboard — Surge CS Retool demo of the Modern CSM Strategic Account Dashboard (work in progress).