This document discusses building long-lasting customer relationships and the importance of customer success. It highlights that customer success focuses on creating value for all customers through contextual engagement and real-time monitoring rather than just high-value customers or periodic check-ins. The document also emphasizes that customer happiness should be gauged through individualized health scores measuring engagement, business outcomes, service utilization and satisfaction rather than just net promoter scores. It stresses the importance of proactively engaging customers at the right moments with intelligent messages tailored to their current needs.